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Lessons from the Field
A Common Sense Approach to Success in the Hospitality Industry
By Dr. John Hogan, CHA MHS CHE, September 10, 2009

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Hotel Common Sense –

A Hotelier’s Self - Assessment Quiz


 
By Dr. John Hogan, CHE CHA MHS, September 10, 2009
You've got to be success minded. You've got to feel that things are coming your way when you're out selling; otherwise, you won't be able to sell anything. 
Curtis "Curt" Carlson (1914 –1999) Swedish-American businessman and founder of the Carlson Companies. 1


Do you feel that you and your hotel are well suited for the future, or have you given up and set yourself up for “non-success?”  After taking this short self-assessment quiz and evaluating your score, you may feel encouraged or you may decide that you are not focusing on the right skills or markets.

1.  What pleases you most about your job?

a. I love doing it
b. There’s always something new to learn’
c. The potential for a high level of personal success is there
d. It’s easy for me
2.   How would you describe your average work day?
a. It’s usually exciting and motivating
b. It’s mostly satisfying
c. It’s somewhat tedious
d. It’s drudgery and I can’t wait for the day to be finished
3.   How would you express what you are personally giving to your guests and staff?
a. They are receiving exactly what I want to give them
b. They are getting a little bit more than they should be
c. They are getting too much out of me
d.  Often, I am not giving the service and attention I want to be
4.    Why did you choose this industry?
a. It challenges and excites me
b. I am good at it
c. It is the best (or all) I can do
d. To please someone else (family, spouse, etc)
5.   How would you describe your qualifications?
a. I know more than necessary and am still learning
b. I am current and open to new ideas
c. I know more than anyone else on staff
d. I’m getting there
6.  How well are you known in your community
a. Many different kinds of people know me well
b. The “right” people know me well 
c. Few people know what I really do
d. Only my staff and neighbors know my name
7.  How would you describe your temperament in relation to the business?
a. My temperament is right for the business and my staff and guests like me
b. My temperament is right for the business but I need to work on my people skills
c. I find it hard to deal with customers and some staff
d. I am often edgy with others and would rather work by myself
8.  How does the hospitality industry affect your health?
a. Positively most of the time
b. The business makes certain demands but I can handle it
c. It’s taking a toll; I have to constantly watch myself
d. I really don’t know
9.  What is the current condition of your business, given today’s market conditions?
a. We are holding our own and constantly looking for ways to improve revenues and guest satisfaction
b. We are down some, but have maintained general levels of acceptable service and revenues
c. We are losing business to our competitors on rate
d. Business is substantially down and we are looking to sell
10.  Where do you see yourself three years from today?
a. Self-confident, secure and earning solid increases each year in financial packages and benefits
b. Professionally growing, with regular raises and increased responsibility
c. In the same position, with average reviews and raises because of the economy
d. I cannot project that far in the future
Scoring
• 5 points for each A answer
• 3 points for each B answer
• 1 point for each C answer
• 0 points for each D answer

Ratings
• 40-50 = Generally well adjusted and believes in self
• 30-40 = Generally confident, and with plans can substantially move ahead
• 20-30 = An “average” score means an “average” attitude; is “average” a life goal?
• 10-20 = Approaching or already in a major danger zone; specific action plans must be defined and implemented NOW
•  0-10  = This may not be the industry for you.   THINK and ASSESS what is important to you/

From my career experiences and observations working with literally thousands of people, I have come to realize that quizzes and aptitudes tests can be a measurement, but the inner drive is what makes one successful.   If you scored 25 or better in this quiz, you can probably move forward and realize your potential and success because you have identifiable goals with measurable steps to mark your progress.

How well do you do compare at your hotel?

1 Source: Wikpedia   Carlson founded the Gold Bond Stamp Company in 1938. Carlson used "Gold Bond Stamps", a consumer loyalty program based on trading stamps, to provided consumer incentive for grocery stores. Carlson was the first entrepreneur to develop a loyalty program for the grocery chain through the issuance of trading stamps. What began as a simple loyalty program for grocers in the Midwest grew into one of the largest service providers of frequent shopper / buyer programs across a variety of retail and hospitality sectors. Carlson expanded his offerings by purchasing the downtown Minneapolis Radisson Hotel in 1960 and building it into a national chain. He also acquired TGI Fridays, Carlson Leisure Group and hundreds of other hospitality businesses.


Feel free to share an idea for a column at johnjhogan@yahoo.com anytime or contact me regarding consulting, customized workshops, speaking engagements …………. 
And remember – we all need a regular dose of common sense.
 

I was invited by Lorman Education Services to offer a teleconference on this topic and they have agreed to offer a $50 discount for any of my readers that mention discount code Z7745121 when they register online.

Effective Sales Management: 
Short and Long-term Planning, Forecasting, and Expense Budgeting

September 14, 2009 
1:00 PM ET 
Program # 382449
Both parts of this series on Short and Long-term Planning, Forecasting, and Expense Budgeting  are in the teleconference.

Autographed copies of LESSONS FROM THE FIELD – a COMMON SENSE APPROACH TO EFFECTIVE HOTEL SALES can be obtained from THE ROOMS CHRONICLE www.roomschronicle.com and other industry sources. 

