Questions from HospitalityEducators.com| Do you know and practice the 4 Steps Needed to LEAD THE FIELD?

Focus on fundamentals  

Earle Nightingale, in his award winning Lead the Field, identified four fundamentals that are universal for success in any business.  These included

1.      research and development

2.      sales

3.      operations and

4.      finance

Our industry needs to include successful understanding and focus of these fundamentals as markets and products continue to evolve.

A direct question – Do you know and practice the 4 Steps Needed to LEAD THE FIELD? ?

  • How many hotels, spas, clubs, restaurants and other hospitality businesses really pay attention to all of these four fundamentals?
  •  Do you pay attention to more than one of them?
  • More than two regularly?
  • When was the last time you actually conducted research on your customers’ preferences?
  • When did you last evaluate the financial practices of your hospitality business?

How many academic programs or universities address these?  I fear that not enough do, although I am aware of a handful that work hard to blend them into their curriculum.

Focusing on the fundamentals  may not be as flashy as the latest online or social media promotion, but the fundamentals are hard to argue with.

_____________________________________________________________

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.

A smile from HospitalityEducators.com| August 13 is the day to celebrate LEFT HANDER’s Day

Our monthly sharing of a smile.

Our industry is challenging and this  blog regularly covers a range of hospitality topics: brands, budgets, service, operations, learning, marketing, profitability, planning and more.  Reader feedback here and from my columns are often positive and it is reassuring that we offer and provide  practical and affordable counsel in our consulting, workshops, writing and our membership service @ HospitalityEducators.com .

It is also good to appreciate the value of a smile and we offer at least one each month with a special “holiday”.  Some of them can be part of a marketing promotion in a club or restaurant, while others are just enjoyable to read!

Left Hander’s Day

When:  Always on August 13th

If you are a Leftie, Then Left Handers Day is just for you!

Left Handers, also commonly referred to as Southpaws, are the brunt of more than their share of jokes all year long. It isn’t always easy being a leftie, but for those of us who are, would have it no other way. Lefties are proud of it.

The world is built for right handers. Examples are everywhere. For example:

  • In school, have you ever seen a left handed desk? They don’t exist.
  • Many left handed items cost more.
  • Novelty coffee mugs are made with the picture or text for a right handed pick-up.
  • Scissors for for right handers. Only a lefty would understand this.
  • The computer mouse you are using as you read this is designed for right handers.

Did you Know? Right handed people operate in the left side of the brain. Left handed people use the right side. Therefore, only left handed people are in their right mind.

Left-Hander’s certainly earned the right to have a day dedicated to them. And, August 13th is that day. So take a minute to appreciate your left handed friends and loved ones. You might even  send them a Left Handed Day E-card to show your respect.

Remember today and every day: “Lefties have rights!”

As left-handers, we never do anything “right”

Left Handed Facts and Trivia:

  • Sinistrophobia is the fear of left-handedness or things on the left side.
  • While many people are left handed, very few are 100% left handed. For example, many Left handers golf and bat right handed. On the other hand, there is a high percentage of righties who are 100% right-handed.
  • Lefties are also called “southpaws”. The term was coined in baseball to describe a left handed pitcher.
  • Tuesdays are Lefties luck day.
  • Only about 10% of the population is left handed.
  • During the 1600’s people, thought left handers were witches and warlocks.
  • International Left Hander’s Day was first celebrated on August 13, 1976. It was started by Lefthander’s International.
  • They say everyone was born right handed, and only the greatest overcome it.
  • It is believed that all polar bears are left handed. Also see Polar Bear Day.
  • There is a rumor that octopuses have but one right hand. Scientists are diligently studying this issue.

Think about it: Everyone is a Left Hander in Left Hand, West Virginia.

Lefthander’s Slogan: “Everyone is born right-handed. Only the greatest overcome it”. (Brilliant Author unknown)   source: http://holidayinsights.com/other/lefthand.htm

__________________________________________________________________________

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.

