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Keys To Success™

Answers and Practical Solutions from Readers on
The Value of Hoteliers Helping Hoteliers

by Dr. John Hogan, CHE, CHA, CMHS
August 12, 2011

Two weeks ago, I shared a bit of my background in my various roles as an educator and hospitality executive and discussed the value panelists who are peers to the group. These kinds of panels can  dramatically increase interaction, audience participation and achieve the end result of communicating the desired message.
 
In that recent column, I included a sampling of questions I used at a very successful program on Guest Service for an international organization.  The panelists were either experienced operating general managers and/or owners of properties of different sizes, locations, service levels and prices. 
 
I asked  readers if interested in the answers to these questions, and I am pleased to include some of the panelist and reader responses in the recap below. 
 
Sample Questions & Answers

1.  How do you define excellent Customer Service?
  • Personalized attention
  • Staff that is trained to actively anticipate guest needs by watching and listening
  • The WOW factor that is felt by every guest and every staff member
2.  How do you compete with the brands or chains that offer a 100% guarantee? (Looking for specific examples)
  • A guarantee program must be from the heart to make them work; a brand cannot teach attitude
  • We review every guest comment card, letter and Trip Advisor posting at both department head meetings (in recap form) and with hourly associates so everyone understands their role and how important they are as individuals
  • Every hotel should strive for 100% satisfaction of every guest
  • Even if there are problems, the response of a caring staff can often build repeat business
3.  We often hear that line level employees feel they do not have enough empowerment to succeed at their jobs.  What do you do at your hotel?
  • Some big box brands allow their staff up to a certain cash amount to refund or credit - that may or may not build loyalty or satisfaction. It's not always about refunds, but addressing concerns.
  • We train our staff to actively listen - it has made a huge difference.
  • Staff must be empowered, especially on the desk.
4.  Who follows up at your hotel if there is a problem? What about the guest who has already left and you learn about a problem?
  • The GM or a very senior manager should be the one to follow up
  • Follow-up needs to be better defined; at our hotel, the GM literally calls the guest as an example of concern, sends a handwritten note and the guest will literally receive a monthly reminder of our interest in giving them the best.  It has a great record of success.
  • Safety and security issues are always considered priority areas in our training and this focus can resolve a situation before it becomes something that goes into the legal system.
5.  Can you share some examples of providing excellence in service in areas outside of the front office?
  • Van drivers can play a huge role in meeting unexpected guest challenges
  • The housekeeping team works to greet every guest they see- even if the language is a challenge, the smiles are contagious
  • Our banquet servers have found ways to make even large groups feel they are being attended to as if at a smaller table, by more interaction, small table touches and team service that allows more personalized attention.
As I mentioned in the first article, these HOTELIER HELPING HOTELIER panels  can have a major and positive impact on an overall program, but they must be well moderated and the panelists set at ease, especially if this is their first time to participate.    I will cover some other topics next month – reader input is always appreciated.

I would also be interested in supporting your association or company meeting in this manner or with some other program that meets your needs.

Success does not come by accident or chance. Contact us for assistance:

[email protected] or 602-799-5375 

 



Hospitality Tips of the Week™

Focus on Confidence Building

Education is the ability to listen to almost anything without losing your temper or your self-confidence. - Robert Frost  


HospitalityEducators.com was created to help hospitality businesses address problems via a training and information resource site to help you increase your Hotel's revenue, market share and profitability.  With more than 700 pages of tips, guides, best practices, strategies, plans, budgets, videos and resources, HospitalityEducators.com is the number 1 website for independent hotel owners and managers.  This site can help you solve your problems now! 
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KEYS TO SUCCESS  is the umbrella title for my 2011 programs, hospitality services and columns. This year’s writings focus on a variety of topics for hotel owners, managers and professionals including both my "HOW TO" articles, HOSPITALITY CONVERSATIONS™, Lessons from the Field™, Hotel Common Sense™ , THE P-A-R PRINCIPLE™  and Principles for Success.


Feel free to share an idea for a column at [email protected]   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 www.HospitalityEducators.com , which delivers focused and affordable counsel in solving specific challenges facing hospitality today.

Consulting Expertise and Research Interest
  1. Making Cultural Diversity Real
  2. Developing Academic Hospitality programs
  3. Medical Lodging Consulting
  4. Sales Management and training
  5. Turn-around and revenue management
  6. Professional Development for the Organization and the Individual
  7. Customer Service
If you need assistance in any of these areas or simply an independent review or opinion on a hospitality challenge, contact me directly for a prompt response and very personalized attention.

www.HospitalityEducators.com  is a membership site offering a wide range of information, forms, best practices and ideas designed to help individual hoteliers and hospitality businesses improve their market penetration, deliver service excellence and increase their profitability.

www.HoganHospitality.com
Your Hospitality Resource for the Hotel Owner, Innkeeper, Manager and Hospitality Industry Associations.


