7 Practical Steps on MBWA

                           7 Practical Steps on MBWA:  Hotel Common Sense 
I was looking at some of my earlier articles written for hospitality publications and realized how well this one was received. Interesting to me that while so much in our businesses has changed, so much remains within our control to influence.

An earlier article used one of Tom Peters and Robert Waterman’s fundamentals from their groundbreaking book on changing the ways we do business.  IN SEARCH OF EXCELLENCE introduced a formal name for what the more successful hospitality managers already knew about motivating their staff. The phrase “Management by Walking Around” was based on Hewlett-Packard’s commitment to their staff with interaction – not micromanagement, but ongoing listening and responding to staff ideas.

Hotel Common Sense – Philosophy #2 , Or, why the Open Door policy no longer works… article outlined how today’s workforce wants and needs to be considered as individuals who can contribute to the success of their organization.

Reader feedback showed the growing awareness to that need for additional management and leadership “active listening” and this follow-up message on MBWA offers some concrete ways to notch up that effort of positive involvement.

1. Allow your staff to share complete stories and messages.  Many hospitality companies are trying to improve their customer care programs, yet how often do leaders and managers actually ask an hourly staff member to share a story about either an unhappy or very satisfied guest? Listening to the entire story could provide best practices that might be substantially more effective and less expensive than hiring a consultant.

2. Avoid the tendency to interrupt.   General Managers are results oriented people who are looking for the bottom line.  I know from personal experience the tendency to “hurry” people along is there, but allowing people to share the entire experience will encourage them to be more open.

3. Remember eye contact in conversations.  One of my first mentors taught me a great deal about hospitality, but his habit of looking over my shoulder when we were talking always made me feel I was missing something. Give confidence to people with your eyes.

4. Collect and communicate these stories of success (and failures). Sharing these stories (appropriately) at meetings of all staff, at training sessions, in newsletters and more provides an incentive to people to want to contribute because they have learned that you really do care. I have seen some outstanding examples of “you tube” like testimonials from a number of hospitality companies of all sizes.

5. Remember this is not a game of “one-up.”  As General Managers, we have likely been in the business longer or heard more stories and it is important to recognize that we should not try to offer one “better” story than the one we are hearing. Remember, MBWA is about “active listening.”

6. Credit the source.  When we add a new resource, form or best practice to our hospitality membership site, we obtain permission first and then always make certain we credit them fully. Each of us has unique approaches, messages and talents and sharing the credit with our associates and guests is essential to moving forward.

7. Build trust by honestly listening.  Some (correction, many) of the best suggestions I have ever heard as a manager or executive came from the people who are performing the job. I learned more about laundry sorting, washing pots and up-selling from people who were proud to be successful at what they were doing. Some of those suggestions needed clarification and some were not told as quickly as I might have preferred, but building teams means using all the team members’ strengths.

HOTEL COMMON SENSE was a phrase I learned from a great independent Vermont hotelier a generation ago,

Keys to Success Hospitality  Tip of the Week:

Focus on MBWA 

A challenge to every manager who is responsible for 5 or more people: measure your in and out of the office time and at the end of the week, see how much time you spent ACTIVELY INTERACTING with your team.

The goal is 70% of your time out of the office – how did you do?

What will you do next week?

As always, feedback is appreciated.

John J Hogan, CHA CMHS CHE CHO

John@Hoganhospitality.com    Office 480-436-0283   Cell 602-799-5375

Hotelier, Speaker, Educator, Author, Expert Witness

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Recommended Reading from HospitalityEducators.com | Way of the Peaceful Warrior: A Book That Changes Lives

Insightful – this makes one think

Way of the Peaceful Warrior: A Book That Changes Lives

This is not a new book, and there are literally 100s of reviews so there is not a need to try to be all revealing in an assessment of the plot or flow of the book.

This book is exceptional for us when we find ourselves in a place when we need to renew our focus and direction. For example, p 104 has a dialogue about overhauling ourselves. It identifies that we are a “tangled mass of twisted circuits and outmoded programs…..” In these days of information overload (and much of it of questionable value) , that assessment has merit – IF we stop to think about where we are in life individually.

The movie (which included one of Nick Nolte’s best performances ever) was good, but the details in the book are much deeper and allow the reader to pay attention to the feelings and discussions in our own head.

Page 166 shares a fable about two monks on a journey. In less than one page, there is a lesson about what causes so many of us unnecessary trouble – A LACK OF FOCUS. The lesson is to keep our attention in the present moment – this does not mean to stop planning ahead, but to focus on the NOW in order to reach our goals.

