News for the Hospitality Executive
Keys to Success Hospitality Tip:
Share Best Practices on Engaging the “high-touch”
side of our business #2
by Dr. John Hogan CHE CHA MHS, August 3, 2010
The full title of the previous blog reinforced the emphasis of this series: Engaging the “high-touch” side of our business by instilling passion in our people and I appreciate reader response and feedback. Segment 1 introduced an understanding of a genuine need for the hospitality industry to provide a unique experience or face the potential consequences of our hotel, restaurant, retail service or attraction being viewed as very ordinary or in other words, a commodity.
This second segment of the series further defines the experience of today, whether you are an independent hotel or brand affiliated. In segment one, I shared some insights from Tennessee hotelier Johnny Walker of Nashville. He has been actively engaged in the hospitality industry for more than 35 years and is one of the region’s most experienced tour operators. As a hotel owner/operator with numerous brands, he offered a number of ideas he felt were important for hotel managers today, including the message that “every room rental/stay must be viewed as an experience”
In a number of interactive workshops over the past two years, I have focused on identifying ways to encourage hotel general managers and their staffs to think about the “guest experience" and how we might build that commitment of “high touch” into the mindset of every employee for every guest.
Recognizing the danger of becoming a “Commodity”, and seeking specific ways to avoid becoming ordinary, I focused on three areas in these workshops and am pleased to share some best practices from managers and owners of both branded and independent properties.
The first topic discussed is one that every guest experiences, regardless
of hotel location, room rate or level of service: SLEEPING
The next two segments of this blog will share best practices on breakfast and staff responsiveness to a guest’s concern or complaint.
Feedback or ideas for future pieces are welcome -contact me info@HoganHospitality.com
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 a consortium (www.HospitalityEducators.com ) of successful corporate and academic mentors delivering focused and affordable counsel in solving specific challenges facing the hospitality industry. Services are designed to help individual hoteliers and hospitality businesses improve their market penetration, deliver service excellence and increase their profitability.
|Also See:||Keys to Success Hospitality Tip: Focus on engaging the high-touch side of our business by instilling passion in our people #1 / John Hogan / July 2010|