Training and Development – A self-analysis from HospitalityEducators.com


HospitalityEducators.com has a wide range of checklists and forms that address operations, marketing, training, purchasing, management, front desk and other areas.  This short sample from one of the Founding Associates is provided as a quick check of how you feel you and your staff are meeting each other’s expectations.

| Hospitality and Tourism Institute) | Prince George’s Community College | | Largo, Maryland

TRAINING AND DEVELOPMENT – A SELF ANALYSIS

Place a check mark beside each of the answers that in your opinion are true or false.

1. As long as I know what the department’s goals are, my employees only need to know what’s involved in their own jobs.    True____ False____

2. All employees should be able to work well with all other employees.                            True____ False____

3. Our department’s goals and the methods for reaching them should come from upper-level managers.  True____ False____

4. Employees know when they’ve met their goals and when they haven’t. They don’t have to be told.  True____ False____

5. Trainers can encourage teamwork through training employees to keep the sales department up-to-date regarding special events they learn about within the community.
True____ False____

6. Trainers can encourage teamwork, by training employees to ask guest to tell housekeeping about needed repairs or cleaning problems. True____ False____

7. Trainers can encourage teamwork through encouraging employees to learn the hours of operation and the location of restaurants, lounges, health clubs, and other areas at the property so that they can help guests enjoy everything the property has to offer. True____ False____

8. A strategic training plan should be separate from the organization’s strategic plan. True____ False____

9. In general, adult learners tend to be more focused on the big picture, contributing to the betterment of the organization as a whole. True____ False____

10. In general, adult learners tend to be more focused on the practicality of learning, such as why it is needed, how it will be used, and how the individual will benefit.
True____ False____

11. In conducting training sessions with adult learners in the hospitality industry, trainers may experience more success by relating the training directly to the workplace with examples and role-plays.  True____ False____

12. The primary purpose of a cost-benefit analysis is to determine whether the skills and knowledge gained in the training have transferred back to the workplace. True____ False____

13. Common methods for identifying an organization’s training needs include conducting employee surveys, reviewing guest comments, and performing job analyses.
True____ False____

_________________

HospitalityEducators.com was created for the operational managers
 of hotels and restaurants.

 Our Mission Statement

HospitalityEducators.com is a consortium of successful corporate and academic professionals, who are committed to delivering focused and affordable counsel in solving specific challenges facing the hospitality industry.

Our services are designed to help individual hoteliers and groups of hotels improve their market penetration, deliver service excellence and increase their profitability.

Sign Me Up!

____________________________________________________________

Dr. John Hogan CHA CHE, working with clients at a recent program

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 mentors delivering focused and affordable counsel in solving specific challenges facing the hospitality industry. www.HospitalityEducators.com is a membership site offering a wide range of information, forms, best practices and ideas that are designed to help individual hoteliers and hospitality businesses improve their market penetration, deliver service excellence and increase their profitability.

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.  If readers would like to contribute to the site, please submit your material for consideration to Kathleen@hospitalityeducators.com.  We are interested in expanding our global networks and resources as we support our membership.

From A Baker’s Dozen of Strategies to Make Your Hotel More Profitable Now| Tip #5 Monitor and Control Operational Costs -Focus on Your Top 5.

Monitor and Control Operational Costs -Focus on Your Top 5.

Payroll and utilities are almost always the highest single areas and they are addressed in Strategies #6, 7 and 11.

There are a number of ways to address costs, but it first requires identifying the largest categories and suppliers.

  1. Using your income statement and the detail work accompanying it, find the top 5 operational costs you spend the most money on each month. It could vary over time and you need to analyze at least three months to understand the overall situation.
  2. Operational costs include paper goods, certain amenities, food items (even if you are a rooms only hotel offering complimentary breakfast), a certain line item in linens, office or department supplies, etc.
  3. Once you have identified them, the assignment is to research ways to reduce costs on each one of them.
  4. Contact your suppliers to find out if there is a similar or better product that is available at a lower cost.
  5. Consider other suppliers if need be, or consider using fewer suppliers if there are guaranteed savings and quality assurances.
  6. Review your buying patterns with suppliers and order certain items (such as linens) on an annual basis with drop shipments several times over the year. This guarantees a volume to the supplier and a better purchase price.
  7.  Create and use a detailed inventory system on at least the top 5 to 10 cost items so you can carefully track usage and to use your buying power to find the best values.