Well done! Highly recommended

Dr. John Hogan CHA CHE CHO
Hospitality Educators
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 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.

 

He is available as a keynote speaker and seminar leader and has led more than 4,800 programs in his career at many hospitality industry events and classes. He is CEO and Co-Founder of HospitalityEducators.com , which delivers focused and affordable counsel in solving specific challenges facing hospitality today. HospitalityEducators.com   offers 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.

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

Insights from HospitalityEducators.com on Learning, Value and Communication

What we want and need in 2012 in Hospitality : #9-11

It is now May, Month Number 5.

We have blogged the first 8 recommendation of what we need and want earlier in the year, and are pleased to share three additional points for your consideration.

Nine:  A Genuine Commitment to Learning and Professional Development at ALL Levels of the Hospitality Organization. 

This includes opportunities for all associates in the organization who are interested in improving themselves.  This could be language, marketing, certain professional skills, and career development.  If opportunities are only offered to a select few, that organization is likely to be limited.  Look at the example of the staff at any Apple Computer/Technology store and compare that to any competitor you can think of.  Which staff has had the opportunity to learn and develop?  What is happening at your hotel?

 Ten: Boost the value proposition

The peripheral surroundings in the marketplace continue to have a major impact on the hotel and restaurant industries. Being unique (not a cookie cutter) and offering a differentiated product is clearly a major keys for success in these competitive times.

The government issued statistics may try to hint at improvements in performance, productivity and job creation, but the millions of unemployed or underemployed people throughout many developed countries remain staggering.  We must make our business offerings appropriate and relevant with the changing needs and lifestyles of our guests.  We must offer consistently the proper experience at our hotels and restaurants at the prices that our guests can afford to pay and the price they choose to pay.

The online travel agencies are blamed for aggressive discounting, but it is the decision of the individual hotel and restaurant to decide their prices and at what value.  I often write on the danger of our industry becoming a commodity that has no distinction and holds little interest from consumers or others.  Competition will continue to increase in marketing, products and brands.  Some of our clients are business travelers, while others are leisure or social travelers.  Even in good times, many companies will be careful to use hospitality businesses that are fair and pricing inconsistent and experience.

  Eleven: Provide Clearer Communications

We often are frustrated by news bytes of partial information and by politicians’ comments that appear so often to be self-serving.  As business leaders and hoteliers, restaurateurs, and hosts, it is up to us to be clear in our communication to our associates, our suppliers, bankers, our clients and all  we deal with.  This means using the tactics in the first 10 items mentioned above.

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.

Reflections on those who have impacted our careers | Natividad Cruz – Sheraton Boston Hotel

Reflections….on those who have impacted our careers

There is one section of HoganHospitality.com that I have begun to  allow me the opportunity to “reflect” on some of those people who have positively impacted my career.  While these reflections will be of people that I have known, I encourage you to think back on the people who contributed to the person you are today.

“Our business life is not to get ahead of others,
but to get ahead of ourselves…
to break our own records, to outstrip our yesterdays by our today,
to do our work with more force than ever before.”

Stewart B Johnson
____________________________________________________________

_________________________________________________________

3.  Natividad Cruz – Sheraton Boston 

After graduation from the Hotel Administration Program at the University of Massachusetts, I accepted a position as a management trainee at was then a 1,000 rooms at the flagship Sheraton Boston.  My assignments included service as day manager in the Falstaff Room (main dining room), housekeeping supervision, night auditor, a wide range of  front office roles, hotel evening and weekend Manager-On-Duty and pool manager.

There was one additional position that perhaps taught me the most, because it was something I had not been prepared for and because it exposed me to very different experiences and people.

My eight months as Executive Steward was challenging and demanding, in that I found myself responsible for 85+ dishwashers, pot cleaners, set-up staff, and stewards. Department responsibilities included cleaning for a huge banquet kitchen, 3 restaurants, 4 lounges, a stand-alone kosher kitchen, silver polishing center, making coffee for literally thousands daily and more.  This was a new experience for me, and the fact that less than 10% of the staff spoke English made the task that much more daunting.

Many of the stewards came from Puerto Rico and were legal residents, but were struggling to support their families on entry level jobs with limited potential for advancement.  Some of the many lessons I learned came from my relationship with an individual named Natividad Cruz. He  started in an hourly position but stood out immediately as someone who wanted to do and be more.  He was slightly older than I and it helped me that he spoke some English, but what I learned from him was an appreciation for others who were trying to survive in unfamiliar territories.  He and I learned together and from each other certain ways to make cultural diversity real.

