For your reading consideration: Thoughtful and a Bit of Business History

For your reading consideration: Thoughtful and a Bit of Business History –             MAKING THE WORLD BETTER -the ideas that shaped a company & a century

I was surprised to see so many IBM retired and former employees reviewing and quoted in this book, but on reflection that makes sense. IBM for the past 100 years now has played a major role in the evolution of both US and global business history.

The book at times is a bit too anecdotal for the person who may not be a techie or who may not care about the details of some of the IBM story but overall it hits the mark.

In the three major sections, they cover:

1. The science – this is the pioneering segment of how to move from the incredible basics to the foundations of meaningful technology for the every day person.

2. Thomas Watson Sr had adopted the slogan “THINK” in 1911 and section 2 addresses the evolution of creating economic value from knowledge. IBM did not do everything “right” but they did help to create the concept of the modern corporation.

3.Making the World Better completes the circle and shares global stories of balancing business, values, ethics and profitability while dealing with governments and greed.

Regardless of how one feels about certain kinds of computers or high tech, this is worth the read.

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

What is your assessment of the Gillette message: The Best Men Can be?

Watch this 90 second video & share your insights why there are 40% more negative than positive responses to this message about “The Best Men Can Be”?

 

🙏🏼 PLEASE HIT THE LIKE BUTTON IF YOU FOUND THIS ARTICLE HELPFUL

 

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

Recommended Reading from HospitalityEducators.com – Business Succession Planning For Dummies

 Business Succession Planning For Dummies (For Dummies (Business & Personal Finance)) Business Succession Planning For Dummies

    by Arnold Dahlke

  5.0 out of 5 stars

A solid planning resource for Succession Planning, October 25, 2012

In my work as an educator and consultant, I work with both family businesses of various sizes and with traditional corporate structures.

Each of them have a common need – planning for the future by either growing their own talent or by identifying and addressing their weaknesses them by finding the right professionals to strengthen their businesses.

This means active succession planning, which sounds muck easier than it actually is.

I am not fond of the series titled “for Dummies” but some of these books do a credible job at simplifying the approaches needed to address the topic. This is one of them.

The book is in 5 main sections

1. What Is a Succession Plan, and Why Do You Need One?
2. Creating a Plan and Putting It into Action
3. Diving Deeper into Succession Planning
4. Keeping the Succession Ball Rolling
5. The Part of Tens

Each of these parts begins with a disarming but pertinent cartoon by Rich Tennant, which add to the relaxed atmosphere of the book itself. Early into the first chapter, the author asks a key question, where we are asked to consider what might happen without a succession plan. He answers that in a very concise way:

Succession planning plays a role in extending a family business into the next generation by resolving issues of responsibility and authority needed to succeed. It can allow a business to pass from one group to another in a sale by ensuring the operational, marketing, and financial and people services are maintained.

Succession planning requires flexibility, timing and a commitment to process. This book provides tangible tools and resources, while acknowledging some of the more intangible but very real emotional characteristics of change

Dr. Arnie Dahlke, the author, has both academic, business and experience credentials to justify his messages and the book offers a guide, using clear and succinct techniques.

I liked the “Where to Go from Here” at the end of the introduction, which summarizes the need and background for planning.

Succession planning often requires more than reading a book due to the very involved details of transition, but this is an excellent resource

Dr. John Hogan CHE CHA CMHS
HospitalityEducators
Hogan Hospitality

Success in hotels and hospitality does not come by accident or chance.

We can help

John.Hogan@HospitalityEducators.com or 602-799-5375

 

HospitalityEducators.com was created to help hospitality businesses address problems via a training and information resource site to help you increase your Hotel’s revenue, market share and profitability.  With more than 2,000 pages of tips, guides, best practices, strategies, plans, budgets, videos and resources, HospitalityEducators.com is the #1 independent website for hotel owners and managers.  This site can help you solve your problems now!      Read More  

KEYS TO SUCCESS  is the umbrella title for our programs, hospitality services and columns. This year’s writings focus on a variety of topics for hotel owners, managers and professionals including both my “HOW TO” articles, HOSPITALITY CONVERSATIONS™, Lessons from the Field™, Hotel Common Sense™ , THE P-A-R PRINCIPLE™  and Principles for Success.

