Marketing Hotels in a Changing Customer Base| Insights from HospitalityEducators.com

Putting Customers at the Center of your business provides a focus on how to deliver what customers really want.  In this day of overall declining customer satisfaction          (J D Power 2011 North American Hotel ratings ), the need clearly exists for hotels and hospitality businesses to better address their approaches.

Marketing Hotels and Hospitality

Creating a Customer-Centric Business

Ranjay Gulati, Harvard Business School professor and author of “Reorganize for Resilience: Putting Customers at the Center of Your Business,” shares some of his insights on how to deliver what customers really want.

This is an  excellent overview of the strategic thinking shift that all organizations must be considering to succeed with the changing customer base.

One of many learning tools available at HosptalityEducators.com

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 800 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 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™  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 Co-Founder of www.HospitalityEducators.com , which delivers focused and affordable counsel in solving specific challenges facing hospitality today.

Consulting Expertise and Research Interest

1. Professional Development for the Organization and the Individual
2. Customer Service
3. Making Cultural Diversity Real
4. Developing Academic Hospitality programs
5. Medical Lodging Consulting
6. Sales Management and training
7. Turn-around and revenue management

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

Reflections on those who have impacted our careers | Natividad Cruz – Sheraton Boston Hotel

Reflections….on those who have impacted our careers

There is one section of HoganHospitality.com that I have begun to  allow me the opportunity to “reflect” on some of those people who have positively impacted my career.  While these reflections will be of people that I have known, I encourage you to think back on the people who contributed to the person you are today.

“Our business life is not to get ahead of others,
but to get ahead of ourselves…
to break our own records, to outstrip our yesterdays by our today,
to do our work with more force than ever before.”

Stewart B Johnson
____________________________________________________________

_________________________________________________________

3.  Natividad Cruz – Sheraton Boston 

After graduation from the Hotel Administration Program at the University of Massachusetts, I accepted a position as a management trainee at was then a 1,000 rooms at the flagship Sheraton Boston.  My assignments included service as day manager in the Falstaff Room (main dining room), housekeeping supervision, night auditor, a wide range of  front office roles, hotel evening and weekend Manager-On-Duty and pool manager.

There was one additional position that perhaps taught me the most, because it was something I had not been prepared for and because it exposed me to very different experiences and people.

My eight months as Executive Steward was challenging and demanding, in that I found myself responsible for 85+ dishwashers, pot cleaners, set-up staff, and stewards. Department responsibilities included cleaning for a huge banquet kitchen, 3 restaurants, 4 lounges, a stand-alone kosher kitchen, silver polishing center, making coffee for literally thousands daily and more.  This was a new experience for me, and the fact that less than 10% of the staff spoke English made the task that much more daunting.

Many of the stewards came from Puerto Rico and were legal residents, but were struggling to support their families on entry level jobs with limited potential for advancement.  Some of the many lessons I learned came from my relationship with an individual named Natividad Cruz. He  started in an hourly position but stood out immediately as someone who wanted to do and be more.  He was slightly older than I and it helped me that he spoke some English, but what I learned from him was an appreciation for others who were trying to survive in unfamiliar territories.  He and I learned together and from each other certain ways to make cultural diversity real.

Natividad was able to see that there might be potential with commitment and after less than 90 days in the department, I was able to break with some organizational “protocol” and promote him to Assistant Executive Steward.  Three months later, he was recognized by the hotel as its first ever EMPLOYEE OF THE MONTH from that department.

I have never forgotten the lessons I learned from this caring person, who shared his values, his culture and his professional friendship.

————————————————————————-

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 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 

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™  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 Co-Founder of www.HospitalityEducators.com , which delivers focused and affordable counsel in solving specific challenges facing hospitality today.

Consulting Expertise and Research Interest

1. Professional Development for the Organization and the Individual
2. Customer Service
3. Making Cultural Diversity Real
4. Developing Academic Hospitality programs
5. Medical Lodging Consulting
6. Sales Management and training
7. Turn-around and revenue management

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

This section is included to allow me the opportunity to “reflect” on some of those people who have positively impacted my career.  While these reflections will be of people that I have known, I encourage you to think back on the people who contributed to the person you are today.

