Recommended Reading from Hospitality Educators | Nothing Changes Until You Do: A Guide to Self-Compassion and Getting Out of Your Own Way 

Good lessons – recommended reading over a two week period, with small tastes and taking time to sink in. 
 Nothing WIll Change Until
This book is a series of contrasts.
The contrasts are an evolution of time and are generally positive and to the point.I am not familiar with the career of Mike Robbins as a ballplayer, but it can be interesting to see the world from a different profession than our own.  Some can say that most readers don’t really care about his ego and success in baseball, yet we all care about our life story and that is what we know about.The author’s writings style uses an easy to read format and the chapters are short and bite sized. This is a book from Hay House publishing and one can see the values and approach that many of their authors use.

 

In particular, I like the following chapters
• Chapter one – focus on what really matters
• Chapter six – ask for help
• Chapter seven – don’t get caught in the trap of comparison
• Chapter 10 – don’t take yourself too seriously
• Chapter 13 – give yourself permission to make mistakes
• Chapter 17 – remember that it’s not the circumstances, it’s you
• Chapter 18 – appreciate people
• Chapter 20 – give yourself permission to cry
• Chapter 24 – practice gratitude
• Chapter 27 – remember that your much more than what you do
• Chapter 31 – be easily amazed
• Chapter 37 – focus on what you can control
• Chapter 40 – live like you’re going to die (because you are someday)

I read two books a week, with one novel and one for something to expand my mind in a different direction. I doubt if there is much information in this book that many of us have not been exposed to previously, yet we all realize that we must keep repeating the lessons that are hard for us to learn if we are to gain from their strength.

This is a good book and a recommended reading over a two week period, with small tastes and taking time to sink in.

Dr. John Hogan, CHA CHMS CHE CHO
HospitalityEducators
Hogan Hospitality

Success does not come by accident or chance.

Contact us for assistance.

John.Hogan@HospitalityEducators.com or 602-799-5375

HospitalityEducators.com was created to help hospitality businesses address problems via a training and information resource site to help you increase your Hotel’s revenue, market share and profitability.  With more than 2,000 pages of tips, guides, best practices, strategies, plans, budgets, videos and resources, HospitalityEducators.com is the #1 independent website for hotel owners and managers.  This site can help you solve your problems now!

KEYS TO SUCCESS  is the umbrella title for my ongoing programs, hospitality services and columns. This year’s writings focus on a variety of topics for hotel owners, managers and professionals including both my “HOW TO” articles, HOSPITALITY CONVERSATIONS™, Lessons from the Field™, Hotel Common Sense™ , THE P-A-R PRINCIPLE™  and Principles for Success.

Feel free to share an idea for a column at john.hogan@hospitalityeducators.com   anytime or contact me regarding consulting, customized workshops, speaking engagements … And remember – we all need a regular dose of common sense,


 

John Hogan is a successful hospitality executive, educator, author and consultant and is a frequent keynote speaker and seminar leader at many hospitality industry events. He is CEO and Co-Founder of www.HospitalityEducators.com , which delivers focused and affordable counsel in solving specific challenges facing hospitality today.
www.HospitalityEducators.com  is a membership site offering a wide range of information, forms, best practices and ideas designed to help individual hoteliers and hospitality businesses improve their market penetration, deliver service excellence and increase their profitability.

www.HoganHospitality.com

Expert professional services for hotel owners.

Your Hospitality Resource for the Hotel Owner, Innkeeper, Manager and Hospitality Industry Associations.

Stories Of The Women and Men Lost On September 11| Recommended Reading from HospitalityEducators.com|

By Dr. John Hogan, CHA CMHS CHE CHO
September 10, 2014

2001-2014 = 13 years of memories, lessons learned and values appreciated

American Lives: The Stories Of The Men And Women Lost On September 11

I have had this book for several years now – I found it at a used book sale. I almost passed it by, but was genuinely moved by the collection of personal stories complied by the staff of Newsday and the Tribune Company.   If you choose to pass on the book, I understand – it is not easy to keep returning to such a memory, but I strongly recommend you read the brief collection of thoughts below.

