Hospitality Tip of the Week from HospitalityEducators.com

Crowne Plaza

A Providence RI hotel salutes its’ customers and staff in a special way.

(A special tribute to Southwest Airlines crew, which is known for their unique approaches to customer service)

How do you say THANK YOU to your best guests?

 

Success does not come by accident or chance.

Contact us for assistance.

Hospitality.jpg

Kathleen Hogan Ireland Sept 2013John J. Hogan CHA 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.

John Hogan Sept 2013DSCN0215

Contact information:  Kathleen Hogan  480-436-0283,

John Hogan

602-799-5375 or service@hospitalityeducators.com

Workshops Available include: 

From the Chalkboard to the Front Line

What They Don’t Teach You at Hotel School

Focus:

  • Hotel Profitability
  • Hotel Sales
  • Marketing Ideas
  • Hotel Operations

There will always be an ongoing debate on the comparative merits of experience versus the knowledge acquired in formal educational settings.   The best lessons anyone can learn from hotel schools include an awareness of what really occurs on the front line in the actual hospitality setting.  This keynote transitions the academic message to the real world of running a profitable hospitality business.

 Click    here   for Keynotes and Workshops Available 

http://www.HoganHospitality.com
Your Hospitality Resource for Hotel Owners, Innkeepers, Managers and Associations

Ten ways to reach 5,000+ potential customers for under $500| HospitalityEducators.com Tip of the Week

Over the last several years, I have shared ideas in columns that have  addressed the guest experience and delivering service.  These columns have generated a high level of reader interest and a future article will recap of some of their comments on impressions of service levels, customer expectations and service codes.

An underlying theme in these columns is the ongoing need for all of us to retain the “high touch” personality that is the heart in hospitality.  Technology is an important ingredient in the guest experience, but it is not the reason guests list when sharing why they make the decision to return to a hotel or to demonstrate loyalty.

Time for reflection

If you think back on your career, a major step was when you were entitled to your first business card.  That “entitlement” was sort of a rite of passage – a sign of having “made it.”  Chances are that you gave that card to as many people as you could – at least for a while.  As time wore on, you did not have to re-print as many as the first year.  Other things took priority. Technology took more of our time and communication focus.

Many successful people continue to re-order their cards regularly, as they find that business cards are one of the most under-utilized sales tools in the hospitality industry by many people.

Today, successful hoteliers, sales managers, general managers and owners value this low-cost, easy-to-carry, easy-to distribute sales piece as one of their most valuable tools. Prior to the late 1990s, most business cards were fairly basic – name, title, company name and address, phone number and perhaps the company slogan or motto.  Today’s cards contain much more information

  • the above basics
  • proper brand identity if you belong to a referral group or franchise
  • email and web-site address
  • social media information
  • cell or home number if you have the kind of position or personality that is service sensitive enough to warrant the kind of commitments that tell existing and POTENTIAL customers that you care MORE than your competition.  (Yes, I have a bias here regarding service.)

Today’s cards may be a dual or a tri-fold in design, listing

  • your property’s facilities in some detail, such as number and types of accommodations
  • banquet or meeting capacity
  • special services, such as saunas or spas, casinos or recreational facilities
  • amenities such as managers’ receptions or continental breakfast

Some include detailed maps from nearby interstate highways and others feature four-color photographs of the hotel or perhaps the view from the hotel’s front door.  The decision is yours on content, but your local printer, hotel association or franchise director can give you a wealth of options that have been successful for others.

After the cards are printed, what is next? The next is the fun AND critical part of using them effectively: distribution.

