A Team That Never Closes
Who this book is for
Chủ và quản lý cơ sở lưu trú, homestay, khách sạn nhỏ, resort, cùng người làm lữ hành và kinh doanh trải nghiệm ở Việt Nam; quy mô từ bốn phòng tới hai cơ sở, hoặc một công ty tour vài người. Người đọc là NGƯỜI KINH DOANH, không phải khách du lịch.
Sound familiar?
- Almost nobody wants the night shift, and it usually falls to the newest person.
- The owner is called at two in the morning for things staff could have decided.
- Service differs noticeably between shifts with the owner present and without.
- Peak season is short-staffed and the low season is overstaffed.
After reading, you can
Help a host roster and delegate so quality doesn't depend on their presence.
Each chapter answers one question
Chapter 1: Do my shifts follow office hours, or guest hours?
At what times do my guests need someone on hand?
The duty roster must match when guests need people, not office hours.
Chapter 2: Why does my phone still ring at 2 a.m.?
What can staff on duty do without asking me?
If staff can decide nothing, everything becomes a call to the owner, even at two in the morning.
Chapter 3: Does the next shift hear it from notes, or guests?
What does the next shift know about what happened in the previous one?
Information drops at shift handover, and guests are the ones who discover it.
Chapter 4: Do seasonal hires save peak season, or sink it?
How many extra people do I need in peak season, and when do I start hiring?
Seasonal staff arrive exactly when you are busiest and have the least time to train.
Chapter 5: Do I run this place, or does it run me?
If I were away for a week, how much would quality here drop?
A property that only runs when you are present is one you can never leave.