12 Ways to Get 10 Times the Value of Calls From A Coach
W. Bradford Swift
Take full responsibility for coaching! Don't hire a coach to do your work for you. Don't expect him or her to 'do coaching' on you. Coaching is a partnership that empowers you to make a difference in your own life!...more
3 Secrets to Making the Sale
Marnie Pehrson
Recently, the Executive Vice President for a banking products company called me about a Web site for his company. He had studied the Web a little and knew he needed to be there, but wasn’t sure how to go about it or how to get started....more
A Day In The Life
Bill Paxton
7:30 - Mary begins her day by checking her calendar, responding to emails, and picking up voicemail. Looks like a full day. Again....more
A Forest Beyond The Trees
Thomas Wahl
This week I wanted to take a moment to tell you about the learning process from our visitor feedback. Like most everyone, at times we can’t see the forest from the trees and...more
A Good News Story
Guy Baker
This story is both happy and sad. But it is a story that holds the key to success in our business life....more
A Win or Lose Proposition
Thomas Wahl
Last week I mentioned the entrepreneurial opportunities I discovered on my trip to the Middle East. Hotel owners and developers, who in the past relied primarily on a brands management because of contractual limitations, are becoming very demanding....more
AAA 4 & 5 DIAMOND SERVICES
Harry Nobles
The second in a series of articles by Harry Nobles, a former AAA field representative who also participated in the development and implementation of the AAA Diamond Ratings Guidelines. This week's topic AAA 4 & 5 DIAMOND SERVICES...more
Alice in Wonderland
Thomas wahl
This past week a news item came across our desks at Hotel Resource that Best Western has reduced it’s commission on Internet Booking in half to 5%. I posted the item to our discussion board and received this response from Professor Ron Feldman, which sort of says it all:...more
An Easy Technique to Avoid being Stressed
Graham Harris
Often writers suggest there are two routes to being stressed. Stress you bring on yourself: often manifested in the roles you play, Mother, father, partner, entrepreneur, proprietor, CEO....more
Apology and Power Loss in Assertiveness
Linda D Tillman, PhD
The goal of assertiveness is to speak up with empowerment and respect. Often the effectiveness of an assertive interaction is diminished by the unnecessary use of apology....more
Are AAA Ratings Always Accurate And Objective?
Harry Nobles
The simple answer is 'No'. Very few things in life are always one way or the other; there are usually ambiguities and shades of gray. This is certainly true with AAA's rating policies, procedures, and practices....more
Are You In The Right Career For You ?
Stephanie Goddard Davidson
Is Your Career The Right One For You ? Believe it or not, a house painter inspired this article....more
Are You Reaching Your Payoff At Work
Bill Paxton
I learn a lot from my clients. Take the other day for example. A senior executive was reflecting on a long and impressive career. Then he paused, leaned forward, and almost quietly said, I got some really good career advice when I was young....more
Are You Still There?
Stephanie Goddard Davidson
One phenomenon of taking calls from customers is the necessary use of filler words. Filler words are those words such as “Uh huh”, “Mmmm” and ‘Yea” we find ourselves using when listening to someone on the phone. Often the stuff of great frustration for your QA group, this frustration is likely unfounded. Filler words are a necessary evil in the world of telephone communication....more
Are You an Olympian Thinker?
Kathy Paauw
During the Olympic games I always stand in awe of the athletes who have found the courage to follow their passions and publicly push themselves beyond what most of us could ever imagine. Their dedication and discipline are amazing. Some of the personal stories behind these athletes are even more amazing....more
Are Your Plugged In?
Thomas Wahl
You are reading this because you are plugged in! You connect to the Internet via the office, home or maybe even both. You are probably aware of the incredible growth statistics of Internet uses and you found this newsletter, because you want to be informed and connected as far as your industry is concerned. ...more
Are you Y2K ready?
Sheila Murray Bethel
IRS struggles to avoid 2000 meltdown ... ...more
Are you a LIFEGUARD or a SALESPERSON ?
Bob Petet
Recently a veteran lifeguard found himself in a life-threatening situation because he forgot a critical rule of helping people. Joe had saved several people in his early career, but his job had become less than exciting. During the last few years, the only times he had gotten into the water was to wash off the suntan lotion before he went home....more
Attitude Can Make A Difference
Harry Nobles
Please take a minute and try to recall your most memorable hotel stay; now try to remember exactly what made it so memorable. By the way, to be truly objective, I suggest you exclude honeymoons and similar experiences....more
Back in My Day…
Linda Tarrant
Have you noticed that young employees seem different from us old timers? Some of us may even think they’re not as hard working, loyal or respectful. They certainly don’t do what they’re told without first asking why. Why are they so different?...more
Bad Golf Swings - Poor Service still the biggest complaint
Tom Shanahan
The recently published 1999 Zagat Survey says that poor service is, by far, diners' most common complaint about restaurants....more
Before Creativity there is Destruction
Graham Harris
Have you ever thought that before you create something you have to destroy something?...more
Benchmarking Human Perormance
Claire Belilos
Benchmarks are the "standards" (or "criteria") management sets to help achieve organizational goals and specific departmental objectives. They are also used to measure actual organizational and departmental performance. In these instances they are based on quantitative and financial data, enabling "measurable goals" and an objective assessment of performance. Such benchmarks form the basis of forecasts, budget planning, and Profit and Loss reports. Benchmarks are set after goals and objectives are decided upon....more
Boutique Hotels
Guy Baker
Boutique Hotels - romance, mystery, something different. The hospitality industry reinvents itself again. Or does it? Small is better. Know your guest. High standards of personal service and attention to the guest's needs and wants. This is not new stuff, but is being packaged in a new way....more
Budget - A Four-Letter Word?