Following are some ideas we have seen used at hotels throughout the world:

  1. As an introduction to almost everyone you meet for the first time  – one never knows when they might need lodging/meeting/food services in your area
  2. In all correspondence – even with technology, everyone has some kind of card case or the option to paste the info into their computer from your card
  3. In all billing – a thank you on the back of your card can have great goodwill!
  4. In all payments – your suppliers also need edging/meeting/food services in your area at some point. We must all learn to regularly ASK FOR THE SALE!
  5. At all industry and business meetings – we all need to network
  6. In your restaurant – if you meet and greet guests (as either the GM, sales manager or restaurant manager). Let them know you care about them
  7. At check-in/out – A rack at the desk works for some hotels, but a sales manager or GM personally thanking EXISTING guests at checkout and asking them to return impresses many travelers.  Giving business cards is a reminder of the experience that they might relate to others back home. This is great referral potential and a way to build guest loyalty.
  8. For complimentary or discounting purposes when appropriate
  9. With all sales and marketing promotional pieces – put a name with the hotel and finally
  10. As a thank-you; a personal note is just that – a time taking, individualized sign of appreciation.

Business cards today can cost as little as five cents each.  Giving 20 out per business day equals roughly 100 per week, 450 per month and 5,400 per year. Can you think of any other personally delivered message that exists for under $500 a year?

              “In sales, you must make the customer remember you”                                            Victor Kiam, former owner, New England Patriots,  Former CEO, Remington Shavers

Keys to Success Hospitality Tip of the Week:

Focus on Operations & Profitability Recognize that supporting and offering English as a 2nd Language is an investment, not an expense for many areas in the hotel. It helps everyone to improve communication, to feel more involved and that the person learning English is cared about as an individual by the employer.

Feel free to share an idea for a column at  John@hoganhospitality.com anytime or contact me regarding consulting, customized workshops, speaking engagements …………. And remember – we all need a regular dose of common sense.  602-799-5375 

As Co-Founder of a consortium (www.HospitalityEducators.com) of successful corporate and academic mentors delivering focused and affordable counsel in solving specific challenges facing the hospitality industry, I invite readers to visit our site that offers a wide range of information, forms, best practices and ideas that are designed to help individual hoteliers and hospitality businesses improve their market penetration, deliver service excellence and increase their profitability.

Consulting Expertise and Research Interest

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

If you need assistance in any of these areas or simply an independent review or opinion on a hospitality challenge, contact me directly for a prompt response and very personalized attention.

www.HoganHospitality.com Your Hospitality Resource for Hotel Owners, Innkeepers, Managers and Associations

What does it mean to “do right” ? Ask Mark Twain


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What does it mean to “do right” ?

Mark Twain was the Will Rogers or Jon Stewart of his time.  He was both witty and sarcastic in much of his writing, yet he almost always made one smile.

This framed quote by Twain was one of two personal items kept on the desk of Harry S. Truman, the 33rd US President.  Truman, we recall, had never sought the office and he was pressured into accepting the Vice President spot in 1944.   Unlike today when literally dozens of candidates work for years to even gain a nomination, Truman became an unintentional President.

If you were to read David McCullough’s Pulitzer winning book called simply TRUMAN, you would see that this individual had to deal with literally dozens of issues of the times. Segregation, McCarthyism, the Iron Curtain, the war in Korea, the recognition of Israel, the approval of the United Nations and much more were just some of the controversies he faced. Congress was just as disruptive or partisan as today, or perhaps even more so.

Truman’s approval rating when he left office was near the lowest recorded, yet 50 years later, he is now acknowledged as one of the greatest Presidents. (see footnotes)

What does it mean to “do right” to you? 

In business or politics, there is usually an instinct that is founded on values.  Many of us tend to mistrust politicians, as too many of them have proven to be self serving.

Do the business practices of some airlines seem as ethical as others?    Why have so many of them been forced into bankruptcy when others prosper?

Do the business practices of some retailers, hotel companies, phone or cable companies meet the Twain quote?   You must decide on them, as well as for our own businesses.

Truman may or may not have been appreciated in his career, but his legacy remains intact and actually stronger.

How do we want to be remembered? What are we doing about it to make that happen?

 

John J Hogan CHA CMHS CHE CHO

HospitalityEducators.com
Hogan Hospitality  

Success does not come by accident or chance.

Contact us for assistance.


John J. Hogan CHA 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

Workshops Available include: 

From the Chalkboard to the Front Line

What They Don’t Teach You at Hotel School

Focus:

  • Hotel Profitability
  • Hotel Sales
  • Marketing Ideas
  • Hotel Operations

There will always be an ongoing debate on the comparative merits of experience versus the knowledge acquired in formal educational settings.   The best lessons anyone can learn from hotel schools include an awareness of what really occurs on the front line in the actual hospitality setting.  This keynote transitions the academic message to the real world of running a profitable hospitality business.

