EOC "Old Timer Makes Waves"

1. What recent changes at the Edgeway Hotel precipitated the problem with Sally?

Recent changes at Edgeway Hotel include modernizing, growing and new management. These have all caused a problem with Sally because she does not want to change her old ways from when she first started at the hotel. Sally's letter states, "I'm not doing anything differently than I have for the past 20 years, but all of a sudden I'm not any good." This proves that Sally's work habits have not grown with the company.

2. Is it an issue that Sally didn't follow the chain of command?

This is absolutely an issue. If Sally were doing her job up to

the expectations of the hotel and its management, there would not be an issue at all. Sally wants the "same old" but it's no longer cutting it for the hotel. Sally being unwilling to grow with the hotel puts her at a large disadvantage for employment. "We're in a newly competitive environment. She's been told, along with everyone else, that we have a new market segment and are taking on guests who demand a higher level of service. She hasn't been willing to make that change with us." states Francine, the room's division manager of Sally.

3. What are the roles and responsibilities of the management team in deal with this situation?

The roles and responsibilities of the management team are to observe and evaluate Sally's performance. They should also speak with her about her performance and ask her to improve. If improvement is still not seen in a set amount of time, Sally will have to be let go.

4. Does Sally's length of service and past performance warrant special treatment by management in handling her current situation?

Sally's length of service and past performance does call for special treatment by management in handling this situation. Clearly, Sally has displayed and proven her loyalty to the hotel. The hotel should give Sally another warning before letting her go, telling her she must improve her performance.

Francine: "We've tried everything to get her to change. I even had Sydney send her to training. Nothing worked."

Caleb: "What sort of training did you send her to? Did she receive training on something she didn't know how to do? Did Sydney follow up with her so that she knew what she was supposed to learn?"

Obviously, Caleb is trying his hardest to pull for Sally since she has been an asset to the hotel in the past. However, when employee expectations are repeatedly not met, loyalty has nothing to do with keeping a position.