HospitalityEducators.com: Recommended Reading – Hotel Success Handbook

Hotel Success Handbook – Practical Sales and Marketing ideas, actions, and tips to get results for your small hotel, B&B, or guest accommodation.

by Caroline Cooper,Lucy Whittington

John J. Hogan, HospitalityEducators com

CoFounder@HospitalityEducators.com, Speaker, Consultant@HoganHospitality, Expert Witness,Columnist @Global Publications

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Comment: “A Solid Primer of Marketing & Sales Tips for the Small Hotel,

This review is from: Hotel Success Handbook – Practical Sales and Marketing ideas, actions, and tips to get results for your small hotel, B&B, or guest accommodation. (Paperback)

Caroline Cooper and Lucy Whittington from the United Kingdom have compiled an easy to read book of practical marketing and training ideas that target smaller hotels, B&Bs and inns. The book offers balanced suggestions on both traditional and online marketing and receives excellent reviews from a range of hospitality professionals in its opening pages.

There are 11 chapters that flow well:

• Chapter 1 addresses the traditional product and identifying your probable customer base
• Chapter 2 provides the foundation of developing a marketing plan and defining your competitive difference
• Chapter 3 reviews the fundamentals of what is essential in website development
• Chapter 4 offers a range of communication and promotional ideas for both online and traditional marketing
• Chapter 5 discusses the importance of establishing value in offerings
• Chapters 6 and 10 identify specific action steps for maximizing online promotions and collaborations in technology
• Chapters 7 and 9 review traditional marketing options and the need to present a “high touch” approach
• Chapter 8 includes an overview on the importance of networking
• The final chapter closes the loop with setting goals, creating the Hotel Success Plan and getting started

Their site @ hotelsuccesshandbook provides additional Success Tools and Tips

It is becoming more complicated to market and operate a smaller property and these two professionals have combined their background and experience to provide a a resource that delivers practical advice that one can use immediately.

As always, feedback or comments are welcome

John J Hogan      HospitalityEducators     HoganHospitality

HOSPITALITY KEY TO SUCCESS

The most successful hospitality businesses are the ones that listen to their customers, address their needs and continuously improve their service and product delivery.

What are you doing at your hotel, restaurant or hospitality business?

Dr. John Hogan, CHA CHE CMHS              602-799-5375

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 Co-Founder of a consortium (www.HospitalityEducators.com) of successful corporate and academic professionals delivering 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. Individuals wishing to contribute materials may send them Kathleen@HospitalityEducators.com. Special pricing is in effect for a limited time that also includes a complimentary copy of LESSONS FROM THE FIELD- A COMMON SENSE APPROACH TO EFFECTIVE HOTEL SALES.

HospitalityEducators.com – Remember the Fundamentals

Retaining Quality Staff

Every economy has its cycles and demand in the hospitality industry for quality lodging will have its peaks and valleys. The availability of quality staff in hotels is a critical reason why it is essential to retain quality staff in all cycles. The cost of turnover for a line level position is estimated to be as much as $6,000 according to recent research¹ by Cornell University faculty.

When the economy is strong, recruitment and retention is critical because of volume . When the economy is mixed or struggling, retaining our trained staff is essential because of the obvious need to exceed the expectations of our guests.

Here are some fundamentals for retaining quality staff

1. Provide recognition by thanking staff for a job well done, with a handwritten note or hotel wide recognition if appropriate. When you observe a specific achievement, reward it right away with a bonus or non-cash items such as event or movie tickets or an extra paid vacation day.

2. Acknowledge your staff birthdays. Follow the example of Southwest Airlines, known for promoting a feeling of family among its employees.

3. Ask for your employees’ opinions and actually use some of their ideas.

4. Facilitate your staff’s professional development, whether it’s with college classes, seminars, conferences, membership in a professional organization, or even cross-training for career moves within your hotel. In tough economic times, limit this only to staff who have been with you a certain length of time.

