About John J. Hogan, HospitalityEducators.com and HoganHospitality.com

Educator, Hotelier, Speaker, Consultant, Author

Recommended Reading – Great American Hoteliers: Pioneers of the Hotel Industry

Great American Hoteliers   Stanley Turkel has spent his career with a number of well-known companies in management roles.  These include Loews, Sheraton and Americana.  He consulted with Dunfey (now Omni) and found his permanent home in his favorite city – New York.  Turkel is well-known in the hotel industry, from his writing, his hotel consulting practice, his expert witness service in hotel-related cases, as well as asset management and hotel franchising consultation. He is certified as a Master Hotel Supplier Emeritus by the Educational Institute of AH&LA.

At times, Stan can be sometimes controversial in his monthly editorials NOBODY ASKED ME, BUT… yet without a doubt he has left his mark on the industry with his insights, his shared knowledge, the questions he asks and in his writing.

Turkel loves to share insights and stories about the history of hospitality.  He was designated as the Historian of the Year in both 2014 and 2015 by Historic Hotels of America, which is the official venue of the National Trust for Historic Preservation. This honor is presented to an individual for making a unique contribution in the research and presentation of hotel history and whose work has encouraged a wide discussion and a greater understanding and enthusiasm for American History.

I just finished a book I meant to read years ago and wish I had done so earlier. Great American Hoteliers: Pioneers of the Hotel Industry is a fascinating and interesting refresher of where much of our industry found its foundation.

At a time when the industry is soaring and ownership is as widespread as it has ever been, it is appropriate to look at where some of that success originated.

Turkel considered 16 hospitality professionals he ranked as significant. Alphabetically, they are:

  1. John Bowman – founder of the Biltmore Hotels brand
  2. Carl Fisher – the developer of Miami Beach
  3. Henry Flagler – the multi-industry entrepreneur who developed much of eastern Florida through railroads and hotels
  4. John Q. Hammons – an early Holiday Inn franchisee who developed his own systems and destiny
  5. Frederich Harvey – a turn of the century western developer who innovated national parks and service delivery
  6. Ernest Henderson – a real estate developer who accidently created the Sheraton Hotel brand and came to enjoy some of the facets of hospitality
  7. Conrad Hilton – a name recognized by most, but with stories that are worth reading about how he came to unintentionally make hotels his niche
  8. Howard Johnson – a restaurateur now mainly forgotten, but who made interstate food and lodging an essential part of American travel
  9. Willard Marriott – the father of better known Bill Marriott, Jr, this pioneer had to be convinced to change his beliefs and switch from food service in many facets to hotels
  10. K M Patel – one of the early innovators from India who found inn keeping as a bridge to success for his and many other Indian immigrants who found being a hotelier an honorable profession
  11. Henry Plant – a lesser known developer who developed the Gulf Coast of Florida
  12. George Pullman – not usually thought of as a hotelier, this innovator created hotels on wheels. This is a mixed story of success and unpleasant actions, in my estimation
  13. A M Sonnanbend – creator of a family business that managed many of New York and America’s better known eastern hotels as well as creating several brands
  14. Ellsworth Statler – I admit to a bias here, in that I know a great deal about one of the most innovative and creative hoteliers America has ever known. While he passed away in 1928, his legacy remains in construction, service, training, profitability, marketing and value for both guest and hotel owner.
  15. Juan Trippe – known primarily as an airline executive, this Pan Am innovator partnered travel with both hotels and air travel
  16. Kemmons Wilson – a construction builder, Wilson used his personal family travel challenges to create a family friendly hotel that grew to one of the world’s largest and best known brands

A book worth reading for a University level program, or for those who are looking to understand how the past influences the future.

HIGHLY RECOMMENDED

Respectfully

John J Hogan, CHA CHMS CHE CHO

John Hogan 10.16 no.6 John J. Hogan, CHA CMHS CHE CHO[1] is a career hotelier, author and educator who has held senior leadership with responsibility in several organizations involving operational, academic and entrepreneurial enterprise. He has been affiliated in management roles with Sheraton, Hilton, Dunfey (now Omni), Park Suite (now Embassy Suites), Med Center Inns of America, Best Western world headquarters and independent properties. He taught as an adjunct professor for more than 20 years at 3 different colleges and conducted more than 5,000 classes and workshops in his career as of 2016.

