Recommended Reading/Viewing from John J Hogan|Stories Of The Women and Men Lost On September 11

By John Hogan, CHA CMHS CHE CHO
September 10, 2015

2001-2015 = 14 years of memories, lessons learned and values appreciated

9-11 marked the first time the USA had been successfully attacked on its own soil in an undeclared war by terrorists and it changed the country forever in many ways. Innocent civilians of all religions, professions, ages and activities were affected in ways not imagined before.

I was with a  major hotel company on that day and my team and I were delivering a workshop out of state. The 100% closing of all airports nationwide, of some roads, and of many government and business centers was an eerie sensation for the week that followed.

In the years since that day, on those times when I am interacting with groups and others on September 11th, I make sure we take that moment of silence to remember and reflect.

I encourage you to watch the following You Tube and then read the short recap of real people’s lives that follow.

When the World Stopped Turning: A 9/11 tribute

Remember and Reflect

While this blog first was published last year,  the lessons we learned from each other and about inner strengths are worth another look.

American Lives: The Stories Of The Men And Women Lost On September 11

I have had this book for several years now – I found it at a used book sale. I almost passed it by, but was genuinely moved by the collection of personal stories complied by the staff of Newsday and the Tribune Company.   If you choose to pass on the book, I understand – it is not easy to keep returning to such a memory, but I strongly recommend you read the brief collection of thoughts below.

This is a mini-biography of some of the women and men who lost their lives on that day.  Some of what really moved me were the titles in the stories.  You will understand without even reading the full story:

  • Robert, there’s another plane coming
  • Dad, I gotta go. There’s smoke in here now
  • Take care of my kids
  • She still lives in his dreams
  • She opened up his world
  • A recovered ring completes a circle of life
  • He made every day a party
  • That day, she learned she was pregnant
  • After 20 years, they still held hands
  • A hero by any definition
  • He ignored his own order to flee
  • Firefighting was all he talked about
  • He dreamed of a school for autistic kids
  • She beat Hodgkin’s and eased others pains
  • Her family’s first college graduate
  • Death in a place of prayer
  • They knew what was important
  • She kept going back in
  • A rescuer who wouldn’t be stopped
  • A coach who brought out kid’s potential
  • Her husband watched her disappear
  • She tried to block the cockpit
  • The man who said “let’s roll”
  • He stayed to check on an elderly colleague
  • A cool army vet who helped others evacuate
  • He saved his wife, but not himself
  • A son is born as a father is mourned
  • and probably 200 more headings and stories

The book is only 200 pages in a slightly oversize format.  The five sections are to the point:

Little Brother, You’re MVP in our hearts, and as sub-sections includes
1. last phone calls
2. love stories
3. FDNY and
4. lost promises

The first into heaven
5. they died together
6. rescuers
7. mothers, fathers, sisters, brothers
8. on the planes

A Husband is Missing No More
9. High Finance
10. New Americans
11. In the Pentagon

A Man of Unusual Disposition
12. free spirits
13. tower people
14. legacies

The List of the Lost
World Trade Center Occupants
Pentagon
Emergency/Rescue Personnel
American Airline Flight #11 -WTC North Tower
United Airliners Flight #175 -WTC South Tower
American Airlines Flight # 77 – Pentagon
United Airlines Flight #93 – Pennsylvania

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.   This site can help you solve your problems now!      Read More 

  Success does not come by accident or chance.

Contact us for assistance – John.Hogan@HospitalityEducators.com or 602-799-5375

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WHAT’S THE PROBLEM™ with hospitality training today? A question from HospitalityEducators.com

WHAT’S THE PROBLEM™ with hospitality training today? A question from HospitalityEducators.com

A survey from the American Society of Training and Development several years ago found four top attributes or qualifications employers stated they wanted their associates to have:

  1. the ability to learn
  2. the ability to listen and effectively communicate information
  3. innovative problem-solving skills
  4. the knowledge on how to get things done

While this was a survey subject to changes in values and perspectives, these four qualities certainly have substance in today’ s hospitality world remain intact.

