News for the Hospitality Executive
Keys to Success Hospitality Tip:
Breakfast Best Practices on Engaging the
“high-touch” side of our business #3
by Dr. John Hogan CHE CHA MHS, August 6, 2010
The full title of this series is Engaging the “high-touch” side of our business by instilling passion in our people and reader comments and feedback on the first two segments has been positive. Segment 1 emphasized the authentic requirement for hospitality businesses to provide a unique experience or face the probable penalty of being viewed as a commodity.
Segment 2 defined in some detail the experience of today, whether you are an independent hotel or brand affiliated. It also focused on identifying ways to encourage hotel general managers and their staffs to think about the “guest experience" and offered concrete examples from workshop attendees’ ideas on ways to avoid being seen as ordinary or a “commodity” in the area every guest experiences, regardless of hotel location, room rate or level of service: SLEEPING. Practical ideas addressing all five of the human senses were shared.
This segment examines another area that I have written on previously and that is of considerable significance to hotel guests everywhere: BREAKFAST. I am recapping feedback and suggestions from hoteliers and restaurant managers who participated in some of my workshops.
FULL SERVICE HOTELS
1. The competition from the Rooms Only Hotels in your marketplace
is increasing and many of the mid scale chains provide complimentary breakfast.
Providing an exceptional breakfast offering that makes potential guests
decide to select your property is important.
ROOMS ONLY HOTELS
1. Many rooms’ only properties offer very attractive continental
breakfasts. Managers and sales team can impress potential clients with
a breakfast presentation that will be part of their guests' stay.
Participants who shared these observations also commented on several other high touch points in both full service and rooms only properties:
1. Breakfast is the ideal time to interact with guests.
General Managers can learn a great deal about the guest experience by chatting
with guests and active listening.
The next segment of this blog topic will share best practices on staff
responsiveness to a guest’s concern or complaint, which can decide a guest’s
satisfaction and loyalty.
Feedback or ideas for future pieces are welcome -contact me [email protected]
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 mentors delivering focused and affordable counsel in solving specific challenges facing the hospitality industry. Services are designed to help individual hoteliers and hospitality businesses improve their market penetration, deliver service excellence and increase their profitability.
|Also See:||Keys to Success Hospitality Share Best Practices on Engaging the “high-touch” side of our business #2/ John Hogan / August 2010|
|Keys to Success Hospitality Tip: Focus on engaging the high-touch side of our business by instilling passion in our people #1 / John Hogan / July 2010|