/Tag: leadership


Service Excellence: Through the Eyes of a Server

Bryan K. Williams | November 4, 2019

By Dr. Bryan K. Williams Back to my roots. There’s something deeply moving and rejuvenating to go back to where it all started. My professional career began almost 30 years ago in a fine-dining French restaurant called “The Palm Terrace”. I started as a busboy, then worked my way up to various roles. However, the job that transformed me; the one that made me feel like I was flying...the one that fully consumed me, was as a restaurant server. Oh, I loved that job. In fact, I still view myself as a server today! Many of the articles, books, keynotes and workshops that I’ve created were inspired by my time as a server. I studied...

Leadership Lessons: Pull the Weeds

Bryan K. Williams | October 29, 2019

By Dr. Bryan K. Williams Do you know what annoys a gardener more than anything else? A weed. They hate weeds. As soon as a weed rears its head the gardener pulls it out! In my analogy, the "gardener" is the leader and the "weed" is not the problem employee... it is the undesirable behavior (blaming other depts, bad attitude, etc). If your goal is to have a thriving garden (team), here are some keys to note regarding weeds: *You never have to try to make weeds grow. *Weeds don't start big. They always start small. *It's always easier to pull weeds when they are small. *Weeds are a sign of neglect. Whenever you see weeds, it mean...

Hospitality Financial Leadership: Creating Agreements vs. Having Expectations

David Lund | September 10, 2019

There is a popular saying in American spurned on by the slogan for a doughnut and coffee chain, "America Runs on Dunkin’." In this piece I am going to write about another thing that our western culture runs on even more than coffee and doughnuts, and that’s expectations. And just like coffee, and especially doughnuts, expectations are really bad for you. You are probably thinking I am nuts even creating the title Creating Agreements vs. Having Expectations. It sounds kind of Pollyanna. But I want to encourage you to read on. This is my second article on this topic, and I am especially passionate about showing you the distinction betwee...

The De-Evolution of a Business

Shep Hyken | September 9, 2019

By Shep Hyken Not long ago I was with my friend, Nelson Griswold. He shared with me a phenomenon he referred to as the de-evolution of a business. It can mean the beginning of the end for a business, and it usually comes as a result of not listening to the company’s customers. This pattern mirrors one found in the entertainment business—the four stages of an actor. Let’s say our actor’s name is John Smith. Four questions and statements sum up what I’m talking about: At the unknown stage of his career, the question is: “Who is John Smith?” Once he is discovered and becomes a sensation, the director makes a request: ...

Hospitality Leadership Solutions Series: Embrace Charisma, Not Stoicism

James Houran | October 19, 2018

By: James Houran, Ph.D., Dallas | Keith Kefgen, New York Noted hospitality thought leaders and corporate governance/ performance management experts Kefgen and "Dr. Jim" share common management challenges while providing time-tested, field-tested or just simple "quick-fix" ideas to keep professionals inspired, effective and successful. Some of the most memorable and effective mid-managers and senior executives utilize leadership charisma to bolster their personal brands, build alliances, gain buy-in from team members and maximize their influence internally and externally to their organizations. But some of the most charismatic leaders h...

Identifying the Mindset of the Winning Hotelier

Mihaela Lica-Butler | September 7, 2018

by Mihaela Lica Butler Yehuda Shinar published one of the most brilliant self-help books you will ever need. It's called "Think Like a Winner" but it will not suffice for you to type this keyword phrase into Amazon's search field to find it. It doesn't stand alone. There is a 1991 book titled "Think Like a Winner" by Dr. Walter Doyle Staples that precedes Shinar's endeavor and it's a great read. It touches so many common points with Shinar's belief. That average people can "become exceptional in one or more key areas of their lives, regardless of their upbringing, education, or previous l...

Leaders Communicate the Purpose (Keynote Video Clip)

Bryan K. Williams | September 5, 2018

By Bryan K. Williams Excellence is one of those words that is thrown around everyday, but many people don't stop to truly grasp the full meaning. The root word in excellence is excel, which means to go beyond. Beyond what? (I'm so glad you asked). To go beyond what is expected. It means to exceed expectations, and exceeding expectations has NOTHING to do with meeting expectations. They don't like each other, and are always in a fight. Like light and darkness, one is always seeking to dominate, but only one can prevail. If I order a cup of green tea, and you bring me the cup of green tea, that is not excellence. Even if you are smiling a...

Hospitality Financial Leadership – Every Line Needs an Owner

David Lund | January 29, 2018

By David Lund My dear mother Donna often recited her favorite sayings, especially when she wanted to make a point. She had some really good sayings, and several have stuck with me. One of them I relate to hotel financial leadership. Her saying was "Many hands make light work." How does that relate to creating an engaged leadership team at your hotel? Let me explain. It is true in any aspect of our lives at home and work that teamwork makes things easier. The reason it makes them easier is that we have more effort directed toward the thing we are trying to do. The simplest example is trying to lift a heavy rock. If we work in a coordinat...

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