CASE STUDIES Backstage Pass Freak-3K, a popular European band, was giving a concert at the Gen-Z Center. Kenson was a fr

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CASE STUDIES
Backstage Pass
Freak-3K, a popular European band, was giving a concert at the
Gen-Z Center. Kenson was a friend of the band who was invited to
attend the show and discuss other promotional oppor- tunities while
touring in the United States. A meeting was scheduled backstage
after the show. Kenson was given a VIP Pass and lanyard. This was a
big opportunity for him, since he had just begun his own music
promotion company.
The night of the concert, Kenson went to the gate at Gen-Z
Center and displayed his VIP pass. He was escorted to a VIP box
overlooking the arena. He was afforded compli- mentary snacks,
wine, and beer. Kenson enjoyed the show immensely. After the show,
Kenson asked for directions to the backstage area. Things seemed to
be going well until he approached a security guard standing in
front of the entrance to the backstage area.
Kenson smiled and displayed his VIP pass. The security guard
told Kenson that no one was permitted backstage without a backstage
pass. Kenson began to explain that the VIP pass is what he was
given and that he was scheduled to have a very important meeting
with the band backstage after the concert. The guard told Kenson
the Director of Security told all guards that he would terminate
any of his security staff who admitted someone without a backstage
pass. He added that because of an enhanced security imperative
everyone had to have proper credentialing, and the Director fired
other guards who breached orders. It was zero tolerance, no
questions asked.
Kenson explained his situation again. The guard politely replied
that he had no knowl- edge of this and reiterated that he could be
terminated if he admitted Kenson, who pleaded for the guard to call
the band or manager or anyone and verify his story. The guard
replied that people say all kinds of things to get backstage and
that he wasn’t going to call the band every time someone requests
it. Meanwhile the band wonders where Kenson is.
1. Was the security guard correct to disallow Kenson to gain
backstage pass. He added that because of an enhanced security
imperative everyone had to have proper credentialing, and the
Director fired other guards who breached orders. It was zero
tolerance, no questions asked.
Kenson explained his situation again. The guard politely replied
that he had no knowl- edge of this and reiterated that he could be
terminated if he admitted Kenson, who pleaded for the guard to call
the band or manager or anyone and verify his story. The guard
replied that people say all kinds of things to get backstage and
that he wasn’t going to call the band every time someone requests
it. Meanwhile the band wonders where Kenson is.
1. Was the security guard correct to disallow Kenson to gain
backstage access?
2. What could be done to salvage the situation at this
point?
3. How could this have been avoided?
Two Different Groups
Buena View Resort is a 31⁄2-star property located in Tampa,
Florida. The beautiful property boasts splendid views of the ocean
from the endless pool in a tranquil environment. The artwork and
the landscaping are palatial. It typically accommodates business
travelers during the week and leisure travel and catered events
during the weekends. Mr. and Mrs. Baker traveled to Tampa for an
extended weekend getaway to celebrate their 40th wedding
anniversary. The rates were relatively high compared to what they
were accustomed to, but they decided to splurge because of the
occasion and the wonderful property that they would surely
enjoy.
The Bakers checked in on Thursday evening and enjoyed a quiet
arrival. They noticed a few other couples and business travelers
scattered around the pool area quietly enjoying the view. They
decided to have dinner and enjoy the tranquility. It was a delight!
After dinner, they had a few cocktails and then retired to their
room for the evening. They were off to a great start in celebrating
their anniversary. They rose early the next morning and had
breakfast by the pool. It was so beautiful.
Just after breakfast, a number of vans of young girls began
arriving. The girls immediately ran out to the pool area with their
luggage and lounged in groups. They were laughing and joking and
performing small, theatrical dance routines throughout the pool
area. Other groups arrived and began congregating in the other
public areas of the resort.
The Bakers questioned a few of the girls near them and soon
realized that they were the early arrivals of what would be a
cheerleading competition at the resort. From that point forward,
the resort was filled with groups of texting tween and teen
cheerleaders and their chaperones.
The Bakers realized that the cheerleaders had a right to be
there, but their tranquil experience was being infringed upon. They
couldn’t go anywhere around the resort without being inundated by
spontaneous chanting and cheer practice of groups.
By the Saturday morning, they were very aggravated. They
approached the front desk and described their situation. They
explained they had paid a lot of money and that they expected a
tranquil experience. The front desk attendant quickly apologized.
He admitted that it can be distracting with all of the commotion
and that he would speak to the organizers
of the event. He gave them both a free pass to the spa for a
massage. He told them that he hoped the massage would help them to
regain the tranquility. The Bakers thanked the attendant and took
the passes and left to get a massage. However, the cheering and
groups continued. They overwhelmed the couple, who left feeling
very aggravated.
1. Describe the issue between the two sets of guests.
2. Rate the service recovery effort. How could it have
been helped?
3. List ideas for accommodating both groups.