O'Reilly logo

Managing to Make a Difference by Larry Sternberg

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

Chapter 23Resist the Temptation to Seize Control

In the luxury hotel business, labor is the biggest controllable cost, and managers are directly responsible for it. Getting the work schedule right is important and challenging. Schedule too many employees and your payroll is too high. Schedule too few employees and the quality of service suffers. Here is a story about an all-too-common response managers make when things go awry in important areas of the business, like scheduling:

Have you witnessed this type of over-response before? This solution created a lot of extra work for the food and beverage director. He did not start reviewing schedules made by just that single restaurant manager. He started doing it for all the managers of all the food and beverage outlets in the hotel. It slowed things down considerably, and it sent a clear message that the department heads were no longer trusted to make proper schedules. They were closest to the needs of the business, ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required