| |
| |
Preface | |
| |
| |
Introduction | |
| |
| |
Matrix of Cases & Subjects | |
| |
| |
The Royal Hotel | |
| |
| |
The Royal Hotel's Organizational Structure (Key Positions) | |
| |
| |
Dealing with Employee Problems and Problem Employees-A General Guideline | |
| |
| |
| |
Meeting Human Resources Requirements | |
| |
| |
| |
The Organizational Chart | |
| |
| |
| |
Red Flags | |
| |
| |
| |
Candidate Screening | |
| |
| |
| |
The "80" Percent Rule | |
| |
| |
| |
The Left-Handed Server | |
| |
| |
| |
The On-Line Dirt | |
| |
| |
| |
Unexpected Interview | |
| |
| |
| |
The Incomplete Schedule | |
| |
| |
| |
The Bartender's Break | |
| |
| |
| |
Building Your Leadership Credibility | |
| |
| |
| |
Kitchen Camaraderie | |
| |
| |
| |
Off The Record | |
| |
| |
| |
Don't Shoot The Messenger | |
| |
| |
| |
Passing The Buck | |
| |
| |
| |
The Flashbacks | |
| |
| |
| |
The Morning Fun | |
| |
| |
| |
The Juice Squeezer | |
| |
| |
| |
The Service Elevator | |
| |
| |
| |
Claudia's Training Assignment | |
| |
| |
| |
The Six Leadership Styles | |
| |
| |
| |
Building And Managing Performance | |
| |
| |
| |
Sorry, I Don't Drink! | |
| |
| |
| |
The Chef's Expertise Is Beyond My Scope! | |
| |
| |
| |
Tyler The Overnight Houseman | |
| |
| |
| |
Gentle Hints | |
| |
| |
| |
The Slacker | |
| |
| |
| |
Yasmine's Appraisal | |
| |
| |
| |
Encouraging Others | |
| |
| |
| |
I Am Just a Part-Timer | |
| |
| |
| |
Housekeeping Guest Satisfaction Scores | |
| |
| |
| |
The Dead-Ender | |
| |
| |
| |
Tainted Occupations | |
| |
| |
| |
The GM's Morning Round | |
| |
| |
| |
The Chef's Incentive Program | |
| |
| |
| |
Dealing with Problem Behaviors | |
| |
| |
| |
Behaviors Promoted by Passive/Defensive Cultures | |
| |
| |
| |
Peter Is The Nicest Manager! | |
| |
| |
| |
The "Invisible" Accounting Clerk | |
| |
| |
| |
The Wishy-Washy Manager | |
| |
| |
| |
I Was Just Kidding! | |
| |
| |
| |
Did You Hear What Lori Did Last Night? | |
| |
| |
| |
The Weak Link | |
| |
| |
| |
Behaviors Promoted by Aggressive/Defensive Cultures | |
| |
| |
| |
It Won't Work! | |
| |
| |
| |
That's Just How The Chef Is! | |
| |
| |
| |
The Expert | |
| |
| |
| |
Jeff, You Test My Patience! | |
| |
| |
| |
The Perfect Change of Lightbulbs | |
| |
| |
| |
The "Bleeding Heart" of the Hotel | |
| |
| |
| |
Breaking Down the Barriers | |
| |
| |
| |
Taking Corrective Actions | |
| |
| |
| |
Choosing The Right Level Of Discipline | |
| |
| |
| |
Emily's Letters | |
| |
| |
| |
Toby's Silence | |
| |
| |
| |
When Employees Are Challenging Your Leadership | |
| |
| |
| |
I Have Plans for Tonight | |
| |
| |
| |
The Tipping Issue | |
| |
| |
| |
That's Not My Job! | |
| |
| |
| |
They Can Wait! | |
| |
| |
| |
Barbara Is Going Over My Head | |
| |
| |
| |
I Am Just Not Comfortable Talking to You! | |
| |
| |
| |
I Don't Have Time to Talk to You | |
| |
| |
| |
I Know My Stuff! | |
| |
| |
| |
He Couldn't Find His Office Without a Map! | |
| |
| |
| |
Relationship with Your Boss | |
| |
| |
| |
My Way or the Highway | |
| |
| |
| |
The Buffet Setup | |
| |
| |
| |
Lipstick on the Glass | |
| |
| |
| |
Alison, The Credit Manager | |
| |
| |
| |
The New Table Pickup System | |
| |
| |
| |
The Missing Cancellation Clause | |
| |
| |
| |
Managing a Diverse Workforce | |
| |
| |
| |
Why Diversity Matters | |
| |
| |
| |
The Levels of Exclusion | |
| |
| |
| |
Please Hire Him, He Is Like Me! | |
| |
| |
| |
English Only | |
| |
| |
| |
Can I Have Another Boss Please? | |
| |
| |
| |
Can I Have Another Server Please? | |
| |
| |
| |
The Cake Order | |
| |
| |
| |
I Am Not Your Slave! | |
| |
| |
| |
Name Calling | |
| |
| |
| |
A Strong Accent | |
| |
| |
| |
The Empty Conference Room | |
| |
| |
| |
Special Skills | |
| |
| |
| |
The Bamboo Ceiling | |