Thomas Wahl
It's that time of year again when many companies finalize their operating and capital budgets for next year. What also happens is that the word budget is no longer looked up in Webster's, but referred to by a well-known four-letter word!...more
Build It And They Will Come
Thomas Wahl
A few weeks ago I commented on market research for hotel products. Today I am pleased to tell you about the Holiday Inn Family Suites Resort in Orlando and their 90% occupancy....more
Building Guest Relationships on the Web
Thomas Wahl
A technology update on the potential of integrating mapping and database maketing to build strong guest relationships....more
Business Plans For Hotels. A Blessing Or A Curse?
Jimmy Steel
No one would dispute that a hotel, like any business, needs a game plan in order to succeed. But lately, companies have fallen into the trap of making these annual plans way too long, unwieldy and cumbersome....more
Calling All Headhunters!
Jimmy Steel
Recently I found myself in the unenviable position of being out of a job. I've been in the hotel business all my working life, and have been a General Manager for the last 20 years. Needless to say, I am no spring chicken but I prefer to think that I have a wealth of experience gained slugging it out in the hospitality industry....more
Can Mystery Shopping Help You?
Harry Nobles
An anonymous service evaluation, commonly called 'shopping,' is one more way to assess how well your staff is serving your guests. When properly used, a mystery shopper can help you identify weaknesses and flaws in service delivery that never happen when you are watching....more
Catch a Tiger By The Toe
Thomas Wahl
Consolidation and restructuring are amongst the words used when companies merge and look for operating efficiencies. Inevitably this includes people, since the largest operating cost in our industry is payroll....more
Change - The Only Thing That Is Constant
Thomas Wahl
I am a strong believer in the positive effects of change, but I also find that we need to learn to respect those amongst us that do not want to change....more
Changing Menus. A Good Idea Or A Bad One For The Restaurateur?
Peter Semadeni
Most restaurant owners, Chefs, and Food and Beverage Managers in hotels have been trained and conditioned to believe that their menus should be changed on a regular basis. Once a year is considered to be minimal; twice, or even seasonally, is held by some to be best. Many believe that they are not doing their jobs – or their bosses will think they’re not! – if they don’t have at least some changes....more
Citysearch.com
HR Editorial Team
Citysearch provides a great opportunity for you to promote your hospitality business to web surfers looking for information about your city. From a marketing perspective that includes both your local and transient markets....more
Coaching Your Team
Ray Pelletier
Have you ever wondered - really tried to figure it out - why certain teams win consistently and others don't?...more
Compartition
Thomas Wahl
We are closing in our first year since we decided that the Internet should become a profit center for our company. Many lessons were and still are being learned, but the single biggest one for myself is something called Compartition - Partner with your competitor....more
Competence - Confidence - Commitment
Sheila Murray Bethel
Wouldn't it be rewarding to know that you have made a difference to others by helping them become more competent, confident or committed? You can do exactly that as you use the 3-C Energy Cycle. You can generate an ever-increasing cycle of Competence-Confidence-Commitment, each contributing in turn to the growth and energy of the other....more
Connect-the-dots: Maneuvering Your Way to the Future
Linda Tarrant
Remember your first Connect-the-Dots picture book? All you had to do was join the right numbers together and a picture miraculously emerged on the page....more
Consistency: The Hallmark of a Fine Hotel
Harry Nobles
A perspective on hotels and consistency by Harry Nobles, a former AAA field representative who also participated in the development and implementation of the AAA Diamond Ratings Guidelines....more
Courageously You
Linda Tarrant
We've all read stories about people acting with selfless courage to save another person's life: A firefighter who rescues a small child from a burning building, an elderly woman who single-handedly lifts an automobile to free her grandchild, a person who jumps in front of a moving car to push a stranger out of danger. We've probably applauded those heroic acts and questioned whether or not we would be able to rise to the occasion if called upon to do so. We may even have questioned the heroes' motives. Why did they do it? Did they think about all the publicity or the reward? Was it a hoax? Courageous acts often elicit mixed emotions. They're out of the ordinary, unexpected, scary, and therefore suspect....more
Creating Atmosphere
Harry Nobles
In last months article (www.hotelresource.com/nobles) I attempted to define and describe atmosphere in a fine hotel; lets look now at steps you can take to create the atmosphere you want. I suggest that the first step should be to ensure that your door and bell staff knows how important their appearance and conduct is in setting the tone....more
Crushed Again
W Mitchell
At the age of 28, I suffered a serious motorcycle accident. The resulting fire burned most of my face and body, and left me without hands. Yet when I looked back just four and a half years later, I felt better off than before. ...more
Customer Focus 101
Thomas Wahl
It's been a while since I checked in with you. Our business has been growing on all fronts, with a private placement secured for our Internet division, travel and all that other stuff. All this action reminded me of the old drill: Time Management 101....more
Design for the Aging Baby Boomers
Henry Wong
This not an article, but survey results from Henry Wong who has conducted excellent hotel related design surveys in the past....more
Did Wall Street Attend Cornell?