This is a mini-biography of some of the women and men who lost their lives on that day.  Some of what really moved me were the titles in the stories.  You will understand without even reading the full story:

  • Robert, there’s another plane coming
  • Dad, I gotta go. There’s smoke in here now
  • Take care of my kids
  • She still lives in his dreams
  • She opened up his world
  • A recovered ring completes a circle of life
  • He made every day a party
  • That day, she learned she was pregnant
  • After 20 years, they still held hands
  • A hero by any definition
  • He ignored his own order to flee
  • Firefighting was all he talked about
  • He dreamed of a school for autistic kids
  • She beat Hodgkin’s and eased others pains
  • Her family’s first college graduate
  • Death in a place of prayer
  • They knew what was important
  • She kept going back in
  • A rescuer who wouldn’t be stopped
  • A coach who brought out kid’s potential
  • Her husband watched her disappear
  • She tried to block the cockpit
  • The man who said “let’s roll”
  • He stayed to check on an elderly colleague
  • A cool army vet who helped others evacuate
  • He saved his wife, but not himself
  • A son is born as a father is mourned
  • and probably 200 more headings and stories

The book is only 200 pages in a slightly oversize format.  The five sections are to the point:

Little Brother, You’re MVP in our hearts, and as sub-sections includes
1. last phone calls
2. love stories
3. FDNY and
4. lost promises

The first into heaven
5. they died together
6. rescuers
7. mothers, fathers, sisters, brothers
8. on the planes

A Husband is Missing No More
9. High Finance
10. New Americans
11. In the Pentagon

A Man of Unusual Disposition
12. free spirits
13. tower people
14. legacies

The List of the Lost
World Trade Center Occupants
Pentagon
Emergency/Rescue Personnel
American Airline Flight #11 -WTC North Tower
United Airliners Flight #175 -WTC South Tower
American Airlines Flight # 77 – Pentagon
United Airlines Flight #93 – Pennsylvania

9-11 marked the first time the USA had been successfully attacked on its own soil in an undeclared war by terrorists and it changed the country forever in many ways. Innocent civilians of all religions, professions, ages and activities were affected in ways not imagined before.

I was with a  major hotel company on that day and my team and I were delivering a workshop out of state and the 100% closing of all airports, some roads, many government and business centers was an eerie sensation for the week that followed. In the years since that day, on those times when I am interacting with groups and others on September 11th, I make sure we take that moment of silence to remember and reflect.

I encourage you to watch the following You Tube

When the World Stopped Turning: A 9/11 tribute

Remember and Reflect

HospitalityEducators.com was created to help hospitality businesses address problems via a training and information resource site to help you increase your Hotel’s revenue, market share and profitability.  With more than 800 pages of tips, guides, best practices, strategies, plans, budgets, videos and resources, HospitalityEducators.com is the number 1 website for independent hotel owners and managers.  This site can help you solve your problems now!      Read More 

  Success does not come by accident or chance.

Contact us for assistance – John.Hogan@HospitalityEducators.com or 602-799-5375

Resolving Problems between the Boss and Yourself | Dr. Marc Clark Guest Blog from HospitalityEducators.com

Resolving Problems between the Boss and Yourself

Use the following checklist to assist you when dealing with problems.

When a potential or real problem arises:

  1. Acknowledge that there is a problem. Most problems with a boss are resolved by accommodation
  2. Identify possible solutions in dealing with the problem.
  3. Contact boss about the problem and set up discussion time.

During the meeting:

  1. Inform boss of the problem. Use disarming tactic to reveal the problem: “Boss, I need your help in dealing with a situation.”
  2. Acknowledge the boss’s position of authority in dealing with the problem.
  3. State the problem objectively.
  4. Be mindful of a threatening response. Example: “Are you suggesting that I might be the problem?”
  5. Ask your boss for possible recommendations and solution options in dealing with the problem.
  6. Thank the boss for his or her time, courtesy, and assistance with the matter.

After the meeting:

  • Follow up. Tell the boss how the solution is working.

TIPS TO PONDER:

  1. Do not take the problem personally.
  2. Empathize by putting yourself in your boss’s shoes.
  3. Be an active listener to his or her responses.
  4. Be open-minded.
  5. Don’t attempt to change the subject.
  6. Don’t interrupt; you will get a chance to speak.
  7. Maintain personal integrity.

