Harvard Business School video offers Danger Zones Facing Leaders Today| Insights from HospitalityEducators.com


Welcome  Leadership makes the difference.

Hotels and the hospitality industry face the very real danger of becoming a commodity.

This Harvard Business School video reviews some of the danger zones facing leaders today.  Management thought leaders share their ideas on how leadership goes wrong. Featuring: Bill George, Evan Wittenberg, Dr. Ellen Langer, Andrew Pettigrew, Gianpiero Petriglieri, Carl Sloane, Jonathan Doochin, Scott Snook, and Daisy Wademan Dowling.

This is one of many videos and training resources available at

www.HospitalityEducators.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 1,000 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 2011-2012 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.
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.

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How do you make your decisions? a Question from HospitalityEducators.com

How do you make your decisions?

Do you really know all the answers and options, or could the right input from external sources make the difference between adequate and GREAT?

“CEOs who don’t use outside advice run the risk to internalizing too much. They never realize their full potential, and they miss a lot of opportunities.” George Clement, CEO Clement Communication, Inc.

 

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 1,000 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 2011-2012 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.
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.

What’s the Problem? HospitalityEducators.com shares Zig Ziglar Common Sense| Attitude Makes All The Difference

What’s the Problem? 

A person’s attitude often is the main difference between success and failure.

The Problem may be one that is caused by the individual, the supervisor or manager, the organizational culture or some additional external factor.  In this video, perspectives are examined and there are lessons for all of us, especially in the hospitality field that faces the stress of the “always open”, 24/7 reality.


Zig Ziglar teaches people all over the world the fundamentals of sales and success. Here he tells a story of a woman with a negative attitude who hated her job, shifted her attitude and changed her life.


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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 1,000 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 2011-2012 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.
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| High Impact Hospitality

by Chase L. LeBlanc

4.9 out of 5 stars

CEO @HospitalityEducators.com, Speaker/Consultant@HoganHospitality, Expert Witness,Columnist @Global Publications
Recommended

High Impact Hospitality – 5 Stars~

Chase LeBlanc has delivered an excellent message for managers at various levels in his book that is packed with excellent background materials and facts for those in the hospitality field.

I intend to include it my RECOMMENDED READING on my hospitality sites and in my supervisory seminars.

In this relatively short book (140+ pages), there are 19 easy-to-follow chapters that address a range of major areas that impact the potential of success for hospitality managers, with an emphasis on restaurant and food and beverage operations.

  • Chapter one offers a fresh perspective as LeBlanc introduces the concept of the word “leadager”, which is a combination of leader and manager. The author asks solid questions if one can be a competent manager without being a leader and vice versa. He stresses that it takes a certain type of manager to apply themselves to be a great leader.
  • Chapter two stresses the need for the individual in their managerial journey to increase their own knowledge and value, which will help increase the potential for self promotion and advancement. He offers seven specific capabilities that are worth noting.
  • Chapter five offers excellent insights on the practice of values and the value of practice. It provides logical and correct lessons for first time assistant managers.
  • Chapter six introduces what the author calls “the Magic Ls” in the purpose of purpose. (Hint-labor, laugh, learn, lift, light and love are all defined in excellent and measurable ways)
  • Chapter seven provides managers with insights on balancing and addressing both the routine and the unexpected in the volume activity of hospitality management.
  •  Chapter eight stresses the values of systems and knowing how to teach it to others.
  • Chapter nine details five Critical Areas of Concern in hospitality operations, especially in food and beverage operations.
  •  Chapters eleven and twelve cover the universal appreciation, frustration and satisfaction that can be found when one becomes the real manager or Leadager of a successful operation.
  •  Chapter thirteen has a series of excellent mock checklists that have an excellent range of ideas and suggestions of things that could and/or should be addressed.
  • Chapter 15 discusses OWNERSHIP: the start-up, the fear, the excitement, the reality!
  • Chapter eighteen is an excellent way to sum the messages of this book: 95 Things to Know and Learn Before You Need em! There are also lists of additional suggested reading.

This book is an excellent resource and contains many practical ideas for managers on how to improve the guest experience, their staffing employment and the profitability of their restaurant or hospitality business. I find it contains messages of value for both newcomers and seasoned managers.

