Reflections….on those who have impacted our lives | Brother Robert Michaud, formerly of Prevost High School, Fall River, Mass

Reflections….

People who made a difference in our lives and 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

This is a reflection on a high school teacher who influenced me in ways I could not anticipate at the time.

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5. Brother Robert Michaud,

formerly of Prevost High School,  Fall River, Mass

We all are influenced by teachers at some point in our life.  Brother Robert was on the faculty of an all male Christian high school in southeastern Massachusetts when I attended.  My recollections was that this man, while always cordial, was not particularly outgoing and did not interact with many students outside of the classroom. An important fact for me is that I do know that I find his influence remains with me to this day.  As an English instructor, he insisted on sharing writing styles, challenging ideas, thought processing and exposure to many authors, poets and writers of many nationalities and generations.   I still recall the frustration of a high school junior rewriting an essay or term paper because this instructor insisted that I was capable of better and more.  While the frustrations were real,  the resulting better work was also real.

There were other faculty members who influenced and/or inspired me over the years, particularly at the university level, but this one professional who demanded clarity, focus and substance in writing left an indelible sense of appreciation to me in my work as an educator, author, speaker, and hotelier.

I hope and believe that I said “thank you” formally to Brother Robert after I left high school, and I do know that he was an informal mentor to many of my classmates in the areas of writing and communication.  The high school merged years ago with another following a devastating fire that was a total loss and Brother Robert has long since retired.  I will always appreciate his insistence on quality and his tenacity to drive each of us to just a bit more than we thought we were capable of.

Earlier Reflections

4. Roy Dunfey – Dunfey Hotels
3.  Natividad Cruz – Sheraton Boston 
2.   Louise Avery – Ahead of Her Time – Avery Vermont Inns 
1. “Al Wrisley, PhD, Professor in Hotel, Restaurant and Travel Administration at the University of Massachusetts,

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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 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 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.

 

“Questions I Wish You Would Ask Me™” – Don Farrell of Memphis, Tennessee, “Chief Cultivator at Fresh Revenues”

“Questions I Wish You Would Ask Me™” , a regular feature at HospitalityEducators.com, 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. We ask participants to answer at least five of the listed nine questions.  Their responses will interest, sometimes amuse and definitely inspire you to consider how YOU might answer.

These questions were answered by Don Farrell of Memphis, Tennessee who calls himself the “Chief Cultivator at Fresh Revenues”         

Don Farrell

Don began his working career as a pot scrubber for Marriott Hotels and worked his way up through the operational ranks, settling on a career in the sales and marketing arena. He worked in major sales and marketing opportunities for Holiday Inns Inc and several leading hospitality management companies. He started Signature, Inc, in 1986 and was able to help lead that company into the largest and best sales and service training company in the world with 265 employees and licensees training in 45 countries. He sold Signature in 2007 to start Fresh Revenues.  In 2009, his first book Ethical Theft was published.

On a personal note, I have known Don Farrell for more than 15 years and found each of his professional efforts have been well thought out and innovative. He is highly energetic, creative and understands how to establish and maintain quality, which was evidenced by the long standing success of Signature.  John.Hogan@HospitalityEducators.com

 1. Name your favorite hotel and why it is special to you

The Windsor Court in New Orleans because it has beauty, benefits and hospitality you don’t see often enough.  I also like the SoHo Grand in NYC because of its urban cool feeling.    

  1. Name your favorite restaurant and why it is special to you: 

Advertised as the oldest restaurant in America, the Union Oyster House in downtown Boston. Come dressed as you are, watch the bar back shuck dozens of raw oysters and then throw the shells into a hole in the floor….as you hear someone below shoveling them up to be hauled away later to be made into driveway material.  Then, sit down and fill your face with fresh seafood parts and pieces from a big trough called a seafood boulliabase (sp?) drinking an ice cold beer. What’s not to love about this?  You can almost feel the presence of the Colonials.    

3. Where do you vacation the most often?

 I don’t…..I work.

