Recently I went to check out a few hotels to look for a suitable training venue. In one the receptionist said: “I’ll just tell the Director. Everything has to go through him.”

Now I really try not to make snap judgements but the following flashed through my mind:

  1. Doesn’t the Director give responsibility/empower his people? He must be insecure. Moreover, what will happen if I have a problem?
  2. Having everything going through him is really inefficient … and a cost for the hotel … which sooner or later will be passed on to the customer.

Just think what a casual comment can do.

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