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


 Dr. John Hogan CHA CHE Boston Dec  2010

John Hogan is a successful hospitality executive, educator, author and consultant and is a frequent keynote speaker and seminar leader at many hospitality industry events. He is CEO and Co-Founder of HospitalityEducators.com , which has more than 2000 resource pages and has become the #1 independent website for hotel owners and managers. He is also the Principal of HoganHospitality.com, which offers hotel expert witness services and hospitality consulting.

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

KEYS TO SUCCESS is the umbrella title for our programs, hospitality services and columns. This year’s writings focus on a variety of topics for hotel owners, managers and professionals including both my “HOW TO” articles, HOSPITALITY CONVERSATIONS™, Lessons from the Field™, Hotel Common Sense™, THE P-A-R PRINCIPLE™ and Principles for Success.

Hotels and Hospitality Businesses Must Make Strategic Planning Part of their Every Day Actvities

  Strategic Planning should be PRACTICAL

Peter Drucker introduced the term management by objectives more than 50 years ago.

  1. With his approach to strategic planning, options were identified, considered, discussed and executed.
  2. Using the SWOT analysis (strengths, weaknesses, opportunities, and threats), hoteliers can actively deal with OTAs, revenue management, asset protection, staff development, competitive marketplaces, and proper market positioning.
  3.  Dealing with these and other issues cannot happen by themselves and will require senior management commitment and support.
  4. These activities can be blended into manageable activities, including:
  •  The full SWOT Analysis
  •  Long-Term Vs. Short-Term
  • Marketing and Sales Plans
  • Budgeting: Focus, Energy, Money
  • ROI Improvement: Revenue Growth, Expenses, Business Fundamentals
  • Staff Performance: Goal Setting, quarterly reviews, semi-annual feedback, annual appraisals and more

We at HospitalityEducators.com have developed a new Leadership Program that assists organizations to refine their approaches to making their hospitality businesses more successful.

This Leadership development component integrates the tangible and intangible qualities of successful leaders.  Participants will acquire an understanding of leadership styles, roles and the management skills needed to compete in the marketplace.

In my 35+ year career as a hotelier, educator and consultant, I have seen repeated successes of those who take the time to follow this process.  We write on it often, share approaches on our site and know it works.

Success does not come by accident or chance.

Contact us for assistance.

John.Hogan@HospitalityEducators.com or 602-799-5375

HospitalityEducators.com was created to help hospitality businesses address problems via a training and information resource site to help you increase your Hotel’s revenue, market share and profitability.  With more than 1,000 pages of tips, guides, best practices, strategies, plans, budgets, videos and resources, HospitalityEducators.com is the #1 independent website for hotel owners and managers.  This site can help you solve your problems now!      Read More  

KEYS TO SUCCESS  is the umbrella title for my 2011-2012 programs, hospitality services and columns. This year’s writings focus on a variety of topics for hotel owners, managers and professionals including both my “HOW TO” articles, HOSPITALITY CONVERSATIONS™, Lessons from the Field™, Hotel Common Sense™ , THE P-A-R PRINCIPLE™  and Principles for Success.

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


 

John Hogan is a successful hospitality executive, educator, author and consultant and is a frequent keynote speaker and seminar leader at many hospitality industry events. He is CEO and Co-Founder of www.HospitalityEducators.com , which delivers focused and affordable counsel in solving specific challenges facing hospitality today.
www.HospitalityEducators.com  is a membership site offering a wide range of information, forms, best practices and ideas designed to help individual hoteliers and hospitality businesses improve their market penetration, deliver service excellence and increase their profitability.

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

HospitalityEducators.com asks “How would your staff rate you as their Manager (or Boss)?”