Dr. Marc Clark, CHA, CHRE, CHE, CHO
President & CEO at SmartBizzOnLine.com

Conflict with your boss is always uncomfortable.  These tips offer tangible ways to address this situation.

Training and Development – A self-analysis | Guest Blog from HospitalityEducators.com

Training and Development – A self-analysis

Place a check mark beside each of the answers that in your opinion are true or false.

1. As long as I know what the department’s goals are, my employees only need to know what’s involved in their own jobs. True____ False____

2. All employees should be able to work well with all other employees. True____ False____

3. Our department’s goals and the methods for reaching them should come from upper-level managers.  True____ False____

4. Employees know when they’ve met their goals and when they haven’t. They don’t have to be told.  True____ False____

5. Trainers can encourage teamwork through training employees to keep the sales department up-to-date regarding special events they learn about within the community.
True____ False____

6. Trainers can encourage teamwork, by training employees to ask guest to tell housekeeping about needed repairs or cleaning problems. True____ False____

7. Trainers can encourage teamwork through encouraging employees to learn the hours of operation and the location of restaurants, lounges, health clubs, and other areas at the property so that they can help guests enjoy everything the property has to offer. True____ False____

8. A strategic training plan should be separate from the organization’s strategic plan. True____ False____

9. In general, adult learners tend to be more focused on the big picture, contributing to the betterment of the organization as a whole. True____ False____

10. In general, adult learners tend to be more focused on the practicality of learning, such as why it is needed, how it will be used, and how the individual will benefit.
True____ False____

11. In conducting training sessions with adult learners in the hospitality industry, trainers may experience more success by relating the training directly to the workplace with examples and role-plays.  True____ False____

12. The primary purpose of a cost-benefit analysis is to determine whether the skills and knowledge gained in the training have transferred back to the workplace. True____ False____

13. Common methods for identifying an organization’s training needs include conducting employee surveys, reviewing guest comments, and performing job analyses.
True____ False____

Jennifer Calhoun MBA, CHE | Founding Associate, HospitalityEducators.com
This assessment is not designed to give a score, but rather to identify areas that are already strong and others that could use additional focus.
Jennifer is currently a graduate student pursuing a PhD degree in Hospitality Management at Auburn University. Her research focus is on sustainability.   

 She was the Program Director for the Hospitality and Tourism Institute at Prince Georges Community College where she was responsible for leadership, program planning, marketing, recruiting, and determining the Institute’s goals and curriculum development priorities. Her responsibilities also included, identifying staffing, facilities, equipment and supply needs while ensuring high-quality instruction for programs that served the hospitality and tourism industry. She was the primary liaison in cultivating and maintaining mutually beneficial relationships with businesses, government agencies, and professional associations.

In 2010, HTI received the Maryland Tourism Education Foundation Award given at the Maryland Tourism and Travel Summit in Annapolis and Jennifer received ,“The Lamp of Knowledge Award for United States Educator,” from the American Hotel and Lodging Educational Institute (AH&LEI).

Rules of Engagement: Fair and Firm | Guest Blog from HospitalityEducators.com

Rules of Engagement: Fair and Firm

author/source: Dr. Marc Clark, President & CEO SmartBizzOnline.com

If you have any workplace rules, regulations, policies and/or procedures there’s a good probability that sooner or later they will be broken by one or more of your workers and that you may have to step up and enforce those company standards with some form of discipline.

Discipline doesn’t necessarily mean automatic termination. One has to first gather all the facts, investigate their credibility and then issue a consequence that is fair to the infraction. Hopefully your business has a written set of standards, employee handbook, and established Code of Conduct to provide you assistance in such matters (and to assist in creating consistency and continuity in the way you deal with people).

Discipline should be administered in a four step process, in a progressive manner. First infraction the employee should receive a verbal warning, Step #1, discussing the problem and expectations of eliminating the problem. However this discussion with the employee will be documented on a formal company disciplinary report and filed in the employee’s personnel folder.

If the undesirable behavior continues Step #2 is administered, the “Written Warning”. The employee’s behavior is documented and a discussion with warning in hand is conducted. Within this written warning the verbal warning is noted. The conversation held with the employee at this level is more serious and accountability is stressed. At this level the employee should have a clear understanding that any continuance of the unacceptable behavior will lead up to either Suspension, Step #3 or Termination, Step #4.

