Holidays and Hospitality

It's been some time since I last posted, I suppose I had lost some spark being in a tiny town and fighting to find some magic in the Hospitality Industry. With the hustle and the bustle of the Holidays, are you finding any magic in the hospitality industry?

Lunches with colleagues and guests brings us into the forefront of the industry but have you noticed anything has changed or has it gotten worse? Are you receiving exemplary service due to the influx of guests or are you noticing the slipping of the standards?

Sitting down at a table recently I noticed the busy location I was in was lacking in some much needed spirit. The server I was interacting with was, for a lack of a better term, bored and preoccupied. He lack of respect for me as her guest was evident but I totally always provide the benefit of the doubt and decided to be patient with her. I even extended some friendly banter to see if perhaps she would recognize her slip and come back to life. I even explained that I was in the industry of guest services and appreciated that she was extremely busy, overworked and totally understood. This apparently gave her the green light to unload on me and complain and bitch bitterly. OUCH!!  That left an extremely bad taste in my mouth and I can assure you, it will certainly take ALOT to have me return to this location.

Look, I realize that these weeks leading up to the Holidays have offered so much stress and tension. I realize that we ALL have things we need to accomplish in such a short time, I also appreciate that, unlike me....the planner, your not even REMOTELY ready for the Holidays. Keep in mind however that you are working, you do have an obligation not only to your guests but your EMPLOYER to be the very best you can be. 
I strongly believe that your attitude needs to be checked prior to walking in the door. I also strongly believe that your management team needs to be on their game more than EVER right now. Encouragement is key here. Showing your colleagues the way things SHOULD be and how things are EXPECTED to be done. Feeling like your part of a TEAM  SHOULD be taking this extremely seriously now. Stress is overwhelming for most and this time of the year, EVERYONE is facing it. Having a team leader who is supportive, fun and stress-free is really helpful whilst at work. Providing an atmosphere of calm, support and  understanding is essential. When your stressed, either working in a busy restaurant with bustling shoppers running in for a quick bite before heading back out into the race for more gift shopping, or at the front desk of the Hotel checking in coming off of an extremely long flight home.....we are all pushed beyond our limits. We have other things present in our minds.......notice I said presents?

Look- the Holidays shouldn't be all about gifts, however it seems as though nowadays, that is all anyone is interested in. This means money, the leading cause of stress in mostly every body's lives. Enter the Hospitality Industry person ( THAT'S YOU). Your suppose to be gleaming with  smiles and cool and calm as a cucumber and forget about YOU having a life. Your not allow, I'm trying to check in here. I know your snickering here but this is seriously what people are thinking. If your working with an excellent team, this shouldn't fizzle you. Your smiling, your having a great day, your making FABULOUS TIPS and your day is flying by. However, if your not in that atmosphere at work, your probably looking drawn, angry, tired and over worked and certainly underpaid. The joy of being at work, the great feeling of "WOW"ing your guests is a lifetime away.........I always look to the leaders for assistance, guidance. That is exactly what they are getting paid to do remember. Now, I don't blame them 100% but they are a major part of the problem. 




And guests, remember something- just because your in a rush, DOESN'T EVER MEAN RUDENESS SHOULD BE TOLERATED. Your human too. You have a cushy job but choosing a career in Hospitality is often out of necessity, TIPS, HOURS.........or a hundred other possible reasons so BE NICE. Take a breath. SMILE. That server has probably been working all day long too and has FEELINGS that don't need to be shaken with your hurried actions, and that tip you decided NOT to leave is certainly going to affect those gifts that they too have to buy. So, buy that coffee for the person behind you in that Starbucks line-up. It's not going to break you. Leave that extra $5 for that awesome sandwich you just had at the deli. That housekeeper that is about to clean your room wasn't going to happily wipe all that water off the floor and the towels that were strewn everywhere because you were late for your big shopping day so PICK THEM UP. Drop some change onto your table for them, they deserve it and really appreciate it.

HAPPY HOLIDAYS EVERYONE!!  Together, we can survive the Holidays  we can enjoy them with our families and friends and be reminded that tis the season to appreciate and respect our fellow man.

