Structured empowerment: an award‐winning program at the Burswood Resort Hotel

Abstract

In recent years, organizations have identified the benefits of employee empowerment programs: empowered employees are able to solve customer and organizational problems promptly and professionally. The management at the Burswood Resort Hotel in Western Australia recognized that they wanted to develop these qualities in their employees and embarked on an empowerment program. Management acknowledged that achieving an empowered workplace was a long‐term initiative requiring continued management commitment. Their approach was based on management theory and practice, yet remained flexible to the needs of the hotel’s employees and customers. A program was designed and was tailored to the hotel’s culture and work environment. An empowerment survey was conducted prior to the program and again 18 months after its initiation. This article describes the organization’s experience of introducing empowerment into a traditionally‐structured workplace; explains its success; some of the problems encountered and the effect of a recent merger on the progress of the program.