Easy-to-follow guidelines on Real Customer Service from Disney

The author of this book has been responsible in his career for the customer service at one of the world’s best known service delivery companies -DisneyWorld. He was responsible for 40,000 people in hotels, theme parks, shopping, entertainment and sports centers.

Disney’s often been used as a training center for leadership and guest service and Lee Cockerell’s book on delivering sensational service is right on.

There are 39 chapters or rules in this 179 page book and they are all direct, common sense in approach in logical.

The introduction states simply “be nice”. He says this means being friendly, polite, pleasant, considerate and skilled. He cautions that rules and procedures will not work if you do not have the right people doing the right job. This is more common sense, but we have discovered in so many businesses that common sense is relatively unknown.

Examples of rules include:

• Number 1 – customer service is not a department
• Number 4 – do not get bored with the basics
• Number 12- rehearse, rehearse, rehearse
• Number 17- listen up
• Number 24- do not make promises, make guarantees
• Number 38- keep doing a better

The other 33 are just as direct and understandable, yet they need to be understood.

I have been in the hospitality industry my entire career and I find this a logical, easy-to-follow set of guidelines for anyone providing service to others.

Highly recommended!

John J Hogan, CHA CMHS CHE CHO   John@Hoganhospitality.com

Office 480-436-0283   Cell 602-799-5375

Hotelier, Speaker, Educator, Author, Expert Witness 

•   Principal, HoganHospitality.com    Workshops, Consulting, Expert Witness Services    
•  Co-Founder & CLO, HospitalityEducators.com, Resources in Customer Services, Training, Marketing and Sales, Profitability 
•  Visit  johnjhogan.com for Coaching and Development

RECOMMENDED READING: POSITIVE INTELLIGENCE Why Only 20% of Teams and Individuals Achieve Their True Potential AND HOW YOU CAN ACHIEVE YOURS

Why Only 20% of Teams and Individuals Achieve Their True Potential AND HOW YOU CAN ACHIEVE YOURS
Stanford University Faculty member Shirzad Chamine lectures at on Positive Intelligence (PQ), where IQ and EQ are all part of the every day world of communication and interaction.    Chamine uses the terms of Sage and Saboteur and describes an internal battle struggle between the one who has access to your wisdom and insights (Sage) and the Saboteurs as internal enemies of us all.

The author identifies ten Saboteurs

1. Judge
2. Stickler
3. Pleaser
4. Hyper-Achiever
5. Victim
6. Hyper-Rational
7. Hyper-Vigilant
8. Restless
9. Controller and
10. Avoider

The author claims that one can improve your PQ considerably in as little as three weeks, which the recognized period to change habits. He claims that with an improved PQ, both individuals and teams in a range of areas from leaders to salespeople perform 30-35% better on average, and be less stressed as well.

The book is organized follows:

• Part I: What Is Positive Intelligence and PQ?
• Part II: First Strategy: Weaken Your Saboteurs – discusses ways to decrease the power the negative voice(s) have so that you are less likely to be sabotaged by your own thoughts and perceptions.
• Part III: Second Strategy: Strengthen Your Sage
• Part IV: Third Strategy: Build Your PQ Brain Muscles
• Part V: How to Measure Your Progress
• Part VI: Applications
• Appendix A: PQ Brain Fundamentals

Charmine claims to show how anyone can take tangible steps to unleash the vast, untapped powers of the mind and develop new brain “muscles,” by accessing untapped powers with energizing mental “power” games.

We all have have habits that inspire to demotivate us . Chamine highlights and remind us that it is those habits and practices that may be the blockage that is limiting or group or individual growthI find that PQ has definite, real value, and the statistics in the book are appealing, but I also recall it remains a blend of PQ, EQ and IQ that all impact results

Self-help books are inspiring, yet as I read this I am not certain if there really is anything new here or is it the same stuff as many other similar books but with different names.