Natividad was able to see that there might be potential with commitment and after less than 90 days in the department, I was able to break with some organizational “protocol” and promote him to Assistant Executive Steward.  Three months later, he was recognized by the hotel as its first ever EMPLOYEE OF THE MONTH from that department.

I have never forgotten the lessons I learned from this caring person, who shared his values, his culture and his professional friendship.

————————————————————————-

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 800 pages of tips, guides, best practices, strategies, plans, budgets, videos and resources, HospitalityEducators.com is the number 1 website for independent 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 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 Co-Founder of www.HospitalityEducators.com , which delivers focused and affordable counsel in solving specific challenges facing hospitality today.

Consulting Expertise and Research Interest

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

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.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.

This section is included to allow me the opportunity to “reflect” on some of those people who have positively impacted my career.  While these reflections will be of people that I have known, I encourage you to think back on the people who contributed to the person you are today.

Reflections from HoganHospitality.com| Roy Dunfey, The Voice of Sincerity at Dunfey Hotels

 

Reflections

Our successes come from the impact that others have had on us over the years. HoganHospitality.com has a section dedicated to sharing and  “reflecting” on some of those people who have positively impacted my career.  While these reflections will be of people that I have known, I encourage you to think back on the people who contributed to the person you are today. ____________________________________________________________
Reflection #4: Roy Dunfey – Dunfey Hotels
I spent the first four years of my career after college with Sheraton Hotels.  I enjoyed the learning experiences at both the 1500 room flagship hotel, the Sheraton Boston and at the older 500+ room Sheraton Houston which was my first assignment away from native New England.   Both of these assignments had positive attributes, but I was an impatient young manager eager to prove myself and quickly!
__________________________________________________

I was recruited from Houston to Atlanta, where I rejoined a senior Sheraton manager at the 400 room Dunfey Royal Coach, which eventually became one of the Omni Hotel organization.  This hotel experience gave me tremendous opportunity to work with a growing brand, to be exposed to an exciting new night club concept called TINGLES and to sharpen my organizational skills on many levels.  I also learned a great deal about making renovation decisions profitable and the critical nature of deadlines.

__________________________________________________
The company had a strong commitment to staff and the larger hotels all had active HR departments, progressive policies and ongoing learning for staff.    What always struck me about the Dunfey Hotel brand and company was the sincere commitment to people at all levels, including line level staff and Roy Dunfey became the embodiment of that commitment.   
  __________________________________________________

Roy had a successful career in another industry and joined with his brothers at retirement.   He became an added dimension in HR and the brand ownership, as he would travel from New Hampshire to Georgia, Texas, California, Illinois and all the extended locations several times per year and hold open forums with all staff.  This was before technology made mass communication perhaps easier, but these times also showed who really cared about their staff.
__________________________________________________

It impressed me that Roy learned the names and some personal information about so many people.  He became the family face who knew the staff.  He would recall a graduating  student or an illness of a staff member from last year’s visit.  I don’t know how he gathered his sources, but the staffs at those dozens of hotels he visited twice a year knew someone important at the management group felt they were important as individuals.

Roy was not a hotelier, but he represented himself and the Dunfey Family in ways that reached far beyond whatever his title may have been.   It is those kinds of people that leave a lasting impact.
__________________________________________________

What do you do at your hospitality business to make a difference?

Success does not come by accident or chance.

Contact us for assistance.

John.Hogan@HospitalityEducators.comor 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 800 pages of tips, guides, best practices, strategies, plans, budgets, videos and resources, HospitalityEducators.com is the number 1 website for independent hotel owners and managers.  This site can help you solve your problems now!      Read More 

Special Anniversary Pricing For a Limited Time
Code RFS35

Use The Reader Feedback Special to qualify for an annual cost of less than 35 cents (US) per day to regular membership

KEYS TO SUCCESS  is the umbrella title for my 2011 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 Co-Founder of www.HospitalityEducators.com, which delivers focused and affordable counsel in solving specific challenges facing hospitality today.Consulting Expertise and Research Interest

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

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.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.

The Need for Clearly Defined and Understood Mission, Values and Principles| Part 1 – Consulting Insights from www.HospitalityEducators.com

The Need for Clearly Defined and Understood Mission, Values and Principles|

Consulting Insights from www.HospitalityEducators.com

The most recent global recession set another wave of ownership changes, lender foreclosures, brand mergers (or disappearances) and the final outcome will not likely settle until mid-2012 when global economies are predicted to be more stable.

