News for the Hospitality Executive |
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?
2.
How do you compete with the brands or chains that offer a 100%
guarantee? (Looking for specific examples)
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?
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?
5.
Can you share some examples of providing excellence in service in areas
outside of the front office?
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
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
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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