Lesson 8.5

Know Your Authority Before You Act

Estimated time: 7 minutes

One of the most important judgment questions is:

Am I authorized to make this decision?

Scenario

A hotel guest complains strongly about a service failure.

The employee decides:

“I’ll give them three free nights.”

The employee has authority to offer only a small approved service recovery.

The employee wanted to help.

But good intentions do not create authority.

They can help protect:

Employees should know which decisions they can make independently and which require approval.

Depending on the workplace:

Can I do this?

is different from:

Am I authorized to do this?

You may physically be able to access something.

That does not mean you have decision-making authority over it.

Retail — access is not discount approval

A cashier knows how to change a price in the till.

BETTER RESPONSE

That capability does not authorize an unusual discount; use only approved discounts and refer exceptions to the decision-maker.

School office — records are not yours to release

An administrator can open a pupil’s record.

BETTER RESPONSE

Being able to view it does not authorize sending it to someone who asks; follow the school’s approved access and disclosure process.

Workshop — skill is not repair authority

An employee has repaired similar equipment elsewhere.

BETTER RESPONSE

That experience does not authorize a repair here; confirm workplace authorization and required training before taking on the task.

Remember

Capability is not authority.