Lessons in Leadership

Lessons in Leadership – By  John J.  Hogan CHA CHMS CHE  CHO

This title is not specifically referring to one company, one brand or one country in the title.

For the past five to seven years, even in a tight economy,  leading developers have been targeting previously under-served countries and the pace has hastened this past 24-36 months. (See this link for specifics)

For this lessons in leadership, I looked to the East for a different perspective and different industry.  While hospitality is not the same as manufacturing, there are parallels in certain people skills.

A former senior managing director of Toyota Motor Corporation and renowned leader of their famous manufacturing system, Masao Nemoto is known throughout the world as a leader in quality control and process optimization. In a sense, he is one of the principal architects of the “Toyota Way.”    His ideas on leadership and quality management are documented, and reveal the profound knowledge Nemoto infused into the day-to-day operations at Toyota, much the same as certain hoteliers such as Statler, Hilton, Wilson,  Johnson, Marriott, Oberoi, Sharp, Carlson, Kerzner, Forte, Ritz and others did in hotels.

Nemoto insisted on a culture of shared responsibility and he believed that critical tasks could not be left to a single business unit, but rather should be a collective responsibility. Nemoto’s point of view says that leaders must lead across the company, not just their own particular area

His beliefs went from the senior leaders all the down to the individual worker on the assembly line, where everyone speaks, insisted Nemoto, not just management. A direct result of this view is the work principle: problems must be solved at the lowest possible level. All employees take responsibility for problem solving, instead of pushing the problems or issues up the line where it likely gets choked in bureaucracy.

In my career, I have worked with and in all sizes of organizations.   I have sat in countless meetings that seem to be stalled with some regularity and have found myself wondering the same things you might be thinking today:  “Are we competing against each other or against the competition?”

Nemoto’s 10 leadership principles:

  1. Improvement after improvement. Managers should look continually for ways to improve the work of their employees. Advance is a gradual, incremental process. They should create all atmosphere conducive to improvements by others.
  2. Coordinate between divisions.Managers of individual divisions, departments, or subsidiaries must share responsibility.  A corollary of this is that upper management should not assign important tasks to only one division.
  3. Everyone speaks.This rule guides supervisors of quality circles at Toyota, ensuring participation and learning by all members. It has also been generalized to all meetings and the annual planning process. By hearing everyone’s view, upper management can create realistic plans that have the support of those who must implement them–an essential element in quality programs.
  4. Do not scold.This was an alien concept to most managers. At Toyota the policy is for superiors to avoid giving criticism and threatening punitive measures when mistakes are made. This is the only way to ensure that mistakes will be reported immediately and fully so that the root causes (in policies and processes) can be identified and amended. Assigning blame to the reporter clearly discourages reporting of mistakes and makes it harder to find the underlying cause of a mistake, but it is difficult to train managers to take this approach.
  5. Make sure others understand your work.An emphasis on teaching and presentation skills is important because of the need for collaboration. At Toyota, managers are expected to develop their presentation skills and to teach associates about their work so that collaborations will be fuller and more effective.
  6. Send the best employees out for rotation. Toyota has a rotation policy to
    train employees. There is a strong tendency for managers to keep their best employees from rotation, but the company benefits most in the long run by training its best employees.
  7. A command without a deadline is not a command. This rule is used to
    ensure that managers always give a deadline or schedule for work. Employees are instructed to ignore requests that are not accompanied by a deadline. The rationale is that without a deadline, tasks are far less likely to be completed.
  8. Rehearsal is an ideal occasion for training.Managers and supervisors give numerous presentations and reports. In a QC program there are frequent progress reports. Nemoto encouraged managers to focus on the rehearsal of reports and presentations, and to require that they be rehearsed. Rehearsal time is used to teach presentation skills and to explore problems or lack of understanding of the topic. Because it is informal, rehearsal time is better for learning.
  9. Inspection is a failure unless top management takes action.The idea
    behind this is that management must prescribe specific remedies whenever a problem is observed or reported. Delegating this task (with comments like “shape up” or “do your best to solve this problem”) is ineffective. So is failing to take any action once a problem is defined.
  10. Ask subordinates, “What can I do for you?”At Toyota this is called “creating an opportunity to be heard at the top.” In the first year of a quality-control program, managers hold meetings in which employees brief them about progress. Three rules guide these informal meetings:
  • Do not postpone the meetings or subordinates will think their project is not taken seriously.
  • Listen to the process, not just the results, since QCs focus in on the process.
  • Ask the presenters whether you can do anything for them. If they ask for help, be sure to act on the request.