These actions will very likely save a minimum of several percentage points in discounts over the years that will translate into measurable savings.

This resource began with definitions of the words “profits” and “profitability. ” Those words and sentiments are not for hotel owners and managers alone.  The HospitalityEducators.com site has segments specifically dealing with this topic and all 13 strategies.

The full list of tips is available @   HospitalityEducators.com

Dr. John Hogan, CHE CHA working with attendees at the award winning TH&LA Short Course

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

John Hogan is a successful hospitality executive, educator, author and consultant and is a frequent keynote speaker and seminar leader at many hospitality industry events.  He is Co-Founder of a consortium (www.HospitalityEducators.com) of successful corporate and academic professionals delivering focused and affordable counsel in solving specific challenges facing hospitality today. www.HospitalityEducators.com is a membership site offering a wide range of information, forms, best practices and ideas designed to help individual hoteliers and hospitality businesses improve their market penetration, deliver service excellence and increase their profitability. Individuals wishing to contribute materials may send them Kathleen@HospitalityEducators.com. Special introductory pricing is in effect for a limited time that also includes a complimentary copy of LESSONS FROM THE FIELD- A COMMON SENSE APPROACH TO EFFECTIVE HOTEL SALES.

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

Questions I Wish You Would Ask Me™ – Conor Kenny, Dublin, Ireland 3.17.11

Subject: RE: Questions I Wish You’d Ask Me™

In this article, we reached out to Conor Kenny who has been the Principal of Conor Kenny & Associates in Dublin Ireland since 2002.

Hi John, Happy New Year. Interesting initiative.

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

The Merrion in Dublin, Ireland. Because it is in a beautiful part of town and the buildings are restored Town Houses. The staff work hard at minding their guests but deliver their unique brand of service in a friendly, real and ‘non manufactured’ way. They are led by a superb GM. They strive constantly to innovate, to excel and to be the best yet they never forget the basics of great service. It achieves that long lost and very unusual moment where – no matter who you are – they make you feel special. We are human beings and being made special is just about the most cost effective thing you can do but also the most difficult. The Merrion manages to – everyday.

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

Nico’s in Dublin. Almost as old as me. Same food, same menu, same decor and still serving brilliant food everyday.

3. Where do you vacation the most often?

Majorca, Spain.

4. What is your favorite charity or cause?

Anything to do with homeless people (there for the grace of God go all of us)

5. Name your pet service peeve, why and any ideas you may have to address it Disinterested, detached, unfocused, lethargic, argumentative, uninspiring, knowledgeless staff.

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

  • My Dad.
  • He listens well.
  • Has an incredible background of success.
  • He is usually right.
  • Then, my real friends. You know the type? Tell you what you don’t want to hear.

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

Last year. My own team.

They solved a puzzle way beyond me. Better still, they rebuilt a new brighter model that is working far better. Let them drive. If they crash kick ’em out. If they drive better than you – keep going.

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

Do it for love or don’t do it at all.

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

Two.

  1. What are you bad at?
  2. What are you most proud of outside work?
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.
If you would like to participate, please contact John.Hogan@hospitalityeducators.com.

Conor Kenny & Associates are experts in helping you get the most out of people and business. As skilled innovators in marketing, sales and communication, we know that you and your people have skills too. Companies don’t innovate. People do. http://www.conorkenny.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

Making Your Hotel More Profitable NOW – Strategy #11: Address and Minimize Energy Expenses

Hotels and restaurants use substantial amounts of energy in day-to-day operations. From heating and/or cooling public space and accommodations, to kitchen and laundry equipment that can run for more than 15 hours per day, the meter is always running and affecting your profits.

Optimizing your hospitality business for energy efficiency is not a small task. Depending on the age of your property, investment costs for renovations can be significant, but so can the long term benefits be substantial.