Thomas Wahl
Have you spoken to any lifers at any of the major hotel companies lately? If you haven’t you definitely should. It would appear that both in the U.S. and Canada, Wall Street is directly impacting day-to-day operations of hotels....more
Do You Have A Problem...Or An Opportunity?
Diana Pemberton-Sikes
In catching up with a friend recently, she relayed the story of her five year old, Abby, who had a very serious problem. It seems that after receiving a copy of The Wizard of Oz, Abby watched the tape several times and became convinced that the Wicked Witch would get her when she was alone in the bathroom....more
Do You Panic When Your Goal Is Within Reach?
Marnie Pehrson
What happens to us when we're approaching the fulfillment of a goal? Many of us experience a letdown, panic, depression, or even outright fear that we're on the wrong course....more
Do You Sabotage Your Own Success?
Thomas Wahl
If you are consistently growing your business and generating more revenue and profit each month than the previous month, then there is no need for you to read this article any further, perhaps!...more
Do you know how and who you'll be marketing to in the year 2008?
Robert A. Gilbert, CHME. CHA, Executive Vice President & CEO, HSMAI
If you are still struggling to get a handle on your marketing efforts for 1998, what is going to happen when the year 2008 rolls around? Granted, you have 10 years to plan: yet, keep in mind that the business climate is rapidly changing - fueled by technology, economics, buyer preferences, etc. - and if you don't keep an eye on where the industry is headed, you just might get left behind....more
Does AAA Rate Resorts Fairly?
Harry Nobles
Is it fair to use the same rating criteria for resorts as for urban hotels? Should a large resort complex with extensive recreation facilities be held to the same standard as a 150-room hotel located in a downtown area and contained in one building?...more
Don’t You Just Love Being In This Business!!!
Thomas Wahl
Your drive into work was great. No traffic jams. You didn’t spill coffee all over yourself and no fire engines were in the driveway as you arrived at the hotel. You did your morning rounds, talked to some guests and you just love being in this business....more
Drop the Dead Wood
Marnie Pehrson
Sometimes in order to serve your customers better, you have to let some of them go. That's right, get rid of some of your customers! Sometimes it's better to dump dead wood in order to make room for new customers or to devote more time to your existing good customers....more
Electronic Signatures
Claire Belilos
A meaningful electronic signature can boost your business. With one stroke of the pen (the click of a button), the electronic signature can describe an entire business: who the writer is, what type of services the company offers, the benefits and positive results clients can expect....more
Employee theft: How to prevent instead of apprehend!
Wes Franks
After dealing with hundreds of these investigations over the years I am always happy when a HR director is interested in becoming pro-active instead of re-active. Too many times I watched as companies went from case to case always addressing the theft issues with the utmost care, consideration and forethought but never attempting to address the policies or procedures that could be modified or implemented that would have prevented the thefts in the first place....more
Europe – The World’s Most Attractive Investment Market
Jones Lang LaSalle Hotels
Global hotel investors revealed Europe to be their favoured investment destination in the latest edition of Jones Lang LaSalle Hotels' biannual HISS (Hotel Investor Sentiment Survey). HISS is the only truly global survey of its kind reflecting the opinion and intentions of the hotel investment community....more
FEATURE: The Marketing Plan & Hotel Operations: New Allies
HVS International
Considered the road map to realizing an organization's marketing and sales goals, a hotel's marketing plan can take many forms. However, the way in which a plan is developed and implemented is critical. Once completed (often by only a few staff members), does the plan sit on a shelf collecting dust or is it incorporated into everyday operations by all departments? ...more
FEMALE BUSINESS TRAVELERS’ EXPECTATIONS
Harry Nobles
The world of business travel is no longer dominated by business men. Nearly fifty percent of today's business travelers are women; that number has risen ten percent in the past three years. All indications point to continued increase. The classic Men's Club atmosphere is no longer acceptable and hotels across the country are scrambling to accommodate the unique expectations of these discriminating guests....more
Fall Back - Spring Forward
Thomas Wahl
Labor Day signifies the return to school for some and the return to reality for others The convention business is now starting full swing, we are busy with finalizing plans for the festive season and many companies begin the budgeting process. Talk about reality!...more
Finders Keepers
Thomas Wahl
One of the biggest challenges facing any business today is retaining great employees. Our competitors not only have aggressive tactics in place to compete for our customers, but also our human assets, the employees....more
Five Great Lessons
Stephanie Goddard Davidson
#1 Most Important Lesson
"Everyone Matters"
During my second month of nursing school, our professor gave us pop quiz. I was a conscientious student and had breezed through the questions, until I read the last one: What is the first name of the woman who cleans the school?...more
Five Percent Of Sales
Thomas Wahl
I read in a marketing magazine lately about customer retention. The focus was on the expense it takes to acquire an individual client. In other words, what does it cost in real dollars to "buy" a customer....more
Food and Beverage- a Necessary Evil ?
