The purpose of this training day was to enable management to better understand the day-to-day
activities of running the hotel. Not having spent time prior to this program at the grass-roots level, many
of these executives were far removed from the problems employees faced in dealing with customers.
The object was to bring managers closer through direct experience. For example, one purchasing
manager was assigned to spend the day working as a cleaning staff employee at the Hyatt in Chicago.
During the course of her day, the purchasing manager encountered a major obstacle-there wasn’t