News for the Hospitality Executive
Hotel Management – What’s Love got to do with it?
|By Jim Hartigan
Valentine’s Day. Love is in the air. The holiday of amour brings the opportunity to both send and receive special treats. A few weeks ago, we were doing some cleaning at the Orgwide offices when one team member uncovered a special treat - a dusty old treasure chest deep inside a utility closet. Now, I know a dusty old treasure chest may not seem like a treat to you, but stay with me here. No one had ever seen the chest before. Our curiosity got the best of us and a crowbar was lovingly taken to our little Valentine’s treasure. It turns out the chest was some type of time capsule that included some pretty awesome stuff. For example, I had to explain to my young co-worker the reason behind my excitement in once again becoming the proud owner of a pale blue polyester leisure suit! Anyhow, perhaps the most interesting thing we found in the chest was an old reel-to-reel tape that contains audio from a radio show from the 1970s called The Love Doctor.
You’ll get a chance to hear a clip from the show in just a moment. Before you do, allow me to set the stage. The host, Mr. Chaz Lavelle, is talking to his callers, who happen to be hotel managers and leaders from various brands, about a process called “LLA” or Listen-Learn-Act. “LLA” is a process that helps to improve communication between managers and their team. The good doctor likes to relate the concepts to how we feel when we are “in love.” For instance:
Oh, the wisdom of Doctor Love, Chaz Lavelle. Isn’t it a shame he’s no longer on the air? What a great Valentine’s Day treat for us all to remember though! When it comes to hotel management, what’s love got to do with it? As the good doctor would say, “Everything, Baby!” Treat your employees (and your customers!) with the same love and devotion that you do the love of your life! Happy Valentine’s Day friends!
Until next time, remember…Take care of your customers, Take care of each other, and Take care of yourself!
About the Author:
Jim Hartigan, Chief Business Development Officer and Partner joined OrgWide Services, a Training/e-Learning, Communications, Surveys and Consulting firm in April 2010 after nearly 30 years experience in the hospitality industry, including the last 18 as a senior executive with Hilton Worldwide. Jim’s last position was that of Senior Vice President – Global Brand Services where he provided strategic leadership and business development and support to the $22B enterprise of 10 brands and more than 3,400 hotels in 80 countries around the world. His team was responsible for ensuring excellence in system product quality, customer satisfaction, market research, brand management, media planning, and sustainability.
Chief Business Development Officer & Partner
165 N. Main Street, Suite 202
Collierville, TN 38017
office: 901.850.8190 Ext. 230
Hotel Team Members the OSKAR Way - Not like training a dog! / Jim
Hartigan / January 2011
Employee Selection and the Venus Fly Trap – A Study in Floral Business
Acumen / Jim Hartigan / December 2010
Right Tool for the job makes all the difference in the world! / Jim
Hartigan / October 2010
Honor to Your Organization: Succession Planning…the Ninja Way / Jim
Hartigan / October 2010
to Manage – The importance of KPIs ... and vampires / Jim Hartigan
/ September 2010
|For Everything There is a Season - Including Budgets / Jim Hartigan / August 2010|
|Say What? Listen, Learn, and Act–Why Guess, When You Can Know Redux / Jim Hartigan / August 2010|
Guess When You Can Know - Maximizing the Effectiveness of Your
Workplace Surveys / Jim Hartigan / August 2010
Member Segmentation in the Workplace…or “If everyone brought potato
salad to the picnic – it wouldn’t be much of a picnic!” / Jim
Hartigan / July 2010
Power of Effective Communication in the Workplace (and our Founding
Fathers’ unrivaled Tweeting abilities) / Jim Hartigan / July 2010