He is Co-Founder and Chief Learning Officer of HospitalityEducators.com, which was founded in 2010 as a solutions center for hotel owners and managers.  HospitalityEducators.com completely updated and has been facilitating the Certified Hotel Owners program for AAHOA since 2012, with a participant approval rating of over 97% and more than 1400 certifications to date.

As the principal of Hogan Hospitality, he has provided litigation support, hotel expert witness services and hotel owner support services. He holds a number of industry certifications and is a past recipient of the American Hotel & Lodging Association’s Pearson Award for Excellence in Lodging Journalism, as well as operational and marketing awards from international brands. He has served as President of both city and state hotel associations and as an elected Chair of a major brand Hotel Owners Council.

Specific new services, workshops and keynote topics can be found at johnjhogan.com, including

  • WHAT THEY DON’T TEACH YOU AT HOTEL SCHOOL
  • IT’S THE SIZE OF YOUR IDEA, NOT THE SIZE OF YOUR BUDGET
  • 2017 HOT TOPICS ON SAFETY, SECURITY AND LEGAL ISSUES FACING HOTEL OWNERS AND MANAGERS THIS YEAR
  • 15 TIMELESS STRATEGIES FOR TODAY’S LEADERS

 

He is currently working with his partner Kathleen Hogan and others on several new projects including the HOTELIERMASTERMIND series, an eBook series with Howard Feiertag on hotel sales, two new web sites and a fresh set of Keynote and Workshop programs, hospitality services and columns.

He writes regular columns for a number of global online services, has published 500 columns and 225 blogs for industry publications. He co-authored (with Howard Feiertag, CHA CMP) LESSONS FROM THE FIELD – a COMMON SENSE APPROACH TO EFFECTIVE HOTEL SALES as well co-authoring the Supervisory Skill Builders from the Educational Institute. Hogan’s professional experience includes over 43 years in operations, service, sales & marketing, training, management development and asset management on both a single and multi-property basis.

He has supported numerous industry boards that deal with education and/or cultural diversity for more than 15 years. He served on the AH&LA Certification Commission of the Educational Institute and as brand liaison to the NAACP and AAHOA with his long term involvement in the Certified Hotel Owner program.

 

Contact: John Hogan John.Hogan@HospitalityEducators.com                 602-799-5375

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

 

[1] Certified Hotel Administrator (CHA), Certified Master Hotel Supplier (CMHS), Certified Hospitality Educator (CHE), Certified Hotel Owner (CHO)

 

 

Recommended Reference from HospitalityEducators.com | Hospitality Law by Stephen Barth

A University textbook is not normally considered light reading, yet a number of them can offer us valuable information and resources.

This is a law book used in university classes. It is very detailed, includes many solid examples and case studies. The Q&A sections at the end reinforce the highlights made throughout each chapter.  The headings of the 15 chapters are self explanatory and offer insights and potential direction.

Hospitality Law

 

  1.  Prevention Philosophy
  2. Government Agencies Affecting Hospitality
  3. Business Structures
  4. Business Contracts
  5. Significant Hospitality Contracts
  6. Legally Managing Property
  7. Legally Selecting Employees
  8. Legally Managing Employees
  9. Your Responsibilities as a Hospitality Operator
  10. Your Responsibilities as a Hospitality Operator to Guests
  11. Your Responsibilities for Guest Property
  12. Your Responsibilities when Serving Food & Beverage
  13. Legal Responsibilities in Travel and Tourism
  14. Safety and Security Issues
  15. Managing Insurance

In addition to this reference book, I would also recommend The 2015 Hospitality Law Conference    http://hospitalitylawconference.com/ , which is not just for lawyers.

From development deals to management agreements, from food and beverage liability to labor and employment, and from claims management to anti-trust issues, the latest cases, trends and challenges in compliance, finance, law, risk, safety, and security are up for exploration at the 13th Annual Hospitality Law Conference, February 9-11, 2015.