Recommended Reading from HospitalityEducators.com | How to Argue & Win Every Time: At Home, At Work, In Court, Everywhere, Everyday

How to Argue & Win Every Time: At Home, At Work, In Court, Everywhere, Everyday
Gerry Spence

Gerry Spence

The title of this book is a little deceptive by design, because it is not really as much about “arguing”  as much as it is about communicating.

Gerry Spence, a liberal leaning, very successful lawyer uses the word ”argument” in the overall position of all communication in everything we express, be it a courtroom, coaching a youth team, teaching or just everyday interactions

Spence’s opening sentence is that “the art of arguing is the art of living. We argue because we must, because life demands it; because life itself is a argument.”  Spence opines that learning to argue is a mindset that gives one permission to get beyond the fear factor felt by all of us at one point or another. He offers the position that skilled arguments are not self-serving, but a means to show positive outcomes.  A good argument is one in which the greatest good is served.

There are 16 chapters in three main parts:
1. Readying ourselves to Win
2. Delivering the Winning Argument
3. Arguments in Love and War

Part One Addresses Power
Understanding Power
Power of Credibility
Power of Listening
Power of Prejudice
Power of Words

Part Two is more about Strategy
Structuring the Winning Argument
Opening them up
Delivering the Winning Argument
The Magical Argument
The Unbeatable Power Argument

Part Three is more personal
The love relationship
Kids
The Workplace
The Responsibility of Being

I concur with earlier reviews that this is an excellent book for those involved in regular negotiations.   At times, his negotiating manner appears to have the simple manner of TV lawyer Matlock,  but this style is powerful.

Understanding and learning about different styles of negotiating  is a benefit in reading this book S-L-O-W-L-Y because its simple message needs to be digested in pieces

Gerry Spence (1929- ) In 2008, he announced he would retire, at age 79,  Spence states that he has never lost a criminal case either as a prosecutor or a defense attorney. He has not lost a civil case since 1969.

As always, feedback or comments are welcome
Dr. John Hogan CHE CHA CMHS
HospitalityEducators
HoganHospitality

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 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 

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™  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 Co-Founder of www.HospitalityEducators.com , which delivers focused and affordable counsel in solving specific challenges facing hospitality today.

Consulting Expertise and Research Interest

1. Professional Development for the Organization and the Individual
2. Customer Service
3. Making Cultural Diversity Real
4. Developing Academic Hospitality programs
5. Medical Lodging Consulting
6. Sales Management and training
7. Turn-around and revenue management

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

About What We do @ HospitalityEducators.com and HoganHospitality.com

In my career, I have served as a successful hotelier, entrepreneur and educator.

My passion is to share, guide and deliver the lessons learned from a lifetime in hospitality to fellow professionals seeking answers to specific needs in today’s competitive environment.

My goal is to provide affordable support and to become Your Hospitality Resource whether you are a Hotel Owner, Innkeeper, Manager or Hospitality Association.

Please reference either of my sites for information on how we can help you, your hotel or hospitality business to become more profitable and successful

Dr. John Hogan  CHA  CHE CMHS

www.HospitalityEducators.com          www.HoganHospitality.com

A smile from HospitalityEducators.com| August 13 is the day to celebrate LEFT HANDER’s Day

Our monthly sharing of a smile.

Our industry is challenging and this  blog regularly covers a range of hospitality topics: brands, budgets, service, operations, learning, marketing, profitability, planning and more.  Reader feedback here and from my columns are often positive and it is reassuring that we offer and provide  practical and affordable counsel in our consulting, workshops, writing and our membership service @ HospitalityEducators.com .

It is also good to appreciate the value of a smile and we offer at least one each month with a special “holiday”.  Some of them can be part of a marketing promotion in a club or restaurant, while others are just enjoyable to read!

Left Hander’s Day

When:  Always on August 13th

If you are a Leftie, Then Left Handers Day is just for you!