 Compare your thoughts with these statistics from around the world

Employees Give Their Bosses a Passing Grade

HTrends

Employers worldwide have received a mixed report card, with less than half of all survey respondents saying that their bosses have done a good job in preparing them for future success, according to the latest survey results from Kelly Services® (NASDAQ: KELYA) (NASDAQ: KELYB).

The findings are part of a new report, The Evolving Workforce: Effective Employers, based on the findings of the , which obtained the views of approximately 97,000 people in 30 countries.

Asked to rate their bosses, employees have delivered a passing grade for their performance, with an average score of 6.4 out of 10. Only 37 percent of respondents say that their bosses have done a good job in preparing them for future success. A total of 45 percent say they have not been well-prepared, and 17 percent are uncertain.

Nearly half of all those surveyed would be willing to recommend their current employer to a friend or acquaintance.

Results of the survey, globally, show:

    • Both Gen Y (aged 18-29) and Gen X (aged 30-47) agree that Gen X make the best leaders, but baby boomers (aged 48-65) strongly believe that their own generation are the superior business managers.
    • The most important quality in a good boss is leadership style nominated by 26 percent, slightly ahead of vision and clear direction (24 percent), and communication style (19 percent).
    • Almost half of respondents describe their organization’s leadership culture as either “empowering” or “inclusive.” A total of 31 percent describe it as “authoritative” or “oppressive.”
    • Slightly less than half (44 percent) say that their efforts at work are recognized and rewarded.
    • Among those respondents who say they feel rewarded and recognized for their work, more than two thirds (67 percent) say this takes the form of being “noticed by management,” while 17 percent receive bonuses or incentives, and 12 percent are acknowledged through formal programs.


For more information about these survey results and other key global and generational findings, please visit the Kelly Press Room.

The findings are part of a new

report, The Evolving Workforce: Effective Employers, based on the findings of the , which obtained the views of approximately 97,000 people in 30 countries.   

 

 

This is one of hundreds of resources available @ HospitalityEducators.com

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.

A Reminder from HospitalityEducators.com and AH&LEI: The Heart of Hospitality Remains Service

AH&LEI Spotlight: The Heart of Hospitality Remains Service

John Hogan CHA, CHE and CMHS

by Dr. John Hogan, CHA, CHE, CMHS
Co-Founder HospitalityEducators.com and Principal of HoganHospitality.com

Hospitality and tourism arguably make up the world’s largest industry. They play a major role in the world economy and  contribute significant revenues and net wealth to many countries. When we think about it, we recognize that many components of hospitality are based heavily on the personal, “high touch” side of life.

It was a number of years ago that I first learned anything about hotels and hospitality when a high school friend’s family bought a seasonal resort. That family did not remain in the industry, but I learned from another family of hoteliers in that same location about the many disciplines in hospitality.

In our careers, we understand that the need to learn purchasing protocols, how to interpret and anticipate market trends, and keeping current with legal and safety requirements is essential. We recognize that we must evolve with technology, that we must address revenue management, and provide meaningful training to our staff if we expect them to meet the expectations of guests in our facilities.

The hotel industry has evolved significantly in many aspects during the past 20 years. Energy awareness and sustainability are now essential factors in both construction and ongoing operations. Purchasing, design, event planning and sales have changed dramatically. Innovations in culinary offerings have extended to creatively serve groups of all sizes in restaurants, conference centers and banquet events. Entertainment options in clubs, pubs and arenas have grown enormously, as has the need to be more attentive to security in a changing world.

The physical buildings have evolved and range from mega-hotels with casinos in certain markets to bed and breakfasts in communities of all sizes. There are now properties of all sizes and configurations at airports, in mixed use buildings, attached to convention halls, on converted ships, in secondary and tertiary cities and many other conversions and forms.

These hospitality offerings and hotels today are owned and managed by a wide array of groups, ranging from individuals to multinational corporations, Real Estate Investment Trusts and single industry companies of all sizes. Many are franchised; some are managed by individuals, some by third parties and others by family units. Properties can range from a ten-room country inn to a 2,000-room property on the ocean or in a city center attached to a municipal convention center.

