You are an independent consultant who has recently been
Readthe following scenario:
You are an independent consultant who has recently been
hired by JC’s
Casino to help improve retention issues concerning the dealers and
housekeepers. Most of the dealers have been leaving the casino to work at other
casinos in the area, even though JC’s Casino pays better than their local competition. On
several exit interviews, many of the dealers have cited the pit boss, Joe, as
being “toxic, overbearing, evil, and incompetent.” Joe is the casino owner’s step-son and the HR director, Tom
Sneed, is afraid to confront the owner.
Among the housekeeping staff, there has been an above
normal rate of absenteeism and high turnover of rooms. Many of the managers who
work in accounting, payroll, and other departments have had to ask their
full-time employees to help cover for housekeeping by cleaning rooms
periodically. Because of this problem, the hotel has had to adjust their check
in times from 3 p.m. (the industry standard) to 6 p.m. Customers have arrived
earlier and the hotel has had to accommodate them by creating a room to hold
luggage. They have also had to hire staff to man the luggage room.
The director of housekeeping, Andrew Keehn, has been
working hard to add more staff but he states “good help is hard to find.” The
housekeeper’s
current hourly wage is comparable to other casinos in the area but because of
the staffing shortage, the housekeepers have to clean more rooms per day than
their counterparts. The casino owner only knows that there are some issues with
keeping the dealers and that some customers were upset because they had to wait
to check in. You have been hired for a quick fix and your suggestions were
needed yesterday.