If top management is perceived as willing to help with problems, employees are more optimistic about tackling the problems and will take management’s goals more seriously.

KEYS TO SUCCESS is the umbrella title for our programs, hospitality services and columns. This year’s writings focus o- 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™ and Principles for Success

Hospitality Tip of the Week™

Focus on Continuous Improvement”

“Improvement after improvement, that has been my guiding principle in my more than three decades of service with Toyota Motors and its affiliates.”                    
Masao Nemoto, Former Managing Director, Toyota Motor Corporation

HE logoSuccess 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.

AAEAAQAAAAAAAAL2AAAAJDA0N2IzNDgzLTZkMWEtNGIwZC1hNGZlLWY5ZDgwZDAyNjdhMw  AAEAAQAAAAAAAAInAAAAJDMwNmJlN2UxLTQyYzktNDdjNC05MmRkLTc0ZjQ1ODU0NDRmZA 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

 Click    here   for Keynotes and Workshops Available 

Re2pect – to receive it, one has to give it

 

Aretha Franklin has sung about it for the past 50 years.  aretha

The United States military has evolved from the pain experienced by the soldiers returning from Vietnam to today’s infantry and front line soldiers that  are shown civility and honor in a changing world.

 

      

 

 

 

 




Photo credit Welcome Home a Hero program by Harriet Baskas

 

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!

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,


 
Dr. John Hogan CHA CHE Oct 2010 ChicagoJohn 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

Expert professional services for hotel owners.

REFLECTIONS : Flo Cunningham – unexpected lessons learned

Flo Cunningham – unexpected lessons learned

 Flo was a contradiction of the times.

In the mid 1970s, the glass ceiling was very real in much of the hotel business.  At the flagship 1500 room Sheraton Boston hotel, there were no women department heads, sales managers or executives at the time I was a management trainee.  The few supervisory roles filled by women are often in housekeeping or the coffee shop .  This was not considered unusual at the time.

Flo was transferred into the hotel from world headquarters, also in Boston.  A take charge personality, she was strong willed and handled both public relations and special projects.  By watching her from afar, I learned of how interaction was addressed both from and within a corporate home office of a large company.   The support was sometimes appreciated, and sometimes appeared to be meddling.   Flo was focused on achieving results and fitting in with others as appropriate, and I even recall she joined other executives in smoking the occasional cigar.

I was reassigned from Boston to Houston in 1976, and I had  no further interaction with Flo.  I do recall visiting the Sheraton Boston in the last five years and women executives and managers have taken their rightful place in positions of responsibility.

Flo’s example and persistence gave me insights as a trainee not to make first judgments on others too quickly and this lesson has remained with me my entire career.

 

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 – From Hotels to HTMLs

 

From Hotels to HTMLs: A Complete Guide to Internet Marketing for the Lodging Industry by Anil Aggarwal, Benu Aggarwal
” 5.0 out of 5 stars On Target!,

This one-of-a-kind book offers practical, proven information for hotel professionals on all aspects of Internet marketing, which hoteliers can use to improve their revenue and online presence.

All the strategies illustrated – from traditional search engine marketing to mobile, social media, e-mail, and website optimization – have been successfully deployed to create good return on investment for client hotels of Milestone Internet Marketing.

The book provides practical tips in easy-to-understand language, and offers nearly a dozen handy checklists to monitor a property’s Internet marketing progress.

I have watched the author’s progress in helping hoteliers the past ten years and I extend her our compliments.

Dr. John Hogan CHA CHE CMHS
HospitalityEducators
Hogan Hospitality

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 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 our 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,


 Dr. John Hogan CHA CHE Boston Dec  2010

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 HospitalityEducators.com , which has more than 2000 resource pages and has become the #1 independent website for hotel owners and managers. He is also the Principal of HoganHospitality.com, which offers hotel expert witness services and hospitality consulting.

Contact us for assistance – John.Hogan@HospitalityEducators.com 602-799-5375 HoganHospitality.com : john@hoganhospitality.com

KEYS TO SUCCESS is the umbrella title for our 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.

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.

HospitalityEducators.com discussesThe Changing Landscape in Global Hospitality Education and Training with Dr. Marc Clark, CHA CHO CHE

 HOSPITALITY CONVERSATIONS

with Dr. Marc Clark, CHA CHO CHE  By Dr. John Hogan CHE CHA MHS

 The Changing Landscape in Global Hospitality Education and Training

The economic forecasts remain mixed, but the overall message shared in many publications, news stories and online services implies a more optimistic outlook in hospitality and the hotel industry in the foreseeable future. This positive upswing will mean the need for both additional staff and increased training in evolving markets.

