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 it 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.
John J Hogan CHA CMHS CHE CHO
Success does not come by accident or chance.
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John J. Hogan CHA 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,
602-799-5375 or firstname.lastname@example.org
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From the Chalkboard to the Front Line
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There will always be an ongoing debate on the comparative merits of experience versus the knowledge acquired in formal educational settings. The best lessons anyone can learn from hotel schools include an awareness of what really occurs on the front line in the actual hospitality setting. This keynote transitions the academic message to the real world of running a profitable hospitality business.
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