I try to be a common sense person and feel the need to step back and read this book slower than I read most books to see for myself if the 21 days can make the difference and change habits

About John J. Hogan

   John J. Hogan, CHA CMHS CHE CHO 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 and Chief Learning Officer of HospitalityEducators.com, which was founded in 2010 as a solutions center for hotel owners and managers. He is also the Principal of HoganHospitality.com, which offers hotel expert witness services and hospitality consulting.    Specific new services, workshops and keynote topics can be found at  johnjhogan.com  

He is currently working with his partner Kathleen Hogan and others on several new projects including the HOTELIERMASTERMIND series, an eBook series with Howard Feiertag on hotel sales, two new web sites and a fresh set of Keynote and Workshop programs, hospitality services and columns.

---

Certified Hotel Administrator (CHA), Certified Master Hotel Supplier (CMHS), Certified Hospitality Educator (CHE), Certified Hotel Owner (CHO)

Contact: John Hogan John.Hogan@HospitalityEducators.com  / 602-799-5375

A Self-Made Mayor | Recommended Reading from HospitalityEducators.com

Why does a hospitality blog include a review on the job performance of a big city mayor?   Part of it may be the timing in the Boston Marathon Bombing trial but that is only one small slice of it

The answer is that mayors actually are much more the heart and soul of where we all live, just as we as hotel and restaurant managers and hotel owners are the center of many small businesses.

Menino -What a new Boston and  new America needed then and now- a person who cares more about the citizens than himself! This book is properly titled as America needs a NEW approach in city governance.  Thomas Menino has authored an exceptional recap of his time as the CEO of one of America’s oldest, most culturally diverse and at times controversial cities.

 __________________________________________________________

First – the oldest descriptor – Boston has often been a hot bed of activity, in politics, government, trends, sports and more.  Menino tackled all of those topics and more in his 5 terms.  In his 1st inaugural, he addressed Boston’s newest immigrants with “I am your mayor. You came here seeking a better life, just like my grandparents.”  The book addresses the many small and sometimes large ways this rather quiet man from Hyde Park found his way to City Hall for that record 5 terms and service as the longest mayor in Boston history.  (He actually ran unopposed in 1997)

Second, the descriptor of culturally diverse – Boston has had many waves of immigrants from many nations. Some of those immigrants stayed, while others left.  Some kept their native heritage while embracing the new American dreams, while others chose to blend in as quickly as possible.  In a city (and state) known for its Irish politicians, Menino became the 1st Italian American to find his way into the heads and hearts of the very diverse population of Boston.  As one who was born 50 miles from Boston and a former resident, I have experienced this blend of different values that can be both uplifting as well as challenging.  The stories in this book are not so much about him, but more about how he cared enough to keep trying until there were results for all.

Third, the descriptor of controversial.  Boston has had much controversy.  Some was about race, some about schools and others about the financial differences in the many parts of the city.  He discusses busing, racism and the efforts to get better jobs and opportunities for more than just a select few.

He openly shares the struggles and challenges in dealing with school committees and school reform to make 21st century students in  Boston.  He describes the issues with teachers unions, as well as the police and fire departments that had two centuries of tradition that Menino felt needed discussion and updates.

He discusses reform and change in dealing with the evolution in health care, while caring for the poor of Boston.  Real estate is very valuable in certain parts of Boston and the wheeling/dealing insights are fascinating.  He even discusses the then controversial topic of what Boston should or should not do to keep the New England Patriots and their financially well set owners content to stay.

This is a self made man – he entered the University of Massachusetts to begin to earn his college degree the same year as his 18 year old daughter.

_____________________________________________________________

I enjoy only a limited number of books about politicians and public service, as too many tend to glorify the author or person described.  This book seems to tell it pretty much like it was – at times down and dirty, and at other times everyone working together, like the city did after the 2013 Boston Marathon bombing.

I have not lived in Boston since the 1970s and am not naive enough to think Thomas Menino was a perfect mayor.  It does seem like he was what a new Boston and a new America needed at the time – someone who cared more about the citizens than himself.

