News for the Hospitality Executive
Keys to Success:
by Dr. John Hogan,
December, 2010 The forecasts of recovery for the hospitality industry range from “next quarter to next year” depending on where one is located in the world. For those of us who have been in the industry for more than 15 years, we have come to realize that the cycle will reverse itself and we need to be ready to greet guests, serve them efficiently and exceed their exceptions.
The responsibility for ensuring that all associated receive initial and ongoing training to provide that excellent and consistent service varies by type of hospitality business. Larger hotels and companies have internal training staffs. Many branded hotels have access to their brand’s general training offerings for a fee and online learning continues to grow.
Late last year, I authored a column titled "A Baker’s Dozen" of Strategies for Hospitality Human Resource Managers” that offered specific recommendations that included an overview on training. With the continuing turbulence facing our industry and shaky global economies still identified each month, the responsibility to find the time and resources to train becomes more critical. Like politics, business is often “local” and we must be ready to greet those guests when our local conditions present themselves positively. We need to remember to foundations of our successes and not accept the negativity of the naysayers.
“We learn by example and by direct experience because there are real limits to the adequacy of verbal instruction.”
Malcolm Gladwell, Blink: The Power of Thinking Without Thinking, 2005
This column addresses the very core of all hotels: the one-on-one interaction of associates and guests. Without the proper planning and implementation of staffing and service, a hospitality business that interacts with guests 24 hours a day for 365 days a year has little chance for ongoing success.
Smaller hotels likely do not always have staff dedicated only to training, but the responsibility remains the same regardless of hotel or staff size. Today’s hospitality training team must be effective communicators who can share best practices and examples of “how to” because there always seem to be crises. Those crises might be anything from technology problems to staffing shortages, but thriving in a multiple priority environment is often a requirement.
"A Baker’s Dozen" of Strategies for
Hospitality Training Managers & Directors
Training differs somewhat from HR roles, in that it often tends to be two fold and more action oriented.
Feel free to share an idea for a column at email@example.com anytime or contact me regarding consulting, customized workshops, speaking engagements … And remember – we all need a regular dose of common sense.
1A 2011 Keynote Address and Workshop
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. www.HospitalityEducators.com is a membership site offering a wide range of information, forms, best practices and ideas that are designed to help individual hoteliers and hospitality businesses improve their market penetration, deliver service excellence and increase their profitability. Special introductory pricing is in effect for a limited time that also includes a complimentary copy of LESSONS FROM THE FIELD- A COMMON SENSE APPROACH TO EFFECTIVE HOTEL SALES. If readers would like to contribute to the site, please submit your material for consideration to Kathleen@hospitalityeducators.com. We are interested in expanding our global networks and resources as we support our membership.
Dr. John Hogan, CHA MHS CHE
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