Dealing with the “Weakest Link on Your Hospitality Team”
WHAT’S THE PROBLEM™? Premiered on in Spring 2011 and addresses specific problems submitted by members and readers or identified from Hospitality associates’ consulting. Problems are stated in industry terms and at least one potential solution discussed.
Without continual growth and progress, such words as improvement, achievement, and success have no meaning. Benjamin Franklin (1706-1790)1
________________________________________ WHAT’S THE PROBLEM™? Dealing with the “Weakest Link on a Hospitality Team”
This situation listed below is one that comes up with regularity in some of my previous management assignments, in consulting projects in hospitality businesses that are trying to show improvement in operations and profitability yet keep running into ongoing challenges. Those challenges usually revolve around people and what is often refereed to as “the weakest link.” The weakest link on any team (business, sports, performing arts, etc.) is the one person who is not quite up to par with the rest, yet is part of the team.
In hospitality, this weakest link can literally undermine the success of a hotel or restaurant e, as the technology available today means there are often no “second chances”. Guests can and do immediately post their comments in social media forums and attention must be paid to making all members of every team competent, confident and hospitable. Approaches on this include:
- A strong selection process, including multiple interviews prior to hiring.
- A set orientation program for all new associates
- A structured training program for all associates that includes a system of testing in the process.
This might seem extreme to some people for certain hourly positions that have high turnover rates.; however, using these tactics as part of your hiring, training and service strategies could help reduce those turnover rates and address your “weakest links.” WHAT’S THE PROBLEM™? is open to visitors and members @HospitalityEducators.com.
More detailed options and additional responses can be found in the MEMBERS ONLY section titled “The Solution Is™”
These two areas include input from a wide range of hospitality professionals from all portions of the industry. If you would like to participate with a question or to offer a potential solution, please contact John. Hogan@hospitalityeducators.com Watch this site for more on this topic.
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™ , THE P-A-R PRINCIPLE™
Don’t forget the special values being offered to industry professionals available on annual membership at http://www.HospitalityEducators.com. Feel
free to share an idea for a column at firstname.lastname@example.org
anytime orcontact 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. http://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.
HospitalityEducators.com has become the #1 website for independent hotel owners and managers, with more than 700 resources available to members.
We welcome ideas, suggestions of areas to develop and contributions of materials – please contact Kathleen Hogan 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.
Consulting Expertise and Research Interest
- Asset Management
- Turn-around and revenue management
- Professional Development for the Organization and the Individual
- Customer Service
- Making Cultural Diversity Real
- Developing Academic Hospitality programs
- Medical Lodging Consultants
- Sales Management and training
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.comJohn Hogan, CHA CMHS CHE
USA – Phoenix, AZ Phone: 602-799-5375
1http://en.wikipedia.org/wiki/Benjamin_Franklin Benjamin Franklin was one of the Founding Fathers of the United States. Franklin was a leading author, printer, political theorist, politician, postmaster, scientist, musician, inventor, satirist, civic activist, statesman, and diplomat. He invented the lightning rod, bifocals, the Franklin stove, a carriage odometer, and the glass ‘armonica’. He formed both the first public lending library in America and the first fire department in Pennsylvania.