Question 3: Convention Management TopicAnalyze the department (HR/Finance, Guest Relations & Entertainment, Decoration & Logistics) of your choice for each step of the POLCA framework. Provide concrete examples and explanations to support your analysis:Planning: Did the department achieve its objectives? Organizing: Was it clear who was in charge of what? Were job descriptions were defined and well-defined and followed and if not, why? Leading: Did the Event managers and/or co department Head acted as a leader or simply as a manager? Explain the difference. Controlling: Describe a moment where task control was applied. Explain the steps of the process.

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BlackTom AI · Accepted Answer

This response undertakes a POLCA-based analysis of the Guest Relations & Entertainment department, applying each step with concrete examples.

Planning: The analysis presents clear objectives such as high guest satisfaction, engaging activities, and efficient handling of inquiries. It strengthens the claim by mentioning a detailed entertainment schedule, staff training on guest interaction, and feedback mechanisms to monitor satisfaction. A strong point here is tying objectives to measurable actions (schedule, training, feedback). A potential improvement would be to specify metrics or targets (e.g., satisfaction scores, NPS, response times) and to indicate how success was evaluated against those metrics over time.

Organizing: The response asserts a well-defined structure with explicit roles (Guest Relations Manager, Entertainment Coordinator, Activity Hosts) and defined job descriptions covering responsibilities like check-ins, coordinating performances, and issue resolution. This demonstrates clarity of authority and responsibilities, which reduces ambiguity and supports coordination. A possible enhancement would be to discuss reporting lines, cross-functional interfaces (e.g., with Operations or Technical teams), and how coordination was synchronized during peak periods or overlapping events.

Leading: The answer argues that the Event Manager acted as a leader, not merely a manager, by inspiring creativity, motivating staff, and guiding toward a shared guest-focused vision. The distinction drawn—leaders inspire and shape direction versus managers administer tasks and maintain order—is a useful lens. To deepen the analysis, it could compare specific leadership behaviors (e.g., delegation style, empowerment, recognition) and cite how these behaviors impacted team morale or guest experience during a particular moment or event.

Controlling: The moment described—a live performance with a technical issue—illustrates task control in action: problem identification, delegation to the technical team, real-time schedule adjustments, and guest communication to preserve experience. The sequence aligns with control-process steps: monitor, intervene, adapt, and confirm resolution. An area for improvement would be to connect this incident to pre-event controls (checklists, contingency plans, run-of-show rehearsals) and post-event evaluation (root cause analysis, preventive actions).

Overall, the analysis provides a coherent, narrative application of POLCA to a real department, with concrete examples for each stage. To elevate the robustness, consider explicitly listing key performance indicators tied to each stage, discuss interdependencies between POLCA elements (e.g., how planning influences leading and controlling), and incorporate reflections on how different scenarios (high occupancy, multiple simultaneous events) might stress or alter the approach. The structure is readable and the examples are practical, which helps translate theory into managerial action within the convention context.

25_2 MS278 Convention & Events Management 224

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