5. Hire the right people in the first place. Find people who are looking for the characteristics of your hotel culture – you need people who are service oriented. The right fit makes for a cheerful and appreciated person who is less inclined to leave.

WHAT DO YOU DO AT YOUR HOSPITALITY BUSINESS?

SHARE YOUR SUCCESS STORIES  :   John.Hogan@HospitalityEducators.com

Dr. John Hogan, CHA CHE CMHS

602-799-5375

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 Co-Founder of a consortium (www.HospitalityEducators.com) of successful corporate and academic professionals delivering 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. Individuals wishing to contribute materials may send them Kathleen@HospitalityEducators.com. Special pricing is in effect for a limited time that also includes a complimentary copy of LESSONS FROM THE FIELD- A COMMON SENSE APPROACH TO EFFECTIVE HOTEL SALES.

1 http://www.hotelschool.cornell.edu/about/pubs/news/newsdetails.html?id=362

 

Appreciation should not be a lost cause- Thank you, Al Wrisley

His credentials said,   “Al Wrisley, PhD., Professor in Hotel, Restaurant and Travel Administration at the University of Massachusetts, Amherst”, but the undergraduates in the program knew him as a special kind of professor and mentor.  He was not my academic adviser, but he always took the time to review what I was considering because he knew I did not have confidence in my assigned adviser.  He did not convince me actually to “like” hospitality accounting courses, but he did make me realize the critical nature of understanding financial controls.

I recall he led an honors discussion course at a time when these were being tested for their value and I remember how much the class learned from those give and take debates on a range of issues that would affect our industry and livelihood.

Al was an authority on certain food and beverage specialties, authored several academic textbooks and worked with a consortium of consultants who helped establish many of the practices and operating standards used today in the urban gas station/food convenience stores.

My best reflection of Al is his storytelling about the “real world” of hospitality and hotels.  He shared stories of the heart and soul of the people who are the industry and the stories he told influenced those of us who elected to enter and remain in the business.

Al is retired now and he and Lynda split their time between Michigan and Florida, although they were considering a Carolina option the last time we spoke.

Al, Thank you and your efforts were appreciated by many of us.

John Hogan

HospitalityEducators.com: Questions I Wish You Would Ask Me – Justin Lewis, CHA

We continue this series with questions answered by Justin Lewis, CHA Corporate Operations Director at Timberline Hospitalities, LLC , based in Casper, Wyoming.  Justin Lewis, CHA Justin is  also a Guest Columnist at HospitalityEducators.com and an Adjunct Faculty – Instructor at Casper College 1. Name your favorite hotel and why it is special to you – The Occidental Hotel in Buffalo, Wyoming.  I love the west, history and this hotel has it both.  Famous people have stayed there such as Buffalo Bill and Butch Cassidy.   It is fully restored and beautiful.  My second would be the Holiday Inn Laramie, WY.  I am bias because it is a hotel I operate, however it is ranked #8 in customer satisfaction in the Holiday Inn system.  Great hotel, great team, great product. 2. Name your favorite restaurant and why it is special to you – Cracker Barrel.  I’m southern, need I say more.  Grits and sweet tea. 3. Where do you vacation the most often? Living in Wyoming, my family and I camp a lot around Yellowstone.  We also frequent Disney World. 4. What is your favorite charity or cause? My Church/Missions. 5. Name your pet service peeve, why and any ideas you may have to address it When employees fail to make the guest right.  When an employee or manager feels like they have to win an argument or prove to the guest why they are not correct really upsets me.  We teach often that the guest may not always be right but it is our job to make them right.  The key to address this starts at the interview process.  Hire people who are not out to win arguments.  They make good attorney’s but horrible Hospitality-minded people. 6. Who was the most important mentor in your life and why? Rob Drawbridge – Senior VP of Operations at Quorum Hotels & Resorts.  He was my direct supervisor when I was a GM in Casper, WY.  He was very clear, intelligent, praised when it was deserved and did not micro manage.  He knew it was your hotel, your team and he trusted you.  He focused on the bottom-line and developing people.  He and I also had a lot in common which made it easy to communicate. 7. In the last five years, what has been your most memorable meeting or convention experience and why? When I worked for Quorum Hotels and Resorts, we had a GM meeting at the Brown Palace in Denver.  Great speakers, motivators and projects.  Well thought out and well orchestrated.  Outstanding company to work with and for. 8. What is the one piece of advice you would offer to a graduating student with a hospitality degree? The degree is nice!  But remember when it comes to Hospitality, focus on the qualities that cannot be taught versus the qualities that can be taught.  For example:  Happiness, joy, kindness, smiles, praise, connecting with your team – these can’t be taught.  That is what Hospitality is all about.  We can teach you the rest. 9. What is the one question do you wish someone would ask you in an interview today? Where do you need to improve? This series will continue in 2011, with questions answered by  Hospitality Professionals from around the world.  If you are interested in participating, please contact John.Hogan@HospitalityEducators.com

