Insights from HospitalityEducators.com: What does your staff manual say about guest/customer service?

Interesting perspectives on Customer Service

Nordstrom’s Old Employee Handbook Had Only 75 Words


For many years, Nordstrom’s employee handbook consisted of a single 5″×8″ card that had only 75 words on it:

Welcome to Nordstrom

We’re glad to have you with our Company. Our number one goal is to provide outstanding customer service. Set both your personal and professional goals high. We have great confidence in your ability to achieve them.

Nordstrom Rules: Rule #1:

Use best judgment in all situations.

There will be no additional rules.

Please feel free to ask your department manager, store manager, or division general manager any question at any time.

Note

During this time, Nordstrom had the highest sales per square foot performance in the retail industry

by almost double.

_________________________________________________________________

Success in hotels and hospitality does not come by accident or chance.

We can help

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

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Two more reasons to smile = Compliment Day and Opposite Day

There was so much positive feedback on last week’s smiles from HospitalityEducators.com that we decided to add two more today.

 Compliment Day

When : Always January 24th

How nice of you to visit our site today. I can see by your choice of websites, that you are an intelligent person. You are a kind and inquisitive person. I love the way you……

Yes, its Compliment Day. Today is a great opportunity to say something positive about the people you come into contact with. Everyone has good attributes. …that’s right……. everyone.

  • Its a cinch to find compliments for family and loved ones, even for your Mother-in-Law. (Tip: She’s probably a good cook.)
  • Friends are friends because you see something good about them. Here’s an easy compliment to a friend: “Wow, you’re very intelligent…you choose your friends wisely”.
  • It’s more challenging to compliment your boss, or people you don’t like. Take up the challenge, and find a compliment for them today, too.

Remember: Mama said  “If you don’t have anything nice to say, don’t say anything”. After a long search for something good, if you just can’t find a compliment for them, then silence is golden.

Compliment Day is celebrated by offering sincere compliments to people you know. It is important that you are sincere. People will see right through insincerity, and you will do more harm than good.

How many compliments should you give out today? The common suggestion is five compliments. Yes, they should be to five different people.


Origin of Compliment Day:

This day was created in 1998 by Kathy Chamberlin, of Hopkinton, NH. and Debby Hoffman, of Concord, NH.

Opposite Day

When : Always January 24th

Opposite Day is a topsy, turvy day when everything you say, do, see, and hear are the opposite. If you say go left, you mean go right. If you say look up, it means look down. If you see your left foot…is it really your right?

Yesiree, Bob. Opposite Day can be a whole lot of fun. It can also be very, very confusing. This special day is celebrated primarily among school children. Sponge Bob Square Pants even got into the act, with an episode containing the whimsical nature of this day.

Thought for the Day: Opposites attract.


Origin of Opposite Day:

We have yet to discover who created this day, or the original date of creation. In true “Opposite Day” spirit, you have to look for someone who says “I didn’t create this day”, and go from there.

References to Opposite Day date back to around 2000. However, we found some casual reference to President Calvin Coolidge in the 1920’s. Is it possible that a president said one thing and meant another?

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

Understanding what we measure and making it count!

 “Too often we measure everything and understand nothing.”

The three most important things you need to measure in a business are customer satisfaction, employee satisfaction and cash flow.

  If you’re growing customer satisfaction, your global market is sure to grow, too.    Employee satisfaction feeds you productivity, quality, pride and creativity. And cash flow is the pulse – the key vital sign of a company.” [1]

Jack Welch, retired President and CEO of General Electric

I recently wrote a column that is part of a continuing series. This particular column was  titled A “Bakers Dozen” of Strategies for Hotel Controllers  and it offered 13 thoughts for the person who is charged with being the financial manager of the hotel.

There is an enormous range of responsibilities for financial controls in today’s hotels and much of this depends on the type and size of the hotel property.  Finance and accounting do not usually provide much reader feedback, but I was pleased to have requests from groups and associations asking to reprint it in their publications.

This column will follow up on the strategies to a degree, but it will focus much more on the approach and message contained in the Jack Welch quote above.

The hospitality industry is facing serious issues with the global economic and political uncertainties.

While Welch retired as CEO of one of the world’s most complex conglomerates in 2000, his message above remains accurate.   Welch served as a leader who was not afraid to be a change agent. The many books about his style and approaches include reflections on very challenging economic cycles in his 20-year tenure as well.

With that in mind, I have taken Welch’s three points and offer the following discussion points to hoteliers at the property level.