All rights reserved by John Hogan and this column may be included in an upcoming book on hotel management.   The opinions expressed in this article are those of the author and do not necessarily reflect the views of this publication

John Hogan, a career hotelier and educator, is frequently invited to participate at franchise meetings, management company and hospitality association industry events.  He is a successful senior executive with a record of accomplishment in leading hospitality industry organizations at multiple levels, with demonstrated competencies as a strong leader, relationship builder, problem solver and mentor. He conducts mystery-shopping reviews of quality in operations and marketing, including repositioning of hotels.

Expertise and Research Interest
• Sales Management and training
• Turn-around and revenue management
• Professional Development & Customer Service
• Hospitality Leadership and Executive Education
• Making Cultural Diversity Real
• Accreditation & Developing Academic Hospitality programs

He writes weekly columns for a number of global online services and has published more than 400 articles & columns on the hotel industry.  He co-authored (with Howard Feiertag, CHA CMP) LESSONS FROM THE FIELD – a COMMON SENSE APPROACH TO EFFECTIVE HOTEL SALES, which is available from info@smartbizzonline.com, ROOMS CHRONICLE www.roomschronicle.com  and other industry sources.  He resides in Phoenix, Arizona and expects to publish in 2009 his 2nd book based on his dissertation – The Top 100 People of All Time Who Most Dramatically Affected the Hotel Industry.

Hogan’s professional experience includes over 35 years in hotel operations, food & beverage, sales & marketing, training, management development and asset management on both a single and multi-property basis, including service as Senior Vice President of Operations in a specialty hotel brand for six years.

He holds a number of industry certifications (CHA, CHE, MHS, ACI) and is a past recipient of the American Hotel & Lodging Association’s Pearson Award for Excellence in Lodging Journalism, as well as operational and marketing awards from international brands.  He has served as President of both city and state hotel associations.

John’s background includes teaching college level courses as an adjunct professor at three different colleges and universities over a 20-year period, while managing with Sheraton, Hilton, Omni and independent hotels.  He was the principal in an independent training & consulting group for more than 12 years serving associations, management groups, convention & visitors’ bureaus, academic institutions and as an expert witness.  He joined Best Western International in spring of 2000, where over the next 8 years he created and developed a blended learning system as the Director of Education & Cultural Diversity for the world’s largest hotel chain. 

He has served on several industry boards that deal with education and/or cultural diversity and as brand liaison to the NAACP and the Asian American Hotel Owners’ Association with his long-term involvement in the Certified Hotel Owner program.  He has conducted an estimated 3,200 workshops and classes in his career. 

Service to the Industry and Hospitality Education includes working with the Educational Institute Certification Commission of the AH&LA, the Hospitality Industry Diversity Institute, the AH&LA Multicultural Advisory Council, the Accreditation Commission for Programs in Hospitality Administration, the Commission for Accreditation on Hospitality Management Programs, the AH&LA and AAHOA Education and Training Committees, the Council of Hotel, Restaurant and Institutional Educators (CHRIE), the International Hotel Show and the Certified Hotel Owner program for the Asian American Hotel Owners’ Association.
 

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Contact:

Dr. John Hogan, CHA MHS CHE
johnjhogan@yahoo.com

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Also See: "A Baker’s Dozen" of Strategies for Hotel Human Resource Managers & Directors / Dr. John Hogan / September 2009
A Baker's Dozen of Strategies in Maximizing Leads and Attendee Sales Potential at your Hospitality Trade Show Booth - part 2 of 2 / Dr John Hogan / August 2009
Increasing Traffic at your Hospitality Trade Show Booth / Dr John Hogan / August 2009
A Sales Self-evaluation test for General Managers / Dr John Hogan / August 2009
Hotel Common Sense – Effective Sales Management: Short and Long-term Planning, Forecasting, and  Expense Budgeting / Part 2 of 2 / Dr. John Hogan / August 2009
Hotel Common Sense – Effective Sales Management: Short and Long-term Planning, Forecasting, and  Expense Budgeting / Part 1 of 2 / Dr. John Hogan / August 2009
Hotel Common Sense -Recognizing There is More than One Approach to Ongoing Success in Building Revenues / Dr John Hogan / July 2009
Hotel Common Sense – A New Look at Awards and Recognition / Dr John Hogan / July 2009
Lessons on Brands and Discounting / Dr John Hogan / July 2009
Hotel Common Sense Using Business Social Networks Productively / Dr John Hogan / July 2009
A Common Sense Review Process for Capital Investments / Dr John Hogan / July 2009
Understanding Values: The Challenge to Identify and Keep Them During Tough Economic Times / Dr John Hogan / June 2009
Personal Stories of Delivering Hospitality and Pride / Dr John Hogan / June 2009
What is Your Definition of Leadership? / Dr John Hogan / June 2009
Examining Why Do We Really Do What We Do? / Dr John Hogan / June 2009
Delivering Hospitality and Pride / Dr John Hogan / May 2009
Act As if You Are Number Two / Dr John Hogan / May 2009
A Baker’s Dozen of Fundamentals for Retaining Quality Staff / Dr John Hogan / May 2009
Customer Relationship Management Requires a Blending of High Tech and High Touch for Optimal Results / Dr John Hogan / May 2009
Do You Know Where Your Customer Is? Or Knowing Where Your Business Originates / Dr John Hogan / April 2009
Understanding what we measure and making it count! Strategies for Hotel Controllers / Dr John Hogan / April 2009
“A Bakers Dozen” of Strategies for Hotel Controllers / Dr John Hogan / April 2009
A Different Appraisal of Our Biggest Challenges in 2009 / Dr John Hogan / April 2009
Reflections: Mentors and Friends - Vermont Hoteliers Borden and Louise Avery and their Son Allen / Dr John Hogan / March 2009
Remember to Embrace the Essentials in Sales; Revenue and net profits can often depend on how one of the most fundamental practices in sales- how incoming phone calls are handled / Dr. John Hogan / March 2009
Getting the Most Out of Your Hotel Franchise Investment; Working With Your Hotel Franchisor for Everyone’s Success / Dr. John Hogan / March 2009
Getting the Most Out of Your Hotel Franchise Investment; Evaluating the franchise business model as a potential franchisee / Dr. John Hogan / March 2009
Getting the Most Out of Your Hotel Franchise Investment / Dr. John Hogan / Dr. John Hogan / March 2009
Four Steps: How to Make More Sales Calls than Any Other Way Or Trade Shows Can Be Invaluable If. . . / Dr. John Hogan / February 2009
A Baker’s Dozen of Strategies for Hotel Chief Engineers / Dr. John Hogan / February 2009
"A Baker's Dozen" of Strategies for Hotel  Banquet Managers / Dr. John Hogan / February 2009
Making New Year's Sales and Marketing Resolutions Real and Practical / Dr. John Hogan / January 2009
Planning in a Challenging Economy - Probing Hotel Expenses / Dr. John Hogan / December 2008
Planning in a Challenging Economy - Fundamentals of Hotel Sales Planning / Dr. John Hogan / December 2008
A Message for Hoteliers: Giving Thanks - and Not Just One Day Each Year! / Dr John Hogan / November 2008
Hoteliers Must Remember the Lessons of Reasonable Care! / John Hogan / November 2008
Enthusiastic and Sincere Attitudes Will Pay Off For Hotel Salespeople / Hotel Common Sense / John Hogan / November 2008
Unleash the Potential! Recognize the True Value of Your Front Line Sales People / Hotel Common Sense / John Hogan / November 2008
Defining Hospitality - Readers Respond with their Insights / Hotel Common Sense / John Hogan / October 2008
Understanding the Value and Power of Breakfast / Hotel Common Sense / John Hogan / October 2008
A Bakers Dozen of Strategies for Hotel Restaurant Managers / Hotel Common Sense / John Hogan / October 2008
A Bakers Dozen of Strategies for Hotel Food and Beverage Directors / Hotel Common Sense / John Hoganv/ September 2008
My Definition of Hospitality. What’s Yours? / Dr. John Hogan / September 2008
Principles for Success as a Hotel Manager: 6 Observations on Finding and Employing Problem Solvers / Dr. John Hogan / September 2008
10 Hotel Sales Action Steps to Succeed in Today’s Competitive Marketplace / Dr. John Hogan / September 2008
10 Hotel Sales Mistakes to Avoid in Today’s Competitive Marketplace / Dr. John Hogan / August 2008
Ways to Identify and Build Repeat Guests / Dr John Hogan / August 2008
Principles for Success As a Hotel Manager - Maintaining Relationships Throughout the Organization / Dr John Hogan / August 2008
Principles for Success As a Hotel Manager - Part four: Communicating with Clarity and Candor / Dr. John Hogan / July 2008
Principles for Success As a Hotel Manager - Part three: Using your management style effectively / Dr. John Hogan / July 2008
Principles for Success As a Hotel Manager - Part Two: Motivating the Team / Dr. John Hogan / July 2008
Principles for Success As a Hotel Manager Part One: Understanding the Organization / Dr. John Hogan / July 2008 
Updating Hotel Marketing and Sales Strategies Mid Year NOW Is Essential / Dr. John Hogan / June 2008
Don’t Underestimate the Impact of the Hotel Sales Office / Dr. John Hogan / June 2008
Factors for Successful Interviewing Potential Hotel Sales Candidates / Dr. John Hogan / June 2008
The Importance of Meaningful Sales Team Job Descriptions / Dr. John Hogan / May 2008
For Hotels with Limited Service, Fewer than 100 Rooms - How Do You Determine if You Need a Person Dedicated to Selling / Dr. John Hogan / May 2008
Extending Your Sales Team or Make Travel Agents A Regular Part of Your Sales Programs / Dr. John Hogan / May 2008
Finding Business Leads Can Be Easier Than You Think / Dr. John Hogan / May 2008
Understanding the Differences Between Marketing and Sales / Dr. John Hogan / April 2008
Identifying Your Customers / Lessons from the Field A Common Sense Approach to Success in the Hospitality Industry / Dr. John Hogan / April 2008
...

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