Case Study

I Never Wanted to Be a Supervisor Anyway

Johann is a food server at the Lakeside Inn, a $200-$room hotel with a coffee shop and a fullservice restaurant called Hummingbirds. Two years ago, Johann started out as a buser in the coffee shop, but because of his outstanding performance he was quickly transferred to Hummingbirds and made a food server.

Johann's excellent record continued in his new position. Johann was always on time, was great with the customers, and was a real team player. When the busers fell behind, he helped them catch up without being asked. When another server needed help, Johann was always willing to take on tables in addition to his own. He even got along with the cooks. Within weeks at his new position, he knew everyone's name and was usually the center of attention in the employee breakroom. As time went by$,$ he won employee of the month so many times it became somewhat embarrassing.

Sarita, the dining room supervisor at Hummingbirds, was Johann's boss. Because Johann got along with the staff so well, Sarita asked Johann to fill in for her every Wednesday$-$Sarita's day off and the slowest day of the week for the restaurant. Johann seemed to do a good job in this role. Serious problems seldom came up on Wednesdays, and if one did, Johann would tell Sarita about it on Thursday morning so Sarita could take care of it$.$

When Sarita was made restaurant manager of another hotel in the chain, she encouraged Johann to apply for her position. "I think you'd make a great supervisor. The job will be posted internally for three days, and I$\text{'}$m not sure who's going to apply, but you can count on me for a glowing recommendation." Sarita not only thought this would be good for Johann but knew