Dr. John Hogan CHA CHE CMHS
HospitalityEducators.com
HoganHospitality.com

 


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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 1,000 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 2011-2012 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.
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.

The Value of A Good Idea – Problem Solving from HospitalityEducators.com

What’s the Problem

Too small a budget to find new marketing approaches, or are there options?

We have all seen good ideas at various business we interact with, yet we seldom think about ways we might make them work at our hospitality businesses.  The following is one of dozens of videos that are part of the learning process at HospitalityEducators.com.

Click here for the direct link

Action Steps

  1. Look at this short video and ask your team at the next meeting to identify three ideas from companies they interact with.
  2. Create a mini contest among the team and introduce at least two ideas this month from the best of their suggestions.
  3. In less than six months, you could have as many as a dozen new approaches in operations, marketing, purchasing or training that could cost little more than time.


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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 1,000 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 2011-2012 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.
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.

HospitalityEducators.com Salutes: America’s Promise Alliance + Ritz-Carlton Hotel Company’s “Succeed Through Service”

America’s Promise Alliance : Ritz-Carlton Hotel Company’s “Succeed Through Service”

Ritz-Carlton’s  Succeed through Service program, in partnership with America’s Promise Alliance, is focused on helping children better prepare for college, work and life. At Ritz-Carlton properties across the U.S. and around the world, our employees are mentoring young students in necessary life skills and engaging them in service-learning and career exploration.Employees are inspiring the children to embrace concepts, such as teamwork and environmental responsibility, and introducing them to necessary life-skills, such as social skills & etiquette. Partnered in service-learning projects to benefit the local community, together they are tackling challenging issues including hunger and homelessness, child literacy and environmental conservation.

http://corporate.ritzcarlton.com/en/About/SucceedThroughService.htm

“We thank you so much because you’re not only investing in kids, you are investing in the future of our country and the other countries where you are located – and you’re investing in the future of Ritz-Carlton.”

General Colin Powell
Founding Chairman, America’s Promise Alliance

http://www.americaspromise.org/

The record of The Ritz-Carlton “Succeed Through Service” program can be seen in comments from youngsters who have participated in workshops, listened to life skills discussions from hotel mentors, and now look forward to reaching their potential with encouragement from this volunteer outreach campaign. “Working with The Ritz-Carlton was an amazing experience because I learned how to make a presentation in a clean and sharp fashion. I also learned the proper skills of social etiquette and how to behave in public,” said Dominiqe Thian, 8th grader at Kenmore Middle School, Arlington, Virginia. Jack Henderson, 8th grader at Sutton Middle School, Atlanta, Georgia added “The Ritz-Carlton has been teaching us many life skills to help us when we’re older. Many kids don’t get this opportunity to learn this stuff. It’s great – these are life skills that will keep us going through our whole life.”

Not only students, but teachers and principals have extolled the impact “Succeed Through Service” has made on their students. From Queens Satellite High School for Opportunity in New York, Mark Melkonian, Principal, where staff from The Ritz-Carlton New York, Central Park are frequent visitors: “The Ritz-Carlton investment in our students change their position as academic failures to achieving academic and personal service. Their service to better the lives of young people endows them with hope and a new solid foundation for future accomplishments.” At Supai Middle School in Scottsdale, Arizona, Sia Chamberlain, Guidance Counselor shared her perspective of the last semester: “It was an experience our students and staff will never forget. All the presenters were excellent in sharing their roles and planting seeds in our students to not be afraid to dream outside their own world. We look forward to the next step in this partnership. The Ritz-Carlton Succeed Through Service program is already impacting and becoming life changing for our students.”

 

Ritz-Carlton President and COO Herve Humler Attends The White House Educational Roundtable Hosted by President Obama

The record of The Ritz-Carlton “Succeed Through Service” program can be seen in comments from youngsters who have participated in workshops, listened to life skills discussions from hotel mentors, and now look forward to reaching their potential with encouragement from this volunteer outreach campaign.

————————————————————————-

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 1,000 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 2011-2012 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.
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.