 

I READ AND REVIEWED THIS BOOK IN LATE SEPT/EARLY OCT 2014. IT WAS VERY SAD TO LEARN THAT MAYOR MENINO PASSED AWAY ON 10/30/14. SEE THIS LINK FOR OTHERS WHO COMMENTED ON HIS LIFE http://boston.cbslocal.com/2014/10/30/local-leaders-remember-mayor-tom-menino/

HIGHLY RECOMMENDED

 John Hogan

John J. Hogan CHA CMHS CHE CHO and Kathleen Hogan MBA CHO are the co-founders of HospitalityEducators.com, which was created in 2010 to be a resource for hotel owners and professionals as they sought to improve market share, occupancy, operational efficiency and profitability.

The husband and wife team are transitioning the original membership site concept and evolving the business model today to a focused resource offering consulting, training, and individualized support to both hospitality and other service businesses.   Services include keynote addresses workshops, online support, metrics measurement, marketing and customer service from a group of more than a dozen experienced professionals.   While continuing to serve hospitality, the demand for these types of services is growing and can be personalized.

John Hogan is also the principal ofHoganHospitality.com, which provides a range of expert professional services for hotel owners, including professional development for organizations, training, consulting and expert witness services.

Contact information:  Kathleen Hogan  480-436-0283, John Hogan 602-799-5375 or  service@hospitalityeducators.com

Keynotes: 

• It’s the Size of Your Idea,  Not the Size of Your Budget
• 15 Timeless Philosophies in Leadership and Hospitality
• Becoming a Class of One
• Where is Your Desk? 
• THE Service Code
• From the Chalkboard to the Front Line –  What They Don’t Teach You at Hotel School  
• Understanding Brands  Maximizing the Equity in All of Your Hospitality Brands
• Russell Rules – Teams Win 
• Pilgrims to Pioneer

Workshops Available: 

•  Lessons From the Field:   A Common Sense Approach to Effective Hotel Sales 
• A to Z Steps to Profits
• 45 Proven Ways to Succeed in Hospitality in Any Economy
• Hotel Sales Action Steps to Succeed – Anytime, Anywhere 
• 10 Hotel Mistakes to Avoid in Selling 

Dr. John Hogan

Hogan Hospitality

Hospitality Educators

The Rules of Management | Recommended Reading by HospitalityEducators.com

by Richard Templar

A Great Resource for the Rising Professional and Mid-Level Manager of Today!
I hope readers of this review will not take my title to mean this is only for the rising professional- it can be a great refresher for any level of manager, but I find it to be a top notch resource for those who are on their way up.

A recap
* 227 pages , divided into two main sections:

1 – Managing Your Team and

2- Managing Yourself

* 106 “rules” dealing with hiring, motivating, disciplining, training, coaching and all that a manager should be doing regularly
* “Words of Wisdom” at the end of each of the two pages of “rules” that has a reflective quote or observation

I could expand my comments but I have discovered that brevity sometimes hits the mark better. This is a 5 Star Rating recommendation and its direct and to the point messages are well crafted and of real value.

As always, comments and feedback are welcome

John Hogan, CHA CHE
HospitalityEducators
HoganHospitality

 

John J. Hogan CHA CMHS CHE CHO and

Kathleen Hogan MBA CHO are the co-founders of  HospitalityEducators.com, which was created in 2010 to be a resource for hotel owners and professionals as they sought to improve market share, occupancy, operational efficiency and profitability.

The husband and wife team are transitioning the original membership site concept and evolving the business model today to a focused resource offering consulting, training, and individualized support to both hospitality and other service businesses.   Services include keynote addresses workshops, online support, metrics measurement, marketing and customer service from a group of more than a dozen experienced professionals.   While continuing to serve hospitality, the demand for these types of services is growing and can be personalized.