How do you as a manager match up to the list? What about the associates who report to you?

  1. Does your hotel, restaurant, club, spa or store provide the incentive for learning?
  2. Does your hospitality business develop active listening skills? How do you measure effective communication to guests? Among staff?
  3. How do approach problems? While it is tactful to call problems “challenges”, resolving situations to the delight of guests is a real issue.
  4. As in innovative problem-solving, knowing “how” to address situations is essential. Does you staff know how to handle overbooked nights? Or unacceptable entrees? Or noise complaints? Or issues about pricing? The list can be long.

We can help.

WHAT’S THE PROBLEM™? @ www.HospitalityEducators.com  addresses specific hospitality problems.  It  features specific problems submitted by members and readers or identified from HospitalityEducators.com associates’ consulting.  The problem will be stated in industry terms and there will be at least one potential solution discussed. WHAT’S THE PROBLEM™?  Is open to visitors and members.

The key to success here is training, associate engagement and management that cares enough to take the additional step to listen and learn on their own.

Dr. John Hogan interacting with program attendees

John J Hogan CHA CMHS CHE CHE working with clients @ Fairmont Copley Plaza, Boston MA 

Feel free to share an idea for a column at john@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 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. Individuals wishing to contribute materials may send them Kathleen@HospitalityEducators.com

Dr. John Hogan, CHE CHA CMHS CHO         United States – Phoenix,

Phone: 602-799-5375
www.hoganhospitality.com/

What does it mean to “do right” ? Ask Mark Twain


images
What does it mean to “do right” ?

Mark Twain was the Will Rogers or Jon Stewart of his time.  He was both witty and sarcastic in much of his writing, yet he almost always made one smile.

This framed quote by Twain was one of two personal items kept on the desk of Harry S. Truman, the 33rd US President.  Truman, we recall, had never sought the office and he was pressured into accepting the Vice President spot in 1944.   Unlike today when literally dozens of candidates work for years to even gain a nomination, Truman became an unintentional President.

If you were to read David McCullough’s Pulitzer winning book called simply TRUMAN, you would see that this individual had to deal with literally dozens of issues of the times. Segregation, McCarthyism, the Iron Curtain, the war in Korea, the recognition of Israel, the approval of the United Nations and much more were just some of the controversies he faced. Congress was just as disruptive or partisan as today, or perhaps even more so.

Truman’s approval rating when he left office was near the lowest recorded, yet 50 years later, he is now acknowledged as one of the greatest Presidents. (see footnotes)

What does it mean to “do right” to you? 

In business or politics, there is usually an instinct that is founded on values.  Many of us tend to mistrust politicians, as too many of them have proven to be self serving.

Do the business practices of some airlines seem as ethical as others?    Why have so many of them been forced into bankruptcy when others prosper?

Do the business practices of some retailers, hotel companies, phone or cable companies meet the Twain quote?   You must decide on them, as well as for our own businesses.

Truman may or may not have been appreciated in his career, but his legacy remains intact and actually stronger.

How do we want to be remembered? What are we doing about it to make that happen?

 

John J Hogan CHA CMHS CHE CHO

HospitalityEducators.com
Hogan Hospitality  

Success does not come by accident or chance.

Contact us for assistance.


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,

John Hogan 602-799-5375 or service@hospitalityeducators.com

Workshops Available include: 

From the Chalkboard to the Front Line

What They Don’t Teach You at Hotel School

Focus:

  • Hotel Profitability
  • Hotel Sales
  • Marketing Ideas
  • Hotel Operations

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.

 Click    here   for Keynotes and Workshops Available 

 

footnotes

A Message from J.K. Rowling on Believing

 

what they dont teach u in school

While much of the industry is experiencing very strong performance, there are properties across the nation that are struggling.  We receive emails, calls and inquiries from hotel owners, new managers, sales staff and others who feel they are ready to give up.

