News for the Hospitality Executive
Keys to Success
Hotel Common Sense – 7 Practical Steps on MBWA
by Dr. John Hogan CHE CHA MHS, September 17, 2010
My last article used one of Tom Peters and Robert Waterman’s fundamentals from their groundbreaking book on changing the ways we do business. IN SEARCH OF EXCELLENCE introduced a formal name for what the more successful hospitality managers already knew about motivating their staff. The phrase “Management by Walking Around” was based on Hewlett-Packard’s commitment to their staff with interaction – not micromanagement, but ongoing listening and responding to staff ideas.
Hotel Common Sense - Philosophy #2 , Or, why the Open Door policy no longer works… article outlined how today’s workforce wants and needs to be considered as individuals who can contribute to the success of their organization.
Reader feedback showed the growing awareness to that need for additional management and leadership “active listening” and this follow-up message on MBWA offers some concrete ways to notch up that effort of positive involvement.
1. Allow your staff to share complete stories and messages. Many hospitality companies are trying to improve their customer care programs, yet how often do leaders and managers actually ask an hourly staff member to share a story about either an unhappy or very satisfied guest? Listening to the entire story could provide best practices that might be substantially more effective and less expensive than hiring a consultant.I normally update the Hospitality Tip of the Week, but as this is an immediate follow-up message, I am going to maintain it, as I believe the point needs to repeated until it becomes a habit.
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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 mentors delivering focused and affordable counsel in solving specific challenges facing the hospitality industry. www.HospitalityEducators.com is a membership site offering a wide range of information, forms, best practices and ideas that are designed to help individual hoteliers and hospitality businesses improve their market penetration, deliver service excellence and increase their profitability. Special introductory pricing is in effect for a limited time that also includes a complimentary copy of LESSONS FROM THE FIELD- A COMMON SENSE APPROACH TO EFFECTIVE HOTEL SALES. If readers would like to contribute to the site, please submit your material for consideration to Kathleen@hospitalityeducators.com. We are interested in expanding our global networks and resources as we support our membership.
|Also See:||Hotel Common Sense: Philosophy #2 Or, why the Open Door policy no longer works… / Dr John Hogan / September 2010|
|Keys to Success Hospitality Tip: Professional Development for You Means Lending a Hand to Someone Else Along the Way / Dr John Hogan / September 2010|
|How Does Your Hotel Provide Memorable Customer Service? / Dr John Hogan / August 2010|
|Keys to Success Hospitality Tip: There Should Be No Such Thing as Limited Service in Hotels or Hospitality / Dr John Hogan / August 2010|
|Keys to Success Hospitality Tip: One of the Most Comprehensive and Meaningful Guest Service Codes Ever Introduced in Hospitality / Dr John Hogan / August 2010|
|Keys to Success Hospitality Tip: Is there anything better than an angry customer? / Dr John Hogan / August 2010|
|Keys to Success Hospitality Tip: Breakfast Best Practices on Engaging the high-touch side of our business #3 / John Hogan / August 2010|
|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|