The hotel is trying to be more modern, and grow with the clientele. She doesn’t want to change with the company. “Has the quality of her work changed.” Caleb asked. “No but that’s not the problem. We’re in a newly competitive environment.” Sally hasn’t changed but the company is changing.
Sally not following the chain of command is an issue. If that’s what the job requires, and if you cant keep up with the chain of command then you are properly performing your job. “She has been told along with the everyone else that we have a new market segment and are taking on guest who demand a higher level of service, she hasn’t been willing to make that with us.”
The management team is supposed to observe, evaluate, and write an analysis when they have a problem. You evaluate the performance of the employee and their previous performance history that they have with the company. Performance reviews need to be conducted.
Sally should not have special treatment but she has been loyal to the company for many years. Over the past 7 years her performance history shows that it has been steadily declining. Management should have noticed this issue well before her almost being terminated.
Managing Hospitality Human Resources, Robert H. Woods
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