HospitalityEducators.com: Real and Practical Action Sales Action Steps #13-28

HospitalityEducators.com: Real and Practical Action Sales Action Steps #13-28  It is now past the end of the first month of the New Year. Resolutions were made 30 or more days ago and we already realize that people been breaking them because of any given number of reasons. Those reasons may be strong or without merit, but reality checks remind us all of the need for planning, action, measurement, analysis, correction if need be and then repeating the cycle. “The Professional is a Builder. S/he does not tear down either other salespeople or competitors because they understand that when you are throwing dirt, you are losing ground.” Zig Ziglar, These short pieces relating to Making This New Year’s Hospitality Resolutions Real and Practical offer a slight alternative to the resolutions making approaches that seem to get broken so often by offering reminders and action steps to keep forward motion in place. Here are #13-28 with a focus on sales and marketing. The next group will address certain operational areas. 13.  Keep In Touch Regularly: Do not lose contact with a prospect. Phone calls, notes, newsletters, even birthday cards, are good ways to remind people that you are still interested in them. 14.  Don’t Criticize: Sell your features against the competition’s, but do not stoop to criticism. Take the high road. 15. Be a Self-Starter: Do not wait for your manager or your home office to” wind you up” every day. 16. Be Honest: Do not sell what you do not have, and be honest about your hotel’s facilities. 17. Keep Your Word: Whatever you promise, you must deliver. In fact, over-deliver on personal attention and service. This is what sets apart the ordinary from the special. 18. Talk and Deliver Quality: Quality is what people need and want, and it is especially important in these trying days. Whether it is the quality of your hotel’s services, its food or its staff- quality sells! 19. Write it Down: Reconfirm, in writing, everything upon which you and your prospect have agreed 20. Be Enthusiastic! : Nothing is as contagious as enthusiasm, whether it is with your staff or a client. 21. Educate Yourself Continuously: Keep learning as much as you can about our business. There are too many salespeople out there who do not know enough about hotel operations. 22. Don’t Gripe About Work: If you are unhappy with your job or your boss, straighten it out. Or quit. 23. Do Not Use Canned Pitches: Yes, you need to practice your presentation but canned pitches appear to be rehearsed and frequently less than straightforward, so do not use them to sell your hotel. Know your product. Be convincing in a normal, conversational manner. 24.Forget the Word “can’t”. You “can’t” a person to death or your negativity may cause them to book elsewhere. Say, “Yes, we can” instead, assuming of course that you can deliver. You are part of a team, so keep “can’t” out of your conversation and all communication. 25. Use Action Calendars: They are needed to plan the work ahead, and they allow you to adjust your schedule as necessary. 26.Dress the Part: Do not go overboard on clothes styles. The classic look is still the best for sales. 27.Be a Joiner: Be active in your community; join professional groups like MPI, HSMAl or your local hospitality associations. 28.Talk to Your Manager or Owner Regularly: Keep him or her advised of what’s going on daily; it will improve communications and productivity Hospitality Tip of the Week: Four Points to Long Term Success How to Outsell, Outmanage, Outmotivate and Outnegotiate Your Competition Questions I Wish You Would Ask Me– Making Hospitality More Profitable Part of the 2011 Keys To Success Workshop Series KEYS TO SUCCESS is the umbrella title for my 2011 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 and Principles for Success Feel free to share an idea for a column at john.hogan@HospitalityEducators.com or info@hoganhospitality.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 Co-Founder of a consortium (www.HospitalityEducators.com) of successful corporate and academic professionals delivering 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 that are designed to help individual hoteliers and hospitality businesses improve their market penetration, deliver service excellence and increase their profitability. Individuals wishing to contribute materials may send them Kathleen@HospitalityEducators.com. Special introductory pricing is in effect for a limited time that also includes a complimentary copy of LESSONS FROM THE FIELD- A COMMON SENSE APPROACH TO EFFECTIVE HOTEL SALES. Consulting Expertise and Research Interest 1. Sales Management and training 2. Turn-around and revenue management 3. Professional Development for the Organization and the Individual 4. Customer Service 5. Making Cultural Diversity Real 6. Developing Academic Hospitality programs 7. Medical Lodging Consultants If you need assistance in any of these areas or simply an independent review or opinion on a hospitality challenge, contact me directly for a prompt response and very personalized attention. www.HoganHospitality.com Your Hospitality Resource for Hotel Owners, Innkeepers, Managers and Associations ORGANIZATION John Hogan, CHA MHS CHE www.hoganhospitality.com/ USA – Phoenix, AZ Phone: 602-799-5375 Email: info@hoganhospitality.com

