HospitalityEducators.com presents: What’s The Problem™? How to deliver consistent service excellence in changing markets

What’s The Problem™?

How to deliver consistent service excellence in changing markets

Discover the secrets of world-class leadership!

 

For more insights and specifics, see The Solution Is™  on this topic @ HospitalityEducators.com

The secrets of world class hospitality service

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.

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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.

HospitalityEducators.com: Recommended Reading 22 Ways to Become a Service Superstar

Recommended Reading

We are delighted to feature a book from HospitalityEducators.com Guest Columnist ,                                                   Dr. Bryan K. Williams, D.M.

Engaging Service : 22 Ways to Become a Service Superstar

The first thing one notices about this 100 page book is an insert in the front cover, titled     “ Engage Me ™ , The Voice of your customer”   The insert has six stanzas that all address the need for people in the service delivery field to appreciate and understand the value of customers.

This is a short book and it is arranged in an easy-to-follow format.

For example:  The Goal is to build pride in service and an early entry (Page 5) includes a SPQ (Service Professional Quotient) action plan

At first glance, the author seems to list his Seven Principles to Fully Engage Your Customers in several places. When the reader proceeds just a bit, one realizes the repetition is used to reinforce what the author considers the foundation of delivering successful service

  • Page 28 offers Suggested Service Standards
  • Page 40 outlines a Service SWOT analysis
  • Page 70 includes Steps to Finding Service Talents
  • Page 87 introduces the author’s Double Platinum™ Rule, which I will not reveal here – you will  need to read the book to find our his Universal Service Rules
  • Page 104 highlights the author’s commitment to the principles of the Baldridge Quality framework : Approach, Deployment, Learning and Integration

The 22 Ways mentioned in the sub-title refer to the first 22 articles or columns Williams wrote.  The book is available @  http://www.bwenterprise.net/

Dr. Bryan Williams is a consultant, trainer, and author, who focuses on the areas of service excellence and organizational effectiveness. His stated passion is “to serve others so they may better serve the world”.

Prior to forming his own company http://www.bwenterprise.net/ , Bryan worked with the world-renowned Ritz-Carlton Hotel Company, LLC for almost 10 years. He served as Global Corporate Director of Training & Organizational Effectiveness, assisted with global training strategy for the company and The Ritz-Carlton Leadership Center. He is thoroughly committed to sharing the concept of “service excellence” and has worked with over 100 organizations in a range of industries ranging from Healthcare to Real Estate to Luxury Hotels/Restaurants.

As always, feedback or comments are welcome

Dr. John J Hogan, CHA CHE CMHS
HospitalityEducators
HoganHospitality

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.

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.

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

Consider this list of the World’s Top 20 Business Hotels

We all sometimes need to step back from our own operations and examine other properties that have been recognized as “the best in show.”

Readers of travel magazine Travel + Leisure ranked hotels on a list of services and amenities to come up with their 20 top business hotels, part of the publication’s annual World’s Best survey.

Hotels that combine service, technology and comfort have topped a list of the world’s best business hotels with the winners offering their guests those added extras that can make all the difference to a trip.

Some offered free Internet access and a 24-hour business centre, some had rooftop pools, while one had an award-winning Gordon Ramsay restaurant. Free parking was also a plus.

Boston’s The Eliot had touch-screen monitors for guests to order room service and print boarding passes. The Peninsula Hong Kong transported one guest in a Rolls Royce and treated her to tea upon arrival.

  • 1.      Palacio Duhau-Park Hyatt, Buenos Aires
  • 2.      Shangri-La’s Far Eastern Plaza Hotel, Taipei
  • 3.      St. Regis, Shanghai
  • 4.      XV Beacon, Boston
  • 5.      Four Seasons Hotel, Hong Kong
  • 6.      The London West Hollywood, West Hollywood
  • 7.      Eliot Hotel, Boston
  • 8.      Rosewood Mansion on Turtle Creek, Dallas
  • 9.      Sofitel Shanghai Jin Jiang Oriental Pudong, Shangai
  • 10.  Mandarin Oriental, Hong Kong
  • 11.  Peninsula Hong Kong, Hong Kong
  • 12.  Pudong Shangri-La, Shanghai
  • 13.  Omni Mandalay Hotel at Las Colinas, Dallas
  • 14.  Intercontinental Buckhead, Atlanta
  • 15.  St Regis, Beijing
  • 16.  Peninsula Beverly Hills, Beverly Hills
  • 17.  Mandarin Oriental, New York
  • 18.  Conrad Centennial, Singapore
  • 19.  Four Seasons Hotel, Buenos Aires
  • 20.  Ritz-Carlton Central Park, New York

Source: malaysia.news.yahoo.com

(belinda.goldsmith@reuters.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.

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 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.

This list (http://www.travelandleisure.com/articles/worlds-best-business-h otels-2009/1) is not endorsed by Reuters. :