 Click    here   for Keynotes and Workshops Available 

 

footnotes

Recommended Reading from HospitalityEducators.com |Making the World Work Better: The Ideas That Shaped a Century and a Company

making the world better
Thoughtful and a Bit of Business History
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.

John Hogan
HospitalityEducators
Hogan Hospitality

 

Hospitality.jpg

Kathleen Hogan Ireland Sept 2013John Hogan Sept 2013DSCN0215John J. 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

Workshops Available: 

 Lessons From the Field:   A Common Sense Approach to Effective Hotel Sales 

A to Z Steps to Profits

45 Proven Ways to Succeed in Hospitality in Any Economy

Hotel Sales Action Steps to Succeed – Anytime, Anywhere 

10 Hotel Mistakes to Avoid in Selling 

 

Keys To Success | How to keep the PASSION in your career by John J. Hogan

Keys To Success | How to keep the PASSION in your career | By John Hogan, CHA CMHS CHE CHO

John Hogan, CHA MHS CHE NEW

Passion
It is not a word that most of us think about when we used adjectives to describe our work. Yet, work is where we spend approximately 25% or more of our time each week (if we work full time)

There are many employee engagement surveys and measurement tools in use these days, but I am going to offer a simpler approach. If your boss asked you to design the ingredients for the perfect workplace to guarantee job satisfaction and ongoing enthusiasm, what would you include?

Now do not read ahead, but think about this for a moment and imagine at least three things you would include in this Utopian environment.

Auren Uris in his 101 of the Greatest Ideas in Management, included some of these suggestions:

  • Recognition as a person and a professional, regardless of your chosen field, with the ability to have a voice in your work
  • Enjoyable and pleasant working conditions, including facilities, schedules, safety factors. etc.
  • Fair and competitive compensation and benefits
  • A sense of being part of the team, with both our associates and supervisors
  • The opportunity to personally grow and be challenged
  • Job security. This is in relation to performance based issues, and one that avoids the political infighting and maneuvering that is too often present in the workplace and often by minimally competent individuals

While your personal list would likely include some additional suggestions, these six make an excellent base. Yet, how many of us have even half of those items on the list?

I first wrote on this topic for the Birmingham Alabama, BUSINESS FIRST weekly business newspaper. I recently found an old comic strip story, in Sally Forth, where the 11-year-old daughter is asking her working mother for help in completing a school assignment. The question is on careers and the mother is asked if her job is “fun.” The mother responds that “fun” is not quite the right word for it. “Are you sure that is what it says?” she asks. The daughter spells F-U-N and the mother continues, “If work were fun, people would say ‘I’m going to fun’, rather than ‘I’m going to work.’ ” The daughter answers she is confused; the mother puts everything into perspective by telling the daughter to “just put down that I usually like my job.”

Many of us do “usually like our job,” yet we really don’t quite have the enthusiasm we probably thought we would have had when we committed ourselves to our chosen career awhile back. Is this because we do not have the personal commitment, or is it for other reasons? Have we let the less than ideal situation of our everyday job experience sour our disposition?

Nordstrom department stores, which originated in California seems to have overcome this attitude problem. Their approach is simple and so easy to understand that is baffling why business leaders in general do not follow their lead. The Nordstrom way of conducting business is summed up in this classified as that was reprinted in A PASSION FOR EXCELLENCE by Tom Peters and Nancy Austin:

Now Hiring – Wanted: People PowerIt’s something that Nordstrom, the West’s leading fashion specialty store, feels very strongly about.We are looking for experienced people who want to learn, grow and expand with us.

People who genuinely like people, who find satisfaction in helping others,
who go out of their way to be of service.

We need people with an eye for detail, a will to succeed.

Experienced people to handle sales

People to lead and people to follow.

We need people to make things go smoothly.

People with ideas.

All kinds of people with all kinds of potential.

