'It's not approved'
'It's not approved'By Carol White
Thursday April 24, 2008 [04:00]
The power outages in Gauteng have caught the hoteliers napping. There isn’t a plan, “ b,” because management haven’t bought generators yet. It’s still on the agenda, staff in two hotels advised. One of the hotels in Rosebank had a notice in reception, that power was out between 10a.m. and noon daily. And so….what should the guests expect? Well there is just no power. One of the hotels in Sandton had no power all Saturday morning. For breakfast, there was not even bread available!
Guests were greeted by a display of frozen fruit and frozen muffins. What stopped management or the food and beverage team from hopping into their car and going to the Sandton Mall which is only five minutes away and buying all the necessary items for a continental breakfast.
When this question was posed, the answer was, “who is going to do it?” Well what about you or you or you? A look of blankness, “It’s not approved.” The chef resplendent in his white uniform continued his task of shining the silver.
A manager not in sight and the food and beverage area a mess. No one interacting with guests. Really a poor show. The hotel could set up a continental breakfast outside on the patio with purchases from the bakery at Sandton Mall.
For many of us, in senior management, we got where we are today, by being that person who took action. Hotels spend a percentage of revenue on training. Isn’t it really sad that solving problems and using common sense is not part of the curriculum. Maybe that’s why I have a problem with training programmes that are not practical.
In the corporate world, management is spending time on things that don’t bring the customer back. We are all guilty of ticking the “done that ” box and moving on to the next and next. As long as the boss is happy and we are meeting the corporate expectations.
Be radical and say this is not the way we should be doing business! Not another meeting on what customers think or want. Get down and change the things that we know need changing. Not another promotion – let’s do what our core business is about – serving customers and making money.
It is inspiring to see how there is no longer a formal hierarchy in becoming successful. The internet has changed this. So has the emerging middle class. There is now buying power in the middle class. This opens a new revenue stream. In Zambia, look at how many vehicles are on the road.
They all require fuel. If you owned a fuel station, would you persue the top corporate accounts, who by the way would be on account and probably pay in 45 days or would you open your outlet for 24 hours every day? Guess where you make more money? Now wouldn’t it be amazing to encourage this market to come to your outlet. Open 24 hours, have fresh takeaway food available. Wouldn’t a 24-hour repair centre be popular?
Interestingly in South Africa, people do not want to work overtime or on weekends, even if the money is double.
Do we have a weekend handyman service in Zambia, to repair plumbing problems and the general fix it requests? I bet this type of business would fly.
I love to say “my hair stylist,” in Johanesburg – well he is Jordanian and came to South Africa ten years ago. He has opened his own salon this month. He is not rich. He doesn’t have family in South Africa. He arrived not able to speak English. It’s about working and wanting to have a business.
Formal education does not prepare the youth for the working place. When I look at the text books, they are not much different to forty years ago. Surely this must change.
Africa is so rich with culture and has the resources to establish an African curriculum that can be accredited if that is so important.
Africa has to stand up and be proud and say, “It’s our time,” When power and energy is channelled into education in Africa there will be transformation and respect.
Honestly do we have to emulate the international systems? How relevant are they?
How African is Africa? I challenge all of us to ponder this.
I can see centres where foreigners will come to study Africa – African Academy’s through out – we have enough academics and intellectuals to make this possible in Africa.
We do live in a global world and yes its important to be able to be multicultural. What no one can buy or take away is our spirit and what makes us tick. Zambia must hang onto that. It is truly special.
shimika08 AT yahoo.co.uk
Labels: MANAGEMENT
posted by MrK @ 10:35 PM
1 Comments:
This is the second article by Carol White I have read. She comes off as a reasonable person, but a little too much on the right of things.
" What stopped management or the food and beverage team from hopping into their car and going to the Sandton Mall which is only five minutes away and buying all the necessary items for a continental breakfast. When this question was posed, the answer was, “who is going to do it?” Well what about you or you or you? A look of blankness, “It’s not approved.” The chef resplendent in his white uniform continued his task of shining the silver. "
So the question is - are these folks caught up in a system that does not award initiative, in fact, even punishes initiative? How about the educational system? How did pre-1994 education look upon taking initiative by employees? Or even present day education?
" Be radical and say this is not the way we should be doing business! Not another meeting on what customers think or want. Get down and change the things that we know need changing. Not another promotion – let’s do what our core business is about – serving customers and making money. "
So how about having modern incentive systems that actually reward people with salary increases and promotions, if their judgment is correct and they take initiative?
" Isn’t it really sad that solving problems and using common sense is not part of the curriculum. "
I wouldn't disagree with that, but that doesn't change the fact that employees need to work in a system where initiative isn't punished, and results and going the extra yard are rewarded.
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