Once I realised that the solution was to take direct control of the personnel shift planning, my next move was clear: I had to speak with the General Manager. It was not a comfortable conversation to have as a 23-year-old manager who had been in the role for only a few weeks. But the chaos on the floors was real, and I had the evidence in front of me...
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Episode 1: A fresh hotel school graduate steps onto the floor as housekeeping manager for the first time — and discovers that real education starts where the classroom ends.
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