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

Advertisements

“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

2011 Hospitality Keys to Success

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

  1. From the Chalkboard to the Front Line – Turning Knowledge into Profits
  2. Step by Step Operational Solutions – Making the Correct Decisions
  3. 45 Proven Ways to Succeed in Any Economy
  4. Embracing THE Service Code
  5. We Can Do That! – The Customer Service Attitude
  6. 10 Hotel Sales Action Steps to Succeed – Any time, Anywhere
  7. Hospitality Conversations on …. (a range of topics)
  8. 10 Hotel Mistakes to Avoid in Selling
  9. What’s the Problem? Questions that Beg Asking
  10. How to Stop Your Profit Drain
  11. Seven Options for 2011 Hotel Marketing
  12. Getting the Most out of Your Franchise Investment
  13. Three Attributes of Top Hotel Managers
  14. Where’s Your Desk?
  15. Fifteen Timeless Philosophies in Hospitality
  16. Thirteen Strategies to Make Your Hotel More Profitable Now

Reasons to include John Hogan in your next program:
1. Real world experiences with examples of real world
solutions
2. Highly rated, interactive sessions that leave the
audience looking for more
3. Affordable, up to date and focused programs that
address current issues

HOSPITALITY KEYNOTE & WORKSHOP OFFERINGS
John J. Hogan CHE CHA CMHS PhD
Keynote Speaker, Educator, Hotelier, Columnist, Entrepreneur
Choose Your Strategy

• Co-founder of hospitalityeducators.com
• Principal of hoganhospitality.com
• Co-author -Lessons from the Field: A Common Sense Approach to Effective Hotel Sales

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

Get Motivated!

This past week, I was in Manhattan attending the semi-annual meeting for the Certification Commission of AH&LA’s Educational Institute. It was encouraging to learn that the number of people earning certifications on many levels are again increasing and there are a number of new programs to be launched in 2011.

One of the other events we attended was the Niagara University Hospitality program “meet and greet” held annually at the Waldorf Astoria. Hilton is one of the major hospitality companies that hires graduates each year from Niagara and this event allows one-on-one interaction between industry leaders and some of the students who are about to graduate.

This was probably the 5th time Kathleen Hogan (Publisher of HOSPITALITYEDUCATORS.com and I have attended and we were again impressed by the rising generation of hospitality professionals. The interest levels of the students embraces all parts of the industry and a number of them have clear goals in mind for the future. If you are looking for new talent – consider these graduates. Kathleen interviewed several and will be including their perspectives on the changing industry in an upcoming HOSPITALITY CONVERSATIONS column on students’ experiences on internships.

On a related item about learning, earlier this year, I had the opportunity to attend a GET MOTIVATED program held in our city. The organization, celebrating their 25th anniversary, featured a number of well-known people, including Zig Ziglar, Steve Forbes, Laura Bush, Kurt Warner and others.

The stated goal of these programs is to provide ideas and perhaps some inspiration for attendees to increase their productivity, their income and their overall levels of satisfaction.

While I enjoyed a number of the messages, one that particularly influenced me was the one by former New York Mayor, Rudy Giuliani. His talk was not what he felt were his accomplishments in life, but what he felt he had learned. He did not talk about his potential political plans or projections on upcoming elections, but instead shared a number of things he felt were essential to effective leadership.

1. Read more, so that one can learn about things new to you.
2. Listen more, rather than talk. The results can be amazing.
3. Debate when necessary – it is important to be challenged and for you to be able to defend your strategy and approaches to problems.
4. Write more, so your communication skills continue to evolve.
5. Finally, he shared what was the mantra and strategy for IBM for many years – to THINK. Do not accept the status quo if it can be improved, but learning about the status quo means assessing it and thinking about options.

Several weeks ago, I included in one of my columns in this publication a short book review of Holiday Inns’ founder Kemmons Wilson. I received some positive feedback from a number of readers who appreciated my comments on HALF LUCK, HALF BRAINS and for including Wilson’s 20 Tips for Success.

Blending the reader feedback with my recollection of Giuliani’s comments created the focus of this short article. I personally do read a great deal and wanted to share with readers an easy to follow theme with a book with a title that is right on the money.

In Their Time: The Greatest Business Leaders of the Twentieth Century
By Anthony J. Mayo, Nitin Nohria

I expected that a book on business leadership published by the Harvard Business School would be solid reading and I was anticipating the traditional 10 Best with honorable mentions. I was very pleased to find MUCH more – 10 chapters reflecting the 10 decades with excellent insights to the world at large and how people thought at the time and looking ahead.

This book describes 100 people in many different roles, industries and with varying perspectives. I have found that there is always so much more to reflect on and this book provides some excellent ideas that can be considered and modeled. While most of the people and ideas are not directly in hospitality, they are mostly about meeting needs and satisfying people, which is the foundation of delivering hospitality well

As always, comments are appreciated and welcome. Reader feedback is important to every columnist and publication. If I receive more positive comments on this type of message, I will include some in my columns and blog. https://hoganhospitality.wordpress.com/

Keys to Success Hospitality Tip of the Week:
Hotel Common Sense Philosophy #10
“Study other winners, but not just those in your field.”
Dr. John Hogan CHE CHA CMHS

Part of the Fifteen Timeless Philosophies in Hospitality
A 2011 Keynote Address and Workshop

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.

http://www.HoganHospitality.com
Your Hospitality Resource for the Hotel Owner, Innkeeper, Manager and Hospitality Industry Associations

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