The Owner Management Summit, co-located with the Hospitality Law Conference, intersects legal, finance and technology and includes sessions on: who owns the data, who is responsible for the data, development and unwinding management contracts.

I will write a separate column on this next week.

John Hogan       Kathleen Hogan

Hospitality.jpg

Kathleen Hogan Ireland Sept 2013John Hogan Sept 2013DSCN0215Dr. John Hogan CHA CMHS CHE CHO and Kathleen Hogan MBA CHO are the co-founders of  HospitalityEducators.com, which was created in 2010 to be a resource for hotel owners and professionals as they sought to improve market share, occupancy, operational efficiency and profitability.  The husband and wife team are transitioning the original membership site concept and evolving the business model today to a focused resource offering consulting, training, and individualized support to both hospitality and other service businesses.   Services include keynote addresses workshops, online support, metrics measurement, marketing and customer service from a group of more than a dozen experienced professionals.   While continuing to serve hospitality, the demand for these types of services is growing and can be personalized.

John Hogan is also the principal of HoganHospitality.com, which provides a range of expert professional services for hotel owners, including professional development for organizations, training, consulting and expert witness services.

Contact information:  Kathleen Hogan  480-436-0283, John Hogan 602-799-5375 or  service@hospitalityeducators.com

Keynotes: 

Recommended Reading : Hotel Mavens – A solid rating on the founders and history of one of old New York’s great hotels, and more…

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With the change in ownership and the re-purposing of one of America’s best known hotels, I am re-posting a review of a very different book than the others I have read by Stanley Turkel.   While it follows much of his same incredible attention to detail on the history of hotels (including a continuing commitment to accuracy) , this book focuses almost entirely on a very focused period of time, on a few people who made a difference in American hotel keeping and on one very famous hotel in the largest city in America.

1st of all, Turkel defines what a “maven” is, which is an expert who passes on knowledge to others. Turkel identifies three people he describes as mavens. While these are not household names to most people (even in the hospitality business), they played an important role in certain development of styles and protocols in American hotels
  1.  Lucius Boomer was chairman of the Waldorf-Astoria Corporation. Turkel explains in great detail about his noted career of managing or overseeing a number of major hotels in the northeast part of the USA from the early part of the 20th century through the 1940s.
  2. George Boldt is a lesser known, but important player in American hospitality and Turkel highlights the emphasis on service, grooming, standards and systems that Boldt introduced and maintained in his time (through 1916).
  3. Oscar Tschirky, or Oscar of the Waldorf as he was mainly known, is perhaps the best known of the three to the consumer or non-hotelier, as his tenure and flair at the famous hotel for a half century was well chronicled at the time and later via several food dishes named in his honor.

Turkel is an acknowledged authority on the history of New York City hotels, including both those that remain in existence today and those that have been converted or demolished. I considered it a sincere privilege to read and review Turkel’s earlier book Built To Last: 100+ Year-Old Hotels in New York , which was a fascinating read for anyone interested in history, building design and hospitality. The collection of historic properties that Turkel chose for that book featured 32 distinctively different properties. Some of them are well known such as the Plaza and the St Regis hotels, but most of them are less well known but just as interesting as they evolved from their original design and market positioning.Author Turkel was designated as the 2014 Historian of the Year National Trust for Historic Preservation and Historic Hotels of America in October, 2014 at their Awards Conference at the Hotel Hershey, Hershey, Pa. , for his zealous devotion to communicating the role of hotels in American business and life.

Hotel Mavens continues Turkel’s thorough sharing of this information through documented details about many well known American hotels – the Lenox in Boston, the Bellevue Stratford in Philadelphia, the Willard in Washington DC and many in New York City including the Claridge, the Sherry Netherland, the Plaza (briefly) and more. He explains how the Intercontinental Hotel Corporation came to be and how so many famous people and hotels came and went over a 50 year period.

In some places, this book is not always easy to read, and that is due to the evolution of language used 100 years ago that is included in this book.