The definition of service terms

Are you wondering what that term you heard really meant in the Hospitality world?
I mean when someone says they are Enthusiastic......what does it really mean?

The service industry, or Hospitality Industry as we like to call it has many different definitions and here is a breakdown of a few:

SPIRIT:
Everyone wans to connect with people and companies that make them FEEL GOOD. A positive spirit and attitude will only lead to POSITIVE RESULTS.

ENTHUSIASM: When people in an organization like what they do, it shows. Thier enthusiasm transfers to the guest and assists to create a positive connection.

RESPONSIBILITY: Giving your colleagues ownership of thier roles within the company assists to instill a sense of pride and commitment.

VISIBILITY: Besides servers, front desk agents, managers or sales people who are in front of the guests constantly, back of the house people also need to be recognized and acknowledged for their work.

INTEREST: TRy to eliminate the "ONE SIZE FITS ALL" attitude and customize your offerings to fit your guests needs instead.

COMMUNICATIONS: Whether to your colleagues or your guest, speak with a consistent voice that embraces your brand's essence.

EXCELLENCE: Each person in your organization is an ambassador for your brand. Strive for excellence and keep your guests and your colleagues engaged and happy.


When you freely use these examples of service with your colleagues and guests alike, your on your way to a profitable result.

how do you make your colleagues feel like SUPERSTARS?

Have you ever questioned how your colleagues feel when your leading them? Are they the correct fit for the role? Do they sparkle or leave a lack lustre trail behind them? I believe that I may have found something that you may find helpful as a leader



1. GET THE RIGHT PEOPLE IN THE RIGHT ROLES:
Are you leading the team you need? Or are you leading the team you have?
Nothing is as important as a leader is to create a team that is so capable that you can focus on those higher-order problems. Many managers think the job is to make the best of the team they have. THAT IS NOT THEIR JOB.
Your job is to DEVELOP, and, if necessary, to change the people so you get those idividuals who are well suited for their roles, which means you will have a team that can do whatever it takes for both now, and in the future.

2. LET PEOPLE BE AMAZING:
When you have that team, you give them important work, you support them, take a moment to step back and allow them to be amazing.
Delegate work but also POWER.
Allow your team to make decisions, solve problems, allow them to have pride in their accomplishiments.
Of course, you will also ensure they are recognized. Allow them to see you trust them, respect them.
They will move mountains, so GET OUT OF THE WAY AND WATCH THEM SHINE!!

3. GET THE CRAP OUT OF THE WAY:
As part of your responsibilities, one of the key componants to your job is to create an enviroment that is great to work in.
When you have uncertainty, worry and doubt, it drains the energy out of the organization. If you want to create a space where people thrive, you really need to ensure that your watching the sand trickle into the gears.
Make, clarify and communicate decisions.
Do not EVER allow questions & rumors to fester.
Don't leave people wondering what is important or which direction they are to go, SPELL IT OUT.
REMOVE NEGATIVITY
Remove the bullies or those who block communications.
BE ACCOUNTABLE- address missed deadlines with consequences and action plans.
Face up to, and fix broken strategies.

4. FIND THE MAGIC:
When you recognize you have someone in the right role, you will see MAGIC HAPPEN. They THRIVE. THEY GROW. THEY WILL DO AMAZING THINGS. They aer proud of what they do.
Imagine what it would be like if you had an ENTIRE TEAM of people like this.

Your job as the leader is to create that team.

The positive ways in which you attack your career

I have been in this crazy world of Hospitality for some time now and I can honestly tell you, I LOVE IT. I have had the opportunity to work for some incredible properties, I have had the very best leaders and, sadly, the very worse.



There is so much going on in today's employment markets, not to mention a seemingly endless supply of things to remember and bring to the table each and everyday. Do you in fact bring the positive to your property? Are you walking through the doors for your scheduled shift with a smile on your face, a zip in your step and the outlook that it's gonna be a FANTASTIC DAY?

People often wonder if I am truly who I say that I am, and if I truly walk through the doors of my tiny Hotel in rural Canada with all that I speak of in my blogs and what I post on some websites. I can get some of my colleagues to come and tell you that I do but I know that each and everyday when I wake up, I AM happy, I am filled with JOY to have the opportunity to go into a place that I LOVE working.