Peter Semadeni
In the early days of our business, at the roadside inn or hostelry, the provision of meals and refreshments was seen as a necessary adjunct to offering accommodation. Weary travelers required food and drink en route by stagecoach...more
Getting In Control
Eileen McDargh
In a world where 'too much to do and too little time' is a common mantra, there's a felt sense that everyone and everything has more control over our day than we do. While we might be at the beck and call of clients, there are still areas where the culprit is none other than ourselves....more
Go Global -Think Local
Thomas Wahl
Lots of consolidation is taking place in our and many other industries. Pick up almost any business magazine and the pages are shouting at you: "Go Global". With the advent of global communications and travel that only makes sense. However, it also creates opportunities for those that think local....more
Go To Hell
Ray Pelletier
Not you. I'm talking to that little demon who may be sitting on your shoulder. Let me tell you a story. While most of my motivational counselling is done with CEOs and super-star sales performers who are in a slump, I also spend a good bit of time counselling sports teams....more
Good Morning America
Thomas Wahl
You all remember this line of the movie of the same name. Some people refer to this line as a wake up call; others in turn look at it as a motivational message. ...more
Greed - A Y2K Bug
Thomas Wahl
We are a couple of weeks away from the revenue manager’s dream. New Years Eve 1999! For a few years our industry was building up this event, and in turn rates of course. The media was extremely helpful to...more
Here We Go Again!
Thomas Wahl
Having worked in several different aspects of the hotel and travel industry, I find it both amusing and scary that history appears to be repeating itself....more
Here We Go Again!
Thomas Wahl
The rumor mills are going stronger than usual these days with Bass being a Starwood takeover target. Starwood itself grew dramatically with the acquisition of Westin and Sheraton over the past few years and the question begs: “Where does it end?” ...more
Historic Redevelopment: Not Just Beneficial for its Creators
Bryan E. Younge
The hotel developer’s dream: to construct a hotel with pure marble Corinthian columns, elegantly embroidered foyer trimming, and a grand lobby staircase nestled in a 300-foot atrium…feasibly....more
Hotel Guest eVolution
Carter Wilson
The wildfire spread of the Internet though our society is finally showing some impact on the lodging industry. Although still in its infancy, the abundance of companies offering high-speed Internet access specifically to hotels is one key indication of the demand by guests for these services. Now the question is how “tech evolved” the guests are, and what kind of other technology will be demanded in the rooms. ...more
Hotel Telephone Service...Lack Thereof!
Peter Semadeni
I just got off the telephone. I was trying to reach an old hotel colleague of mine who currently manages a fairly up-market city center hotel. I could not believe that the phone rang for at least twenty times before an obviously harried Guest Service Agent breathlessly answered....more
Hotel Wages
Peter Semadeni
There is no doubt that Human Resources issues will be the dominant ones for the hospitality industry into the 2000’s. I lunched with a hotel colleague this week, and he complained about the difficulty he was having recruiting and keeping Room Attendants....more
Hotels For Dummies
Thomas Wahl
Some things simply do not change. Last week must have been a full moon or something, and again several colleagues from my corporate life called to complain about their lot in life as it relates to work....more
How To Influence Your Way To Success
Thomas Wahl
No this is not about how to influence people and make friends, but how to control your circle or sphere of influence and create your own success....more
I Don't Know
Eric Statler
This week's Inside View is a step back to 1923 and comes from Eric Statler, a man who helped shape our industry....more
If You Disagree With Your AAA Rating
Harry Nobles
Whether your property is rated at one diamond or five diamonds, at some point you will question AAA's rating decision. What are your options when you disagree with the results of the annual evaluation?...more
If Your Business Disappeared From The Face Of The Planet, Would Anyone Notice, Would Anyone Mourn?
Sam Geist
If your customers never saw you again, would they care? If your business disappeared, would your staff run gladly to other jobs? Would your products - your services be remembered - be missed? ...more
Improve Customer Service with Email Tools
Hotel Resource Editorial Team
As a business progresses through layers of marketing, costs incurred tend to increase, due to both the complexity of the marketing plan and the implementation time. Effective use of email tools can make it easy for you to provide your site visitors and customers with information they need and want, while at the same time keeping your marketing costs and implementation time down....more
Incentives vs Rewards - Which is best?
Rose Hill
"Why can't we get the Penguin project out the door? What's wrong with that team? They just don't seem motivated!"...more
International Appeal
Liz Craig
The time has never been better to reach international travel consumers. The Euro is launched, the net is growing and there is a significant increase in flights to North American cities. Who would have thought of a Paris - Pittsburg route two years ago?...more
Internet Ready Rooms
Thomas Wahl
More and more travelers are inquiring about internet ready rooms. As with most trends these inquiries will become demands and basic requirements. While most hotels now offer data ports on the room telephone many others have introduced data lines for traveler's notebook computers. However,......more
Is Outsourcing Your Training A Viable Alternative?
Harry Nobles
Gas prices are up; some "experts" predict decreased summer travel while others disagree. Your bookings are down a bit already. You are looking for ways to reduce expenses. Some expenses cannot be significantly reduced; others are more vulnerable. Unfortunately, training often falls into this latter category....more
Is There An Offramp To All This Change?