  1. Measuring customer satisfaction.  The advancement of technology has virtually eliminated much of the value of comment cards, but the need for feedback remains very real.    Online services such as TRIP ADVISOR, Orbitz, Sabre and priceline.com have avenues to allow immediate and widely shared assessment.  There are allegations of planted or false postings on some of these sites, but follow up usually identifies those situations.    The question then becomes “how to measure customer satisfaction?”   There are a number of reasonable approaches, remembering how timely responsiveness must be to ongoing success.  These include:
  • Mystery shopping can be an excellent way to view a picture in time of your total business or perhaps one outlet or aspect of your hotel. If done correctly, these unexpected, anonymous evaluations of your operations can provide insights to the customer experience.  If conducted frequently enough, one can identify strengths, revenue trends and other opportunities.
  • There are assessments that are more inclusive available, including those provided by a number of members in The International Society of Hospitality Consultants.  They and others specialize in extensive analysis of operations, which can enhance the customer’s experience.

Welch’s quote refers to growing markets “globally”.  With the advances in technology and simplified means to book travel,  global market penetration can increase on an individual market and hotel basis.

2. Measuring employee satisfaction.    Welch had his share of critics relating to how  GE evolved during his tenure.  He sold many businesses that he and the GE Board did not view as long-term contributors to the company success and he reduced the total number of GE employees with those sales.

He also made major inroads in professional development and training at all levels. In his autobiography “JACK: STRAIGHT FROM THE GUT”,  he identified Crotonville, a 52-acre campus in Ossining, New York as a major component of the changes needed to be implemented to make GE continuously successful.  It was used for both a training ground for leadership and as a forum to deliver technical training or important messages in times of crisis. [2]

With multi-generations working at our hotels today embracing both the high tech and high touch of hospitality, the need has increased for additional training and development at all levels.

A handful of the major brands and management companies have evolved their corporate culture to address the need to maximize employee engagement and satisfaction , but I continue to see too many managers and owners paying minimal attention to their staff.

The successful owners and managers of the future will increase the commitment to professional development

and training whenever and wherever possible throughout the hotel. The results will be better qualified

professionals in more departments,  providing better service while enjoying their careers.

3. Measuring cash flow.    Many people understand the concept, but not enough actively engage in measuring all the components.

ReVPAR obviously affects cash flow, and measuring trends via www.strglobal.com (formerly Smith Travel) or other sources helps anticipate revenues and expenses  Regular proactive interaction with the sales team and front office management will help project more accurate short and long-term forecasts..   Understanding cash flow and position helps long-term profit improvement decisions, as well as anticipating capital needs and the ROI needed to justify them.

Measuring cash flow also helps ownership and managers realistically assess the operational performance of their hotel.

Hotel controllers are often the chief financial officer of the hotel.  I have recapped the Strategies from last week’s article on  Hotel Controllers” and encourage you to go to the archives of this publication for the full column.

Those strategies include:

  • Take the lead on establishing and administering all financial systems and internal controls.
  • Create the guidelines and expectations for the preparation and updates of all operational budgets, forecasts, operating results, financial reports.
  • Identify the annual hotel’s capital plan and establish time lines and protocols for implementation.
  • Implement firm procedures for the preparation of operational statements returns in compliance with government regulations, company, franchise and ownership requirements.
  • Set up and administer all government reporting and tax filing activities
  • Formulate and manage local accounting policies that coordinate with ownership’s or brand systems and procedures.
  • Operate as if you were a financial consultant for your hotel(s).
  • Monitor compliance with hotel and accounting policies and procedures, legal requirements and contractual obligations .
  • Manage the accounting department and other areas as appropriate.
  • Supervise the installation and maintenance of accounting computer systems and equipment to secure optimum performance.
  • Maintain a fiduciary accountability to the company and management.
  • As a member of the hotel executive team, share the professional expectations provided to you from ownership and/or management clearly with all members of the staff.
  • Increase the commitment to training whenever and wherever possible throughout the hotel.

[1] Welch speech at the 50th anniversary annual meeting of the North Carolina Citizens for Business and Industry, Raleigh NC 3/18/92

[2]  “JACK: STRAIGHT FROM THE GUT”, Warner Business Books, 2001  Chapter 12 Remaking Crotonville to Remake GE

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

Smiles from HospitalityEducators.com | or There are always reasons to celebrate something….and to have a special in the F&B Outlets

The late Andy Rooney had a knack of making listeners or readers smile when he brought to our attention a “tongue in cheek” observation about unusual events or every day activities.