There are diagrams and communications from the early Waldorf-Astoria days and a good number of black and white photos that bring the stories to life. He shares anecdotes and real-life stories that became standards in the industry, while others became dated and did not have staying power.

The section on “Staff News” about the original Waldorf-Astoria in February 1928 was written by hotel employees. Facts about the construction of the current Waldorf-Astoria were written by Lucius Boomer’s office in 1935 (three years after opening)

The Epilogue section of the book comes directly from the Waldorf-Astoria archives. As far as author Turkel knows, it has never been publicly reported before. Historically, it reveals unique material about the operation of the original and current Waldorf-Astoria hotels. For anyone interested in hotel operations from 85 years ago, it is chock full of revealing and fascinating material.

Hotel Mavens includes a good amount of material that is presented as and when it was written, which was sometimes a century ago. It refers to the attention given to foreign royalty and celebrities of the day at the Waldorf-Astoria and other hotels to the point of almost “drooling” over their importance. The condensed chronology from 1890-1929 includes information regarding the guests, famous and infamous who attended various functions at the hotel. One might think this dated, yet the social media and paparazzi of today do the same things with the names and faces in the news today.

The stories of how hotels were built, leased, sold, changed in function and more show how many of today’s business practices evolved.

I should also add an observation that in some places, the time line sequences do not flow easily to even a reader such as myself who is aware of at least some of the hotels’ histories or people. To someone who does not have a background in the industry, it might appear unintentionally vague or a bit confusing in places. Story lines and communication taken from the early days of the Waldorf-Astoria sometimes do not translate clearly in meaning as the language used today, which may cause a reader to be a bit puzzled at times.

Hotel Mavens is definitely worth reading and I recommend it to anyone who has an interest in the history of old New York, of how the hotel industry in America was influenced by big city hoteliers and investors and to anyone just interested in how life in New York City might have been before air travel, interstate highways, conventions, casinos and during Prohibition.

Good reading!

John J. Hogan CHA CHMS CHE CHO
Hospitality Educators
Hogan Hospitality

A solid rating on the founders & history of one of old New York’s great hotels, and how the hotel industry in America was influenced by big city hoteliers and investors
Hospitality.jpg

                            

About John J. Hogan

John J. Hogan, CHA CMHS CHE CHO[1] is a career hotelier, author and educator who has held senior leadership with responsibility in several organizations involving operational, academic and entrepreneurial enterprise. He has been affiliated in management roles with Sheraton, Hilton, Dunfey (now Omni), Park Suite (now Embassy Suites), Med Center Inns of America, Best Western world headquarters and independent properties. He taught as an adjunct professor for more than 20 years at 3 different colleges and conducted more than 5,000 classes and workshops in his career as of 2016.

He is Co-Founder and Chief Learning Officer of HospitalityEducators.com, which was founded in 2010 as a solutions center for hotel owners and managers.  HospitalityEducators.com   completely updated and has been facilitating the Certified Hotel Owners program for AAHOA since 2012, with a participant approval rating of over 97% and more than 1400 certifications to date.

As the principal of Hogan Hospitality, he has provided litigation support, hotel expert witness services and hotel owner support services. He holds a number of industry certifications and is a past recipient of the American Hotel & Lodging Association’s Pearson Award for Excellence in Lodging Journalism, as well as operational and marketing awards from international brands. He has served as President of both city and state hotel associations and as an elected Chair of a major brand Hotel Owners Council.

Specific new services, workshops and keynote topics can be found at johnjhogan.com, including

  • WHAT THEY DON’T TEACH YOU AT HOTEL SCHOOL
  • IT’S THE SIZE OF YOUR IDEA, NOT THE SIZE OF YOUR BUDGET
  • 2017 HOT TOPICS ON SAFETY, SECURITY AND LEGAL ISSUES FACING HOTEL OWNERS AND MANAGERS THIS YEAR
  • 15 TIMELESS STRATEGIES FOR TODAY’S LEADERS

 

He is currently working with his partner Kathleen Hogan and others on several new projects including the HOTELIERMASTERMIND series, an eBook series with Howard Feiertag on hotel sales, two new web sites and a fresh set of Keynote and Workshop programs, hospitality services and columns.