Dr. Terry Paulson
So you think you've had your fill of change. Here's an unsettling truth, change will never be over. We want life to be tied up by the end of the movie. In reality, life is more like a serial than a movie....more3/20/0
Keycards to Success
Thomas Wahl
I know there are very few original ideas, but there a many ways to learn from other people’s ideas. Recently I came across something that I thought was pretty neat from the Hyatt Regency in Vancouver....more
Keyword Burnout
Bill Paxton
In some ways it was a typical breakfast meeting. The waitress was pleasant, the eggs were average, and the restaurant was full of busy people. We shared a cup of black, coffee-like substance, and the first few times my client took a sip he managed to spill quite a bit of it. His trembling hand was just one of the symptoms of his burnout. That’s why we were meeting. He wanted to know if I could help him....more
Keyword Leadership
Bill Paxton
Want to have some fun? Go to the book section of Amazon.com, enter the keyword “leadership” and see how many hits you get. The last time I did this I got 8,517 hits. Eight thousand five hundred seventeen! Why is there so much material on this one subject? The law of supply and demand would say it is because people are buying it. But I suspect there are other, more subtle reasons....more
Killer Bingo: A Wrong Turn On The Road To Service Excellence
Warren Evans
Comment Cards. Everybody hands them out but are they used effectively and do they meet the companies objective? Warren Evans expands on this and more....more
Learning To Run Your Business By Watching Everyone Else Run Theirs
Michael McKinley
For years I've been telling people how they can attend a mini-seminar every day. How? By watching what happens when they try to spend their money at other businesses. How many of you have felt like the enemy when you entered a place of business? Go in a business five minutes before closing time and watch the employees' reactions....more
Lobby Conversation
Ray Pelletier
The guy looks as if he has it all together. He's good-looking, well-groomed and has an air of charisma and confidence about him....more
Making Profitable Lemonade From Lemons!
Eileen McDargh
First ingredient: a lemon. In the hotel business, that means low occupancy.
Second: a surrounding residential neighborhood with growing families, schools, businesses, and senior citizens.
Third: An empowered and creative director of catering, a town mayor, an eager-to-have-fun-high-energy hotel team from sales, catering, and conference services.
The result: an energized work force, tremendous goodwill, increased awareness of the hotel, and lots of press. ...more
Management Ethics
Hope Clark
Temptation rears its head many times a day in our efforts to manage our offices. The inclinations to tell a little white lie to an employee, slightly mislead a client, or take advantage of a co-worker cross our paths more times than we care to admit. ...more
Management by Expectations
John Platz
The foundation of any relationship whether in a business setting or on a personal basis is largely determined by the expectation that either party has from the other. These expectations often are not adequately addressed resulting in a frustrated relationship, which may culminate in the break up of a relationship. In the world of business,...more
Me Tarzan...You Jane
Ray Pelletier
Tarzan didn't waste a whole lot of words. Tarzan didn't know a whole lot of words. Never mind. He communicated. His meaning was clear....more
Measuring Performance
John Platz
Performance measures; we're all affected by them. If you are in a leadership role you're likely performing a regular review of your current performance measures; if not, you should be. In this article we would like to provide an overview of performance measures and their role in short and long-term success....more
Negotiating Ethically Is Not For Sissies
John Patrick Dolan
Negotiating isn't easy, no matter what your style. Negotiating to get what you want takes brains and backbone, regardless of whether you're gunning for your negotiating counterparts, or focusing on designing equitable solutions....more
New Years 1999 Boom or Bust?
Thomas Wahl
The New Year, decade, century and millennium depending on who is counting has arrived and the Y2K bug has come and might be gone. I am amazed at the apathy and what appears almost to be a disappointment that no major problems occurred....more
Oh, To Be Like Silly Putty
Reva Nelson
I like to simplify the difficult. When problems mount and it becomes impossible to see the forest or the trees, I advise my clients to be more like silly putty. Remember that toy? Stretchy, flexible, able to play, bend, transfer images, pliable and strong. Silly putty is resilient; we need to become resilient in order to face changes and tough times....more
Online Opportunities
Thomas Wahl
Travel is the largest growing segment of the Internet and with that growth come opportunities for hoteliers, hotel companies, suppliers to the industry, and of course the traveling public....more2/8/0
Playing For Keeps
Thomas Wahl
In many regions of the world our industry is experiencing serious staffing shortages, but sadly so many hoteliers seem to forget the easiest recruiting method: Reduce turnover and learn how to keep your winners....more
Pre-Employment Screening: Are you legal?
Wes Franks
The trend to check out the backgrounds of employees before they are hired is rapidly growing across the country. More and more employers are using company’s like Pre-employ.com (http://www.pre-employ.com) to check for criminal, civil or credit problems in a person’s past. ...more
Pride and Prejudice: Why Bias Will Always Be In Your Workplace
Stephanie Goddard Davidson
This being the week of Martin Luther King, Jr.'s birthday, I started thinking about prejudice and how it relates to pride. Aside from being the title of a famous book by Jane Austen, how are these two words related?...more
Principals
Thomas Wahl
During a visit to Europe in March, I visited an upscale chain property in Paris. The design blew my mind, the sense of arrival was exemplary and I was really looking forward to staying here. When checking-in I noticed the companies mission statement on a wall behind the front desk. I honestly don’t recall word for word what it said, but it certainly left me with a high quality expectation for my stay. It definitely mentioned quality, service, and most importantly a unique experience....more
Putting it in Perspective
Mia Cronan
There comes a point in every work-at-home individual's career when one has to step back and take a good look at what one is doing and how well one is doing it. ...more
Quick wit with extra carrots - To Go
Dale Irvin
Dear Readers, Thomas is travelling this week and rather than leave you wanting, we decided to include this neat story from Dale Irvin, called A QUICK WIT WITH EXTRA CARROTS -- TO GO.....more
Rating Differences
Harry Nobles
Are hotels in Canada, Mexico, and the Caribbean rated differently than those in the United States? Are there different guidelines for properties in other countries? The simple answer is "No, The AAA/CAA Diamond Rating Guidelines are the same for all areas, and are designed to be uniformly applied"....more
Recruit and Hire Differently, Reduce Turnover, and Save Lots of Money
Tom Shanahan
One popular definition of insanity is doing the same thing again and again and expecting different results. Using this definition, many have said that hotels have "insane" hiring and retention practices....more
Sex Sells - Maybe
Thomas Wahl
A couple of weeks ago a release came across the news wire announcing that OMNI Hotels are removing adult movies from their In-Room entertainment in all their properties....more
Should REITs Buy Other REITs Securities?
