Training helps, but the real issue is employee selection and retention. It’s important to hire people with a deep desire to serve, even if that means breaking the rules once in awhile. On the other side of the coin,
GMs and department heads must have the smarts and the empathy to know when to applaud and reward a rule-breaking employee and when to coach a worker who might have stepped over the boundaries of acceptable empowerment
One of my favorite guilty-pleasure movies is “That Thing You Do,†a Tom Hanks-directed tale of the rise and fall of a one-hit-wonder singing group in the 1960s. In one scene, the band arrives in Hollywood to appear in a movie, and as they emerge from a cab in front of the since-closed-and-demolished Ambassador Hotel, the doorman greets them.
“Hi, my name is Lamarr, and this is my hotel,†he tells the new guests.
It was a throwaway line in a confection of a movie, but it demonstrates the important principal of empowerment that remains highly relevant in the hotel industry.
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