Your daily outlook is yours and yours alone. You must realize that when you completely change your outlook, you will change your life. Being happy, positive and filled with joy is something that your guests can SEE, SENSE and FEEL.
Hospitality is a fickle business and in this day in age, the employment market busting at the seems with people from every age, race and experience trying to get a job, what will set you apart from the pack is your attitude. My guests know that I LOVE MY JOB. I have had multiple comments from guests since I started a mere 3 months ago that I am a ray of sunshine, a joy to deal with daily. I am so proud of that. I am delighted to be of assistance, whatever that can be. I love to go above and beyond for my guests and I have truly realized that being authentic and genuine and happy and positive is a CHOICE, a DAILY CHOICE.
When I wake up, I know what type of day I am going to have merely by how I feel. I know it is my decision and mine alone to change it if it is not what I want as well. If I am grumpy or angry about something, I can make the decision to bring it WITH ME, or LEAVE IT AT THE DOOR. Things come up though, and reactions are reactions but you can always make the choice.

So, tomorrow, when your gearing up to leave for work, check to see what your feeling and change it. I assure you, you will certainly NOT be disappointed and those guests will appreciate it way more than you might realize.

5 Ways to Find Candidates Who Fit Your Culture

Are you determined to find a colleague that fits into your companies culture? Are you truly finding the right people? Asking the correct questions? Take a peak at this fantastic article that might shed some light on things for you.




5 Ways to Find Candidates Who Fit Your Culture

Cornell Introduces Cornell Advanced Programs: Hospitality Higher Learning :: Hotel News Resource

Are you one of those people who love continued education to further your goals in your career? Are you a Hospitality leader who wants to take an advance program? Cornell may have what your looking for.




Cornell Introduces Cornell Advanced Programs: Hospitality Higher Learning :: Hotel News Resource

Do you give your all when your at work? Are you recognized for that?

We are totally in prime Hospitality season in North American and I am sure that business is booming. With President Obama's initiative to bring more people into the USA for Tourism and the Canadian Government pushing to have visitors come on over, the North American hospitality industry is in full swing.
Are you giving 100% each and everyday your at work? Do you show it to your guests? Are they getting your winning smile and shining personality?  When your overworked and unappreciated, going to work daily doesn't really bring a smile to your face now does it?

As a leader, are you really focused on your colleagues or are you mainly focused on your workload? Switching your daily routine to include some one on one time with your colleagues is truly imperative. Everyone learns, interacts and lives differently. Some are needing the extra push, some just want to be recognized, no parade.....no party and streamers but merely an acknowledgment that their leaders see what they can and have accomplished. Are you doing this? Does the daily day to day workload get noticed? Are you interacting and keeping your colleagues engaged?


If you have been lacking in that department, don't despair, you can always change, it IS possible if your willing to put in the time. Just saying hello and then walking into your office and locking it tight doesn't focus on your team now does it? Your probably reading this and thinking, WHAT DOES SHE KNOW?
I have been in a multitude of locations and that gives me an edge. It means I have been with different leaders, have BEEN the leader and I have made a plethora of mistakes and have learnt from them. I also know what makes myself and my fellow colleagues happy.

Recently I was unemployed, giving me the opportunity to really look at my strengths, weaknesses and what I wanted and things I wouldn't want once I started working again. I did research, went back to schooling myself by enrolling in some excellent classes online, reading and generally getting information. I realized my passion for hospitality continues to grow and assisting others to become better makes me very happy and I feel as though my thoughts are extremely useful. Having wonderful role models is always key as well. My leaders at Disney when I was privileged enough to be invited to work in a Cultural International Program also make me love going to work daily. Now, I would NEVER, EVER say that everyone is perfect, Disney isn't PERFECT either but the ones around me, taught me very well, my experiences were incredible and I continue to be in extremely close contact with my Disney leaders and they continue to inspire me today.

