|Harry Nobles & Cheryl Thompson, September 2001
This is not original; I do not know who wrote it. We received it from a colleague, liked it, and wanted to share it.
Professional Decorum. For both effectiveness and legal reasons, never lose your temper, never be anything other than reasoned. Never act in anger. Never use demeaning terms to describe others. Always look and act professional. Make sure that your behavior is assertive – not passive or aggressive.
Ethical Behavior. Never compromise on ethics. Be more than clean, be “squeaky” clean.
Fairness. Deal with others consistently and fairly. Check all the facts, and ask all the “why” questions before making decisions. Pretend 20 people are looking over your shoulder at all times – would they agree that you are fair and consistent?
Clearly Stated Expectations. Don’t beat around the bush. Say what you mean and mean what you say. Always make sure that you understand what is expected of you and that you clearly communicate what you expect of others.
Predictability. Let others know the standards you most care about and don’t waiver in your passion on those issues. Be consistent, focused and keep it simple.
Guest Empathy. See things from the guest perspective, not the staff perspective. Guests are the central driver and the reason we are here. Strive to do everything with a sense of gracious caring and with an intent to improve the level of gracious living for those you encounter – it will make the guest’s experience and your own work experience more rewarding.
Passion for the Purpose/Mission. Ensure that your organization has a mission that transcends profit motive and speaks to the very soul of our country’s heritage, culture and values. It must be a noble purpose, unmatched in America. Be passionate in your support of it.
Value All Others. Create a team of equals, comprised of important people working equally hard to achieve a common goal. Each of us is doing very important work. No one is better than anyone else, and no one should ever be made to feel that they are not important. Create a strong heritage of family relationships. Know and care about employees, their families and their interests. There are things more important than work. Acknowledge that fact.
Lastly, although not one of the “non-negotiable” traits of management, an essential for well-being is to “Take Time to Enjoy the Moment”. Relish every day. Enjoy life’s journey. Seek goodness. Share humor. Smile.
|Also See:||How Important is Service? / Sept 2001|
|Front Desk Service Mistakes / Aug 2001|
|Food & Beverage Mistakes & How to Correct Them / July 2001|
|Bell Staff Mistakes & How to Correct Them / July 2001|
|Attitude vs Aptitude / June 2001|
|Female Business Travelers' Expectations / June 2001|
|Is Outsourcing Your Training a Viable Alternative? / June 2001|
|Unique Identity + Consistent Service = Success / May 2001|
|AAA Standards vs Guests' Expectations / May 2001|
|Are Your Guests Better Informed Than Your Staff? / April 2001|
|Are U.S. Hotels Rated Differently From Other North American Hotels? / April 2001|
|The Design Theme - AAA / Mobil Ratings Connection / March 2001|
|Attitude Can Make the Difference / January 2001|
|How Should Casino-Hotels be Rated? / Dec 2000|
|Does AAA Rate Resorts Fairly? / Nov 2000|
|Is Your Property Suffering From Design Deficiency? / Nov 2000|
|The Future of AAA Ratings / September 2000|
|What Is Your Optimum AAA Rating / August 2000|
|If You Disagree With Your AAA Rating…../ June 2000|
|Are AAA Ratings Always Accurate and Objective / May 2000|
|Creating Atmosphere / Jan 2000|
|What is "Atmosphere"? / December 1999|
|Maintaining Your AAA Rating / Nov 1999|
|Earning a AAA Rating vs Maintaining a AAA Rating: Which Is More Difficult? / Oct 1999|
|Can Outstanding Service Offset Hotel Physical Deficiencies in the Rating Systems? / Harry Nobles / June 1999|
|Consistency: The Hallmark of a Fine Hotel / September 1999|
|Who Should Train Your Employees / Aug 2000|
|Mobil Travel Guide Announces 1998 Mobil Four-and Five-Star Award Winners / Jan 1998|
|Key to Success: Training + Follow-Up / June 2000|
|The Legend of the Pineapple / Harry Nobles / Feb 1999|