Elaine E. Derso
Are REITs better off buying securitized real estate rather than real estate itself? With REIT stocks generally trading at prices significantly below corporate net asset values and at yields sharply above those available on most properties, some are that a good way REITs to enhance shareholder value is to invest in the stock of other REITs....more
Soaring on the Wings of Humor
Dr. Terry Paulson CSP
After God created Adam and Eve, he gave them a baby. Then to keep the whole thing from falling apart, he invented humor. After they had to give back their keys to the Garden of Eden for eating the apple, God told them they would now have to work. He took back the apartment with a view but let them keep the humor to take to work. ...more
Sorry, What Was That You Said?
Linda Tarrant
Studies show that North American's are terrified of public speaking. Yet from the moment you were born, people were talking to you and impatiently waiting for you to say those first precious words. All through school we are taught to use proper grammar and enunciate correctly. There was a lot of emphasis on talking....more
Survival is a Lousy Goal
Linda Tarrant
Remember the children's story about Chicken Little? He was sitting under a tree when an acorn fell and hit him on the head. Not knowing what had happened, Chicken Little assumed the worst and thought the sky was falling....more
System For Selecting Management Company
HVS International
Entrusting your hotel to a management company requires very thorough due diligence during the selection process. ...more
TOURISM AS "GLOBAL PEACE INDUSTRY"
Thomas Wahl
Working in the hotel and tourism industry always felt a bit like being part of the United Nations to me. No matter what country I lived and worked in, inevitably you would sit in the cafeteria surrounded by friends and colleagues from all corners of the globe....more
Telephones and Market Share
Thomas Wahl
As a frequent traveler myself I could never understand that after paying for a pretty hefty room rate, I still had to pay fifty cents for each local phone call. Why nickel and dime me to death, if I already paid a superior rate for a good quality hotel?...more
The "Y2 Where's The Staff" Bug
Thomas Wahl
This infamous event is slowly, but surely coming up on us – and no this is not another Y2K story. If you aren’t ready by now your probably too late anyways. This is about staffing for both New Years 1999 and 2000....more
The Art Of Keeping Your Best People
Kay Johnson
In today's competitive marketplace finding and hiring good people is difficult; keeping them can be even tougher. In companies, stories abound about fast trackers that were hired, groomed for promotions, added great value, considered talented and then left with little notice....more
The Clearing
Thomas Wahl
Tell the analysts to take time out, chill, catch a movie or most importantly try your own product. It is amazing how suddenly a clearing appears in the forest!...more
The Customer Is Not Always Right, But
Thomas Wahl
The Customer is always right is probably one of the most used phrases in any service industry. Countless anecdotal stories can be told about the customer always being right and believe me in the workshops that I conduct, I quickly learned that you never have heard them all....more
The Design-Ratings Connection
Harry Nobles
What do your design theme and your AAA/MOBIL ratings have in common? Is there any connection between the two? Since both are statements of your property's image, I believe they should send the same message. Your design theme can have considerable influence on the way guests see the property and on the way inspectors rate it....more
The End Is Near
Thomas Wahl
There are some gloom and doom predictions for 2000 and all that Y2K jazz. Myself personally, I will watch a bunch of old movies to see how right or wrong Kubrick and other directors were....more
The Four Biggest Mistakes A Supervisor Can Make
Stephanie Goddard Davidson
In the fifteen years I have been working in call centers (as well as in other industries), I have been able to see first hand the mistakes most often made by new and seasoned supervisors, managers, and others who lead employees....more
The Future of AAA Ratings
Harry Nobles
What is the future of the AAA Diamond Ratings system? How long will on-site physical inspections and service evaluations continue to be a part of the ratings process? AAA has rated lodgings and restaurants since 1963; the current one to five-diamond ratings system began in 1977....more
The Go For Broke Guys!
Howard Galganov
We are a society of the same old, same old, where playing it safe is the norm for the masses, opposed to the daring-do of our best known entrepreneurs who really do dare to be different It is of course true that people who play it safe, aren't as often hurt as are the go for broke kind of guys, but then again, people who always play it safe don't really get ahead all that much either. ...more
The Grass Is Greener...?
