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)

 

Recommended Reading from HospitalityEducators.com| The Customer Rules: The 39 Essential Rules for Delivering Sensational Service

The Customer Rules: The 39 Essential Rules for Delivering Sensational Service
 
The Customer Rules: The 39 Essential Rules for Delivering Sensational Service
by Lee Cockerell
 
 
 
 

5.0 out of 5 stars Easy-to-follow guidelines,
   
Customer review from the Amazon Vine Program (What’s this?)

The author of this book has been responsible in his career for the customer service at one of the world’s best known service delivery companies -DisneyWorld. He was responsible for 40,000 people in hotels, theme parks, shopping, entertainment and sports centers.

Disney’s often been used as a training center for leadership and guest service and Lee Cockerell’s book on delivering sensational service is right on.

There are 39 chapters or rules in this 179 page book and they are all direct, common sense in approach in logical.

The introduction states simply “be nice”. He says this means being friendly, polite, pleasant, considerate and skilled. He cautions that rules and procedures will not work if you do not have the right people doing the right job. This is more common sense, but we have discovered in so many businesses that common sense is relatively unknown.

Examples of rules include:
Number 1 – customer service is not a department
Number 4 – do not get bored with the basics
Number 12- rehearse, rehearse, rehearse
Number 17- listen up
Number 24- do not make promises, make guarantees
Number 38- keep doing a better

The other 33 are just as direct and understandable, yet they need to be understood.

I have been in the hospitality industry my entire career and I find this a logical, easy-to-follow set of guidelines for anyone providing service to others.

Highly recommended!

Dr. John Hogan CHA CHE CHO
HospitalityEducators
Hogan Hospitality

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 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.

Who’s for lunch? A question from HospitalityEducators.com

I recently watched a short Tom Peters You Tube video on numbers. Yes, numbers.   The numbers were 20 x 12 = 240.  While we all know the math is correct, we need to actively listen to his message.

The 20 represents the probable number of days worked in a month and the 12 for the number of months.  There are give or take numbers with travel, vacations, out of office meetings, national customs, etc,. but his premise was that many of us have a large  number of days when we are in our home base and need to have the mid-day meal somewhere.

In hotels and many hospitality businesses, lunch can be a rushed meal (and one that is sometimes missed in the real world), yet I feel Peters is right on with the next part of his video.  He continues to explain that this daily period is an exceptional time for executives to cross department lines and learn about each others’ areas, needs, problems, successes, challenges, issues, budgets, etc.

Sounds good, but can it work?

  • I know of a “heart of the hotel” (or back of the house) department that scheduled a monthly team meeting at breakfast and invited another department head to briefly (under 5 minutes) share what their department actually did. The learning was impressive!
  • I once managed a hotel that had rotating Chairs at department head meetings.  The Chair had a set time to identify their top three issues or recent successes. The sharing was real and the next Chair did their part.
  • Several large companies have an  “executive job switch” day when they change positions with hourly staff.  While these are good for public relations and some positive staff feelings (depending on the manager), their once a year timing is not meaningful.  The managers who spend a day a month in someone else’s area  are the ones who  make the difference.

Tom Peters is well known for stirring things up, but this idea of professionals actually having a few minutes in a one-on-one session does not sound too radical to me.  Showing sincere interest in someone that is not part of your division or particular work group is an excellent way to advance everyone’s knowledge.  I imagine that many of the really successful professionals at companies like Disney, GM, Johnson and Johnson and others have done just that, and built strong networks as well.

With all that said, my question to you is “Who’s for lunch?”

Dr. John Hogan Crowne Plaza Chicago, MeetingsQuest Oct 2010

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

John Hogan is a successful hospitality executive, educator, author and consultant and is a frequent keynote speaker and seminar leader at many hospitality industry events.  He is Co-Founder of a consortium (www.HospitalityEducators.com) of successful corporate and academic professionals delivering 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. Individuals wishing to contribute materials may send them Kathleen@HospitalityEducators.com. Special introductory pricing is in effect for a limited time that also includes a complimentary copy of LESSONS FROM THE FIELD- A COMMON SENSE APPROACH TO EFFECTIVE HOTEL SALES.

Dr. John Hogan, CHE CHA CMHS          United States – Phoenix, Phone: 602-799-5375
www.hoganhospitality.com/ Email: info@hoganhospitality.com.