A Reminder from HospitalityEducators.com and AH&LEI: The Heart of Hospitality Remains Service

AH&LEI Spotlight: The Heart of Hospitality Remains Service

John Hogan CHA, CHE and CMHS

by Dr. John Hogan, CHA, CHE, CMHS
Co-Founder HospitalityEducators.com and Principal of HoganHospitality.com

Hospitality and tourism arguably make up the world’s largest industry. They play a major role in the world economy and  contribute significant revenues and net wealth to many countries. When we think about it, we recognize that many components of hospitality are based heavily on the personal, “high touch” side of life.

It was a number of years ago that I first learned anything about hotels and hospitality when a high school friend’s family bought a seasonal resort. That family did not remain in the industry, but I learned from another family of hoteliers in that same location about the many disciplines in hospitality.

In our careers, we understand that the need to learn purchasing protocols, how to interpret and anticipate market trends, and keeping current with legal and safety requirements is essential. We recognize that we must evolve with technology, that we must address revenue management, and provide meaningful training to our staff if we expect them to meet the expectations of guests in our facilities.

The hotel industry has evolved significantly in many aspects during the past 20 years. Energy awareness and sustainability are now essential factors in both construction and ongoing operations. Purchasing, design, event planning and sales have changed dramatically. Innovations in culinary offerings have extended to creatively serve groups of all sizes in restaurants, conference centers and banquet events. Entertainment options in clubs, pubs and arenas have grown enormously, as has the need to be more attentive to security in a changing world.

The physical buildings have evolved and range from mega-hotels with casinos in certain markets to bed and breakfasts in communities of all sizes. There are now properties of all sizes and configurations at airports, in mixed use buildings, attached to convention halls, on converted ships, in secondary and tertiary cities and many other conversions and forms.

These hospitality offerings and hotels today are owned and managed by a wide array of groups, ranging from individuals to multinational corporations, Real Estate Investment Trusts and single industry companies of all sizes. Many are franchised; some are managed by individuals, some by third parties and others by family units. Properties can range from a ten-room country inn to a 2,000-room property on the ocean or in a city center attached to a municipal convention center.

While much has changed in hospitality, on reflection we still note that the experience element of hospitality depends not on the size or ownership of a hotel or restaurant, but on the personal, “high touch” delivery individually provided by hospitality staff to guests – one on one.

I recall somewhat “bragging” to the founding partners of the family business mentioned earlier how much I was learning at the large multinational hotel company that had hired me out of hotel school into a management training program in their 1500-room flagship hotel. They smiled and said that I could learn from the major companies how to follow the large company rules and be part of a major corporation, but I probably would not learn how to be a host or a real innkeeper profitably. Those skills and competencies would be developed through time and hands-on experience. I gained what I felt were incredibly important perspectives and experiences in those seasons and something else that I feel I did not learn at university or at big corporate hotels, either. That something was the need to apply innkeeper and host common sense to formulas, percentages, calculations and protocols.

Many brands today have customer service programs and some are quite good in their advertising value and in general guest satisfaction. Those programs may or may not exceed the guest’s expectations or hopes and that is why it is so critical for hospitality associates to truly “care” about their guests. It remains up to each individual hotel associate to deliver that exceptional “one-on-one” experience.


The American Hotel & Lodging Educational Institute has created a new guest service training program that shows employees and properties how to achieve a new standard of exceptional service based on emotionally engaging with guests in memorable ways.

  • The Guest Service Gold Program features a video with seven brief stories–based on true stories of award-winning guest service-focusing on the emotional elements used to motivate and inspire hotel employees to ‘go for the gold’ when it comes to providing service above and beyond guests expectations. This training can be delivered in two hours, and includes: a DVD, pre-shift lesson plans, one trainer’s guide, and five participant workbooks. It covers the topics of Authenticity, Intuition, Empathy, Champion, Delight, Delivery, and Initiative.
  • Associates of the hotel who complete the Guest Service Gold Training Program or an equivalent training program offered by the property are eligible to become a Certified Guest Service Professional (CGSP) and the hotel can receive a Property Certification when certain requirements have been met.

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.
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.