John Hogan is also the principal of HoganHospitality.com, which provides a range of expert professional services for hotel owners, including professional development for organizations, training, consulting and expert witness services.

 

 

Contact information:  Kathleen Hogan  480-436-0283,

John Hogan

602-799-5375 or service@hospitalityeducators.com

Workshops Available: 

 

Becoming a Class of One

Focus:

• Hotel Profitability
• Hotel Sales and Marketing
• Hotel Guest Services
• Hotel Operations and Business Strategies

Contact Dr. John Hogan for more information.

“Adequate” is a very ordinary word and too many hospitality businesses accept their performance and results as adequate, rather than exceptional.  This keynote  examines key hospitality businesses that were able to transcend the ordinary and became known as industry leaders in their own “class”.

Recommended Reading from HospitalityEducators.com| Will there be Donuts?: Better Business One Meeting at a Time

 

 

This is a different kind of title for me to use “An unusual book with some solid messages……..”, but this is a different kind of book.

It is authored by David Pearl,a UK based business consultant, who seems to understand meetings. He has a solid background and his intent is sharing ways to avoid having to attend more of those horrible group activities (called meetings) that are so often disorganized, held without real purpose and providing any tangible results for anyone except the ego of select people who called the meeting.

The book has 5 sections and the first 2 sections discuss “nearly meeting” and “really meeting” in the 1st 60 pages.

Section 3 dissects the “anatomy of meeting” and I found this to be to the point and helpful for people who are looking to better organize themselves and the team.

The next 58 pages in section 4 discusses and critiques the 7 kinds of meetings, which is easy to read and offers some good points. The last 20 pages of “Meeting Mischief” is mis-titled – it really has the solutions needed by most of us.

`Will There Be Donuts?’ is a “cute’ title, but I found a few too many “cute” sayings (hey everyone, i just saw a mammoth- p.168 & repeated over and over, a Harry meeting Sally, etc).

The author does communicate some solid ideas of the who, how, why, what and when of meetings.

This is worth reading.

John J. Hogan CHA CHMS CHE CHO
Hospitality Educators
Hogan Hospitality

 

John J. Hogan CHA CMHS CHE CHO and Kathleen Hogan MBA CHO are the co-founders of  HospitalityEducators.com, which was created in 2010 to be a resource for hotel owners and professionals as they sought to improve market share, occupancy, operational efficiency and profitability.  The husband and wife team are transitioning the original membership site concept and evolving the business model today to a focused resource offering consulting, training, and individualized support to both hospitality and other service businesses.   Services include keynote addresses workshops, online support, metrics measurement, marketing and customer service from a group of more than a dozen experienced professionals.   While continuing to serve hospitality, the demand for these types of services is growing and can be personalized.

John Hogan is also the principal of HoganHospitality.com, which provides a range of expert professional services for hotel owners, including professional development for organizations, training, consulting and expert witness services.

Contact information:  Kathleen Hogan  480-436-0283, John Hogan 602-799-5375 or  service@hospitalityeducators.com

Workshops Available: 

 Lessons From the Field:   A Common Sense Approach to Effective Hotel Sales 

A to Z Steps to Profits

45 Proven Ways to Succeed in Hospitality in Any Economy

Hotel Sales Action Steps to Succeed – Anytime, Anywhere 

10 Hotel Mistakes to Avoid in Selling 

 

 

Recommended Reading from Hospitality Educators | Nothing Changes Until You Do: A Guide to Self-Compassion and Getting Out of Your Own Way

Good lessons – recommended reading over a two week period, with small tastes and taking time to sink in. 

 

This book is a series of contrasts.

The contrasts are an evolution of time and are generally positive and to the point.I am not familiar with the career of Mike Robbins as a ballplayer, but it can be interesting to see the world from a different profession than our own.  Some can say that most readers don’t really care about his ego and success in baseball, yet we all care about our life story and that is what we know about.The author’s writings style uses an easy to read format and the chapters are short and bite sized. This is a book from Hay House publishing and one can see the values and approach that many of their authors use.

 

In particular, I like the following chapters
• Chapter one – focus on what really matters
• Chapter six – ask for help
• Chapter seven – don’t get caught in the trap of comparison
• Chapter 10 – don’t take yourself too seriously
• Chapter 13 – give yourself permission to make mistakes
• Chapter 17 – remember that it’s not the circumstances, it’s you
• Chapter 18 – appreciate people
• Chapter 20 – give yourself permission to cry
• Chapter 24 – practice gratitude
• Chapter 27 – remember that your much more than what you do
• Chapter 31 – be easily amazed
• Chapter 37 – focus on what you can control
• Chapter 40 – live like you’re going to die (because you are someday)

I read two books a week, with one novel and one for something to expand my mind in a different direction. I doubt if there is much information in this book that many of us have not been exposed to previously, yet we all realize that we must keep repeating the lessons that are hard for us to learn if we are to gain from their strength.

This is a good book and a recommended reading over a two week period, with small tastes and taking time to sink in.

Dr. John Hogan, CHA CHMS CHE CHO
HospitalityEducators
Hogan Hospitality

Success does not come by accident or chance.

Contact us for assistance.

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

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

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

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

---

 

John Hogan is a successful hospitality executive, educator, author and consultant 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

Expert professional services for hotel owners.

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

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

Insightful – this makes one think Way of the Peaceful Warrior: A Book That Changes Lives This is not a new book, and there are literally 100s of reviews so there is not a need to try to be all revealing in an assessment of the plot or flow of the book. This book is exceptional for us when we find ourselves in a place when we need to renew our focus and direction. For example, p 104 has a dialogue about overhauling ourselves. It identifies that we are a “tangled mass of twisted circuits and outmoded programs…..” In these days of information overload (and much of it of questionable value) , that assessment has merit – IF we stop to think about where we are in life individually. The movie (which included one of Nick Nolte’s best performances ever) was good, but the details in the book are much deeper and allow the reader to pay attention to the feelings and discussions in our own head. Page 166 shares a fable about two monks on a journey. In less than one page, there is a lesson about what causes so many of us unnecessary trouble – A LACK OF FOCUS. The lesson is to keep our attention in the present moment – this does not mean to stop planning ahead, but to focus on the NOW in order to reach our goals. Well done! Highly recommended Dr. John Hogan CHA CHE CHO Hospitality Educators Hogan Hospitality

Success does not come by accident or chance.

Contact us for assistance.

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

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

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

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

---

 John Hogan is a successful hospitality executive, educator, author and consultant.

 

He is available as a keynote speaker and seminar leader and has led more than 4,800 programs in his career at many hospitality industry events and classes. He is CEO and Co-Founder of HospitalityEducators.com , which delivers focused and affordable counsel in solving specific challenges facing hospitality today. HospitalityEducators.com   offers a wide range of information, forms, best practices and ideas designed to help individual hoteliers and hospitality businesses improve their market penetration, deliver service excellence and increase their profitability.

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

Recommended Reading| Business Succession Planning For Dummies

 Business Succession Planning For Dummies

by Arnold Dahlke            A solid planning resource for Succession Planning,  

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 much 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 CHA CMHS CHE CHO      HospitalityEducators         Hogan Hospitality

Success does not come by accident or chance.

Contact us for assistance.