The employee must be consciously aware that it will be their conduct that will generate the final decision and outcome as to what will happen to them because of their behavior. They in essence choose their destiny and supervision will be administering their choice.

Employees should always be given the opportunity to provide their side of the story during a disciplinary action. In Steps, 2, 3, and 4, comment space should be provided the employee on the disciplinary form itself. Also for these three steps of discipline, supervision should request that the employee sign the disciplinary form. However it should be noted that signing the form does not mean that the employee agrees with what is written on the form but that the form and its contents has been reviewed and that a copy of the disciplinary report has been given to the employee. Should the employee refuse to sign, supervision should document this employee refusal and have it witnessed by a third party, preferably another supervisor.

In all but the most serious cases, you’ll want to try to avoid terminating employees, especially if they are good workers. In fact, terminating a worker without some form of discipline policy and procedure could cause you some form of legal problem especially if any form of discrimination can be justified. Without a clear policy and verification that the policy was used for the terminated employee, you could end up in a “your word against the employee’s” situation. It is always a good practice to permit employees to respond to disciplinary counseling, either verbally or in writing. By permitting the employee to respond, managers often can defuse a potentially explosive state of affairs.

Here are some things to ponder as you prepare your company’s discipline policy and procedure process:
Setting up a structured and fair discipline program gives you some background on the philosophy and the goals of a discipline program. It also explains progressive discipline and what a discipline program should contain. Remember that discipline means something more than just punishment. It also supports the idea of training that is expected to produce a specific character or pattern of behavior that will produce moral and mental improvement. Discipline aids in providing a systematic method to obtain obedience.

Employees’ complaints assists you in dealing with employees’ complaints and guides you though the process of setting up a program and a policy to manage these complaints.

Performing an investigation and an inquiry tells you what to do once a grievance has been received and details the steps you need to take in appraising the situation. In order for a disciplinary program to be successful, this step must be mastered by all those administering it. From top down it should be implemented in a consistent manner.

Dealing with difficult employees will help you with the most challenging part of the discipline process – actually confronting the employee. You will need to make decisions about whether to coach or council an employee and how to go about doing it fairly and without bias.

Proper documentation of disciplinary actions is a significant part of the discipline process that must be done accurately to protect your business and substantiate any actions you take against employees. All disciplinary decisions should be made on a business decisions and not personal decisions.

Share your thoughts with Dr. Clark at drmarc@smartbizzonline.com

Discipline doesn’t necessarily mean automatic termination. One has to first gather all the facts, investigate their credibility and then issue a consequence that is fair to the infraction. Hopefully your business has a written set of standards, employee handbook, and established Code of Conduct to provide you assistance in such matters (and to assist in creating consistency and continuity in the way you deal with people).

Recruiting Strategies in Hiring and Retaining Employees | Guest Blog – HospitalityEducators.com

The need to hire an employee can arise from various events such as voluntary or involuntary termination, increased workload, or restructuring of a department or position, resulting in the need for additional skills and/or abilities that current employees do not possess.

Needs Assessment
The first step in the recruitment process should be to evaluate the need to hire a new employee. In the case of an opening resulting from a termination, the company should consider:

  •  Whether the job responsibilities of that opening can be absorbed by other positions.
  •  Whether the position should be eliminated.
  •  Changing the position to a part-time or temporary status.
  •  Restructuring the department to accommodate the changes without adding staff.

Record Keeping
It is critical to maintain accurate records of the requirements for the open position (i.e., a current job description), recruitment methods used, applications received, candidates interviewed, candidate selected and reason for selection.

In the event that a claim is filed against a company for discriminatory hiring practices, the records mentioned above will provide evidence of the valid selection criteria used by the company to make their hiring decision. In order to reduce the risks of discriminatory hiring practices, companies should use a variety of recruitment strategies.

Recruitment Program
A successful recruitment program will ensure a good pool of qualified candidates to choose from. This will increase the chances of selecting an individual with the skills, knowledge and abilities to become a successful employee and a valuable asset to your company. The quality, not quantity, of applicants should be the focus of the recruiting process.

All individuals who will be involved in the selection process must have a clear understanding of the essential functions of the job and the qualifications required to successfully perform the job.