In my career as a hotelier and hospitality educator. I have had the opportunity to see many different kinds of business models. As a consultant and workshop leader, I have interacted with literally hundreds (if not thousands) of organizations ranging from Bed & Breakfasts to Conference Centers to huge Convention Centers and hotels, as well as many Convention & Visitors’ Bureaus and regional and national hospitality associations. While almost all have the best intentions, I have come to realize the ones that have the best ongoing track record are the ones who regularly look at themselves on who they, who they serve, why they exist and how they will evolve going forward.

_________________________________________________________________________________________

I have also learned that we sometimes can better view the benefits of using consultants or external resources when we observe their interactions and impact on businesses other than their own.

With that in mind, let me share an example. My daughter and her family enjoy the natural surroundings and ongoing improvements in the Cincinnati Nature Center. When I recently visited them, I noted that the Center’s Newsletter had a very succinct one page recap of their Mission, their values and their Principles.

The Center, founded in the mid 1960s, is considered a “top 10 nature center” in the US, with more than a dozen miles of trails and 1600 acres, serving thousands of members and school children every year. Their mission is to inspire passion for nature and promote environmentally responsible choices through experience, education, and stewardship to ensure a sustainable future.

The Cincinnati Nature Center challenged its Board of Trustees Education Committee to clarify its strategic direction in fall 2009. The new approach placed strong emphasis on the nature center community and on an ethic of mentorship and social influence among three key audiences: CNC adult members, children and school teachers/community mentors.

Online research showed that creating another three-year strategic plan was not enough to move ahead as they were inspired to do. This research showed the Board that they still lacked the clarity of exactly who they serve and where they could be best. The online narratives relate that the Nature Center initially worked on the plan themselves and discovered that the input of qualified outside resources would greatly assist their efforts to both focus on the future while serving people today..

My research stated the outside resource selected began leveraging the good work already completed by the internal group and the ongoing collaborations allowed the Nature Center to drill down into what really mattered to their mission. Together they refined their Strategy Map identifying key goals and priorities, which led to a Balanced Scorecard to keep the team focused on the right activities. The team was then able to focus on what was really important, and align people to take action to intentionally further the organization’s mission. The web site for the outside resource said the work they and the Nature Center did together didn’t fundamentally change the mission of the organization, but that it did transform how effective they are in delivering that mission. The new focus is a constant reminder to the team of their goal to engage members.

I will share the specifics of their Mission, Values and Principles in my next blog, but you can immediately access some of the information mentioned above in their web site. http://www.cincynature.org/

The bottom line message to you is this:

Are you prepared to become a “Top Ten” Player in Your Hospitality Marketplace or are you going to continue to be one of the “other” statistics?

_________________________________________________________________________________________

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 http://www.HospitalityEducators.com, which delivers focused and affordable counsel in solving specific challenges facing hospitality today.

Consulting Expertise and Research Interest

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

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.

http://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.

http://www.HoganHospitality.com

Your Hospitality Resource for the Hotel Owner, Innkeeper, Manager and Hospitality Industry Associations

CONTACT

John Hogan, CHE CHA CMHS

United States – Phoenix, Phone: 602-799-5375

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

What’s the Problem™? Solving them with solutions from HospitalityEducators.com

What’s the Problem™?

Too small a budget to find new hotel and hospitality marketing approaches or are there options?

We have all seen good ideas at various businesses we interact with, yet we seldom think about ways we might make them work at our hospitality businesses.

Action Steps

  1. Look at this short video and ask your team at the next meeting to identify three ideas from companies they interact with.
  2. Create a mini contest among the team and introduce at least two ideas this month from the best of their suggestions.
  3. In less than six months, you could have as many as a dozen new approaches in operations, marketing, purchasing or training that could cost little more than time.

WHAT’S THE PROBLEM™?   is a new section at www.HospitalityEducators.com addressing specific problems that launched in late March 2011.    This feature will share specific problems submitted by members and readers or identified from HospitalityEducators.com associates’ consulting.

The problem will be stated in industry terms and there will be at least one potential solution discussed.

WHAT’S THE PROBLEM™?  will be open to visitors and members.

More detailed options and responses will be in the MEMBERS ONLY section titled                 “The Solution Is™”

Sign Me Up!

These areas will include input from a wide range of hospitality professionals from all portions of the industry.  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.

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 to  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.

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 the Hotel Owner, Innkeeper, Manager and Hospitality Industry Associations

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

CONTACT

Dr. John Hogan, CHE CHA CMHS     United States – Phoenix, Phone: 602-799-5375

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