He writes regular columns for a number of global online services, has published 500 columns and 225 blogs for industry publications. He co-authored (with Howard Feiertag, CHA CMP) LESSONS FROM THE FIELD – a COMMON SENSE APPROACH TO EFFECTIVE HOTEL SALES as well co-authoring the Supervisory Skill Builders from the Educational Institute. Hogan’s professional experience includes over 43 years in operations, service, sales & marketing, training, management development and asset management on both a single and multi-property basis.

He has supported numerous industry boards that deal with education and/or cultural diversity for more than 15 years. He served on the AH&LA Certification Commission of the Educational Institute and as brand liaison to the NAACP and AAHOA with his long term involvement in the Certified Hotel Owner program.

Contact: John Hogan John.Hogan@HospitalityEducators.com                 602-799-5375

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

[1] Certified Hotel Administrator (CHA), Certified Master Hotel Supplier (CMHS), Certified Hospitality Educator (CHE), Certified Hotel Owner (CHO)

 

RECOMMENDED READING {HINT} -The Answer to “How do we become successful” is in this book…..

,41XqOVMxPRL._SX330_BO1,204,203,200_     Jason Jennings is one of those people who communicates well both in a speech and on paper. This book, published in the now seemingly distant past (2002), shares “people in successful companies” stories and how they do it.

The examples he quoted remain solid performers more than a decade later and the reason remains the same: the leadership of certain companies are continuously committed to serving their customers profitably, but not at the expense of their staff.

The message is clear, simply stated and yet, unfortunately overlooked by so many organizations. I read this book about 10 years ago and it is as fresh today – so fresh, that I intend to make it’s message into a future workshop.

Contrast the leadership, the teams and success of Starbucks, Southwest Airlines, Disney, the New England Patriots and Apple with that of Chipolte, United Airlines, the Cleveland Browns, Sears and many others who have left the marketplace. There are great people at each of the companies/teams in the 2nd listing, but their leadership has not yet learned the lessons of how to make their teams excel!

The answers are in this book and in our minds.

Your comments and feedback are always welcome.

About John J. Hogan

John J. Hogan, CHA CMHS CHE CHO[1] is a career hotelier, author and educator who has held senior leadership with responsibility in several organizations involving operational, academic and entrepreneurial enterprise. He has been affiliated in management roles with Sheraton, Hilton, Dunfey (now Omni), Park Suite (now Embassy Suites), Med Center Inns of America, Best Western world headquarters and independent properties. He taught as an adjunct professor for more than 20 years at 3 different colleges and conducted more than 5,000 classes and workshops in his career as of 2016.

He is Co-Founder and Chief Learning Officer of HospitalityEducators.com, which was founded in 2010 as a solutions center for hotel owners and managers.  HospitalityEducators.com   completely updated and has been facilitating the Certified Hotel Owners program for AAHOA since 2012, with a participant approval rating of over 97% and more than 1400 certifications to date.

As the principal of Hogan Hospitality, he has provided litigation support, hotel expert witness services and hotel owner support services. He holds a number of industry certifications and is a past recipient of the American Hotel & Lodging Association’s Pearson Award for Excellence in Lodging Journalism, as well as operational and marketing awards from international brands. He has served as President of both city and state hotel associations and as an elected Chair of a major brand Hotel Owners Council.

Specific new services, workshops and keynote topics can be found at johnjhogan.com, including

  • WHAT THEY DON’T TEACH YOU AT HOTEL SCHOOL
  • IT’S THE SIZE OF YOUR IDEA, NOT THE SIZE OF YOUR BUDGET
  • 2017 HOT TOPICS ON SAFETY, SECURITY AND LEGAL ISSUES FACING HOTEL OWNERS AND MANAGERS THIS YEAR
  • 15 TIMELESS STRATEGIES FOR TODAY’S LEADERS

 

He is currently working with his partner Kathleen Hogan and others on several new projects including the HOTELIERMASTERMIND series, an eBook series with Howard Feiertag on hotel sales, two new web sites and a fresh set of Keynote and Workshop programs, hospitality services and columns.