Left Handers, also commonly referred to as Southpaws, are the brunt of more than their share of jokes all year long. It isn’t always easy being a leftie, but for those of us who are, would have it no other way. Lefties are proud of it.

The world is built for right handers. Examples are everywhere. For example:

• In school, have you ever seen a left handed desk? They don’t exist.
• Many left handed items cost more.
• Novelty coffee mugs are made with the picture or text for a right handed pick-up.
• Scissors for for right handers. Only a lefty would understand this.
• The computer mouse you are using as you read this is designed for right handers.

Did you Know? Right handed people operate in the left side of the brain. Left handed people use the right side. Therefore, only left handed people are in their right mind.

Left-Hander’s certainly earned the right to have a day dedicated to them. And, August 13th is that day. So take a minute to appreciate your left handed friends and loved ones. You might even  send them a Left Handed Day E-card to show your respect.

Remember today and every day: “Lefties have rights!”

As left-handers, we never do anything “right”

Left Handed Facts and Trivia:

• Sinistrophobia is the fear of left-handedness or things on the left side.
• While many people are left handed, very few are 100% left handed. For example, many Left handers golf and bat right handed. On the other hand, there is a high percentage of righties who are 100% right-handed.
• Lefties are also called “southpaws”. The term was coined in baseball to describe a left handed pitcher.
• Tuesdays are Lefties luck day.
• Only about 10% of the population is left handed.
• During the 1600’s people, thought left handers were witches and warlocks.
• International Left Hander’s Day was first celebrated on August 13, 1976. It was started by Lefthander’s International.
• They say everyone was born right handed, and only the greatest overcome it.
• It is believed that all polar bears are left handed. Also see Polar Bear Day.
• There is a rumor that octopuses have but one right hand. Scientists are diligently studying this issue.

Think about it: Everyone is a Left Hander in Left Hand, West Virginia.

Lefthander’s Slogan: “Everyone is born right-handed. Only the greatest overcome it”. (Brilliant Author unknown)   source: http://holidayinsights.com/other/lefthand.htm

__________________________________________________________________________

Success does not come by accident or chance.

Contact us for assistance.

John.Hogan@HospitalityEducators.comor 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 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 

Special Anniversary Pricing For a Limited Time
Code RFS35
Use The Reader Feedback Special to qualify for an annual cost of less than 35 cents (US) per day to regular membership

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™  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 Co-Founder of www.HospitalityEducators.com, which delivers focused and affordable counsel in solving specific challenges facing hospitality today.Consulting Expertise and Research Interest

1. Professional Development for the Organization and the Individual
2. Customer Service
3. Making Cultural Diversity Real
4. Developing Academic Hospitality programs
5. Medical Lodging Consulting
6. Sales Management and training
7. Turn-around and revenue management

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

Recommended reading from HospitalityEducators.com| Lou Holtz and Winning Every Day – the Game Plan for Success

A Motivating Message of Sincerity and Inspiration

Winning Every Day

_______________________________________

I had the opportunity to hear Lou Holtz as a keynote speaker a number of years ago,and I must say I was impressed by his message! While I knew a bit of his coaching background, I did not know much about the man, his beliefs or his approaches. This book is an illustration of his messages that day – inspiring, down-to-earth, focused and caring. Unlike some other speakers who deliver their same speech regardless of where they are, Holtz personalized his message to the audience and that is what this book does.

In 11 chapters, he outlines his style and love of coaching, but he focuses more on his attention to family, the athletes he sincerely cares about and the role of the university or team environment. He is amusing, but sincere. His stories about attitude, perseverance, standards, pride, the lessons learned in both winning and losing are heartfelt and real.

I looked at other reviews and some of them were a bit critical about Notre Dame details or grammar, but this book is more than a coach talking about wins and championships. This is a book about dealing with the challenges of reality in life as well as a sport and I find it excellent.

As always, comments are welcome

John Hogan CHA CHE
HospitalityEducators
HoganHospitality

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 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 

Special Anniversary Pricing For a Limited Time
Code RFS35
Use The Reader Feedback Special for an annual membership at a cost of less than 35 cents per day!