I was one who always admired the way leaders made me feel part of a TEAM. I was asked nothing more than my very best each and everyday and was given the tools to preform my daily tasks to the very best of my ability. Not only that but was offer the chance to be empowered. To many times we have all heard horror stories of leaders who are micro-managers. These people are more afraid of loosing their own positions, for fear that you yourself would be better than they were and that you had the ability to take their high powered, high paying position away from them. So, in order to ensure that wasn't going to happen, they would keep an extremely close eye on you and your every move. Telling you what to do and exactly how to do it. Where is the opportunity to shine there? And when you didn't preform to the very best of your ability, who exactly gets the blame?

Knowing that your leaders are encouraging you, creating an empowering environment and allowing you to SHINE and also to make mistakes and to LEARN from them. These are the future, gone are the micro-managers or at least, we hope that this is the way of the future. Hospitality is about personality, about giving to your guests and receiving back so much more. It is more than a tip, more than a job, it is a way of life. And for those of us that are allowed to grow, flourish and soar.....the everyday tasks become extra ordinary and becomes a passion. Are you nurturing this in your colleagues? Become a leader that you yourself want to have. In the end, you will provide so much more than you may even realize.

Are you working for a company that is invested in you?

In today's highly competitive Hospitality industry, you need to realize that everyone is fighting for a spot on that team. However, is that team working for you? Are you being provided the very best training that can be provided?
Many properties are starting to offer the same type of training, University. That's right, you read that correctly, University. They offer a site that you may visit 24 hrs a day, 7 days a week at your leisure. This gives the colleague the opportunity to do their own training. Is this right? Is this the proper way of training a colleague? Are they getting the information needed to properly do their job?

Hilton Hotels have started a developed site making each colleague responsible for his or her own development. Hilton University doesn't limit them only to being on property in a shift at the property. The courses were actually developed in partnership with Harvard & Cornell Universities.
Choice properties also have Choice University, able to visit the site 24 hrs a day, 7 days a week however I am unsure at post time exactly who is responsible for development.

We are told that many times colleagues are in the dark about promotions and advertising from their very own properties and this is a fantastic education opportunity for everyone to find information compiled in one location. In the University sites, the student gets to travel through modules at their very own pace, retracing steps not understood or in need of review when needed.

Disney Institute has also been created for more than just the Disney Cast Members, it was actually created for anyone willing to pay to receive Disney training. This program was created as many people in the past made inquiries to Disney in regards to the possibilities of learning the famed Disney MAGIC secrets.
These programs offered are actually hosted by former Disney CEO's, trainers and many.....many Disney Top Leaders. Disney has spared no expense to provide everything that makes Disney......well......Magical.
Learning how to accept guests, how to act, things to do to adjust your own business to create more revenue, more magic. Sounds silly to some I am sure but make no mistake, this is BIG BUSINESS. Disney Institute has been experiencing great demand for many many years. You are immersed in Disney Culture, and find out the Traditions and daily business practices that make Disney the Empire that it is today. I mean, it wasn't always that way but remember, Disney is only Disney because of the Cast Members it has and it has many.
Over 65,000 in Florida alone, Disney is the largest employer in the World. That means obviously they are doing something right.

I am so proud and honored that I am a Disney Cast Alumni. I spend much time training, offered the same training that each and every current Cast Members are offered. Traveling to Disney University for classes. Then, your not dropped into your location without more training, your actually offered at least another 2 weeks of hands on, personalized training and you are never left to feel alone. The knowledge I received it actually something I go back to for every position I have received since my contract completed.
I was taught the highest standards, the very best of the best.

Does your company provide you that? Do you have people that are available to provide one on one training? Are you left alone after a day of reading a manual and expected to know everything? Are you set up for success?

To the future of Hospitality, Hilton, Disney and even Choice properties have begun offering the opportunity for you the colleague to succeed. You can be reassured that learning from the past has offered a bright new future for the new and up and coming stars in the Hospitality Industry and I for one cannot wait to see the future.

Taking on a newer role in an old faithful

Beginning a new journey takes courage, bravery, strength and determination. When you have been out of work for a longer period of time that you anticipated, you are faced with different sets of challenges.
When you finally are successful in obtaining a position, hopefully in the career field your custom to being in, you have to remember how things are done. If your lucky, you will slide right back into the old ways, picking up where you left off.