In this series of “HOW TO” columns titled HOSPITALITY CONVERSATIONS, I chose a topic that is of universal interest to all hotel managers, human resource professionals and associates themselves :

How To Provide Training and Professional Development that positively hits the target of engaging staff in meaningful programs while providing measurable results.

For this topic, I contacted a well-known professional in the industry, Dr. Marc Clark, CHA CHO CHE of Kentucky. Clark is a hospitality veteran of more than three decades, with a strong reputation as a corporate educator. In his career, he has conducted over 3,400 domestic and international seminars in such locations as Mexico, Canada, Panama, Thailand, Taiwan, India, Switzerland, Spain, Africa, Puerto Rico and the Caribbean.

We are all aware of the dramatic changes in both our customers and staff, as the global shift in travel and employment opportunities continues to evolve. With that in mind, I asked the following questions about adult learners:

QUESTION 1: What different teaching styles and practices might you use today when you are lecturing in India compared with Switzerland ?

  •  My teaching/educating style and practices today are similar, whether I am presenting to a group of hospitality students in Anand-Gujarat, India or an assembly of university faculty members in Leysin, Switzerland. Success with these groups evolves from the adult learning conditions that are set into practice to aid in the learning process.
  •  I support open discussion.
  •  I believe that participants in any educational gathering should be allowed to intellectually challenge, discuss and question ideas, methods, and issues that have been brought forward. Such dialogue takes learning beyond the basic level of retention of information and brings participants into higher levels of thought. It is statistically proven that the greater an individual’s involvement is during the learning process, the better their understanding, retention and transfer of information occurs.
  • Understanding how people learn is also critical to the learning process.

People learn in different ways. There are visual learners who learn by seeing, auditory learners who learn by hearing and tactile-kinesthetic learners who learn by doing.

Taking time to research facts about a group that I will be spending time with aids me in selecting the proper method or methods and support media that will be used in presenting content.

I do believe that the learning experience should be up-beat, informative, engaging, relevant and connected to real issues. There must be practical issues in which the learning can be applied.

Teaching and learning is a two way street, that when traveled should be fun no matter what direction you are moving.

QUESTION 2: You have been the team leader for training programs at such diverse organizations as Ponderosa Steakhouses and Opryland Hotel. How are adult learners different from the students of 20 years ago?

  1.  First is the realization that the world has radically changed. Technology has seen to that, as has the social scene. Attitudinal differences between generations are somewhat startling. It is no longer possible to think workers have the same approach to living, working or learning as those who came before them.
  2. The adult learner today is becoming more tech-savvy simply because it has become a survival technique. Individuals are in some way, shape or form connected 24/7 via a mobile device or a PC. Social media tools such as wikis, blogs, and social networks provide immeasurable opportunities to connect and expand their horizons.
  3. I believe that today’s learners differ from the traditional learner of two decades ago in the following ways:

• They are inundated by massive amounts of information coming in from many sources.

• They parallel process and are skilled multi-taskers.

• Attention spans are shorter so learners prefer bite-size chunks of content to deal with and process.

• They seek relevant information that can be applied immediately (prefer to learn “just-in-the- nick-of-time)

• Collaborating, sharing and exchanging ideas with others are important. Creates a sense of community.

• Enjoy learning through fun (games, simulations, interactive activities).

• These form an environment of discovery.

——————————————————————————————–

“The least of learning is done in the classroom.” Thomas Merton,[1] (1915-1968)

[1] 20th century American writer, who was a poet, social activist and student of comparative religion. A monk of the Abbey of Gethsemani in Kentucky, he wrote more than 70 books and scores of essays and reviews. He was was also featured in National Review’s list of the 100 best non-fiction books of the century

_________________________________________________________________________________________________________

Dr. Clark , CHA  CHO  CHE (smartbizzonline.com)  is the author of SMART MANAGEMENT and The Manager’s Toolkit: 61 Building Blocks for Success and he serves as a Senior Advisor for GATE Hospitality University in Katmandu, Nepal. The American Hotel & Lodging Association presented Dr. Clark with its prestigious Lamp of Knowledge Award, identifying him as an outstanding national educator and the Asian American Hotel Owners Association awarded Dr. Clark the Certified Hotel Owners (CHO) designation.

