THE
WELL-OILED
ORGANIZATION
BY HORST SCHULZE
together into processes that result in
a superior product for the customers.
What is that product? In the case of the
restaurant, it is the sum of the enjoyable
dining experience. In my hotel, it is a
restful and pleasant overnight stay. In
your business, it will be something else.
But the principle remains constant.
Cardinal Rule: Don’t Just Hire—Select
I want to focus on the third input:
getting the right employees. We can’t
just hire anybody. Before you post a
single job opening, take time to think
about what kind of person could do this
job successfully and even joyfully. Who
would get up in the morning and want to
do this? What kind of personality would
they have?
I didn’t originally know how to go about
this, so I asked for help. The consultant
firm I chose proved to be invaluable.
They went to work on “What makes a
good doorman?” Interviews with some
of our best doormen revealed that they
all liked to be outdoors! If I had put them
in a windowless room full of computers,
they would have been miserable.
Soon we were building what we called a
“success profile” for each job category.
We started asking applicants for
housekeeping positions such questions
as, “How do you feel about cleaning up
after a party?” Makes sense, doesn’t it?
If somebody naturally likes to tidy up
their home or take care of messes left
behind by others, they will do well at
cleaning hotel rooms.
Solutions • 51