Peter Semadeni
It’s natural, I guess, to consider that one’s own problems and challenges are the overriding ones in the world. Over-supply of hotel guestrooms in the market;...more
The Impact of the Internet on the Hiring Interview
Patrick Hauenstein, Ph.D. - President -- Advantage Hiring
The internet is radically transforming the entire staffing process. A huge impact has already been felt in the area of recruiting....more
The Ins and Outs Of Motivation
Alan Simmons, CSP
Where does inside end, and outside begin? Now there's a question for the dinner table tonight, or during the next cocktail party. Put the question to kids and you'll hear some fascinating answers....more
The Internet
Thomas Wahl
Let me tell you of one hotelier I spoke with last week who generates $1,200,000 worth of bookings from his web effort per year!....more
The Italian Hotel Industry
Henry Wong
Henry Wong, a Canadian Architect based in Toronto specializing in Hotel Design, was recently invited by the Ministry of Foreign Affairs of Italy to deliver the keynote address at the SIA 99. 49th International Hotel Equipment Exhibition in Rimini, Italy on November 28, 1999. He filed this report on his impression of the Italian hotel industry....more
The Microsoft Hotel
Thomas Wahl
Consumers, or travelers in our industry, are armed with this incredible arsenal of choices and one can’t help but wonder where this will lead. What will be the challenges and what opportunities will present themselves? Are you ready for the Microsoft Hotel? I'm not!...more
The Most Damaging Things You Do While Training/Facilitating Others
Stephanie Goddard Davidson
Whether you formally train others in a classroom setting, manage a team that requires continued on-the-job training, or work with a variety of people who need your input to work at optimal levels, you may be doing more harm than good....more
The Myth of "Common Sense" Service
Tom Shanahan
'Oh, you're a coupon person!' the server loudly exclaimed in the crowded espresso bar. The embarrassed coupon-bearer quickly left. The server was visibly upset that yet another rude customer had left before the order was ready. ...more
The New Millennium: Dawn of a Service Revolution
Tom Shanahan
In the ever-accelerating race for competitive advantage, many hotel operators are focusing on guest service as a way to differentiate their properties from the competition. ...more
The Problem With Customer Service Is...
Thomas Wahl
It’s a pretty big question with a gazillion theories. Let me offer you some of my own observations from real live experiences, because I personally don’t think it is that terribly complicated....more
The Same Old Wheel
Thomas Wahl
Do you ever get the feeling that you are continuously reinventing the wheel? The hotel business is probably the second oldest profession and we appear to reinvent the same old. Of course the same old comes in different flavors and shades, but it is the same old. I recently had an opportunity to ask a number of people in a focus group what they felt had changed in the hotels they stayed in over the years and I was amazed how few people actually came up with progressive changes....more
The Toothbrush Made My Nose Bleed!
Brett Krkosska
It's 6:30 a.m. and all's well. I didn't have to be at work until 8:30 a.m. Since my wife was leaving for work early, I was on my own getting the kids off to school. Time enough for a cup of coffee over the paper and a shower before waking the kids....more
The Transformed Team
Linda Tarrant
Everyone's talking about teams and teambuilding. In theory teams make a lot of sense, but in practice we're finding them difficult to implement. One reason is that teams, like everything else, are fundamentally different now, and simply moving boxes around on the organization chart isn't enough to change the way people work together. Finding innovative solutions to this problem may be critical to the future success of your organization, as well as to the success of the people working within it....more
The Trip to Nowhere
Thomas Wahl
You may recall my experience from the To policy or not? column about returning items to one of our suppliers. During that visit the sales associate made several trips to the manager in the back to get answers to my inquiries. I call these trips The Trip to Nowhere, because it leaves such an empty you have no clue what you are talking about feeling inside of me as a customer....more
The Trust Gap
Linda Tarrant
Trust is the glue that binds people together. It's critical for developing health and productive relationships. That's not to say that we trust everyone with whom we work or live. Not by a long shot. In fact, trust appears to be in short supply in today's rapidly changing world....more
The Truth About Gossip
Stephanie Goddard Davidson
When you gossip, you are demonstrating that you are untrustworthy. This not only compromises your credibility, but undermines your relationships. You are literally telling the people you are gossiping TO that you will do the very same thing when they are not present....more
The Ultimate Hotel Check-In
Thomas Wahl
Today's article is actually an endorsement and congratulations to Baymont Inns & Suites, who have undertaken a pretty impressive challenge both for themselves and their employees....more
The Union's Business
Thomas Wahl
This weeks feature article in the Hotel Resource Newsketter by John Platz talks about unions and for myself this is a rather timely topic. A hotel associate is re-engineering their Food & Beverage department and as part of that process he wants to reposition one of their restaurants as a high-end eatery. I personally think that this associate has the ingredients; from an excellent location, superior culinary team, contemporary design, operational management, to marketing support in place, however they still have the key obstacle to overcome....more
The Untapped Research Team
Thomas Wahl
How often do we sit down in management meetings and rack our brains to find solutions to operational problems, improve our product and find new and better revenue sources for our businesses?...more
The Value of Making Mistakes
Guy Baker
Making mistakes early and often in your career can be of enormous value later on. ...more
The ins and outs of timeshare resort design
Katie Murray
The International Hotel/Motel and Restaurant Show (IH/M&RS), held November 11–14 in New York City, showcased the latest products in the hospitality and foodservice industries. About 2,000 companies exhibited at the trade show, the largest in the event’s 85-year history....more
To Policy or Not
Thomas Wahl
Last week I attempted to return an item to our (ex) computer supplier and was told that I couldn't. When I asked why, the sales associate pointed towards the entrance, to a memo posted on the wall, and told me......more
Understanding Your Boss's Appreciation Channel
Kay Johnson CSP
Did you know that bosses have four ways of showing and giving appreciation? To build a relationship with your boss, it is important to understand the primary communication channel for giving and receiving feedback....more
Unique Identity + Consistent Service = Success
Harry Nobles
If you operate an independent property, your challenge is attracting guests for the first time. If you operate any property, the challenge is to get guests to return. A good marketing plan properly executed can accomplish the first challenge; the second can sometimes be the more difficult....more
What Else Crashed With The Concorde?
