Free Report Sample on Tropical Orchid Hotel: Alleged Food Contamination Crisis

Introduction

Tropical Orchid Hotel has been trendy for its signature dish the “Tropical Burger”. Unfortunately, the hotel has been alleged of food contamination following the admission of two patients in critical condition from E-Coli poisoning. Some of the key stakeholders involved or affected by the crisis include the owners, customers, employees, community, families, investors, suppliers, government agencies, unions, and financial intermediaries. These stakeholders are affected either directly or indirectly by the food poisoning issue.

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Food Safety

Before the food safety inspectors arrive at the hotel, the management should be prepared by responding to the affected customers and investigating the hotel premises. Responding to the concerned customers will help them know that the company has taken the matter seriously, and an immediate investigation will commence. Besides, the management can gather relevant information from the victims concerning when and what they ate, the evident symptoms and when they started, and any other person who had the same food and is experiencing similar symptoms. All this information will be necessary to follow up the case. However, since the victims are already hospitalized, the hotel management should compensate them, if the allegation of food poisoning occurred in the hotel. Compensating the customers will preserve a positive relationship with the customer. The second action is to investigate the hotel premises. After getting the complaint from the health specialists, the management has to check how food is prepared, the kitchen used, and employees who make it. These are the factors that the food safety inspectors are likely to investigate because they are the high sources of food poisoning. So, cleanliness and hygiene should be at a peak.

Validity of the Case

Upon verifying the validity of the case, the actions to be taken should be communicated to the relevant stakeholders. The inside communication approach can train the employees to begin with constant reinforcement of food safety standards. The employees need to know how serious the problem is and see honesty and commitment when serving the customers, business, and fellow employees. Reminding the employees that their economic well-being is connected to the welfare of the restaurant should help them know they are together in the crisis. A senior employee can be designated to be contacted by other employees, and all questions are directed to him or her. He or she should act as their spokesperson; hence information should be the same at every level of the management.

Conclusion

Additionally, the media can be used to communicate the actions to stakeholders in government agencies. However, immediate crisis communication should be considered to avoid leaving room for speculative stories. Crisis communication can also be essential to avoid the implication that the organization is guilty if it does not comment about the crisis. The information given by the organization at the time of crisis has a significant effect on the crisis outcomes. From a customer’s perspective, the actions can be delivered through telephone calls, and the respondent should assure to investigate the customer’s concerns and respond as soon as possible. So, effective communication will ensure that the business does not land in big financial trouble and has not ruined its entire reputation.