Problem
I was recently at a hotel bar enjoying a beverage with my spouse. His beer was flat, so he got the bartender's attention and let him know there was something wrong with the keg. The bartender apologized and said he was going to get his manager. The manager arrived about 10 minutes later, inspected the beer, logged into the computer, spoke to the bartender and left. The bartender then got my husband a replacement beer.
i. What does the order of this story tell you about employee empowerment in this hotel?
ii. From a customer service perspective, what would've been a better way to handle this situation?