  • He has published over 300 managerial articles on such topics as human resources, organizational development, training & education, soft skills development, sales & marketing, hotel operations, and customer service.
  • He was the first recipient of the National Career Achievement in Human Resources Training Award, and received the Distinguished Public Service Award from the State of Tennessee for contributions to the area of hospitality/service training. He holds the designations of Certified Hotel Administrator (CHA), Certified Human Resources Executive (CHRE) and Certified Hospitality Educator (CHE) from the American Hotel & Lodging Association.
  • Dr. Clark is a Founding Associate of HospitalityEducators.com,  a consortium of successful corporate and academic mentors delivering focused and affordable counsel in solving specific challenges facing the hospitality industry. Services are designed to help individual hoteliers and hospitality businesses improve their market penetration, deliver service excellence and increase their profitability.

__________________________________________________________________________________________________________

 Keys to Success Hospitality Tip of the Week: Focus on Hotel Service

Cross-train at least one person in another department next week. This will communicate your commitment to the development of the individual, who will appreciate the recognition. It will also help at least two departments in staffing and quality delivery. This is essential in these times of tight budgets and high customer expectations.

KEYS TO SUCCESS is the umbrella title for my programs, hospitality services and columns. This year’s writings focus on a wide variety of topics for hotel owners, managers and professionals including both my “HOW TO” articles, and a number of HOSPITALITY CONVERSATIONS.

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.

Autographed copies of LESSONS FROM THE FIELD – a COMMON SENSE APPROACH TO EFFECTIVE HOTEL SALES are available from THE ROOMS CHRONICLE http://www.roomschronicle.com, and other industry sources.

All rights reserved by John Hogan and this column may be included in an upcoming book on hotel management. The opinions expressed in this article are those of the author and do not necessarily reflect the views of this publication

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.

Consulting Expertise and Research Interest

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

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

 

Recommended Reading from HospitalityEducators.com | Less Is More: How Great Companies Use Productivity

 

Less Is More: How Great Companies Use Productivity

by Jason Jennings
Recommended
Comment: “Jason Jennings is one of those people who communicates well both in a speech and on paper. I heard him speak several years ago and his messages were concise and down to earth.

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 almost 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.  In hospitality, this too often has not been the case.
The message is clear, simply stated and unfortunately overlooked by so many organizations.  I read this book about 4 years ago and it is as fresh today – so fresh, that I intend to make it’s message into a future workshop.
Your comments and feedback are always welcome!
John Hogan
HospitalityEducators
HoganHospitality

Common Sense Approaches to Effective Hotel Sales

The Keys to Success are results-driven programs aimed at building competitive
advantage. Most of these programs can be offered as either a keynote address or an
interactive workshop.

  • From the Chalkboard to the Front Line – Turning Knowledge into Profits
  • Step by Step Operational Solutions – Making theCorrect Decisions
  • 45 Proven Ways toSucceed in Any Economy
  •  THE Service Code
  • We Can Do That! – The Customer Service Attitude\
  • 10 Hotel Sales Action Steps to Succeed – Anytime, Anywhere
  • Hospitality Conversations on …. (a range of topics)
  • 10 Hotel Mistakes to Avoid in Selling
  • What’s the Problem?
  • Questions that Beg Asking
  • How to Stop Your Profit Drain
  • Seven Options for 2011 Hotel Marketing
  • Getting the Most out of Your Franchise Investment
  • Three Attributes of Top Hotel Managers
  •  Where’s Your Desk?
  •  Fifteen Timeless Philosophies in Hospitality
  •  Thirteen Strategies toMake Your Hotel More Profitable Now

Info@HoganHospitality.com
Mobile 602- 799-5375
Phoenix, Arizona USA

HOGAN HOSPITALITY KEYNOTE & WORKSHOP OFFERINGS

“Questions I Wish You Would Ask Me™| Abed Mishtawy, a multi-faceted food service professional

“Questions I Wish You Would Ask Me™” includes interviews such as those found in our HOSPITALITY CONVERSATIONS,  and and it also allows industry professional the opportunity to share their perspectives, values and opinions on additional areas and subjects that may not have been part of the planned discussion.  This segment includes a wide range of hospitality professionals from all portions of the industry, with participants answering at least five of the listed nine questions.  Their responses will interest, sometimes amuse and definitely inspire you to consider how YOU might answer.

