You have been called in to advise the owners of an exclusive new luxury hotel. For the venture to succeed, hotel employees must focus on providing customers with the highest quality customer service possible. The challenge is to devise a way of organizing and controlling employees that will encourage employees to be committed to the hotel, and that will reduce the level of employee turnover and absenteeism - which are typically high in the hotel business.

1. How do the various management theories discussed in this chapter offer clues for organizing and controlling hotel employees?

2. Which parts would be the most important for an effective system to organize and control employees?