I love the hospitality industry, in particular, the Hotel World. The guests are magical to me. They provide such joy and inspiration and I know that I have arrived at my perfect career choice. I have many friends from around the world, folks I have had the PRIVILEGE and HONOR of spending quality time with and with whom have taught me more than they could ever imagine.

When I left the Hotel industry to try my hand in the Casino World again, I was perplexed. I thought that I would loose my talents I so proudly offered many times prior. However, once thrown into that exciting and scary world of Casino's once more, made me realize more and more how much I LOVE Hotels and shall not stray again so help me God.

1365 rooms at the grand dame of Hotels the Toronto Fairmont Royal York Hotel to the Casino Rama Hotel to the Vancouver Fairmont Waterfront, I have learnt how to accept guests graciously, openly and lovingly. I learnt that I can treat each and every guest with respect and although they all have different ranging needs, they all expect and deserve the very same treatment. No one is better than the next. As I love to tell people, "We all have to put our pants on in the morning, some of us may have someone to DO it for us but we all have to do it, one leg at a time".

Returning to a small, small town to work has brought it's own challenges. Not knowing a single solitary person in town other than your parents with whom you have begrudgingly moved in with and not many more has offered a different opportunity for me. I have taken the time to write. My feelings, my chapter, my life. I have included posts for my blogs, expanding my Social Media take over. ;) I have learnt to calm down. Take every single step slower. I learnt to appreciate things in my life, be grateful. Even accepting a part time position in a lower scaled property. Such a difference from 1300+ rooms and now, 60. WOW.
Being in a property with over 65,000 cast members at Disney to working alone....WOW indeed.
However, I know I can do it, I have proven myself time and time again. I have shown others that I excel in this wonderful world of Hospitality. It's a delicious career choice for me, offering the opportunity to travel, explore and do the things I enjoy most, getting out and investigating our world we have the opportunity to live in.
What do you love doing? Is the Concierge Desk what makes you crazy happy? Housekeeping give you a boost of happiness? Valet give you that thrill you have always dreamed about?
These are things that makes so many people happiness, filled with Bliss. Can you truly say that you are delighted with going to work daily? Do you spring out of bed in the morning and are raring to go in?
Yes, people do have off days, but on the whole, if your truly doing what you love, you will HONESTLY never work a day in your life.
So go out there, figure out YOUR bliss and enjoy, ever. last. Fantastic moment.

Four Tips to Successful Delegating | ehotelier.com News Archives

Four Tips to Successful Delegating | ehotelier.com News Archives

Staying in touch with your guests

Staying in touch with your guests

Hire for Passion, Not Just Talent - Management Tip of the Day - May 25, 2012 - Harvard Business Review

Hire for Passion, Not Just Talent - Management Tip of the Day - May 25, 2012 - Harvard Business Review

How to cope with a coworker from HELL- article from BRAZEN LIFE

INCREDIBLE and poignant article written by Kelly Gurnett from Brazen Life. Everyone has experienced working with a coworker from hell but did you know how much it affects everyone? Read this amazing article that makes so much sense and makes you really think before speaking next time your at work and ready to speak up.

Is your resume boring or super-hero style? Find outhow to create a resume and cover letter that will get you called in for that coveted interview.

If you’ve been in the workforce for any length of time, chances are you’ve run into one of them—the coworkers who make everyone else’s days miserable. You wish they would just get fired, and maybe someday they will; karma’s gotta come around eventually, right?.

But until then, here are some tips for dealing some of the most common incarnations of The Coworker from Hell – without getting fired yourself.

The Grump

It was cute when Eeyore did it, but not so cute when the middle-aged woman the next cube over sighs, “Well, that figures…” every time the printer jams. You dread asking her anything because you know it will be met with a belabored sigh and the inference that you’re part of the universe’s grand scheme to keep her down.

The best way to deal with The Grump is to kill her with kindness (and then promptly ignore her).Be polite, be upbeat and let every frown and under-the-breath mutter roll right off you.