There is not a single answer to these people and we try to assist them in finding the solutions to their situations.

The Huffington Post  in early May  shared what they titled “an Incredible Message For Anyone Who ‘Wants To Finally Give Up’ from author J.K. Rowling

 “Happiness can be found even in the darkest of times, when one only remembers to turn on the light.”

Rowling, who we may recall, had a very challenging life before her success with  the Harry Potter series and this quote from one of her characters is something we all can understand.   In a Twitter response to answer a question posed by one of her fans, she responded in photos to someone who has “failed to find meaning.”

The author’s multi-tweet reply was magical and included this

. I would say: look at this.Embedded image permalinkhttp://twitter.com/jk_rowling/status/595148385482612736/photo/1

Hotels in particular are both very capital intensive and labor intensive.  They need constant attention and can lead to what Rowling called “finding meaning” IF we plan to succeed and keep trying.

Keep believing, planning, adjusting and the success will be there.

Who can argue with Harry Potter?

Success does not come by accident or chance.

Contact us for assistance.

Hospitality.jpg

Kathleen Hogan Ireland Sept 2013John 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.

John Hogan Sept 2013DSCN0215

 

 

Contact information:  Kathleen Hogan  480-436-0283,

John Hogan

602-799-5375 or service@hospitalityeducators.com

Workshops Available: 

Workshops Available: 

From the Chalkboard to the Front Line

What They Don’t Teach You at Hotel School

Focus:

  • Hotel Profitability
  • Hotel Sales
  • Marketing Ideas
  • Hotel Operations

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.

Contact John Hogan for more information.

 

 

Great Motivational Quotes | Thoughts from HospitalityEducators.com

There are times when we all need to take a moment to step back, catch our breath and “listen” to the words of others who can inspire or motivate us.

Here are ten quotes that will take less than ninety seconds to read.

Listen. Read. Think. Pause.

____________________________________________

Success does not come by accident or chance.

Contact us for assistance

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

www.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.

KEYS TO SUCCESSis the umbrella title for my 2015 programs, hospitality services and columns. This year’s writings focus on a variety of topics for hotel owners, managers and professionalsincluding 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.

Oct 2010 Dr. John Hogan CHA CHE  027

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

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.

Consulting Expertise and Research Interest

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

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.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 the Hotel Owner, Innkeeper, Manager and Hospitality Industry Associations

CONTACT

John Hogan, CHE CHA CMHS CHO

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

www.hoganhospitality.com / Email: john@hoganhospitality.com

http://www.linkedin.com/in/drjohnhoganchache

Hotel staffs can have fun while training, too! A tip of the hat to Southwest Airlines, and insights from Hospitality Educators.com

Some people tend to think of training  at times as dry, repetitive and unimaginative.  While positive messages do need reinforcement,  the well known culture of Southwest Airlines proves that one should not lose sight of enjoying their work.

In several of our blended learning training programs, we use You Tube shorts as reminders of what can be done with a fairly small budget.

The example below shows the Crowne Plaza Hotel at the airport in Providence RI sharing their appreciation of one of their biggest clients.  While the video does not show “training” in it’s traditional classroom setting, the enthusiasm and shared values of the entire staff is displayed in ways by literally dozens of people in all departments.

Thank you for the influence, Southwest, and well done, RI Crowne Plaza!

 

John J. Hogan   CHA CHMS CHE CHO

Hospitality Educators                 Hogan Hospitality

 

Hospitality.jpg

Kathleen Hogan Jan 2013 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.Dr. John Hogan CHA CHE CHMS CHO

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

Keynotes: 

Workshops Available: 

 

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

Menino

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

Hospitality.jpg

HE.COM RADIO SHOW MAR 2011 100_0777John 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: 

Workshops Available: 

Dr. John Hogan

Hogan Hospitality

Hospitality Educators

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