People Power,
It’s the Difference at Nordstrom’s

I was the opening general manager at a luxury all suites hotel and used this format to set the tone pf our hiring blitz, which was at the worst time of year. We received outstanding applications and hired some great people – people who merely wanted to be appreciated and respected; people who wanted to have a voice, and be part of a team. This sounds familiar, doesn’t it?

Now, A PASSION FOR EXCELLENCE was published more than 20 years ago and I was curious what an internet search  would say about Nordstrom people and passion.

I was duly impressed by the range of comments and superlatives used by many different organizations in their assessment of the Nordstrom management philosophy commitment to each other after that 20-year period.

There is no easy answer in keeping the “passion” in one’s career, but below are a series of ideas that might work for you in keeping your inner spirit alive, regardless of your position in the company:

  1. Promise. To keep something alive, there has to be spark of an ideal to begin with, Most of us have the desire to succeed, but the notion of the ideal has become dormant. Resurrect that submerged ideal as an achievable goal.
  2. Plan. To merely wish for something is seldom enough to reach it. Goal setting and a road map are critical to top performance and to achieving success on anything of value.
  3. Persist. It usually takes careful balance to know when to quit or when to change course lightly, to go around, rather than wasting time and energy trying to go through an obstacle.
  4. Perspire. It has been said that someone once asked Thomas Edison if he had become discouraged when he had allegedly tried 10,000 unsuccessful ways to make a battery work. He responded just the opposite with the comeback that he knew 10,000 ways NOT to make one work. He also said that genius was 10% inspiration and 90% perspiration. FYI- Edison was awarded 1368 separate and distinct patents during his lifetime
  5. Passion. If you don’t look forward to going to work in the morning, you’ve probably lost (or perhaps never had) passion. Try some diversion to rejuvenate yourself. They can be anything from whistling to singing, from an afternoon movie by yourself to a refresher course in the subject of your choice. Change your routine, so that work can again become exciting and challenging
  6. Payoff. This is the reward, You set the prize and work your way through the first four steps to reach the passion. Passion does not mean being a workaholic, rather energetically enjoying your career and making others take notice.

“Six essential qualities that are the key to success: Sincerity, personal integrity, humility, courtesy, wisdom, charity.” William Menninger

What is the state of your PASSION today?
Keys to Success Hospitality Tip of the Week:
Consider & introduce incentives for staff in different departments.
Examples can range from a free lunch to a 3 day weekend trip. Be creative!

 

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: 

Insights to reduce the cynic in us all

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 2,000 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 ongoing 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.

Recommended Reading from HospitalityEducators.com| Winning Every Day

Product Details

A Motivating Message of Sincerity and Inspiration,Winning Every Day
I had the opportunity to hear Lou Holtz as a keynote speaker a number of years ago,and I must say I was impressed by his message!   His message was not about sports or football, but about the challenges facing each of us in LIFE.
While I knew a bit of his coaching background, I did not know much about the man, his beliefs or his approaches. This book is an illustration of his messages that day – inspiring, down-to-earth, focused and caring. Unlike some other speakers who deliver their same speech regardless of where they are, Holtz personalized his message to the audience and that is what this book does.In 11 chapters, he outlines his style and love of coaching, but he focuses more on his attention to family, the athletes he sincerely cares about and the role of the university or    team environment. He is amusing, but sincere. His stories about attitude, perseverance, standards, pride, the lessons learned in both winning and losing are heartfelt and real.

I looked at other reviews and some of them were a bit critical about Notre Dame details or grammar, but this book is more than a coach talking about wins and championships.

 

It is relevant to hospitality because each of us clearly needs others – all successful hotels are teams.   This is a book about dealing with the challenges of reality in life as well as a sport and I find it excellent.

 

As always, comments are welcome

Dr. John Hogan CHA CHE CHO
HospitalityEducators
HoganHospitality

Success does not come by accident or chance.

Contact us for assistance.

John.Hogan@HospitalityEducators.com or 602-799-5375

HospitalityEducators.com was created to help hospitality businesses address problems via a training and information resource site to help you increase your Hotel’s revenue, market share and profitability.  With more than 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.

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