2011 Hospitality Keys to Success

The Keys to Success are results-driven messages in organized programs aimed at building competitive advantage. Most of these programs can be offered as either a keynote address or an interactive workshop.

1. From the Chalkboard to the Front Line – Turning Knowledge into Profits
2. Step by Step Operational Solutions – Making the Correct Decisions
3. 45 Proven Ways to Succeed in Any Economy
4. Embracing THE Service Code
5. We Can Do That! – The Customer Service Attitude
6. 10 Hotel Sales Action Steps to Succeed – Any time, Anywhere
7. Hospitality Conversations on …. (a range of topics)
8. 10 Hotel Mistakes to Avoid in Selling
9. What’s the Problem? Questions that Beg Asking
10. How to Stop Your Profit Drain
11. Seven Options for 2011 Hotel Marketing
12. Getting the Most out of Your Franchise Investment
13. Three Attributes of Top Hotel Managers
14. Where’s Your Desk?
15. Fifteen Timeless Philosophies in Hospitality
16. Thirteen Strategies to Make Your Hotel More Profitable Now

Reasons to include John Hogan in your next program:
1. Real world experiences with examples of real world
solutions
2. Highly rated, interactive sessions that leave the
audience looking for more
3. Affordable, up to date and focused programs that
address current issues

HOSPITALITY KEYNOTE & WORKSHOP OFFERINGS
John J. Hogan CHE CHA CMHS PhD
Keynote Speaker, Educator, Hotelier, Columnist, Entrepreneur
Choose Your Strategy

• Co-founder of hospitalityeducators.com
• Principal of hoganhospitality.com
• Co-author -Lessons from the Field: A Common Sense Approach to Effective Hotel Sales

Info@HoganHospitality.com            Mobile 602- 799-5375
Phoenix, Arizona USA

Recommended Reading: Peak Performers

Peak Performers by Charles Garfield


Comment: “One of the best researched and presented books on “Personal Power”

In this day of information overload, a book that logically and clearly demonstrates both interesting and believable material is very welcome. Garfield tackles searching for peak performance, measuring results in real world scenarios, understanding self management and team development, change management and the ongoing challenges in keeping performance fresh and real.

As always, comments are welcome

Hospitality Key to Success: Hotel Common Sense Philosophy #13

• Manage Systems
• Lead People
• Coach Your Team
• Be a Real Mentor

John Hogan CHA CHE CMHS PhD
HospitalityEducators
HoganHospitality