4. What is your favorite charity or cause?  

The homeless

5. Name your pet service peeve, why and any ideas you may have to address it

I have lot’s….but let’s just start with when the experience usually starts for most guests:  the point when the guest calls up looking to make a reservation. The solution is to train and then reinforce your front line folks to deliver the experience guests are starving for.   

6. Who was the most important mentor in your life and why?: 

  • I am one of few who never had the ultimate role model/mentor.
  •  I came from the other side of the tracks where even in 4 star hotels I worked at I could see things being done wrong….and know they were wrong and vow to never do what they did in that respect. 
  •  Take all of these “errors of our ways” and put them in a big pile and you can learn a lot about what not to do. 
  •  I had role models who showed me firsthand how doing something wrong makes you pay.    

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

I have done many, but Bed and Breakfast meetings I have been to have been most impressive.  They have incredible passion….you are living with them so it comes naturally to them. 

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

  •   I hope you focused on revenue generation, how to develop a service and sales culture and sustainability of our resources. 
  • To me, to focus on these items in your studies and in practice will give you a leg up on getting a challenging and rewarding career. 
  • The hospitality world is sensational….there are so many different avenues you can pursue that are loads of fun….but be ready to pay your dues in getting there.   


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

I wish there would be more questions relative to developing a business’ greatest asset and it is their desired culture.

 Contact information:

Don Farrell          901-853-4885               http://www.linkedin.com/in/donfarrell

Email: don@freshrevenues.com

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 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 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 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, Phone: 602-799-5375
www.hoganhospitality.com/ Email: info@hoganhospitality.com.

“Questions I Wish You Would Ask Me™” | Professor Jennifer Calhoun, MBA CHE | Director, Prince George’s Community College’s Hospitality and Tourism Institute

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. We ask participants to answer at least five of the listed nine questions.  Their responses will interest, sometimes amuse and definitely inspire you to consider how YOU might answer.

In this article, we contacted Jennifer Calhoun, MBA CHE a Founding Associate of HospitalityEducators.com, and  former Director of Seminar Programs leader at the Educational Institute of the American Hotel and Lodging Association.

Professor Jennifer Calhoun, MBA CHE | Prince George’s Community College’s Hospitality and Tourism Institute

Professor Calhoun was honored for her work as director of the Prince George’s Community College’s Hospitality and Tourism Institute.  She received the 2010 American Hotel & Lodging Educational Institute’s Lamp of Knowledge Award for Outstanding US Educator at the American Hotel & Lodging Educational Institute’s Summer Summit in June 2010.      

She is responsible for leadership, program planning, marketing, recruiting, and determining the Institute’s goals and curriculum development priorities.  She is the primary liaison between businesses, government agencies, and professional associations.

3. Where do you vacation the most often?

  •  We love Bermuda with it British charm and great beaches

5. Name your pet service peeve, why and any ideas you may have to address it

  • Indifference by service providers; I pay a personal compliment to them and their attitude usually will change. 

6. Who was the most important mentor in your life and why?

  •  My mom, her faith in God that made the impossible, possible.  

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

  • Develop a plan of action for employment that includes research about the organization(s) where you would like to work

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

  • How would you define success for yourself?

Professor Calhoun’s full bio is available at Founding Associates at HospitalityEducators.com

Contact information:Ph: 301-386-7596        www.jjcalhoun.comcalmor@aol


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 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.

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

Recommended Reading: Peak Performers

Peak Performers by Charles Garfield


Comment: “One of the best researched and presented books on “Personal Power”

In this day of information overload, a book that logically and clearly demonstrates both interesting and believable material is very welcome. Garfield tackles searching for peak performance, measuring results in real world scenarios, understanding self management and team development, change management and the ongoing challenges in keeping performance fresh and real.

As always, comments are welcome

Hospitality Key to Success: Hotel Common Sense Philosophy #13

  • Manage Systems
  • Lead People
  • Coach Your Team
  • Be a Real Mentor

John Hogan CHA CHE CMHS PhD
HospitalityEducators
HoganHospitality