Hotel Online
News for the Hospitality Executive

.

advertisement



..
.
 Is Hospitality For Hotels Only?
.
by Harry Nobles
June 2009

More business owners and managers are discovering that their customers appreciate and respond positively to the same hospitable experience that has long been a hallmark of fine hotels and restaurants.  We see more retailers and others conducting or at least considering hospitality training for their employees.  This is not a new idea; many forward thinking business people have been using secret/mystery shoppers for years.

Shopping your operation is an important and essential initial step to determine the current level of service before developing and implementing an effective training program.  We always urge our clients to assess current service delivery, then establish their desired performance standards to ensure that all employees know exactly what they are expected to do.  The next logical step is to develop and implement a training program especially designed to focus on your established standards.

Effective training and success can result only after you have completed these required pre-training steps; few things are more ineffective and even counter-productive than an unfocused approach to training.  It is also the most expensive way to proceed, since it usually achieves few positive results, and can actually adversely affect employee morale and job performance.

After you have completed the initial training you will want to evaluate the employees’ post-training job performance to assess the efficacy of the training.  This data will tell you if additional or remedial training is needed.  It will also identify those employees who are a true asset to your business, or those who might be happier some place else.

      Ask Harry

We encourage readers to email us with questions on ratings, guest services, design, decor, etc. We'll  respond  promptly to your questions. Email: hospsvc001@aol.com

Whether your business has 1 or 2 employees or thousands, is a manufacturer,  a retail sales operation, or provides services, your goals are the same: satisfied customers who tell their friends about you and return again and again.

Whether you are a healthcare provider or a convenience store owner, hospitality should be as important in your shop as it is in a fine hotel or elegant restaurant.  Consumers have been aware of this for a long time, and will reward businesses that provide a hospitable experience.




Contact:

Harry Nobles Hospitality Consulting
www.nobleshospitalityconsulting.com
hospsvc001@aol.com
(757) 564-3761

Also See: How Important is Service? Very! / Harry Nobles / May 2009

What to Do? Improve Guest Services or Upgrade Facilities / Harry Nobles / December 2008

My Dream Hotel? / Harry Nobles, October 2008

Hurricane Ike:  Challenges and Opportunities? / September 2008

Who Should Train Your Employees?/ Harry Nobles / September 2008

Designing for the Future a Key to Earning 4 or 5 Star/Diamond Rating / Harry Nobles / February 2008

Look for the Ducks / Harry Nobles / April 2007

How Should Casino-Hotels Be Rated? / Harry Nobles / April 2007

Is 'Mega Boutique Hotel' an Oxymoron / Harry Nobles/ December 2006

Hotel People I Have Know / Harry Nobles / October 2006

Now I’ve Seen Everything -  “Food Servers Employing the Internet to Divulge Names of Customers Who Tip Less than 17%”/ Harry Nobles / September 2006

Does Hotel Room Size Matter? / Harry Nobles / September 2006

If You Disagree With Your AAA Rating / Harry Nobles/ May 2006

AAA Evaluation Procedure: Is It Fair? / Harry Nobles/ May 2006

Four Star vs Mobil Four Star / Harry Nobles/ February 2006

Rating Condominiums / Harry Nobles / January 2006

AAA Five Diamond Lodgings; Chain vs Independent / November 2005

Katrina & Rita: Silver Lining or Opportunity? / Harry Nobles & Cheryl Griggs / October 2005

Our Dream Hotel / Harry Nobles & Cheryl Griggs / July 2005

Losing a Diamond or Star / Harry Nobles & Cheryl Griggs /  March 2005

Ratings vs Guest Satisfaction / Harry Nobles & Cheryl Griggs / February 2005

Our "Pick of the Month" / Harry Nobles & Cheryl Griggs / November 2004

5 Star vs 5 Diamond: What’s the Difference? / Harry Nobles & Cheryl Griggs / November 2004

Strategic Alliance Announced, Committed to Hospitality Excellence / August 2004

Family Resorts: Suggested Strategies / Cheryl Griggs / July 2004

Are Small Resorts Unfairly Treated by the AAA and Mobil Rating Criteria / July 2004

Designing For Optimum Global Ratings / Cheryl Griggs / June 2004

QualAsia Formed to Provide Authoritative Organization to Inspect and Evaluate Hotels Across Asia; Harry Nobles Appointed Chairman of New Asian Hotel Rating Service / May 2004

Validity of Online Hotel Ratings / Cheryl Griggs / April 2004

Resorts Ratings Redux / Harry Nobles & Cheryl Griggs / February 2004

Are Your Trainers Trained? / Harry Nobles & Cheryl Thompson Grigg /  January 2004 

The Language of Service / Cheryl Griggs / October 2003

Hotel Renovation Ideas vs AAA Ratings Criteria / Harry Nobles / October 2003

New Employee Orientation: Necessity or Luxury?  /  July 2003

Save the Best - Replace the Rest / July 2003

AAA and Mobil Ratings As a Sales Tool / May 2003

How Well Do You Know Your Competitor? / May 2003

Our Favorite Hotel?  / March 2003

The Current Value of AAA Hotel Ratings / Feb 2003

Stars and Diamonds; Some Similarities and Some Differences / January 2003

AAA's Delay: Good or Bad? / July 2002

Timing Is Everything, Or Is It? / July 2002 

Boutique Hotels: Have They Gone Too Far / May 2002

People Really Do Make the Difference / Jan 2002

What Is a Boutique Hotel? / Dec 2001

The Non-negotiable Traits of Leaders / Oct 2001 

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 

To Harry Nobles Hospitality Consulting Index Page


To search Hotel Online data base of News and Trends Go to Hotel.Online Search

Back to Hotel.Online Press Releases
Home | Welcome! | Hospitality News | Classifieds | Ideas/Trends
Please contact Hotel.Online with your comments and suggestions.