The Need for Clearly Defined and Understood Mission, Values and Principles| Part 1 – Consulting Insights from www.HospitalityEducators.com

The Need for Clearly Defined and Understood Mission, Values and Principles|

Consulting Insights from www.HospitalityEducators.com

The most recent global recession set another wave of ownership changes, lender foreclosures, brand mergers (or disappearances) and the final outcome will not likely settle until mid-2012 when global economies are predicted to be more stable.

In my career as a hotelier and hospitality educator. I have had the opportunity to see many different kinds of business models. As a consultant and workshop leader, I have interacted with literally hundreds (if not thousands) of organizations ranging from Bed & Breakfasts to Conference Centers to huge Convention Centers and hotels, as well as many Convention & Visitors’ Bureaus and regional and national hospitality associations. While almost all have the best intentions, I have come to realize the ones that have the best ongoing track record are the ones who regularly look at themselves on who they, who they serve, why they exist and how they will evolve going forward.

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I have also learned that we sometimes can better view the benefits of using consultants or external resources when we observe their interactions and impact on businesses other than their own.

With that in mind, let me share an example. My daughter and her family enjoy the natural surroundings and ongoing improvements in the Cincinnati Nature Center. When I recently visited them, I noted that the Center’s Newsletter had a very succinct one page recap of their Mission, their values and their Principles.

The Center, founded in the mid 1960s, is considered a “top 10 nature center” in the US, with more than a dozen miles of trails and 1600 acres, serving thousands of members and school children every year. Their mission is to inspire passion for nature and promote environmentally responsible choices through experience, education, and stewardship to ensure a sustainable future.

The Cincinnati Nature Center challenged its Board of Trustees Education Committee to clarify its strategic direction in fall 2009. The new approach placed strong emphasis on the nature center community and on an ethic of mentorship and social influence among three key audiences: CNC adult members, children and school teachers/community mentors.

Online research showed that creating another three-year strategic plan was not enough to move ahead as they were inspired to do. This research showed the Board that they still lacked the clarity of exactly who they serve and where they could be best. The online narratives relate that the Nature Center initially worked on the plan themselves and discovered that the input of qualified outside resources would greatly assist their efforts to both focus on the future while serving people today..

My research stated the outside resource selected began leveraging the good work already completed by the internal group and the ongoing collaborations allowed the Nature Center to drill down into what really mattered to their mission. Together they refined their Strategy Map identifying key goals and priorities, which led to a Balanced Scorecard to keep the team focused on the right activities. The team was then able to focus on what was really important, and align people to take action to intentionally further the organization’s mission. The web site for the outside resource said the work they and the Nature Center did together didn’t fundamentally change the mission of the organization, but that it did transform how effective they are in delivering that mission. The new focus is a constant reminder to the team of their goal to engage members.

I will share the specifics of their Mission, Values and Principles in my next blog, but you can immediately access some of the information mentioned above in their web site. http://www.cincynature.org/

The bottom line message to you is this:

Are you prepared to become a “Top Ten” Player in Your Hospitality Marketplace or are you going to continue to be one of the “other” statistics?

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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 http://www.HospitalityEducators.com, which delivers focused and affordable counsel in solving specific challenges facing hospitality today.

Consulting Expertise and Research Interest

  1. Professional Development for the Organization and the Individual
  2. Customer Service
  3. Making Cultural Diversity Real
  4. Developing Academic Hospitality programs
  5. Medical Lodging Consulting
  6. Sales Management and training
  7. Turn-around and revenue management

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.

http://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.

http://www.HoganHospitality.com

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

CONTACT

John Hogan, CHE CHA CMHS

United States – Phoenix, Phone: 602-799-5375

http://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?

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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