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How do you spell SUCCESS?
by Dr. John Hogan, CHE, CHA, MHS
December 13, 2011

Sometimes opportunity knocks, but most of the time it sneaks up and then quietly steals away.
 Doug Larson, nationally syndicated American columnist  for the Wisconsin-based newspapers Green Bay Press-Gazette and the
 Door County Advocate

The co-authors of a new book on Social Media shared a somewhat unique perspective in their 12.6.11 blog posted on the Harvard Business School site.  The blog title -  People Are Not Your Greatest Asset  - did not dismiss the value of people in today’s corporate culture, but offered a sentiment for leaders that went beyond to examine how we treat the people in our organizations.

Anthony  Bradley, group VP, Gartner Research, and Mark  McDonald, group VP and Gartner Fellow, Gartner Executive Programs argue that many well known companies employ some of the smartest business people not only in the room but in the world, yet offer examples of people of that caliber took their firms (Enron, Lehman Brothers, AIG, Countrywide) to near or actual ruin, contributing to the major financial economic collapse of the U.S. (and global) economy in 2007-2008.

These researchers argue that it is how organizations empower people is the real asset and that providing the tools needed (goals, structure, incentives, authority, resources, processes, etc.) is enhanced by the speed and reach of the fast moving social media.

This article is not going to address social media specifically, but it will address the impact of what has occurred in the past two years.  Hospitality, including hotels, restaurants,  clubs, spas and more and other  industries have dealt with dramatic erosions of revenue and profitability, as well as the loss of long-term customers and loyal staff.

As an industry, hospitality in literally all segments struggled to find ways to meet the global financial meltdown. The 2011scorecard is not yet totaled, but there are certain bright spots in occupancy and trends in a number of markets.  The industry used dramatic cutbacks and “tightening of  our belts”, but that alone was not complete course of action. Proactive leaders in our industry have realized that more must be done  in 2012-2013.

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 believe that NOW, beginning in January 2012, is the time for progressive hospitality business owners and managers to invest in their teams and to empower them with knowledge and the tools they need.

As we rebuild our focus into an anticipated recovery over the next 6-24 months (depending on the particular forecast for specific markets), those practical industry leaders will recognize that NOW is the time to pay attention to those professionals in our organizations that are the key components of why guests will stay with our businesses.

It is a challenge in cost-conscious operations today for managers to leave their properties for professional development, but it also a reality that there is seldom dedicated time for on-the-job training, which has habitually been a strong element of the hospitality industry’s career advancement path.   There are many issues facing the diverse world of hospitality and today’s managers need to be aware of that diversity, regardless of their own special 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 example of this balance of learning is an annual program offered by the Texas Hotel & Lodging Association. 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 Association’s 67th Annual Short Course program is scheduled in Houston in the 2nd full week of January 2012 and I am proud to have been asked to return for a fifth consecutive year. I will again participate with workshops on Operations in Understanding the Heart of Hospitality – Housekeeping and Engineering.

The 2012 Short Course, proudly co- sponsored by American Express and the American Hotel & Lodging Association, has its traditional strong range of topics including:
 
  • Controlling Alcohol Risks Effectively
  • Creating a Service Culture for the 21st Century
  • Customer Service
  • Employment Law for the Hotel Industry
  • Essence of Greatness
  • Green Initiatives
  • Food & Beverage Strategies
  • Hotel Law
  • How to Build a Front Line that Will Build Your Bottom Line
  • the Heart of Hospitality – Housekeeping and Engineering
  •  Leading a Diverse Workforce
  • Loss Prevention
  • Positive Management for Positive Performance
  •  Revenue Management
  • Stand by Your Brand, Putting the WOW Back in Service
  • Team Building
  • The Connected & Committed Leader and
  • “Where Do We Go From Here?”
The 2012 Short Course is a unique training and motivational opportunity for hospitality professionals to assist them with career advancement. It’s a small investment with a guaranteed return..

Texas Hotel & Lodging Association’s 67th Annual Short Course is scheduled for January 9-13, 2012.   University of Houston, Conrad Hilton College of Hotel & Restaurant Management, 4800 Calhoun Road, Houston, TX 77204.  Early Registration Rates (Before 12-19-2011) THLA Members ($275)  Non-THLA Member ($355)   http://members.texaslodging.com/events/thlas-67th-annual-short-course

We at www.HospitalityEducators.com    realize that there is only so much content that can be included in a one-week program and we offer more than 1,000 resources to our members. There are other  universities and associations globally offering strong programs of varying length, content and investment and we will comment on them in future articles.

Additional programs of study I would recommend to individuals for consideration in 2012-2013 include: 
  • Capital Project Management, focusing on the ROI of Renovations
  • Diversity and Ethics in Human Resources
  • Family Business Ownership and Management structures  
  • Financial Management and Accounting for Executives
  • Global Marketing and Sales Management – Practical action plans
  • Key Ingredients of Effective Leadership
  • Maximizing the Franchise Investment
  • Real Estate Development and Taxation
  • Safety & Security , Reasonable Care
  • Social Media and Technology for Executives
  • Strategic Planning
  • The Need and Value of Hospitality Associations as Business and Political Lobbying Resources
How do I spell SUCCESS?
L-E-A-R-N,   T-R-U-S-T, M-E-N-T-O-R , E-M-P-O-W-E-R = S-U-C-C-E-S-S

[1] Anthony J. Bradley, group vice president, Gartner Research, and Mark P. McDonald, group vice president and Gartner Fellow, Gartner Executive Programs, are co-authors of The Social Organization: How to Use Social Media to Tap the Collective Genius of Your Customers and Employees
2.  http://members.texaslodging.com/events/thlas-67th-annual-short-course



Hospitality Tip of the Week: Focus on Training

I hated every minute of training, but I said,
"Don't quit. Suffer now and live the rest of your life as a champion."
Muhammad Ali



KEYS TO SUCCESS  is the umbrella title for my 2011-2012 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.    Turn-around and revenue management
2.    Professional Development for the Organization and the Individual
3.    Customer Service
4.    Making Cultural Diversity Real
5.    Developing Academic Hospitality programs
6.    Medical Lodging Consulting
7.    Sales Management and training

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: Year end 2011 -- Birth of a New Tradition - Rethinking Small Business Saturday / Dr. John Hogan / December 2011

Seasonal Safety and Security Reminders / Dr. John Hogan / December 2011

KEYS TO SUCCESS™ Revenue Management Should Mean Planning and Action at Every Type and Size Hotel (Part 2 of 2); A Plan for All Seasons / Dr. John Hogan / November 2011

KEYS TO SUCCESS™ - A Plan for All Seasons Revenue Management Should Mean Planning and Action at Every Type and Size Hotel - Part 1 of 2 / Dr. John Hogan / November 2011

A Baker's Dozen of Reality Checks in Hospitality - Myth or Fact? / Dr. John Hogan / September 2011

Remember and Reflect - A Tribute; American Lives: The Stories Of The Men And Women Lost On September 11 / Dr. John Hogan / September 2011

International Exposure Expands the Potential of Success in Hospitality Businesses and Academics / Dr. John Hogan / August 2011

Keys To Success - Answers and Practical Solutions from Readers on The Value of Hoteliers Helping Hoteliers / Dr. John Hogan / August 2011

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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