  This response comes from Abed Mishtawy, a multi-faceted food service professional. Currently in the Tampa, St. Petersburg Florida area, Abed has spent the last tweny plus years in a variety of management and senior partnership roles with several companies, most notably as District Manager at Checkers Drive in Restaurants, as Director of Operations at Ponderosa Steak and Buffet Franchise Company and as Franchise Business Consultant at Ponderosa Steakhouses Metromedia

  • What is your favorite charity or cause?                                                                           The Red Cross, they are always there…
  • Name your pet service peeve, why and any ideas you may have to address it. 

When I ask: “What is good on the menu?” and the server answers “everything”

  •  Who was the most important mentor in your life and why? In the last five years, what has been your memorable

David Evans , Senior VP of Human Resource at Mattress Giant. When facing a tough question, he is my moral compass and gets me to answer my own questions

  • In the last five years, what has been your most memorable meeting or convention experience and why?  

Our convention in Vegas at the Paris. The Agenda was not jam packed, we had a chance to mingle and meet other participants

  • What is the one piece of advice you would offer to a graduating student with a hospitality degree?

Regardless to where you are, Check your EGO at the door. Ego has no place in hospitality

  • What is the one question do you wish someone would ask you in an interview today?

What does the word balance mean to you? And how do you achieve it ?” And, What do you value the most in life and why?

____________________________________

We have asked dozens of people involved in hospitality businesses around the world to answer up to nine questions in this special section of HospitalityEducators.com.  If you would like to participate, please contact   John.Hogan@HospitalityEducators.com 

 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.

Dr. John Hogan, Crowne Plaza Chicago, MeetingsQuest Oct 2010

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 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, Az

Phone: 602-799-5375

www.hoganhospitality.com/ Email: info@hoganhospitality.com.

HospitalityEducators.com: Questions I Wish You Would Ask Me – Justin Lewis, CHA

We continue this series with questions answered by Justin Lewis, CHA Corporate Operations Director at Timberline Hospitalities, LLC , based in Casper, Wyoming. 

Justin Lewis, CHA

Justin is  also a Guest Columnist at HospitalityEducators.com and an Adjunct Faculty – Instructor at Casper College

1. Name your favorite hotel and why it is special to you –
The Occidental Hotel in Buffalo, Wyoming.  I love the west, history and this hotel has it both.  Famous people have stayed there such as Buffalo Bill and Butch Cassidy.   It is fully restored and beautiful.  My second would be the Holiday Inn Laramie, WY.  I am bias because it is a hotel I operate, however it is ranked #8 in customer satisfaction in the Holiday Inn system.  Great hotel, great team, great product.


2. Name your favorite restaurant and why it is special to you –
Cracker Barrel.  I’m southern, need I say more.  Grits and sweet tea.

3. Where do you vacation the most often?
Living in Wyoming, my family and I camp a lot around Yellowstone.  We also frequent Disney World.


4. What is your favorite charity or cause?
My Church/Missions.


5. Name your pet service peeve, why and any ideas you may have to address it
When employees fail to make the guest right.  When an employee or manager feels like they have to win an argument or prove to the guest why they are not correct really upsets me.  We teach often that the guest may not always be right but it is our job to make them right.  The key to address this starts at the interview process.  Hire people who are not out to win arguments.  They make good attorney’s but horrible Hospitality-minded people.

6. Who was the most important mentor in your life and why?
Rob Drawbridge – Senior VP of Operations at Quorum Hotels & Resorts.  He was my direct supervisor when I was a GM in Casper, WY.  He was very clear, intelligent, praised when it was deserved and did not micro manage.  He knew it was your hotel, your team and he trusted you.  He focused on the bottom-line and developing people.  He and I also had a lot in common which made it easy to communicate.

7. In the last five years, what has been your most memorable meeting or convention experience and why?
When I worked for Quorum Hotels and Resorts, we had a GM meeting at the Brown Palace in Denver.  Great speakers, motivators and projects.  Well thought out and well orchestrated.  Outstanding company to work with and for.

8. What is the one piece of advice you would offer to a graduating student with a hospitality degree?

The degree is nice!  But remember when it comes to Hospitality, focus on the qualities that cannot be taught versus the qualities that can be taught.  For example:  Happiness, joy, kindness, smiles, praise, connecting with your team – these can’t be taught.  That is what Hospitality is all about.  We can teach you the rest.

9. What is the one question do you wish someone would ask you in an interview today?

Where do you need to improve?

This series will continue in 2011, with questions answered by  Hospitality Professionals from around the world.  If you are interested in participating, please contact John.Hogan@HospitalityEducators.com