He writes regular columns for a number of global online services, has published 500 columns and 225 blogs for industry publications. He co-authored (with Howard Feiertag, CHA CMP) LESSONS FROM THE FIELD – a COMMON SENSE APPROACH TO EFFECTIVE HOTEL SALES as well co-authoring the Supervisory Skill Builders from the Educational Institute. Hogan’s professional experience includes over 43 years in operations, service, sales & marketing, training, management development and asset management on both a single and multi-property basis.

He has supported numerous industry boards that deal with education and/or cultural diversity for more than 15 years. He served on the AH&LA Certification Commission of the Educational Institute and as brand liaison to the NAACP and AAHOA with his long term involvement in the Certified Hotel Owner program.

Contact: John Hogan John.Hogan@HospitalityEducators.com                 602-799-5375

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

[1] Certified Hotel Administrator (CHA), Certified Master Hotel Supplier (CMHS), Certified Hospitality Educator (CHE), Certified Hotel Owner (CHO)

 

One of the best books on thinking I have read in quite a while. Read why!

winning the brain game hL._SX355_BO1,204,203,200_

Why is this is such a   “best book” on thinking ?  The answer is because  it tackles issues or flaws that we all deal with whether we think about it or not AND it provides logical ways to address them through exercises and examples.

Matthew May has authored a crisp book to assist us in dealing with our thinking. May, an experienced instructor and facilitator, understands how to recognize common traps that affect all of us and limit effective thinking in tackling problems.

First the flaws:

1. Leaping – We all have a tendency to look for solutions or jump to a conclusion BEFORE we really examine or think about an issue or problem

2. Fixation – Each of us has some built in preferences or bias that we tend to use without stopping to think

3. Overthinking – Doesn’t every one of us make our own life more complex when we over analyze and sometimes create problems that really may not exist

4. Satisficing – An imaginary word that describes how we too often seize ways to deal with issues or problems that are really very average or ho-hum. We know we can do better!

5. Downgrading – Dummy-ing our understanding of a problem or situation so we can find fast and easy “solutions”

6. Not Invented Here – This may be one of the most understated flaws in global business – if we didn’t think of it, it cannot be very good. Why do we invent problems for ourselves?

7. Self-Censoring – We all have a bit of fear of an idea being rejected, so we don’t offer it

May addresses each of these and suggests alternative approaches to tackle each of these every day issues and problems.

What I enjoyed the most about the book are the case studies with real world people conducted by the author. He also sets 15 different puzzles for readers, and we recognize that we may not know all the answers because we have some of the 7 flaws in our mind set. These are amusing scenarios

A quote by Albert Einstein starts off each chapter that summarize that flaw to be discussed, and this introduces the notion of how we all want to be correct and avoid failure. Yet, we have also learned from Benjamin Franklin, Thomas Edison, George Washington Carver and others that we need to make mistakes so that we can improve ourselves and our environment.

Highly recommended!

   About John J. Hogan

John J. Hogan, CHA CMHS CHE CHO 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 and Chief Learning Officer of HospitalityEducators.com, which was founded in 2010 as a solutions center for hotel owners and managers. He is also the Principal of HoganHospitality.com, which offers hotel expert witness services and hospitality consulting.

Specific new services, workshops and keynote topics can be found at  johnjhogan.com , including

WHAT THEY DON’T TEACH YOU AT HOTEL SCHOOL

 IT’S THE SIZE OF YOUR IDEA, NOT THE SIZE OF YOUR BUDGET

He is currently working with his partner Kathleen Hogan and others on several new projects including the HOTELIERMASTERMIND series, an eBook series with Howard Feiertag on hotel sales, two new web sites and a fresh set of Keynote and Workshop programs, hospitality services and columns.

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

Contact: John Hogan John.Hogan@HospitalityEducators.com /              602-799-5375

The Power of Follow Up – High Tech or High Touch?

