In December 2002, a new General Manager was brought in to a Sheraton in Orlando, Florida to make some badly needed changes. The hotel, a 302 room/592 bed property had suffered in recent years. PROBLEMS:
- sales were down;
- customer satisfaction ratings were unacceptable;
- employee morale was low, and
- teamwork was poor.
With the help of an Emotional Intelligence consulting firm, an organizational climate assessment was conducted to pinpoint the issues from the employees’ perspectives. The study found 3 major issues: - - collaboration, - trust, and - employee demotivation. Over the next 10 months, the consultants worked with the:
