The Hospitality Industry Needs to Continue to Ramp Up Attention in Government Policies| An Opinion

We need to have increased and better attentiveness to the need for political savvy. 

  1. This does not mean just following the crowd or lobbying only for special interests, but rather a sincere collaborative effort with government.
  2. Regardless of political affiliation or party, government needs to work with the business community leaders to effectively make progress.  Business is used to be working towards specific measurable results, while too many politicians seem to work on getting re-elected.
  3. Genuine collaboration may mean serving on community councils or commissions, which also means the opportunity to have open and ongoing input in the process.  For those of us who have served on some of those commissions, we have been able to influence through logic and sincere dialogue and we have discovered the value of this kind of collaboration.

There have been tremendous improvements in this area of reaching out to elected officials over the past 15 years in the US and Canada, but the need remains and grows.  When one looks at the unbelievable amount of money that is spent on campaigns and the apparent loopholes that are used. we must recognize that is people who care and participate in the process is what we need.

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.

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HospitalityEducators.com recommends an Excellent Resource for Corporate & Professional Trainers

They Snooze, You Lose: The Educator's Guide to Successful Presentations
They Snooze, You Lose: The Educator’s Guide to Successful Presentations
by Lynell Burmark
5.0 out of 5 stars Two Audiences for this Well Written Resource
An Excellent Resource Corporate and Professional trainers may not have to deal with the dozing crowd as often as some classroom environments, but they face the real challenges of both motivating and training individuals of multiple generations in the same groups.

In my career as both an academic (college) and a corporate educator, I have delivered literally thousands of classes and seminars and attended many more. In both the ones I attended or presented, I have always learned “just one more thing” about interacting with attendees with each session.

Lynell Burmark has an interesting and extensive background as primarily an educator has exposed her to many different kinds of students. I find that her overall approaches in this text are well-crafted, with adequate but not too much useless details and trivia.

I believe this book has two potential audiences:
1. Traditional teachers who are trying to avoid the ” snooze” syndrome the title implies. This book offers insights not likely to be picked up at an annual teacher development day.
2. Corporate and Professional trainers and presenters who may not have to deal with the dozing crowd as often, but face the real challenges of both motivating and training individuals of multiple generations in the same groups.

I find this book positions itself with certain positive resources:
1. The 12 chapters flow well and are easy to follow
2. The messages address both the technological and the human side of presentations
3. There are basic training activities in each chapter that will have value by degrees to different people
4. A cautionary message on the dangers of what has been called “Death by PowerPoint”
5. Blending music, stories and images
6. A recap of ten “should-dos”
7. A interactive DVD that includes royalty free musics , bonus sideshows and a general chapter review

We have all heard exceptional and dreadful speakers. While some of this message is basic, the strengths substantially outweigh the limitations!

This is one of the hundreds of resources available to members at www.HospitalityEducators.com

John Hogan
HoganHospitality
HospitalityEducators

The hotel and hospitality industries traditionally face high levels of staff turnover and do little to combat the huge cost in recruitment/training dollars, in guest satisfaction and in profitability.  This Harvard Business School interview shares the five steps necessary to excel at work

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 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 service of HospitalityEducators.com|The A B Cs of A Glossary of Sustainability and Green Hotel Terms and Phrases

Sustainability and GREEN HOTELS have an evolving language of terms and phrases that are not always immediately understood.   This introductory piece includes the A B Cs.  The full Glossary of Sustainability and Green Hotel Terms and Phrases is available at www.HospitalityEducators.com

  • Abatement      Reducing the degree or intensity of, or eliminating pollution.
  • Acid            A corrosive solution with a pH balance less than 7.
  • Accountability   Being Responsible for one’s actions.
  • Allergen     A Substance capable of causing an allergic reaction because of an individual’s sensitivity to that substance.
  • Alternative Energy Renewable energy sources, such as biomass, small hydro, solar, wind, geothermal, tidal energy and photovoltaic conversion systems.It excludes fossil fuels.

B

  • Bio-Based Material        “Bio” is greek for life. Bio-based materials refer to a products manin constituent consisting of substance(s) originally derived from living organisms. These substance may be natural or synthezied organic compounds that exist in nature.
  • Biodegradable   Something that has the ablility to break down and decompose relatively quickly in a natural manner  without causing harm.
  • Biofuel           Fuel produced from renewable resources, especially planl biomass, vegetable oils, and treatedmunicipal and idustrial wastes. Biofuels are considered neutral with respect to the emission of carbondioxide because the carbon dioxide given off by burning them is balanced by the carbon dioxideabsorbed by the plants that are grown to produce them. The use of biofuels as an addivive to petroleum-based fuels can also result in cleaner burning with the less emission of carbon monoxide andparticulates
  • Biomass
    1. Ecology : the amount of living matter in a given habitat, expressed either as the weight of organisms
    per unit are or as the volume of organisms per unit volume of habitat.
    2. Energy: organic matter, like plant matter, that can be converted to fuel and is therefor regarded as a potential energy source.
  • Bulk Soap and Amenities          Soap, shampoo, conditioner, and lotion provided from a bulk dispenser rather than in individualpackages, This approch saves time and money for the loading properlty and natural resources andlandfill contributions by cutting down on the pacaging.
  • Bioaccumulation   The accumulation of higher and higher concentrations of potentially toxic chemicals in individualorganisms. It occurs in the case of chemicals that are ingested but cannot be broken down or excreted. Biomagnification is the bioaccumulation occurring through several levels of a food chain.
  • Bio-magnification   Similar to bioaccumulation with the distinction being that bioaccumulation occurs within a food chain(trophic level) and bio-magnification is the same process across different trophic levels.
  • Bio-diesel    A renewable fuel produced by a chemical reaction of alcohol and vegetable (or animal) oils, fats orgreases. Through a refinery process called transesterification, the reaction removes the glycerin, a byproduct
    that can harm the engines. The resulting biodiesel can be used in any normal petrodieselengine, in pure form or in different blends.
  • Biodiversity    Biodiversity embraces the variety of genes, species and ecosystems that constitute life on Earth. Many believe that we are currently witnessing a steady loss of biodiversity, with profound consequences forthe natural world and for human well being.

C

  • Carbon Dioxide (Co2)   A heavy, odorless, colorless, deadly gas present in the air. It is exhaled by animals and utilized by plants during photosynthesis. Additional carbon dioxide is created by the combustion of fossil fuels or vegetable matter, among other chemical process. It is an important greenhouse gas because of its ability to absorb infrared sun rays.
  • Carbon footprint   The amount of carbon damage you personally do to the planet.
  • Compostable Disposables    Sometimes the use of disposable service items can’t be avoided. In those cases we want to give credit to the properties that choose disposable items, like paper napkins and corn-based plastic, which are biodegradable.
  • Composting         The act or process of preserving and renewing though careful management the environment and of natural resources resulting in their highest economic, social or health benefits.
  • Conservation    The act or process of preserving and renewing though careful management the environment and of natural resources resulting in their highest economic, social or health benefits.
  • Conventional Power      Power produced from non-renewable fuels like coal, oil, nuclear and gas that are commonly used by humans today.
  • Cotton Towels and Linens        Cotton products don’t add VOCs to the air, thus helping air quality in guestrooms where they are used.Towels and linens that are a blend of cotton and synthetic fabrics aren’t sustainable because of their reliance of petrochemicals. Organic cotton is even better because of their non-use of petrochemicals.
  • CSR (Corporate Social Responsibility)      The continuing commitment by business to behave ethically and contribute to economic development while improving the quality of life of the workforce and their families as well as of the local community, society, and the environment at large.
  • Carbon Credits    Certificates that represent a reduction of greenhouse gases in the atmosphere. Projects that prevent the generation of greenhouse gases or remove greenhouse gases from the atmosphere earn these credits,which can in turn then be “sold” to other businesses and individuals to “offset” the emissions they generate. One carbon credit is the equivalent to a saving of one tonne of carbon dioxide (CO2).
  • Catalyst      A substance that increases the rate of a chemical reaction, but which is left unchanged by the reaction.
  • Clean Production     Designing products and using manufacturing processes in harmony with natural ecological cycles. It claims to eliminate toxic wastes and inputs and promotes the sustainable use of renewable energy and materials.
  • Climate Change     The study of the variation in the Earth’s climate over a period of time. The changes can be due to the earth itself, forces outside the earth, or as is known more recently, by human (anthropogenic) activity.
  • Climate Neutral
    The process of reducing and offsetting carbon emissions by an entity (human, business, naturally occurring) with activities that reduce, sequester, or offset carbon output sources. Offsetting refers to the process of purchasing carbon credits.
  • Closed Loop Supply Chain   This is when a supply chain process completely reuses, recycles or composts all material used. A supply chain is the system of organizations, people, activities, information and resources involved in moving a product or service from supplier to customer.
  • Cogeneration       The production of electrical and thermal energy simultaneously from the same fuel source. This could be the surplus heat energy from an electrical plant being used to heat water or used as a fuel for any other purpose.
  • Cradle to Cradle  Term made popular by William McDonough & Michael Braungart that maps out production techniques that are essentially waste free. In cradle to cradle production all material inputs and outputs are seen either as technical or biological nutrients. Technical nutrients can be recycled or reused with no loss of quality and biological nutrients composted or consumed.
  • Concentrate    A product that must be substantially diluted with water to form the appropriate solution for use.
  • Cost-Effective   Producing positive results in proportion to the expenditure of resources (e.g., time, money, materials,etc.) and having a return on investment period less than or equal to three years.

Please share your thoughts on this or other topics. As always, comments and feedback are welcome.

John J Hogan, CHA CHE CMHS   Hotelier, Speaker, Educator, Columnist

Mobile 602-799-5375  john.hogan@hospitalityeducators.com

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

Co-Founder of www.HospitalityEducators.com A membership information site committed to making YOUR HOTEL MORE PROFITABLE!

HospitalityEducators.com has become the #1 website for independent hotel owners and managers, with more than 600 resources available to members.

2011 Keys to Success Programs are results driven sessions, aimed at building competitive advantage. Details can be found at both sites.

Program # 2 Step by Step Operational Solutions – Making the Correct Decisions (Keynote)

Program # 10 How to Stop Your Profit Drain (Interactive Workshop)

These sessions were created to encourage middle-level managers and rising professionals the insights to make better decisions in every day hospitality situations.

Observations from HospitalityEducators.com| 10 things to learn from Japan

10 things to learn from Japan

We all recall the catastrophe resulting from the tsunami earlier this year in Japan. We @HospitalityEducators.com found these lessons learned to be inspiring and reason for pause and reflection.

1. THE CALM    Not a single visual of chest-beating or wild grief. Sorrow itself has been elevated.

2. THE DIGNITY    Disciplined queues for water and groceries. Not a rough word or a crude gesture.

3. THE ABILITY    The incredible architects, for instance. Buildings swayed but didn’t fall.

4. THE GRACE    People bought only what they needed for the present, so everybody could get something.

5. THE ORDER    No looting in shops. No honking and no overtaking on the roads. Just understanding.

6. THE SACRIFICE    Fifty workers stayed back to pump sea water in the N-reactors. How will they ever be repaid?

7. THE TENDERNESS    Restaurants cut prices. An unguarded ATM is left alone. The strong cared for the weak.

8. THE TRAINING    The old and the children, everyone knew exactly what to do. And they did just that.

9. THE MEDIA    They showed magnificent restraint in the bulletins. No silly reporters. Only calm reportage.

10. THE CONSCIENCE    When the power went off in a store, people put things back on the shelves and left quietly

Compiled and shared  from Girish Sharma , Unicell Holdings, Inc   Lake Mary, Florida – 32746 USA Tel# 1-407-330-9696. (Ext 103)

Please share your thoughts on this or other topics. As always, comments and feedback are welcome

John J Hogan, Ph.D. CHA CHE CMHS         Mobile 602-799-5375 Hotelier, Speaker, Educator, Columnist

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

 Co-Founder of www.HospitalityEducators.com  A membership information site committed to making YOUR HOTEL MORE PROFITABLE!

HospitalityEducators.com has become the #1 website for independent hotel owners and managers, with more than 600 resources available to members.

2011 Keys to Success Programs are results driven sessions, aimed at building competitive advantage.   Details can be found at both sites.

Program # 2       Step by Step Operational Solutions – Making the Correct Decisions (Keynote)

Program # 10     How to Stop Your Profit Drain (Interactive Workshop)

These sessions were created to encourage middle-level managers and rising professionals the insights to make better decisions in every day hospitality situations.

Questions I Wish You Would Ask Me™ – J R Davis, Producer/Owner Winco Productions, Nashville Tennessee USA

Questions I Wish You Would Ask Me™” includes interviews such as those found in our HOSPITALITY CONVERSATIONS,  and and it also allows industry professional the opportunity to share their perspectives, values and opinions on additional areas and subjects that may not have been part of the planned discussion.  This segment includes a wide range of hospitality professionals from all portions of the industry. We ask participants to answer at least five of the listed nine questions.  Their responses will interest, sometimes amuse and definitely inspire you to consider how YOU might answer.

In this article, we reached out to J R. Davis, Owner and Producer @ Winco Productions in Nashville, Tennessee USA.  JR had an extensive background in hospitality sales and marketing, working with Sheraton and several major properties before he evolved to working with country music entertainers in broadcast media.  As CEO of Winco Productions, he has traveled the world with a number of well-known performers and produced quality shows and recordings.

Winco Productions is a Nashville, Tennessee based award-winning film and video house. Having shot around the world, Winco works closely with the Nashville music industry providing creative television exposure for new and established artists.  The firm has produceed television specials with Charlie Daniels, Eddy Raven, Lee Greenwood, Restless Heart, and scores of others.

Winco’s awards include the 48 Hour Film Project best SiFi, Hollywood DV Film Festival – Best Music Video, and National Videography awards – Best Graphic design.   The Winco Crew has shot in Italy, England, Switzerland, Baghdad, Kuwait, Turkey, Germany, Abaco Islands, Hawaii, Korea and Japan. Winco also visited Holland, Denmark, Switzerland and Amsterdam shooting the travels of artist Billy Yates.

I have personally worked with JR in a hotel and in other projects and his enthusiasm and commitment to everyone’s success is a delight to watch!

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

Ritz – Class – Crazy attention to detail – with guest – Stayed at Marina Del Rey property

  • – Watched two bellmen at front door coordinate in whispers on how to orchestrate opening the car door of a incoming car.
  • Walking through the lobby and having desk clerk address me – by name and telling me that my ride was running a few minutes late – I had never met or seen that desk clerk.

 

2. Name your favorite restaurant and why it is special to you
Morton’s – Everyone treated like a big wig

3. Where do you vacation the most often?
Florida – great memories and many choices

4. What is your favorite charity or cause?
Men of Valor Prison Mentor Program

5. Name your pet service peeve, why and any ideas you may have to address it
Person at the desk asking to wait or simply ignoring as  they finish their “chores” at the desk – The Person in front of you is the most important person

6. Who was the most important mentor in your life and why? H. David Smith – He taught me a true Can Do attitude

7. In the last five years, what has been your most memorable meeting or convention experience and why?
Tom Black Center for Selling – Bank Source meeting – Positive – Motivational  – High Energy

8. What is the one piece of advice you would offer to a graduating student with a hospitality degree?
Master Serving the guest will skill and grace even in the most difficult situations.  I have found that the most difficult client’s with problems – can become your most loyal client – if you master working the problem with skill and grace.

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

J. R. Davis, Owner and Producer @ Winco Productions, Nashville, TN

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

Dr. John Hogan Crowne Plaza Chicago, MeetingsQuest Oct 2010

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

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

Tip #8 from HospitalityEducators.com – Making Your Hotel More Profitable

Tip #8  from HospitalityEducators.com – Making Your Hotel More Profitable

Part of A Baker’s Dozen of Strategies to Make Your Hotel More Profitable
A HospitalityEducators.com Resource Dr. John Hogan, CHE CHA MHS

#8  Always Remember the Value of Preventative Maintenance – Nurture In House Talent

There are many pieces of equipment in hotels, ranging from elevators to copiers, from fire safety equipment to ventilation systems, from kitchen preparation to laundry units, from property management systems to hot water heaters and distribution systems.

In my career, I have seen too many hotel owners and/or management groups mishandle the engineering and maintenance departments. As a consultant, I have seen many groups elect to save on a salary for this area and pay many times over for equipment that should have lasted many years longer IF there had been a plan for in-house and monitored preventative maintenance (PM).

I am not advocating total in-house care and PM. Safety items such as elevators and fire systems should be cared for by licensed and insurance approved vendors. Specialty equipments such as certain technology and communication hardware/software may require specialized service. Many other pieces of hotel equipment can be handled by in house talent IF they are properly trained, licensed if need be and monitored as the PM systems are established and maintained. Guest rooms require regular PM reviews, so minor problems do not evolve into major cost centers of guest complaints. F&B and laundry equipment are usually fundamental in service, but require scheduled
maintenance.

Lighting, refrigerators, floor treatment, pool areas, parking centers and many other guest access areas affect a hotel’s top line and when a piece of equipment goes down needlessly due to inattention, your bottom line is going to be affected in repair costs and lost revenue.
A trained and concerned engineer and support team can reduce the ongoing need to call external service companies for basic equipment repairs. An in-house and attentive engineer can frequently repair many basic problems, for the additional cost of only replacement parts.

The key to success here , though, is the plan for in-house talent and a regularly monitored preventative maintenance program.

Dr. John Hogan CHA CHE working with clients @ Fairmont Copley Plaza, Boston MA Dec 2010

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™- Ed Iannarella, President Stonehenge Consulting Group

Questions I Wish You Would Ask Me™” includes interviews such as those found in our HOSPITALITY CONVERSATIONS,  and and it also allows industry professional the opportunity to share their perspectives, values and opinions on additional areas and subjects that may not have been part of the planned discussion.  This segment includes a wide range of hospitality professionals from all portions of the industry. We ask participants to answer at least five of the listed nine questions.  Their responses will interest, sometimes amuse and definitely inspire you to consider how YOU might answer.

In this article, we reached out to Ed Iannarella, President of the Stonehenge Consulting Group,  an international firm specializing in hotel sales training and consulting. Ed has developed and delivered sales training programs for all types and segments of hotels and resorts in the United States, Mexico, Canada, Aruba, England, and Central and South America. 2011 marks his 31st year in the hospitality sales world.

1. Name your favorite hotel and why it is special to you:
Princess Hotel Zona Rosa in San Salvador, El Salvador during trips in 2000 and 2001.  In what some might consider an impoverished country, there sat a gem of a full service hotel in the exclusive Red Zone (Zona Rosa) section of the capital city. It was magnificent from an FF&E standpoint , but what allowed it to stand apart from the hundreds of hotels I’ve consulted for or stayed at as a paying guest, was simply this: a staff that truly epitomized hospitality. Whether in the fine dining restaurant (and I do mean fine dining in the European tradition) or in a conference room, the service was “non pareil.” Staff members not only assertively, yet politely, recognized and satisfied my needs immediately, but they did so with genuine thankfulness. Their attitude conveyed their gratitude. There was no sense of entitlement or any feeling that their jobs were burdensome. Instead, there was joy in their eyes and on their faces for having the “privilege” to serve all guests. My guess is that pioneers like Kemmons Wilson, J.W. Marriott , or Conrad Hilton would have thought that this hotel really showed what hospitality was meant to be.

2. Name your favorite restaurant and why it is special to you:
Le Bec Fin, Philadelphia, PA. It has, for years, defined culinary excellence and attention to detail. Some might find it a bit too formal, but I was always so impressed by the taste/presentation excellence of all parts of their nine course dinner. Dessert-monger that I am, I once tasted portions of 17 different desserts from their legendary cart.

3. Where do you vacation the most often?:
Ft Myers, FL now since moving here 2 years ago, but in my hay day of  true getaways, Italy was my preference. The country has numerous sub-cultures so you can get lost in the unique and rich traditions of each. The country’s history is staggering, its people are fun loving and can teach us lessons on “la dolce vita,” and the food and wine are beyond description.

5. Name your pet service peeve, why and any ideas you may have to address it:
2 are tied for first place

  • 1) inability to access a human quickly enough by phone (1 solution is that companies should listen to their customers’ input/suggestions via phone surveys, online surveys, etc.), and
  • 2) locating a service agent who actively listens and can verify a customer’s problem/concern before attempting to solve problems (1 solution: better training/re-training/performance tie-in to job security).

6. Who was the most important mentor in your life and why?:
In retrospect, my mother. With a 9th grade education, her actions spoke volumes as she taught me to be kind to people in a world where kindness seems to be dwindling.

7. In the last five years, what has been your most memorable meeting or convention experience and why?:
In 2006, I spoke at a Blackstone convention on the Big Island of Hawaii and it was special for 2 reasons.

  1. I was able to bring my wife, and what’s not to like about Hawaii?
  2. Second, it was the first large convention I was able to work after a 2 year bout with cancer.

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

Ask yourself if you are able to be humble with all types of people, and if the answer is “no” or “not sure,”  then do the hospitality industry AND yourself a favor by considering other careers.

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

Ed Iannarella, President Ed Iannarella Stonehenge Consulting Group 17149 Wrigley Circle Ft. Myers, FL 33908

(w) 239-481-5586
(c) 717-475-4255
(f)  239-482-0420

ed_i@comcast.net

 

Dr. John Hogan Crowne Plaza Chicago, MeetingsQuest Oct 2010

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.