We in the hospitality industry all know the major holidays and events to link special meals and promotions to, but there are literally hundreds of others.    I once hired Max Hitchins of Australia to lead a workshop on this topic and the ideas he shared has led me at different times to look for other, more unusual “events” or days to celebrate locally or in-house and at ZERO cost.  The staff is less bored and may become more energized and the guests appreciate the creativity.

Here are four quick ideas you can use over the next five days:

National Hugging Day

When: Always January 21st

What a great day! This is an opportunity to give and to receive. Give a hug, and you automatically receive one in return. Sure, someone might not hug back. But, how often does that happen!?!

Hugs are loving. Hugs are therapeutic. Hugs are caring. Hugs are celebratory.  Hugs make you feel good inside. Have you ever received a hug from someone who didn’t care? I didn’t think so. That’s proof positive that you’re loved and cared about.

Celebrate today by giving hugs to family, friends and loved ones. You’ll love the warm feeling you get.

Origin of National Hugging Day:

National Hugging Day was created in 1986 by Rev. Kevin Zaborney from Caro, Michigan. Strangely, this day is copyrighted. One would think that hugs should be given freely and without recourse. Regardless, we are thankful to the Reverend Zaborney for creating this day and would love to thank him with a big hug.

 National Pie Day

When : Always January 23rd

The American Pie Council created this day simply to celebrate the pie.

National Pie Day is a special day that is set aside to bake and cook all of your favorite pies. On this day, you are also encouraged to bake a few new pie recipes. And most importantly, it’s a day to eat pies!

A great way to celebrate National Pie Day is to bake some pies and give them away to friends, neighbors, and relatives. You never know, you may be starting a tradition of pie giving between your friends and family.

The American Pie Council sponsors the National Pie Championships. Some of the best pie makers in the world enter their pies.  Perhaps you will enter and win the “American Pie Council’s Best Pie in America” award.


Origin of National Pie Day:

National Pie Day was created by the American Pie Council. The American Pie Celebration began in 1986 to commemorate Crisco’s 75th anniversary of “serving foods to families everywhere.”

National Handwriting Day

When : Always January 23rd

National Handwriting Day is an opportunity to reintroduce yourself to a pen or pencil and a piece of paper. In this day of computers, more and more information, notes, and letters are sent back and forth via a keyboard and cyberspace.

According to the Writing Instrument Manufacturers Association (WIMA) website “The purpose of National Handwriting Day is to alert the public to the importance of handwriting. According to WIMA, National Handwriting Day is a chance for all of us to re-explore the purity and power of handwriting.”

Some of the available documentation we read, suggests concern by stationary, paper companies, and pen and pencil manufacturers that the electronic world will shrink demand for their products. But, indeed, statistics show that pen(or pencil) and paper are alive and well, with a growing demand.

Participate in National Handwriting Day by writing a note or letter to someone. Love letters are cool. Notes to people who are ill or incapacitated will be well received.


Origin of National Handwriting Day:

National Handwriting Day was established by the Writing Instrument Manufacturers Association  in 1977. Their motive is obvious…to promote the consumption of pens, pencils, and writing paper.

January 23rd was chosen because this is the birthday of John Hancock. John Hancock was the first person to sign the Declaration of Independence.

Beer Can Appreciation Day

When : Always January 24th

Now here’s a day that some of us can really get into!  Actually, the stuff is what is usually appropriated, especially when it icy cold on a hot day.

Beer Can Appreciation Day celebrates that great day in 1935 when beer was first sold in cans.

Okay, laugh if you will. But, believe me when I say that Beer Can Appreciation Day is a big and important day to many people.

A lot of people do not know that there’s a huge number of beer can collectors out there. Collectors meticulously open a beer can from the bottom, empty it (and drink the beer, of course), then wash and dry it. For beer can collectors, there is no shortage of types of beer, cans and bottles, and sizes. A beer can collector may have hundreds of cans and bottles.

News You Can Use: There’s a market for beer cans. If you come across an old can, do not throw it out. Rather, check out the prices in a collector’s catalog, or on Ebay.

Beer Can Appreciation Day provides us with the opportunity to enjoy and appreciate the many different kinds of beer cans. Enjoy today by starting, or adding to your beer can collection. As you empty the new cans, drink the contents. After all, you don’t want to be wasteful do you?

Important Note: Please drink responsibly. And, if you drink…….don’t drive.

__________________________________________________________________________

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

Hotels and Hospitality Businesses Must Make Strategic Planning Part of their Every Day Actvities

  Strategic Planning should be PRACTICAL

Peter Drucker introduced the term management by objectives more than 50 years ago.

