The Value of Hoteliers Helping Hoteliers
KEYS TO SUCCESS™
An idea that is developed and put into action is more important than an idea that exists only as an idea. Buddha
Over the last few years, I have served as a panelist at some large venues such as the International Hotel & Restaurant Show in New York City and at a number of hospitality industry events and conventions including an annual CHRIE (Council of Hotel, Restaurant and Institutional Educators.) meeting. I have also had the privilege of serving as the panel moderator at such events as an annual AAHOA meeting, several AH&LA meetings and at a number of brand conventions.
In this latter role, I have also learned it takes a certain amount of skill and tact to balance the inevitable egos that may surface on panels, especially if the topic is controversial or if there are perhaps competing brand representatives trying to gain position.
Below are seven questions I used at a very successful program on Guest Service for an international organization. The panelists were all operating general managers and/or owners of properties of different sizes, locations, service levels and prices. There were more questions in the session and there was Q&A with the audience at this particular program, The five panelists had a preview of some of the questions, but there was no limit set on responses.
7 Sample Questions
- How do you define excellent Customer Service?
- How do you compete with the brands or chains that offer a 100% guarantee? (Looking for specific examples)
- We often hear that line level employees feel they do not have enough empowerment to succeed at their jobs. What do you do at your hotel?
- Who follows up at your hotel if there is a problem? What about the guest who has already left and you learn about a problem?
- Can you share some examples of providing excellence in service in areas outside of the front office?
- Can you describe and share a funny or amusing customer service problem that had happened to you as a consumer and had a negative ending? What might have been done to turn this around?
- Can you quantify PROFITABILITY with delivering better service?
I have found that these HOTELIER HELPING HOTELIER Panels can have a major and positive impact on an overall program, but they must be well moderated and the panelists set at ease, especially if this is their first time to participate. If readers are interested in some of the answers to these questions, send me a note and I will recap them in a future column. I would also be interested in supporting your association or company meeting in this manner or with some other program that meets your needs
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KEYS TO SUCCESS™ is the umbrella title for my 2011 programs, hospitality services and columns. This year's writings focus on a variety of topics for hotel owners, managers and professionals including both my "HOW TO" articles, HOSPITALITY CONVERSATIONS™, Lessons from the Field™, Hotel Common Sense™ , THE P-A-R PRINCIPLE
Answers and Practical Solutions from Readers on The Value of Hoteliers Helping Hoteliers | By Dr. John Hogan, CHA CHE CMHS
John Hogan, CHA CHMS CHE CHO
John J. Hogan is a career hotelier, author and educator who has held senior leadership with responsibility in several organizations involving operational, academic and entrepreneurial enterprise. He has been affiliated in management roles with Sheraton, Hilton, Dunfey (now Omni), Park Suite (now Embassy Suites), Med Center Inns of America, Best Western world headquarters and independent properties.More from John Hogan, CHA CHMS CHE CHO
KEYS TO SUCCESS™ is the umbrella title for our programs, hospitality services and columns. This year's writings focus on a variety of topics for hotel owners, managers and professionals including both my "HOW TO" articles, HOSPITALITY CONVERSATIONS™, Lessons from the Field™, Hotel Common Sense™, THE P-A-R PRINCIPLE™ and Principles for Success.
All rights reserved by John Hogan and this column may be included in an upcoming book on hotel management. This article may not be reproduced without the expressed permission of the author. The opinions expressed in this article are those of the author and do not necessarily reflect the views of this publication.