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 professionalsincluding 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, Certified Hospitality Educator (CHE), Certified Hotel Administrator (CHA), Certified Master Hotel Supplier (CMHS)

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 www.HospitalityEducators.com , which delivers focused and affordable counsel in solving specific challenges facing hospitality today.

Consulting Expertise and Research Interest

1. Developing Academic Hospitality programs
2. Medical Lodging Consulting
3. Sales Management and training
4. Turn-around and revenue management
5. Professional Development for the Organization and the Individual
6. Customer Service
7. Making Cultural Diversity Real

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.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

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

CONTACT

John Hogan, CHE CHA CMHS

United States – Phoenix, Phone: 602-799-5375

www.hoganhospitality.com / Email: info@hoganhospitality.com

http://www.linkedin.com/in/drjohnhoganchache

Reflections from HoganHospitality.com| Roy Dunfey, The Voice of Sincerity at Dunfey Hotels

 

Reflections

Our successes come from the impact that others have had on us over the years. HoganHospitality.com has a section dedicated to sharing and  “reflecting” on some of those people who have positively impacted my career.  While these reflections will be of people that I have known, I encourage you to think back on the people who contributed to the person you are today. ____________________________________________________________
Reflection #4: Roy Dunfey – Dunfey Hotels

I spent the first four years of my career after college with Sheraton Hotels.  I enjoyed the learning experiences at both the 1500 room flagship hotel, the Sheraton Boston and at the older 500+ room Sheraton Houston which was my first assignment away from native New England.   Both of these assignments had positive attributes, but I was an impatient young manager eager to prove myself and quickly!
__________________________________________________

I was recruited from Houston to Atlanta, where I rejoined a senior Sheraton manager at the 400 room Dunfey Royal Coach, which eventually became one of the Omni Hotel organization.  This hotel experience gave me tremendous opportunity to work with a growing brand, to be exposed to an exciting new night club concept called TINGLES and to sharpen my organizational skills on many levels.  I also learned a great deal about making renovation decisions profitable and the critical nature of deadlines.

__________________________________________________

The company had a strong commitment to staff and the larger hotels all had active HR departments, progressive policies and ongoing learning for staff.    What always struck me about the Dunfey Hotel brand and company was the sincere commitment to people at all levels, including line level staff and Roy Dunfey became the embodiment of that commitment.   

  __________________________________________________

Roy had a successful career in another industry and joined with his brothers at retirement.   He became an added dimension in HR and the brand ownership, as he would travel from New Hampshire to Georgia, Texas, California, Illinois and all the extended locations several times per year and hold open forums with all staff.  This was before technology made mass communication perhaps easier, but these times also showed who really cared about their staff.
__________________________________________________

It impressed me that Roy learned the names and some personal information about so many people.  He became the family face who knew the staff.  He would recall a graduating  student or an illness of a staff member from last year’s visit.  I don’t know how he gathered his sources, but the staffs at those dozens of hotels he visited twice a year knew someone important at the management group felt they were important as individuals.

Roy was not a hotelier, but he represented himself and the Dunfey Family in ways that reached far beyond whatever his title may have been.   It is those kinds of people that leave a lasting impact.

__________________________________________________

What do you do at your hospitality business to make a difference?

Success does not come by accident or chance.

Contact us for assistance.

John.Hogan@HospitalityEducators.comor 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 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 

Special Anniversary Pricing For a Limited Time
Code RFS35
Use The Reader Feedback Special to qualify for an annual cost of less than 35 cents (US) per day to regular membership

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™  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 Co-Founder of www.HospitalityEducators.com, which delivers focused and affordable counsel in solving specific challenges facing hospitality today.Consulting Expertise and Research Interest

1. Professional Development for the Organization and the Individual
2. Customer Service
3. Making Cultural Diversity Real
4. Developing Academic Hospitality programs
5. Medical Lodging Consulting
6. Sales Management and training
7. Turn-around and revenue management

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