Employee Empowerment

Abstract

Employee empowerment is an all-inclusive management philosophy that gives line employees the express authority to make decisions on the spot to resolve guest problems and complaints. Empowerment starts with the general manager's approach to operation and then is spread downward into the ranks. It can be highly structured or flexible. Hoteliers who have given their employees authority have found that the overall level of monetary adjustments declines. Establishing an empowerment program is a step-by-step process that includes informational meetings, training sessions, and follow-up diagnostic meetings. The results of an empowerment program can be measured in terms of guest satisfaction, employee satisfaction, and a management assessment that includes the effect on the bottom line.