Here are some tips to making your hotel, restaurant or hospitality business more energy efficient:

  1. Go to these or other sites for potential government sponsored rebates or subsidies when considering energy efficient equipment:
  • 2.  Update old equipment. In literally all F&B equipment, the newer the equipment the more efficiently it will operate. Energy Star, a government-run agency promoting energy efficiency, has started rating restaurant equipment based on efficiency standards. Look for the Energy Star label when purchasing new equipment and use the Energy Guide to compare energy usage.
  • 3.  Better manage guest areas heating and cooling. Keeping your customers comfortable should always be your first priority, but there are strategies you can employ to accomplish this efficiently.  Examples include ceiling fans to circulate heat from the kitchen and from solar sources through the dining area. Fans push heat radiating off shared walls and ducts into the dining area. Ceiling fans can also be used to cycle cool air in summer or in warmer climates.
  • 4. Digital thermostats automatically cut heat or air conditioning during non-business hours, potentially cutting energy costs by as much as a third.
  • 5.  Use windows and doors for energy gain, not energy drain. If you are remodeling or building new, look for Energy Star rated windows and doors that either reduce solar heat gain in warm climates or maximize heat gain in cold climates. Make sure all windows and doors are well insulated, and use blinds or curtains (or both) to deflect hot sun or freezing cold situations. Use door closers to minimize loss when doors are opened
  • 6.  Oversee back of the house energy usage. While cutting energy use in the front of the house is beneficial, the real energy drain in many hotels and restaurants is in the back of the house, which means it is also the place to maximize energy savings. Install light switch timers on housekeeping and all storage closets.
  • 7. Train kitchen staff to reduce idle temperatures on ranges, broilers, and ovens. Even though this equipment takes a while to reach peak cooking temperature, reducing the heat during idle times can result in significant energy savings.
  • 8.  Create and use maintenance schedules. Create and post shut down procedures for all the equipment in your back of the house areas, such as the laundry and kitchen. Set a formal PM program that checks parts like thermostats, temperature dials, refrigerator or freezer door gaskets and ventilation ducts. Check regularly and replace on a scheduled basis.
  • 9.  Improve water heater efficiency. Insulate pipes, set the temperature to the proper safe level and program or install a recirculation pump timer. Repair hot water leaks quickly and train staff to only run full loads through the dishwasher and washing machines.
  • 10   Schedule off peak laundry hours. There is little reason to oppressor your in-house laundry during the peak day hours. Running the laundry in the evening or even in the 3rd shift can save energy and help assure that all linens are completed on schedule and available for the change of rooms.

Additional ideas are included from online research aand additional resources devoted to each of the Baker’s Dozen of Strategies to Make Your Hotel More Profitable on HospitalityEducators.com

Dr. John Hogan CHE CHA CMHS
Hotelier, Speaker, Educator, Columnist

* Co-Founder of www.HospitalityEducators.com
A membership information site committed to MAKING YOUR HOTEL MORE PROFITABLE!                                                                                                                       Introductory pricing will close in two weeks, so sign up now

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

2011  Keys to Success are results-driven programs  aimed at building competitive advantage. These programs are available as either a keynote address or an interactive workshop. Details are available can be found at both sites.

Program # 6

10 Hotel Sales Action Steps to Succeed – Any time, Anywhere

I encourage you to read the previous blog post relating to a worthwhile proposal for qualified sites:     Industry Links – A Valuable Resource

 

Professional Development for You Means Lending a Hand to Someone Else Along the Way

The title of this column says it all – working to help others succeed will help us as individuals to move forward on our own professional development.

Each of us has our own goals and dreams.   Some of us have done better at visualizing what Stephen Covey called “the end in mind”, and most of us have identified at least some specific goals in our career.  These goals could include a specific title, a position in a certain organization, a financial target or any combination thereof.   Over the years in our career, we have likely achieved some of those goals but we often have failed to continue updating the plan and we become distracted by daily incidentals that have minor and temporary value.

Tom Peters and Robert Waterman more than 25 years ago identified a proven way to motivate both managers and their teams.  In Search of Excellence offered many ideas but one in particular had a major impact on me.  I championed that idea as a manager and executive in my operational and consulting career.  I can assure you that if you follow this action step in a positive and professional way, your organization will lower staff mistakes, reduce overall turnover, see a boost in staff morale and an increase in staff suggestions and engagement in their delivery of service.

