The “Always Understaffed” Issue
I think a lot of us know how this one goes.
Your team is constantly understaffed to the point where “understaffed” is just “normal,” and your manager is reluctant to lift a finger. Calling out is impossible because your manager demands that you find cover for yourself rather than doing their job and managing the schedule. Meanwhile, burnout is mounting, in no small part due to the fact that customers are constantly bearing the brunt of their displeasure.
The “Unexpected High Guest Volume”
Seasonal increase in feet through the door or “guest volume,” as this manager put it, should be no unexpected thing. It’s a hotel. Depending on where you are, there are going to be more people around for whatever season your area is known for recreationally. It’s probably the most predictable business trend you could possibly hope for.
This is true for lots of services and anywhere that sees seasonally high trade. But in retail, at least, it’s excusable that the occasional weekend might be insane for any combination of a number of reasons, including whatever the weather decided to do that day.
But when I say “hotel,” you think of the next word that comes to mind. Ready?
“Hotel”
Was it booking? Well, whether it was or wasn’t, the idea of being booked in advance is just something that goes hand in hand with hotels and travelling. Where you’re staying for the night is kind of the thing you’d like to be sure is ironed out before you set out on your adventure.
So, when it comes to staffing for hotels… is there really anything “unexpected” about a busy weekend? I think it’s pretty clear, but you can be the judge.
The Spin Doctor
In organizations, framing is everything. A disappointing business plan or quarter can be made into a successful one if you put the right spin on it. At the end of the day, whether or not you get promoted or get to keep your job doesn’t necessarily depend on your performance… it depends on how people feel about it.
You see a lot of business leaders who are exceptionally good at this. It really has to make you wonder… is that how they got there in the first place?
But it stands to reason that, rather than fixing the issue, it’s much easier to put some spin on things or just totally sweep it under the rug and pretend it didn’t happen. So, that’s what this manager did, forcing the front-line staff to contend with the hordes of disgruntled guests.
Another hard day’s work as a manager done. Simply dust off your hands and hang up your collared shirt for the day, you legend.
