At the Ritz-Carlton, they allow the employees to spend up to $2000, if necessary, to take care of a customer’s problem. Without management approval! That is the way to do it. No micromanagement here. That is the main reason that their labor turnover rate is less than a third of most hospitality places. Get them to…
Tag: Taking Ownership
Are You the Owner?
I remember my father coming to Los Angeles on business once when I was a server at an upscale place in Beverly Hills. He came in to lunch with some clients on a day that I was working. After his meal I was walking him to his car and I was eager to find out if…
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