Public companies communicate regularly with their shareholders in a variety of formats and frequency, but they ALL provide quarterly updates of revenues, profitability and other results.  Monthly would be too often and not meaningful and semi-annually is too infrequent, allowing too much time to pass without a snapshot of results,  Public company reports are delivered quarterly  because there is enough time to see trends, take continuing or corrective action and address the important issues.

In hospitality, successful organizations recognize that it is the overall experience of the guest that builds loyalty, ahead of earned points, free rooms or a complimentary glass of wine.  The main ingredient in delivering that experience is a topic I have covered the last six weeks – it is the commitment to service by the front line staff at your hotel, restaurant or other hospitality business.

I am (again) recommending this action step to every hotel and restaurant general manager and hospitality corporate executive, because I have seen the results when used properly.

  1. Meet with all of your department heads tomorrow and advise them of a new communication process designed to assist them meet their department goals and this will not require any more work for them
  2. Within 12 hours of this meeting with the department heads, announce in a positive manner to all staff that performance reviews will now be conducted for everyone on a regular, quarterly basis.  In this announcement, it needs to be identified that this is a positive step aimed at improving the overall success of every individual on staff, as well as the business.
  3. Beginning no later than 7 days after the meeting with the department heads, the reviews should begin within a planned cycle.

I have heard some of the hesitations to embrace this before and I have found them to be inaccurate and an excuse by many to avoid change.  Listed below are some of those voiced hesitations, with my rebuttal:

  • This activity creates much more work for department heads.

Fact: this does not create more work for department heads, the GM or corporate executives because this new practice is only formalizing discussion and making it more personal with the one-on-one interactions.

  • This will cost the company a lot of money that we don’t have.

Fact: The quarterly discussions do not need to change any of the financial arrangements or practices currently in use, unless you want or find you need to change them.  Annual financial adjustments can remain in place if that is a solid business decision, but what you will find is more honest discussion and the uncovering of problem areas that can often be addressed quickly when known by all.

  • This will take too much time away from our other responsibilities.

Fact:  Hospitality is about service and the guest experience and that is everyone’s responsibility.  If department heads and managers are not interacting with their staff, there is a major problem.

  • This will confuse the staff because we have never done it that way before.

Fact: The first discussion may seem unusual because it represents a change from what was the norm, but our staffs today are well versed in trends in the workforce and have probably heard of more frequent evaluations before.  When the real reason is explained that these quarterly discussions are designed to help everyone beginning now, the apprehension of meeting “with the boss” dissipates quickly and seldom returns.

I first embraced this action step as general manager at a 300-room business class hotel.  The property was showing its age and its off-center location did not provide an automatic referral center.  I can share with you that this action step of improving communication built trust among many long-time staff (with their new general manager) and helped the entire business to outperform the market for two years, even with the property’s physical limitations.

“No matter what the situation, (the great manager’s) first response is always to think about the individual concerned and how things can be arranged to help that individual experience success.” Marcus Buckingham, The One Thing You Need to Know

The problems you are facing today are yours, but the solutions and the means to tackle those problems do not have to be yours alone.

What are you going to do, beginning tomorrow?

Keys to Success Hospitality Tip of the Week:   Focus on Professional Development

The Guest Experience today is as meaningful as any other factor in guest satisfaction and loyalty.

Housekeeping and engineering teams can contribute in significant ways, including guest contact and interaction.        Take some time for group sharing of ideas and recognition.

KEYS TO SUCCESS is the umbrella title for my 2010 programs, hospitality services and columns. This year’s writings will focus on a wide variety of topics for hotel owners, managers and professionals including both my “HOW TO” articles and HOSPITALITY CONVERSATIONS. My segments Lessons from the Field, Hotel Common Sense and Principles for Success will be featured at appropriate times in the year as well.

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 mentors delivering focused and affordable counsel in solving specific challenges facing the hospitality industry. www.HospitalityEducators.com is a membership site offering a wide range of information, forms, best practices and ideas that are designed to help individual hoteliers and hospitality businesses improve their market penetration, deliver service excellence and increase their profitability.   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.

