November and December is a very busy month for hotels in Malaysia.
Its the last term school holidays leading to Christmas and New Year. Families
will be traveling, some resorts will be full during the durations. Manpower
will be stretch to limit as this is the last two months for the year to
maximize revenue and profit. What most of these hotels fail to see is what Sun Tzu
in Chapter 2- Waging War about prolong war.
"There is no
instance of a country having benefited from prolonged warfare" Verse 6, Chapter 2 Waging War.
What I see is the staff will get very exhausted as some
companies even hold back leaves and offdays. When the staff energy level and morale
is low,then service level will also decline. When service level declines, customers
are not happy. When customers are not happy, what do they do nowadays. They not
only don't come back, they let everyone know of their unhappiness. They write
in reviews, blogs, social media sites like Facebook, Twitter and so on. Then
the whole world will know your service sucks. Sun Tzu's have another quote for
this situation.
"Now, when your weapons
are dulled, your ardor damped, your strength exhausted and your treasure spent,
other chieftains will spring up to take advantage of your extremity.Then no man,
however wise, will be able to avert the consequences that must ensue" Verse 4, Chapter 2- Waging War.
So what I normally do when the busy season is about to come.
I will source for partimers so as I can reduce the extra working hours of my
permenant staff. So they will be well rested. And I also give them time off to
go for holidays with their family, especially those with school going kids. These
are the perks thats is better than money. They will really appreciate you and
work hard for you. Always remember that your staffs are humans too, they have feelings.
As Sun Tzu said in Chapter 9.
"Therefore soldiers
must be treated in the first instance with humanity, but kept under control by
means of iron displine. This is a certain road to victory" Verse 43,
Chapter 9'
Also Read
Most people will say that its not honest to use spies in what we do. But I don't agree with this statement. Spies if used with integrity and honestly can be a great asset to an establishment. With spies you can know why the competitors is getting more business or what they are doing differently. Maybe their product or sales team is better, so then you can improve your product or team with this piece of info. That is why Sun Tzu has dedicated a chapter on the use of spies. Below is one of the verse "Knowledge of the enemy's dispositions can only be obtained from other men." Verse 6 Chapter 13. THE USE OF SPIES Even the office gossip is useful.