17d • General discussion
Developing & Empowering Staff
Busy managers are doers. They jump behind the bar, fix tickets, close tills—because “it’s faster if I just do it.”
But the problem is, you never grow past firefighting.
Productive managers:
- Train staff so tasks don’t bottleneck with them.
- Empower supervisors with responsibilities.
- Build accountability systems so the manager can focus on coaching instead of doing.
Case Example:A floor manager insisted on doing all guest complaints herself. Staff waited for her every time. Eventually, she trained two supervisors to handle first-level complaints using a simple script: “Listen. Apologize. Offer. Escalate only if necessary.” Complaints dropped by 40% because staff could solve issues instantly.
Reflection Exercise:
- Write down one task you refuse to delegate.
- Why haven’t you delegated it?
- What training or trust system would allow you to hand it off this week?
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Developing & Empowering Staff
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