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

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

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

Recommended Reading from HospitalityEducators.com| The Leader’s Code: Mission, Character, Service, and Getting the Job Done

			The Leader’s Code: Mission, Character, Service, and Getting the Job Done by Donovan Campbell
Well done!   One of the professional development programs segments we teach in many of our programs is understanding the difference between leaders and managers. While I am in the hospitality and service industry, I have come to realize that every business has the need for both and both management and leadership each have distinctions. The Leader’s Code by Donovan Campbell is an easy to read, 200 page book. Divided into eight segments, this former marine officer in all management consultant addresses where he considers primary distinctions in what makes leadership real. While most businesses understand the term “Mission”, the author defines it as including service, ethics and action. Humility and accepting criticism are the heart of chapter two and a commitment to excellence is the message in chapter three. Kindness is not often discussed in most leadership books, yet Campbell does an excellent job in chapter four describing the need for this for team leaders today. One would expect Discipline to be a trait for leaders, and chapter five contrasts ethics, kindness, and strengths. Chapter six and seven discuss Courage and Wisdom, and he offers logical ways to analyze and develop those two traits. The final chapter discusses the Servant-Leader, which is not easy to understand for many people because today’s fast paced economy and instant gratification tend to give the impression of serving one’s own interests. Each chapter includes reflection, focus questions and a summary that are excellent recaps. This book can be read at one sitting, but I recommend it be done one chapter at a time to allow that message to sink in. I strongly recommend this book by Captain Campbell and I intend to include it in my recommended reading for my professional certification and development classes. Well done! Dr. John Hogan CHA CHE CHO HospitalityEducators Hogan Hospitality Success does not come by accident or chance. Contact us for assistance. John.Hogan@HospitalityEducators.com or 602-799-5375 HospitalityEducators.com was created to help hospitality businesses address problems via a training and information resource site to help you increase your Hotel’s revenue, market share and profitability.  With more than 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 ongoing programs, hospitality services and columns. This year’s writings focus on a variety of topics for hotel owners, managers and professionals including both my “HOW TO” articles, HOSPITALITY CONVERSATIONS™, Lessons from the Field™, Hotel Common Sense™ , THE P-A-R PRINCIPLE™  and Principles for Success. Feel free to share an idea for a column at john.hogan@hospitalityeducators.com   anytime or contact me regarding consulting, customized workshops, speaking engagements … And remember – we all need a regular dose of common sense,   John Hogan is a successful hospitality executive, educator, author and consultant 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.

Identity: Your Passport to Success | Recommended Reading from HospitalityEducators.com

Identity: Your Passport to Success

It cannot be easy to find a novel way to write yet another book on self-branding of the individual, but I find that Stedman Graham has found his unique approaches and messages on ways to develop the success to be found in each of us.

With a foreword by John Maxwell and an afterword by Stephen Covey, one has reason to believe that the content between the two has substance and Graham hits the mark.

Using his Nine-Step Success Process, Graham uses interesting and believable examples of his own life on he addressed stereotype cause and effect situations. He offers discussion and reason for thought on how we develop values as the base and center of our identity, as we feel it should be, not as others say it should be.

There are Questions to Consider at the end of chapters, and nuggets of inspiration in shaded boxes throughout.

I find Stedman Graham to be an excellent and precise writer – he gets to the point of his message clearly and with just enough background.

I also consider him to be a strong believer in what seems to be on the verge of extinction – the quality and competency of “thinking.” He offers the proposition that we need to challenge the premise of traditional learning, where we learn to be a worker who finds a job and completes the assigned work. His dramatic point is the observation that so many of us program ourselves (or allow up others to program us) to do the same thing over and over and over again. Is it any wonder that so many people change jobs? Do we really all want to do and accomplish the absolute minimum to get by?

Graham’s nine steps start with the premise of the book title – identity. He states it is essential to be honest with one’s self and he includes inspirational stories by a number of well-known names who hit the mark in their journeys and give us reason to think more about ours.

Graham makes the point that we really only have ourselves to blame if we miss the real hidden identity, resources and purpose that we all have hidden under the surface

Read this short book – find your true identity.

Dr. John Hogan CHE CHA CMHS
Hospitality Educators
Hogan Hospitality

______________________________________________________

Success does not come by accident or chance.

Contact us for assistance.

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

HospitalityEducators.com was created to help hospitality businesses address problems via a training and information resource site to help you increase your Hotel’s revenue, market share and profitability.  With more than 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.