Contact:

John Hogan, CHE CHA CMHS    
United States - Phoenix, Phone: 602-799-5375
www.hoganhospitality.com
 [email protected]

http://www.linkedin.com/in/drjohnhoganchache



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Also See: Keys To Success™ - The Value of Hoteliers Helping Hoteliers / Dr. John Hogan / July 2011

Recommended Reading From HospitalityEducators.Com; Swim with the Sharks: Without Being Eaten Alive; Outsell, Outmanage, Outmotivate and Outnegotiate Your Competition by Harvey MacKay / Dr. John Hogan / July 2011

Are you prepared to be a "Top Ten" Player in Your Hospitality Marketplace or are you going to continue to be one of the "other" statistics? / Dr. John Hogan / July 2011

Lessons from the Field: Lessons in Leadership / Dr. John Hogan / July 2011

Lessons from the Field: If I Only Knew Then.... / Dr. John Hogan / July 2011

Reflections / Dr. John Hogan / July 2011

Lessons from the Field™ A Training Exercise and Tips for Ways to Reduce Wasting Time in Hotels, Restaurants, Inns and Hospitality Businesses / Dr. John Hogan / June 2011

Tips for Small Hotels, Inns and Hospitality Businesses - A Baker's Dozen of Savings in the Office / Dr. John Hogan / June 2011

Look Who's 40! - A Most Unique Recommended Reading / Dr. John Hogan / June 2011

A Baker's Dozen of Formulas to Thrive (and not merely survive) in the Service and Hospitality Industry! / Dr. John Hogan / June 2011

Growing Talent Does Not Happen Without Focused Effort in Hospitality (Part 2 of Meeting the Need for Talent) / Dr. John Hogan / May 2011

A Quiz on Effective Hospitality Marketing in 2011: Understanding and Using Complementary Tools / Dr. John Hogan / May 2011

Hotel Common Sense™: Meeting the Need for Talent: A Baker's Dozen of Questions (Part 1 of 2 ) / Dr. John Hogan / May 2011

Hotel Common Sense™: Questions I Wish You Would Ask Me™: Karl Ruether CHA, CFBE, International Hotelier / Dr. John Hogan / April 2011

Hotel Common Sense™: Stronger Hiring Outlook Means Hospitality Employers Must Step Up Recruitment Efforts; The job markets are changing and candidates will soon have choices again. / Dr. John Hogan / April 2011

Hotel Common Sense™: Five Common Sense Steps to Stronger Public Relations / Dr. John Hogan / April 2011

A Smile from HospitalityEducators.com - April 14 - International Moment of Laughter Day / Dr. John Hogan / April 2011

Lessons From the Field™: Communications 101 – How to effectively use the telephone / Dr. John Hogan / March 2011

Principles of Success: Fine Tuning Your Hospitality Business Strategies for A Measurable Competitive Advantage - Part 2 / Dr. John Hogan / March 2011

Principles of Success: Fine tuning Your Hospitality Business Strategies for A Measurable Competitive Advantage - Part 1 / Dr. John Hogan / March 2011

Hotels Were More Interesting than Selling Insurance: An Unexpected Career; A Professional and Personal Tribute to Neil Salerno, CHME CHA / Dr. John Hogan and Howard Feiertag / March 2011

Principles of Success: Evaluate Your Hospitality Business Strategies to Create a Real and Measurable Competitive Advantage / Dr. John Hogan / March 2011

Sales Blitzes: A Look At the Benefits of Team Efforts / Dr. John Hogan / March 2011

Principles for Success: No Nonsense Benchmarking for Hotels and Hospitality Businesses / Dr. John Hogan / March 2011

Principles for Success: What we have here is a FAILURE to COMMUNICATE! / Dr. John Hogan / February 2011

Making This New Year's Hospitality Resolutions Last - Part 3; Real and Practical Action Steps #13-28 / Dr. John Hogan / February 2011

Making This New Year's Hospitality Resolutions: Real and Practical - Sales Action Steps #1-12 / Dr. John Hogan / January 2011

Making New Year's Hospitality Resolutions Real and Practical; A “Fresh Air- New Ideas” Perspective / Dr. John Hogan / January 2011

Keys to Success: Be Aware of and Work with the Law; Do Not be Afraid of it / Dr. John Hogan / December 2010

Keys to Success: Make Your Hotel More Profitable and Successful – 2011 is the critical time to invest in Your Talent and Your Team / Dr. John Hogan / December 2010

Keys to Success: A Common Sense Approach to Success in the Hospitality Industry; 13 Best Practices for Hospitality Training Managers & Directors / Dr. John Hogan / December 2010

Hospitality Conversations – Looking Ahead! / Dr. John Hogan / November 2010

Learning from The Greatest Business Leaders of the Twentieth Century / Dr. John Hogan / November 2010

Five Considerations in Hiring a Hospitality Consultant; Understanding the Qualifications for Effective Hospitality Consultants / Dr. John Hogan / November 2010

5 Reasons Using A Qualified Consultant Could Make a Huge Difference in Your Hospitality Business / Dr John Hogan / October 2010

Half Luck and Half Brains - Kemmons Wilson's 20 Steps for Success / Dr John Hogan / October 2010

Ten Quotes Addressing the Topic of SERVICE / Dr John Hogan / October 2010

Hospitality Conversations - Understanding the Developing Perspectives in Quality Assurance (Part 2 of 2) / Dr John Hogan / October 2010

Hospitality Conversations – Understanding the Developing Perspectives in Quality Assurance Part 1 of 2 / Dr John Hogan

Hospitality Conversations: Examining the Learning Options Available in the Hospitality Field / Dr John Hogan / July 2010
..
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