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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?



by Dr. John Hogan, CHE CHA CMHS
July 19, 2011

The Need for Clearly Defined and Understood Mission, Values and Principles has never been greater.

The most recent global recession set another wave of ownership changes, lender foreclosures, brand mergers (or disappearances) and the final outcome will not likely settle until mid-2012 when global economies are predicted to be more stable.
 
In my career as a hotelier and hospitality educator. I have had the opportunity to see many different kinds of business models. As a consultant and workshop leader, I have interacted with literally hundreds (if not thousands) of organizations ranging from Bed & Breakfasts to Conference Centers to huge Convention Centers and hotels, as well as many Convention & Visitors' Bureaus and regional and national hospitality associations. While almost all have the best intentions, I have come to realize the ones that have the best ongoing track record are the ones who regularly look at themselves on who they, who they serve, why they exist and how they will evolve going forward.

 

A musician must make music, an artist must paint, a poet must write, if he is to be ultimately at peace with himself. What a man can be, he must be.”
Abraham Maslow (1908 – 1970)1

I have also learned that we sometimes can better view the benefits of using consultants or external resources when we observe their interactions and impact on businesses other than their own.

With that in mind, let me share an example. My daughter and her family enjoy the natural surroundings and ongoing improvements in the Cincinnati Nature Center. When I recently visited them, I noted that the Center's Newsletter had a very succinct one page recap of their Mission, their values and their Principles.

The Center, founded in the mid 1960s, is considered a “top 10 nature center” in the US, with more than a dozen miles of trails and 1600 acres, serving thousands of members and school children every year.

Their mission is to inspire passion for nature and promote environmentally responsible choices through experience, education, and stewardship to ensure a sustainable future.

The Cincinnati Nature Center challenged its Board of Trustees Education Committee to clarify its strategic direction in fall 2009. The new approach placed strong emphasis on the nature center community and on an ethic of mentor-ship and social influence among three key audiences: CNC adult members, children and school teachers/community mentors.

Online research showed that creating another three-year strategic plan was not enough to move ahead as they were inspired to do. This research showed the Board that they still lacked the clarity of exactly who they serve and where they could be best. The online narratives relate that the Nature Center initially worked on the plan themselves and discovered that the input of qualified outside resources would greatly assist their efforts to both focus on the future while serving people today..

My research stated the outside resource selected began leveraging the good work already completed by the internal group and the ongoing collaborations allowed the Nature Center to drill down into what really mattered to their mission. Together they refined their Strategy Map identifying key goals and priorities, which led to a Balanced Scorecard to keep the team focused on the right activities. The team was then able to focus on what was really important, and align people to take action to intentionally further the organization’s mission. The web site for the outside resource said the work they and the Nature Center did together didn’t fundamentally change the mission of the organization, but that it did transform how effective they are in delivering that mission. The new focus is a constant reminder to the team of their goal to engage members.

The Cincinnati Nature Center has done an excellent job in defining its' goals, its' purpose and direction and how it intends to continue to be a "Top Ten" in its competitive set. Below are the specifics of what they state to be their Mission, Values and Principles.  As a consumer, I think they are right on target.  As a consultant, I salute them for their innovation and focus.

Cincinnati Nature Center2

TO ENRICH LIVES BY INSPIRING PASSION FOR NATURE THROUGH EXPERIENCE, EDUCATION AND STEWARDSHIP

OUR VALUES
What We Believe

Power of COMMUNITY
--We encourage people to see themselves as part of a community of nature enthusiasts within the community of nature. CNC embraces Aldo Leopold’s definition of community, which “enlarges the boundaries of the community to include soils, waters, plants, and animals, or collectively the land.”

RESPECT for All Life--We show respect for all living things by seeking to understand, by celebrating diverse viewpoints, and by acting with kindness and empathy.

Personal EXPERIENCE
--There is no substitute for being IN nature. We maintain our lands for maximum biodiversity to provide unique personal experiences and education. Frequent experiences in nature are critical to the physical, emotional, intellectual, and spiritual health of all people.

STEWARDSHIP of the Land
--We recognize the interdependence of all living things and strive to maintain the web of life by preserving, restoring, and protecting our land. We embrace Aldo Leopold’s Land Ethic: “A thing is right when it tends to preserve the integrity, stability and beauty of the biotic community. It is wrong when it tends otherwise.” A Sand County Almanac, Aldo Leopold 1949.

Commitment to SUSTAINABILITY-
-We make choices that are environmentally responsible, economically viable, and socially equitable for the long-term stability of our organization, our region and the earth.

 OUR PRINCIPLES

How We Behave

Provide a Welcoming Atmosphere--We provide the best possible experience for each visitor by creating a welcoming atmosphere, maintaining a safe and natural environment, and respecting the individual’s point of view.

Act with Integrity--We maintain the trust of members, donors, and the community by observing the highest ethical standards and being accountable to all constituencies for the achievement of our mission.

Provide Diverse Experiences and Educational Programs--We immerse people in nature through a variety of individual and organized group activities. We engage people in frequent experiences in nature beginning at an early age.

 Empower People to Share their Love and Knowledge of Nature--We foster an ethic of influence by providing opportunities for people to act on their conservation values through sharing with others, volunteer service, and financial contributions.

Deliver Science-Based Interpretation--We teach people how to think, not what to think. We provide hands-on, science-based interpretive experiences and utilize the inquiry method in our teaching. We define interpretation as “a mission-based communication process that forges emotional and intellectual connections between the interests of the audience and the meanings inherent in the resource.” National Association for Interpretation 2007.

Collaborate--We seek opportunities to build relationships in order to strengthen our community. Internally, we embrace a spirit of teamwork and mutual support with staff, volunteers, members, and visitors. Externally, we seek to partner with other organizations that have common objectives.

Manage Our Lands--We actively manage our lands to provide and maintain in perpetuity a mosaic of bio-diverse habitats for visitor experience, education, and research. We strive to maintain healthy ecosystems by enhancing, restoring, and preserving native biodiversity.

___________________________________________________________

The bottom line message to you is this:

Are you prepared to become and remain a “Top Ten” Player in Your Hospitality Marketplace or are you going to continue to be one of the “other” statistics?
 
Success does not come by accident or chance. Contact us for assistance
[email protected] or 602-799-5375 


1 an American professor of psychology at Brandeis University, Brooklyn College, New School for Social Research and Columbia University who founded humanistic psychology and created Maslow's hierarchy of needs. He stressed the importance of focusing on the positive qualities in people, as opposed to treating them as a 'bag of symptoms”

2 http://www.cincynature.org/



Hospitality Tips of the Week™
“Focus on Identity”

First say to yourself what you would be; and then do what you have to do. 

 Epictetus, Greek Philosopher


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.

 
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. Individuals wishing to contribute materials may send them [email protected]. Special pricing is in effect for a limited time that also includes several JOIN NOW BONUSES, including a complimentary copy of LESSONS FROM THE FIELD- A COMMON SENSE APPROACH TO EFFECTIVE HOTEL SALES.

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



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Also See: 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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