CASE STUDY
Double-booked
The convention bureau in a large and popular convention destination has jurisdiction over the convention center. A seasoned convention sales manager, who has worked for the bureau for 7 years and produces more sales than any other sales manager, has rebooked a 2,000-persons group for a day exposition in the convention center. The exposition is to take place 2 years from the booking date.
The client has a 15-year history of holding conventions, meeting and expositions in this convention centers and has always use the bureau to contract all space services for them. In fact, the sales manager handling the account has worked with the client for 7 of the 15 years. The bureau considers this client a “preferred customers.”
The conventions group meeting planner also appears in a magazine ad giving a testimony of praise for the convention bureau, this particular sales manager, and the city as a destination for conventions.
Shortly after the meeting planner rebooks this convention with the bureau, the bureau changes sales administration personnel, not once, but three times. This creates a challenge for the sales manager in terms of producing contracts, client files, and event profiles, and in the recording and distribution of information. The preferred customer who rebooked has a contract purchase orders for vendor services, a move in and setup agenda, and an event profile, all supplied by sales manager. The sales manager has copies of these documents as well. The two hotels where the group will be staying also have contract