Management by Walking Around Obsession

"Regarding the management of his hotels and resorts, Sol was a great proponent of the “management by walking around” method. “If you walk around enough,” he would tell his managers, “you will…"

"Much to the satisfaction of his investors, Sol worked hard at every operational aspect of The Beverly Hills. Just like Ben Novack, his mentor at the Fontainebleau, he was everywhere. He was just as likely to pop up in the laundry or the boiler room as he was to be found at the front desk. He wanted to know what was going on at all times. He knew exactly how many people had visited the Copa or dined in the restaurant the night before. He knew how many check-ins and check-outs there had been and whether he had too many or too few staff on hand. He met his guests frequently and observed his staff while doing so."

"Sol also knew that almost all hotel supplies were things that his staff needed too. Whether it was bedsheets or the food in the kitchen, the hotel storerooms and bedrooms were full of items that the employees could use in their own homes. Therefore, we needed proper control and inventory procedures – but the best control of all was managing it by walking around. Sol drummed this into his managers and got angry if they did not practise it. He hated it when they sat in their offices. He wanted them to be out and about, witnessing what was going on…"