A hotel receptionist, promoted to management, is finding it hard to lead his team when he has no training or experience. A potentially great leader lies within - can coaching release him? A year ago, Johan was promoted from receptionist to reception manager at a small boutique hotel. He has recently taken part in a 360-degree appraisal with five of his colleagues and five of his direct reports. The results show that his lack of management experience is having an impact on the way he leads his team. With no training or managerial skills, Johan has struggled to position himself as...