Carol Verret Consulting
FAT, DUMB AND HAPPY –
The Seasonal Boom and
Carol Verret / August 2000
|Most everyone in the industry benefits
from summer tourism, with the possible exception of some southern locations
and winter resorts. Preliminary numbers indicate that tourism exceeded
expectations this summer as the economy continues to boom and travelers
may have complained but paid the increased prices for gas and airline tickets.
Congratulations to all of you who saw rates and revenue increasing and
However, a rising tide floats all boats and some of your boats will
be beached come the end of September. The answers to the following
three questions will give you an indication of how well you are really
doing and where you will be positioned in the fourth quarter:
With reference to the ‘fog the mirror’ issue, whose fault is that? YOURS, THAT’S WHO! Generations X and Y are different from the others in that theirs is the first generation not to know unemployment. Their motivations may be different but once you understand them you can motivate them and you need to motivate them to retain them. Studies show that these employees remain at jobs that engage them, where they feel that they have input, that their efforts are appreciated working with people that they like and respect. (American Management Association, Generations at Work, 1999)
First of all you have to provide training that gives them the tools to do their jobs. It is a chicken and egg question – should you invest in training them when they are just going to leave in six months or will they leave in six months if you don’t train them? Lack of training is rarely cited by the employee in an exit interview (its hard to know the value of what you didn’t receive when you don’t know what it looks like), but job satisfaction is increased by knowing how to do the job that you are asked to perform. Think about it. Furthermore, can you estimate how many guests you may have lost or will lose over untrained and unresponsive staff? This is one of the factors driving our customers to alternate distribution channels such as those available on the Internet. What are your franchise guest service scores telling you?
These are some questions to ponder while you are so busy servicing incoming guests and enjoying watching the revenue roll in.
I am having an enjoyable summer. I expect this fall, when the tourists leave, one or more of these three issues may come back to haunt you. That certainly occurred last year when my phone lit up around September.
In the spirit of mellow camaraderie induced by sipping gin and tonics on my patio, I’d like to offer you, my readers, a complimentary 30-minute consultation. Please respond via email firstname.lastname@example.org so we can schedule a telephone appointment."
Carol Verret and Associates Consulting and Training offers training and consulting services to the hospitality industry in the areas of sales and customer service. For a complete description of their services, log onto the web site at http://www.carolverret.com/.
© 2000 all rights reserved
3140 S. Peoria St, PMB 436
Aurora, CO 80014
Web Site: http://www.carolverret.com/
|Also See:||Surf's Up - Ride the Wave or Miss the Boat -The Effective Use of Technology in Hotel Sales / Carol Verret / July 2000|
|Measuring Effectiveness of Hotel Sales Departments / Carol Verret / June 2000|
|Hotel Sales Training - The Need for Immediate Results / Carol Verret/ May 2000|