Recruitment Strategies
In developing an effective recruitment strategy, consideration should be given to company and
affirmative action goals and objectives and should be tailored to the companies needs. This can be accomplished by:

  • Identifying and projecting staffing needs by department.
  • Developing a budget to support projected recruitment activity for the year.
  • Developing formal written procedures for the recruiting process to include job requisition forms accompanied by a current job description.
  •  Making sure that everyone who might have contact with a prospective candidate is aware of and trained on Equal Employment Opportunity Commission requirements and restrictions.
  •  Using various recruitment techniques, rather than a single method.
  •  Identifying the internal and external recruitment methods, which will be most effective in attracting qualified candidates.

Attracting qualified candidates can be challenging and often requires creativity and planning. When selecting a recruitment strategy, the following factors should be considered:

  •  The company location.
  •  Labor market conditions.
  •  Level of the position to be filled.
  •  Pay and benefits.
  •  Company promotion policies.
  •  Time and budget constraints.
  •  Affirmative action goals.
  •  Labor union obligations (if any).
   Dr. Marc Clark, CHA, CHRE, CHE, CHO, President & CEO at SmartBizzOnLine.com

Understanding the legal and ethical obligations in the hiring and retention process of hospitality industry staff requires focused efforts and responsible follow-through by managers at multiple levels.  

Recommended Reading from HospitalityEducators.com | Way of the Peaceful Warrior: A Book That Changes Lives

Insightful – this makes one think

Way of the Peaceful Warrior: A Book That Changes Lives

This is not a new book, and there are literally 100s of reviews so there is not a need to try to be all revealing in an assessment of the plot or flow of the book.

This book is exceptional for us when we find ourselves in a place when we need to renew our focus and direction. For example, p 104 has a dialogue about overhauling ourselves. It identifies that we are a “tangled mass of twisted circuits and outmoded programs…..” In these days of information overload (and much of it of questionable value) , that assessment has merit – IF we stop to think about where we are in life individually.

The movie (which included one of Nick Nolte’s best performances ever) was good, but the details in the book are much deeper and allow the reader to pay attention to the feelings and discussions in our own head.

Page 166 shares a fable about two monks on a journey. In less than one page, there is a lesson about what causes so many of us unnecessary trouble – A LACK OF FOCUS. The lesson is to keep our attention in the present moment – this does not mean to stop planning ahead, but to focus on the NOW in order to reach our goals.

Well done! Highly recommended

Dr. John Hogan CHA CHE CHO
Hospitality Educators
Hogan Hospitality

Success does not come by accident or chance.

Contact us for assistance.

John.Hogan@HospitalityEducators.com or 602-799-5375

HospitalityEducators.com was created to help hospitality businesses address problems via a training and information resource site to help you increase your Hotel’s revenue, market share and profitability.  With more than 2,000 pages of tips, guides, best practices, strategies, plans, budgets, videos and resources, HospitalityEducators.com is the #1 independent website for hotel owners and managers.  This site can help you solve your problems now!      Read More  

KEYS TO SUCCESS  is the umbrella title for my ongoing programs, hospitality services and columns. This year’s writings focus on a variety of topics for hotel owners, managers and professionals including both my “HOW TO” articles, HOSPITALITY CONVERSATIONS™, Lessons from the Field™, Hotel Common Sense™ , THE P-A-R PRINCIPLE™  and Principles for Success.

Feel free to share an idea for a column at john.hogan@hospitalityeducators.com   anytime or contact me regarding consulting, customized workshops, speaking engagements … And remember – we all need a regular dose of common sense,


 John Hogan is a successful hospitality executive, educator, author and consultant.

 

He is available as a keynote speaker and seminar leader and has led more than 4,800 programs in his career at many hospitality industry events and classes. He is CEO and Co-Founder of HospitalityEducators.com , which delivers focused and affordable counsel in solving specific challenges facing hospitality today. HospitalityEducators.com   offers a wide range of information, forms, best practices and ideas designed to help individual hoteliers and hospitality businesses improve their market penetration, deliver service excellence and increase their profitability.

.HoganHospitality.com
Your Hospitality Resource for the Hotel Owner, Innkeeper, Manager and Hospitality Industry Associations.