While much has changed in hospitality, on reflection we still note that the experience element of hospitality depends not on the size or ownership of a hotel or restaurant, but on the personal, “high touch” delivery individually provided by hospitality staff to guests – one on one.

I recall somewhat “bragging” to the founding partners of the family business mentioned earlier how much I was learning at the large multinational hotel company that had hired me out of hotel school into a management training program in their 1500-room flagship hotel. They smiled and said that I could learn from the major companies how to follow the large company rules and be part of a major corporation, but I probably would not learn how to be a host or a real innkeeper profitably. Those skills and competencies would be developed through time and hands-on experience. I gained what I felt were incredibly important perspectives and experiences in those seasons and something else that I feel I did not learn at university or at big corporate hotels, either. That something was the need to apply innkeeper and host common sense to formulas, percentages, calculations and protocols.

Many brands today have customer service programs and some are quite good in their advertising value and in general guest satisfaction. Those programs may or may not exceed the guest’s expectations or hopes and that is why it is so critical for hospitality associates to truly “care” about their guests. It remains up to each individual hotel associate to deliver that exceptional “one-on-one” experience.


The American Hotel & Lodging Educational Institute has created a new guest service training program that shows employees and properties how to achieve a new standard of exceptional service based on emotionally engaging with guests in memorable ways.

  • The Guest Service Gold Program features a video with seven brief stories–based on true stories of award-winning guest service-focusing on the emotional elements used to motivate and inspire hotel employees to ‘go for the gold’ when it comes to providing service above and beyond guests expectations. This training can be delivered in two hours, and includes: a DVD, pre-shift lesson plans, one trainer’s guide, and five participant workbooks. It covers the topics of Authenticity, Intuition, Empathy, Champion, Delight, Delivery, and Initiative.
  • Associates of the hotel who complete the Guest Service Gold Training Program or an equivalent training program offered by the property are eligible to become a Certified Guest Service Professional (CGSP) and the hotel can receive a Property Certification when certain requirements have been met.

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 #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 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.
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

_____________________________________________________________________________

 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.

“The Stranger within our gates” : Observations from HospitalityEducators.com

Small cheer and great welcome makes a merry feast.
William Shakespeare (1564–1616), British dramatist, poet.  

Attributed to Balthazar, in The Comedy of Errors,
act 3, sc. 1, l. 26.

When one travels a great deal on business, the danger is there to overlook the small, personal touches that are often present in many hotels. Regardless of the room rate, the size of the hotel or its location, many hotels around the world provide many personalized welcoming messages.  At a time when we in the industry are concerned about the danger of our hotels becoming a commodity that is only rated or selected by price, those personal touches become even more vital to keeping our individual distinctions.

The following message was placed on a pillow on a trip I made several years ago. This laminated message really made its’ point to the well being of every guest and guest experience and I hope you enjoy the message.

To Our Guests :  “The Stranger within our gates”  

Because this hotel is a human institution to serve people, and not solely a for profit organization. We strive to ensure you will experience peace and rest while you are here.

May this room and this hotel be your “second” home. May those you love be near you in thoughts and dreams. Even though we may not get to know you, we hope that you will be conformable and happy as if you were In your own house.

May the business that brought you our way prosper. May every call you make and every message you receive add to your joy. When you leave, may your journey be safe.

We are all travelers. From “birth till death” we travel between the eternities. May these days be pleasant for you, profitable for society, helpful for those you meet, and a joy to those who know and love you best.


Think Tank

Questions of the day

These questions are offered to stimulate discussion about the way we do business.  There is not necessarily only one “correct” answer – the reason for this section of the column is to promote an awareness of how we might all improve our operations.  Consider using these or similar questions at staff meetings encourage your team to THINK!

Topic

  1. What would your guests think of this kind of message expressed at your hotel?
  2. What do you do at your hotel to make each guest feel welcome?
  3. Are there any additional suggestions you could share at your hotel or with readers of this column on how to reduce the potential of our hotels becoming commodities?

—————————————————————————————————-

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

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