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