gary hernbroth

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gary hernbroth

Mentoring in the Hospitality Industry: Insuring the Vibrancy for the Next Wave

Gary Hernbroth | August 5, 2019

By Gary Hernbroth “You’re never too good to get some help.” So says Shelby Hohenshil, 23, and just a year out of Michigan State University where she graduated last year from The School of Hospitality Business. But in some ways she has the wisdom of a wizened veteran when it comes to knowing what it takes to forge a successful career. Shelby landed a job right out of college at the monster-sized Hyatt Regency Chicago, the Windy City’s largest hotel at 2,032 rooms. But she has no misgivings. She knows she didn’t do it alone. “My mentor during my senior year at MSU played a huge role in getting me out of my comfort zone,...

When Customers Speak To Us, Are We Listening?

Gary R. Hernbroth | April 17, 2019

By Gary Hernbroth I firmly believe that we can learn a lot from our failures and setbacks – IF we pay attention. In fact, I recently spoke on this very topic at the Club Management Association of America's World Congress in Nashville. Several of my audience members enthusiastically shared their stories with each other, stories of how they failed, or suffered a setback, or screwed up, and how they learned from the experience and came out of it smarter and better-suited to deal with similar situations in the future. As with individuals, the same should hold true for businesses. Sometimes things break. Sometimes things go boom in the nig...

How Hospitality Companies Lose Good, Promising Talent – And For All the Wrong Reasons

Gary Hernbroth | October 26, 2017

By Gary Hernbroth When you don't read the signs, you lose good people I often wonder how some so-called business leaders get to be where they are, how they get their leadership roles. Not all, certainly, but some. They miss so much. They don't read the right tea leaves. They don't ask enough questions. And in some cases, they don't recognize the potential in their own up-and-coming leaders, either. The woeful tale described here comes from the hotel industry, but it could apply to any number of businesses. Sadly, this is by no means an isolated case. A bright young hotel professional, just seven months out of The School of Hospitality B...

Yes—Service is Selling, Too!

Gary Hernbroth | August 24, 2017

By Gary Hernbroth I don't know whether to laugh or cry when I hear someone say, "I'm not in sales, I'm in customer service." They apparently have not seen the light as to two important tenets that I've learned over my career, being on both sides of the sales and service coin: When you are selling someone something, you are providing a service to them; When you are giving someone customer service, you are in effect selling them something too. Here's why: When you sell a service or product, you are helping the person to get what they want, what they need, what they think they need, etc. The customer's percept...

Selling or Hunting: Both Require the Same Skills to Bag a Trophy!

Gary Hernbroth | December 21, 2016

By Gary Hernbroth It's big, big business, this pursuit of the whitetail deer and other game across many states in the USA each year. So is the pursuit of customers and accounts. The two pursuits have more in common than you may think. People throw around the metaphor "hunting for new business" or "I'm beating the bushes to hunt for business" all the time. So let's compare just what they really do have in common and see what we can learn from the tales of the wild. As a bit of background, I've done both kinds of hunting. As such, I've experienced the high highs and the low lows of both in my career. Anyone who hunts for deer or game or h...

Customer Service – Or Just Lip Service?

Gary Hernbroth | August 23, 2016

By Gary Hernbroth If you are a road warrior, things like this have happened to you. I placed a $20 bill on top of the front desk at a major brand hotel, and asked the front desk agent if she would please break it up for me, for tips and such. She immediately extended her arm and… pointed me in the direction of the other side of the lobby. "Sorry," she said, not too apologetically, "they don't give me a bank out here." I must have looked quite perplexed to her, as she added, "You see that Starbucks over there, across the lobby? They'll make change for you." It was the morning. We all know what the line at a Starbucks in the mornin...

Rolling Rocks & Ticking Clocks – Ways to Make Sure They Don’t Conspire to Keep You from Accomplishing Your Goals as We Start the New Year

Gary Hernbroth | January 6, 2016

By Gary Hernbroth Call it an epiphany. While shopping recently, I came upon this random pairing of pieces on a store shelf (pictured above). The juxtaposition hit me like a thunderbolt. Most likely, a store clerk just placed these items next to each other without any thought as to what they might represent together. Of course, out came my cell phone camera to preserve the moment! Why the thunderbolt? Please allow me to explain. One of the illustrations I frequently use in my training workshops when talking about accomplishing goals is of a person struggling to push a big rock uphill, all by themselves. The sculpture pictured here is per...

A Team Without Accountability is a Team Destined to be Average

Training for Winners | August 7, 2015

by Gary Hernbroth The good eat the mediocre. The great eat the good. And great wins. A recent client of mine asked his management team to do a bit of homework prior to our next training workshop. It involved looking up one or two of their competition's mission statements on the internet. We were going to start working on developing their own company's mission and vision statements, and his thought was to have the team bring them to the session for a comparison of phrasing, ideals, and a bit of a look into the other guys' corporate souls, so to speak. I was shocked during the training session when I went around the room and asked the ass...

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