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 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

There should be no such thing as “limited service” in hotels or hospitality

In the guides published by the American Automobile Association, there are a number of classifications for lodging types.  By AAA definition, they include general descriptions of differing levels of food/beverage outlets, shops, conference/meeting facilities, ranges of recreation, entertainment options.  The descriptions give an overview of size of the properties and an overview of common characteristics.

In general their range of classifications include:

  • Full Service,  with Resorts and Hotels  in this category.
  • Limited Service include Condominiums, Motor Inns, Apartments, Cottage, Motels and Bed and Breakfasts
  • Moderate Service listings include Ranches, Country Inns and Lodges.
  • Further sub-classifications include: Suite, extended stay, historic and classic properties.

We are certainly not trying to challenge AAA overviews, as their intent is to provide meaningful interpretations of so many kinds of options. Their guides further point out the basis of their various diamond ratings.  AAA has done a commendable job trying to explain the differences to the consumer and they do so substantially in product differentiation.

A major problem comes though, in our opinion , in the phrase  “limited service” versus “full service”.  Full service usually implies those hotels with restaurants, lounges,  meeting rooms and other product amenities.

The phrase “lodge” or “bed and breakfast” implies by name alone certain things to certain travelers, yet obviously these phrases alone do not mean enough. For example, by AAA definitions, bed and breakfast establishments are “usually smaller, owner operated establishment emphasizing an “away-from-home feeling”.  A continental or full, hot breakfast is included.

Many ROOMS ONLY establishments also serve breakfast and many have at least smaller meeting space, ranging from suites to meeting areas,  breakfast rooms, etc.  They have van drivers who act as bellman. They have management team members who are outstanding hosts and hoteliers.

Former AH&LA Small Business Specialist Jerrold Boyer used to become very frustrated with managers who embraced the term “limited service.”  He used to remind hoteliers at educational and advisory seminars that the hospitality industry is indeed the SERVICE industry.  His word of caution was that bigger did not necessarily mean better, nor did smaller automatically mean lesser.

There are many smaller, rooms-only properties that offer exceptional personalized attentiveness to their guests.  It is the responsibility of the managers, owners and sales staff of those facilities to “sell” their staff and guests of the quality and extent of their service.  There are many guests  who might prefer smaller properties and staffs who elect to leave food operations to others.

If this industry is to continue to provide exceptional experiences for its guests and meaningful careers for its’ staff, it must be attentive to its commitment to hospitality and not just “renting rooms.”

“Limited service” – let’s leave that image for the self-serve gas stations.

Check http://www.hospitalityeducators.com for more ideas!

Feedback or ideas for future pieces are welcome -contact me at info@HoganHospitality.com

Blog of Dr. John Hogan CHE CHA MHS 8.14.2010        

 www.HospitalityEducators.com, http://www.HoganHospitality.com

 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 mentors delivering focused and affordable counsel in solving specific challenges facing the hospitality industry. www.HospitalityEducators.com is a membership site offering a wide range of information, forms, best practices and ideas that are designed to help individual hoteliers and hospitality businesses improve their market penetration, deliver service excellence and increase their profitability.   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.

A week of operational and promotional ideas for hoteliers

A week of operational and promotional ideas for hoteliers

11  Cheer up the Lonely Day

World Population Day

Hold daily pre-shift meetings in housekeeping and engineering to improve communications

Walk the hotel and view it from a guest perspective.

12

Heavy clean at least 10% of all guest rooms this month

Step 2 of  next year’s capital budget plan, with preliminary plan submitted to owner or mgt group.

13  Embrace Your Geekness Day

Test fire alarm  & check all fire extinguishers– document.

Check the condition of all ice machines and water filters.

14   Bastille Day

Hold a special class on customer service this week for representatives of different depts..

15  Tapioca Pudding Day

Call at least 5 clients this week

Provide awareness training of Blood borne Pathogens to all housekeeping staff.

16 Phone your hotel & make a reservation to see how your guests are treated AND to see how effective staff training is. Recognize the champions 17 Change oil and document safety check of hotel vehicles – at least every 60 days or as needed