We all deal with technology daily, whether it is one of dozens of social media outlets, responding to a guest review, using an app as either a consumer or service provider or simply emails.

To those of us over 40, we may recall when we were promised computers were going to make our lives simpler and shorten our work week.   While we likely agree that technology has increased our capabilities, I do not know many of us that have found the work week to be anything but more complex, as those potential capabilities have added many more duties and activities.

This column is a snap shot message – the power of follow up.

Like most of us, I have more than one computer and my 17″ laptop Dell failed for a 2nd time over a 4 year period. Complete freeze – would not boot, and luckily for me, it was a back up unit and I had opted for  a service plan with Data Doctors after the 1st failure.   They analyzed the problem, offered several solutions and two days later returned it to me with a minimal bill for parts.   It is now almost completely rebuilt and things seem to be in order.

The follow up came today with a phone call from the tech who serviced my unit.   Without prompting, he called me to see if it was working as it needed to be.   This was a highly unusual event – the follow up from email evaluations accompanies most tech situations, but someone taking the time to reach out PERSONALLY was an unexpected and pleasant surprise.

The cost to Data Doctors?    $000.00

The benefit to me?  The sense that someone actually cared about how their quality of work affected me!

Which was this – high tech or high touch?  The answer is both.

In hospitality, we need to remember this fact – guests want to be appreciated and valued, and that includes the sincere, genuine attention that cannot be scripted or mandated by a brand standard or rule.  It needs to come from us – the hotel owner, manager and associate!

There are many ways to identify those unique touch points, and we @HospitalityEducators.com can help you find them.

About John J. Hogan  

John J. Hogan, CHA CMHS CHE CHO 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 and Chief Learning Officer of HospitalityEducators.com, which was founded in 2010 as a solutions center for hotel owners and managers. He is also the Principal of HoganHospitality.com, which offers hotel expert witness services and hospitality consulting.

Specific new services, workshops and keynote topics can be found at  johnjhogan.com , including

  • WHAT THEY DON’T TEACH YOU AT HOTEL SCHOOL

  •  IT’S THE SIZE OF YOUR IDEA, NOT THE SIZE OF YOUR BUDGET

He is currently working with his partner Kathleen Hogan and others on several new projects including the HOTELIERMASTERMIND series, an eBook series with Howard Feiertag on hotel sales, two new web sites and a fresh set of Keynote and Workshop programs, hospitality services and columns.

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

Contact: John Hogan John.Hogan@HospitalityEducators.com /              602-799-5375

Recommended Reading – Business History of a Technology Innovator

making the world better

 I was surprised to see so many IBM retired and former employees reviewing and quoted in this book, but on reflection that makes sense. IBM for the past 100 years now has played a major role in the evolution of both US and global business history.

The book at times is a bit too anecdotal for the person who may not be a techie or who may not care about the details of some of the IBM story but overall it hits the mark.

In the three major sections, they cover:

1.   The science – this is the pioneering segment of how to move from the incredible basics to the foundations of meaningful technology for the every day person.

2.   Thomas Watson Sr had adopted the slogan “THINK” in 1911 and section 2 addresses the evolution of creating economic value from knowledge. IBM did not do everything “right” but they did help to create the concept of the modern corporation.

3.   Making the World Better completes the circle and shares global stories of balancing business, values, ethics and profitability while dealing with governments and greed.

Regardless of how one feels about certain kinds of computers or high tech, this is worth the read.

About John J. Hogan  

John J. Hogan, CHA CMHS CHE CHO 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 and Chief Learning Officer of HospitalityEducators.com, which was founded in 2010 as a solutions center for hotel owners and managers. He is also the Principal of HoganHospitality.com, which offers hotel expert witness services and hospitality consulting.  Specific new services, workshops and keynote topics can be found at  johnjhogan.com 

He is currently working with his partner Kathleen Hogan and others on several new projects including the HOTELIERMASTERMIND series, an eBook series with Howard Feiertag on hotel sales, two new web sites and a fresh set of Keynote and Workshop programs, hospitality services and columns.

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

Contact: John Hogan John.Hogan@HospitalityEducators.com /              602-799-5375