Thomas Wahl
Last Wednesday the Concorde crash near Paris horrified us all. Any disaster is shocking, but similar to the Space Shuttle disaster this accident triggered emotions other than the shock and grief at all those people loosing their lives....more
What Goes Up Goes Down
Thomas Wahl
Well it finally happened! The hotel business appeared to be doing well and so many industry people just didn't want to believe it might end. Who would have thought that end of the boom was helped along by the same Wall Street brokers that put the pressure on hotel stock performance all along?...more
What Is Your No Excuse Policy?
Thomas Wahl
As consumers, when we come across a problem with a product or service, many of us are quick to loose our fuse. We get extremely frustrated when we are presented with excuses and can’t comprehend, why the employees we are dealing with hide behind these excuses....more
What Is Your Optimum AAA Rating?
Harry Nobles
Before we can discuss your optimum AAA rating, we should agree on a definition of this term....more
What Makes 'M Great?
Linda Tarrant
What is it that distinguishes the good from the really great? Is it skill, intelligence, guts or cunning? These may be important ingredients, but they're not enough. I think that really great people believe in what they're doing. They come from the heart. They are authentic. I have the privilege of knowing two such entrepreneurs who stand out from the crowd. ...more
When the Boss Becomes the Coach
Mershon Bell
From time to time we all need a coach…someone who will listen to us, ask the right questions, guide us, expect our best, help us achieve our goals, and support us 100 percent. In today’s business environment, bosses must step out of their “I’m the boss and what I say goes” role and consider becoming a coach to his/her employees or managers....more
Where is Mr. Bartels?
Thomas Wahl
Over the last couple of months we have seen a lot of Bartels bashing. The former leader of Starwood, Westin and Radisson took a lot of criticism about his leadership style and I recall one column in particular written by a former colleague of his, that attacked him for jumping only on his bosses’ ideas....more
Whistle While You Work..Unless You Are A Wine Taster
Dale Irvin CSP
Do you know what is the biggest problem American companies face today? It is not espionage, it is not embezzlement, and it is not even Donald Trump. The biggest problem American companies face today is absenteeism. Too many employees are calling in sick and the disease is spreading to the bottom line....more
Whole System Change: You Can't Do It A Drop At A Time
Linda Tarrant
Are you frustrated with the amount of time it takes to bring about real organizational change?
Are you tired of going to yet another team or corporate retreat that doesn't seem to make a difference?
Does it feel like you're taking one step forward and two steps back?...more
Why Smaller Businesses Are Growing on the Web
Hotel Resource Editorial Team
As the Internet grows at an astounding rate, more small-to-medium size businesses are planning to take the plunge by developing a Website and offering e-commerce....more
Why We HATE Salespeople
Stephanie Goddard Davidson
Why do we bristle at the first sign of "sales"? - I do it. And I am technically in sales, right? I own a company and part of its success is based on my calling potential customers; sending brochures; and even sending articles like this to develop rapport and trust with my would-be clients. And yet, I too, delete Spam before reading it, hang-up on telemarketers and run from the sales lady at Macy's....more
Willing Or Able?
Ray Pelletier
Recently, I had a conversation with the head coach of a major football program. He's become a friend, and we were talking about how to approach the problem of under-performing personnel -- the same problem faced by many corporate CEOs and managers....more
Workplace Violence: Preventing the unthinkable
Bob Mather
We have all read headlines about employees being attacked and injured in the workplace. With the increase in media coverage and some may argue, the desensitizing of the American public, workplace violence is projected to grow at a alarming rate....more
World WILD Web
Thomas Wahl
It's almost two years now that we expanded our business to the Internet and it doesn't seem to stop. It was a cautious beginning with a simple company site and soon I learned that WWW actually stands for "World WILD Web"....more
Yes Sir!
Peter Semadeni
The hotel business, up to now, has been a little old-fashioned -if not feudal - in the manner in which dialogue is handled between people at different levels within the organization....more
You Are Wrong!
Stephanie Goddard Davidson
The title got your attention, didn't it? And NOT in a good way. Aren't you feeling a little agitation? I bet you are. This is the normal response to being told we are WRONG. Your intention in reading further is probably to prove to me that you are NOT wrong, but quite right. And you don't even know what we are talking about yet!...more
You Can't Steal Second With Your Foot On First Base!
Jackie Ulmer
Risk. Just the sound of the word can conjure up feelings of nervousness. The dictionary defines risk as the possibility of suffering harm or loss; danger. A factor, element or course involving uncertain danger....more
Your Idea Journal
Julie Jordan Scott
My friend introduced me to a simple concept that has had a very powerful effect on nearly every aspect of my life....more
