News for the Hospitality Executive |
Keys to Success Hospitality Tip:
Focus on engaging the �high-touch� side of our business
by instilling passion in our people #1
by Dr. John Hogan CHE CHA MHS, July 29, 2010 How often have we heard the expression that �Life is a journey.�? Global authors and writers have noted that that travel is one of humankind�s most enduring symbols of freedom and ability to enjoy life. The concept of travel is inbred into the human experience, and we as hoteliers need to be proactive in how we deliver that experience to each one of our guests. In these times of continuing uncertainty in the cycles of the slow rebuilding of global economies, oil spills, seemingly illogical stock market responses to speculative stories and more, we as hoteliers and the travel industry need to maintain the uniqueness of our services, regardless of our style or location of hotel. Travel and tourism is the number one industry of many countries of the world and considered the largest service sector export for the United States. It is one of the largest employers, developing workers at all levels and areas of expertise. We have all heard the statistics on the millions of jobs, the billions in payroll income and the substantial contributions to governments everywhere as communities of all sizes benefit as well with significant tax revenues for federal, state, and local governments. Today�s every day reality is one that interacts with so many people, always seemingly in a hurry to get somewhere else. Time becomes even more precious, yet we run the risk of becoming a commodity or every day common product if care is not exercised. I became fascinated with the hospitality industry at the age of 15 at what was then a tired Vermont resort, but the appeal of the industry was magnetic because of the very special personal interaction between guest and host (innkeeper, general manager, owner or whatever the title). Even though the hotel was �a bit worn� and travel trends were changing, there remained an excitement about actually providing a unique experience. This is the initial article in a series that will focus in short segments about how to deliver that experience today, whether you are an independent hotel or brand affiliated. One of the clients I served was interested in this topic and for those programs I reached out for some additional insight to someone I knew from the 17 years I proudly spent as a Tennessee hotelier. Johnny Walker of Nashville has been involved in the hospitality industry his entire career. Johnny Walker Tours is probably Nashville's most experienced tour operator, dealing with various riverboat and music festival packages, guide services, reunions, group business and much more. He also has a number of hotels and brands and served at one time as the CHOICE Hotel Owners Council President. Johnny and I are long time associates in the years we overlapped, as we served together on a number of industry councils, commissions and hotel association boards. When asked, Johnny shared three goals with me that he felt were important for the program I was preparing:
These attendee-inspired sessions moved quickly into the hospitality/lodging world and identified the �guest experience� of today�s guest in three areas:
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.
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Contact:
John J Hogan, Ph.D. CHA CHE MHS
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