News for the Hospitality Executive
Keys to Success:
by Dr. John Hogan,
December 14, 2010
“Learning is not compulsory… neither is survival.”
W. Edwards Deming (1900-1993)
Deming was known as the father of the Japanese post-war industrial revival and regarded by many as the leading quality guru in the United States. Trained as a statistician, his expertise was used during World War II to assist the United States in its effort to improve the quality of war materials. He was invited to Japan at the end of World War II, where Japanese industrial leaders and engineers asked how long it would take to shift the perception of the world from the existing paradigm that Japan produced cheap, shoddy imitations to one of producing innovative quality products. Deming told the group that if they would follow his directions, they could achieve the desired outcome in five years. Few of the leaders believed him, but were ashamed to say so and would be embarrassed if they failed to follow his suggestions. Looking back, Dr. Deming observed, "They surprised me and did it in four years."
For much of the past three years, many industries have faced somber financial challenges. Hospitality in literally all segments struggled to find ways to meet the global financial meltdown in 2008 and 2009 and the 2010 scorecard shows mixed year-end results. Erosion of revenue and profitability from 2006-2007 periods, and the loss of both long-term customers and loyal staff are all issues faced.
As recently as last week in the HVS Career Network, there was discussion of a growing demand from their clients for top talent, especially at the middle-management level. Their report stated that the middle management group was considered a “ traditionally neglected group” of employees, but they were a crucial link between top management and line employees and responsible for turning business strategies into tangible outcomes.
In my career, I have experienced four major economic recessions that all dramatically hurt our industry for a period and I have participated in four recoveries. I agree with the HVS assessment that “Hoteliers have come to realise that now more than ever the quality of the workforce is the key market differentiator, and are ramping up their talent sourcing and retention strategies.”
Now is the critical time for hospitality business owners and managers to invest in their talent and team if they hope to make their Hotel More Profitable and Successful. Rebuilding our center of attention into a business recovery over the next 12 months means that now is the time to pay attention to those professionals in our organizations who are the key components of why guests will stay with our businesses.
I commented in several columns a year ago that it is a sometimes a hardship in the cost-conscious operations facing many businesses today for managers to leave their properties for professional development. It is also a reality that there is seldom any longer dedicated time for meaningful on-the-job training, which had habitually been a strong element of the hospitality industry’s career advancement path. There are many issues facing the complex world of hospitality and today’s business owners and managers need to be aware of that diversity, regardless of their own business focus.
As an individual who has been involved with well thought-out learning as both an academic and a corporate educator, I have come to recognize that delivering a balance of real-world business skills and comprehension with structured learning is essential to long-term success.
An excellent and continuing example of this available of learning is the annual program offered by the Texas Hotel & Lodging Association. The Association’s 66th Annual Short Course program is scheduled in Houston, Texas from January 10-14th, 2011 at the newly renovated University Hilton Hotel at the Conrad N. Hilton College of Hotel & Restaurant Management. This is a one of a kind, all-in-one hospitality training event that has been awarded best Educational Program in the nation by the International Society of Hotel Association Executives.
The 2011 Short Course is a unique training and motivational opportunity for hospitality professionals to assist them with career advancement. Their promotional flyer says, “It’s a small investment with a guaranteed profit.” – my opinion is that when one looks at the great value of this program, the low cost is an amazing value.
I am proud to have been asked to return for a fourth consecutive year. I will again participate with both a key note address Effective Hospitality Marketing in 2011 – Understanding and Using Ten Complementary Tools and a workshop A Career Hotelier’s Insights on Understanding the Heart of Hospitality – Housekeepin
The 2011 Short Course, proudly co- sponsored by American Express and the American Hotel & Lodging Association, has its traditional strong range of topics including:
1. A Career Hotelier's Insights on Understanding the Heart of Hospitality - Housekeeping
2. Controlling Alcohol Risks Effectively
3. Creating a Service Culture for the 21st Century
4. Effective Hospitality Marketing in 2011
5. Employment Law for the Hotel Industry
6. Facilities Management/Green Initiatives
7. Flipping the Switch Understanding Today's Generation and Helping Them Develop a Road Map to Success
8. Food & Beverage Strategies
9. Hotel Law
10. How to Build a Front Line That Will Build Your Bottom Line
11. Interdepartmental Communications
12. Leading a Diverse Workforce
13. Loss Prevention
14. Positive Management for Positive Performance
15. Revenue Management
16. Stand by Your Brand, Putting the WOW Back in Service!
17. Understanding Customer DNA (Da Need for Attention)
18. "Where Do We Go From Here?" A dynamic recap of the week, energizing students to implement newly learned skills at their hotels.
There is also a 2-day Advanced Short Course , offering an unmatched chance to witness the energy and synergy of the Short Course, while enjoying a great meal with the participants of both the basic and advanced courses. These offerings include:
1. "Group Sales Contracts"
2. "Positive Leadership Techniques: Capturing Your Emotional Energy™"
3. "Contemporary Issues in Hotel Law"
4. "Social Media Marketing"
5. "Networking/Best Practices"
6. "Hotel Law" and the Values to be found in the Texas Hotel & Lodging Association
7. "The Value of Vertical Thinking in a Horizontal"
Additional programs of study I would recommend to individuals for consideration in 2011 include:
Feel free to share an idea for a column at firstname.lastname@example.org anytime or contact me regarding consulting, customized workshops, speaking engagements … 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.
Dr. John Hogan, CHA MHS CHE
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