  1. With his approach to strategic planning, options were identified, considered, discussed and executed.
  2. Using the SWOT analysis (strengths, weaknesses, opportunities, and threats), hoteliers can actively deal with OTAs, revenue management, asset protection, staff development, competitive marketplaces, and proper market positioning.
  3.  Dealing with these and other issues cannot happen by themselves and will require senior management commitment and support.
  4. These activities can be blended into manageable activities, including:
  •  The full SWOT Analysis
  •  Long-Term Vs. Short-Term
  • Marketing and Sales Plans
  • Budgeting: Focus, Energy, Money
  • ROI Improvement: Revenue Growth, Expenses, Business Fundamentals
  • Staff Performance: Goal Setting, quarterly reviews, semi-annual feedback, annual appraisals and more

We at HospitalityEducators.com have developed a new Leadership Program that assists organizations to refine their approaches to making their hospitality businesses more successful.

This Leadership development component integrates the tangible and intangible qualities of successful leaders.  Participants will acquire an understanding of leadership styles, roles and the management skills needed to compete in the marketplace.

In my 35+ year career as a hotelier, educator and consultant, I have seen repeated successes of those who take the time to follow this process.  We write on it often, share approaches on our site and know it works.

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

The Hospitality Industry Needs to Continue to Ramp Up Attention in Government Policies| An Opinion

We need to have increased and better attentiveness to the need for political savvy. 

  1. This does not mean just following the crowd or lobbying only for special interests, but rather a sincere collaborative effort with government.
  2. Regardless of political affiliation or party, government needs to work with the business community leaders to effectively make progress.  Business is used to be working towards specific measurable results, while too many politicians seem to work on getting re-elected.
  3. Genuine collaboration may mean serving on community councils or commissions, which also means the opportunity to have open and ongoing input in the process.  For those of us who have served on some of those commissions, we have been able to influence through logic and sincere dialogue and we have discovered the value of this kind of collaboration.

There have been tremendous improvements in this area of reaching out to elected officials over the past 15 years in the US and Canada, but the need remains and grows.  When one looks at the unbelievable amount of money that is spent on campaigns and the apparent loopholes that are used. we must recognize that is people who care and participate in the process is what we need.

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

Amplified Support of Hospitality Associations: #2 of 13 Important Changes We Need and Want in 2012 – from HospitalityEducators.com

This is a continuing series from a non-traditional commissioned year-end column that was not a prediction of trends nor a list of New Year’s resolutions.  I felt honored to have been asked by the editor of one of the world’s best known online publications to consider and share my thoughts on what we want to see more in the  new year.

The list includes what we want and need in 2012, which is reflected in the title that asks
“if hospitality is still an industry that motivates entrepreneurs.”

#2:  Amplified Support of Hospitality Associations

A generation ago, many hospitality associations served as primarily professional centers of information and socializing.

Today they have become centers of activity and provide other needed services for Hotels, Restaurants,  clubs, spas and other hospitality businesses.

Some of those services include

  1. education – the need for ongoing continuing education has never been more evident.  Associations at the local, provincial/state and national levels augment that offered by brands and fill a major role for those that take advantage of it
  2. political lobbying – hospitality and tourism is a major employer and tax collection center in many areas of the world, yet it has often not been at the center of attention in sharing views on how the industry is addressed.  In the past 15 years or so, national associations have begun to assertively state the goals and opinions of the components of the hospitality industry, but there is much more that should be done NOW.
  3. networking  – social media is growing in its reach to people globally, but the hospitality industry remains a high touch industry.  Personal contacts, face to face meetings and collaboration on important issues cannot be replaced by technology alone and associations fill that role
  4.  consumer marketing  – Technology does play a major role in certain marketing efforts and local and regional associations provide exceptional support in promoting consumer awareness and the uniqueness of what is offered.

Individuals, companies, brands and other regional organizations should consider more active support of Hospitality Associations – because we are all in this together!

   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 950 pages of tips, guides, best practices, strategies, plans, budgets, videos and resources, HospitalityEducators.com has become the #1 independent website for  hotel owners and managers.  This site can help you solve your problems now!      Read More 

Special Pricing For a Limited Time for Readers of this column
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 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, 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.    Turn-around and revenue management

2.    Professional Development for the Organization and the Individual

3.    Customer Service

4.      Making Cultural Diversity Real

5.    Developing Academic Hospitality programs

6.    Medical Lodging Consulting

7.    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.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