You will probably never be able to de-grumpifya Grump, but you don’t have to let her bad attitude ruin your day. (Plus, nothing bothers a Grump more than someone who refuses to sympathize with their woes. Not that you’d be so devious as to use cheerfulness as a weapon, but I’m just sayin’…)

The Bully

If you think you’ve outgrown playground politics, think again. Grownups still find plenty of ways to intimidate and exert power over others because they feel insecure about themselves. Taking note of every time you run five minutes past your lunch? Or cc’ing the boss on an e-mail complaining to you about a personal conflict? Office bullies want nothing more than to bring other people down to make themselves look better.

The one and only way to handle an office Bully is to ignore them and take the high road. Don’t respond unless it’s absolutely necessary (as in saving your reputation from that libelous cc).

If you do need to respond, be polite, be respectful and say as little as possible. Bring any potentially work-threatening conflicts to your supervisor’s attention rather than trying to hash them out with the Bully.

Be the grownup—don’t engage, don’t fuel the fire and soon enough the Bully will either get frustrated and bother someone else or cross the line so far that management takes notice.

The Clinger

You took the new girl out for lunch to make her feel welcome, and now she’s waiting for you every day at noon asking, “So, where are we going today?”

You have to be kind with a Clinger. It can be tough making friends at work, and you’ve obviously helped this person feel like they belong. Don’t cut them off altogether; instead, try to gradually extricate yourself from being their 24/7 pal.

Claim other obligations you have to fulfill now and then. Help introduce them to other people in the office. Make it clear that you’re available, but not constantly available. Gently prying yourself from a Clinger’s grip is much more effective than suddenly ignoring them altogether, which can result in an unfortunate “Why do you hate me what did I do how can I make it up to you?!” reaction.

The Chatty Cathy (or Charles)

Your best defense against a chatty coworker is your environment: you’re at work. Just tell them you have work to do.

There are plenty of ways to do this tactfully: “I’m so sorry to have to run, but the boss is expecting that report from me,” or “I hate to cut you off, but I have a deadline.” Preface your exit with a statement that expresses your regret, then get the heck out of there.

Don’t feel bad if you need to interrupt a Chatterbox mid-sentence; some of them don’t leave room to get a word in edgewise. Some won’t even care that you’ve left and will latch on to the next available person without skipping a beat.

Which brings up the dilemma of the Ultimate Chatterbox, the sort that doesn’t get the hint even after you’ve gone back to your desk, sat down and started typing while they continue to regale you. In those cases, the other person has basically decreed that politeness has gone out the window. Continue to type away, refuse to lend even an “Mm-hmm,” even pick up the phone and start making a call if you want to. When the Chatterbox realizes she’s not getting any kind of reaction, she’ll get bored and move on.

The Gossip

The thing to remember with an office Gossip is however much secret enjoyment you get from hearing the latest dish on your boss, you are palling up to the office Gossip. Just because you’ve shared some juicy exchanges doesn’t make you immune to becoming one of their hot topics down the road. (Or from being labeled a gossip yourself if people find out you’ve been swapping stories.)

Be extremely careful what you say around a Gossip. Practice phrases like, “That’s really none of my business” and “I’m sorry; I’ve got work to do right now.” The further away you keep from a Gossip, the better you are. Nothing good ever comes from talking behind people’s backs.

When all else fails

If a coworker is really preventing you from getting your work done, or if they’re acting unethically or harassing you, it’s not tattling to take it to your superiors. Some people are just difficult to work with, but when it crosses the line and reaches any of these extents, you have the right to stand up for yourself. Don’t forget that!

Boringness: The Secret to Great Leadership - Joel Stein - Harvard Business Review

We are ALL searching for the best leaders. They are obviously what makes a company thrive, what makes incredible colleagues and makes better people.

Great read about the secret to great leadersip by Joel Stein
Boringness: The Secret to Great Leadership - Joel Stein - Harvard Business Review

Moving into a smaller venue

It can be said that starting at the top and working your way backwards is certainly not the optimal plan for ones career, however, sometimes taking a step back is a giant leap forward. So I'm told. ;)
Going from a property with 1300 + rooms to one that is only peaking at 64, you have to switch your gears. It is imperative that you remember one thing however, GUEST SERVICE EXCELLENCE IS MORE IMPORTANT THAN EVERY!!
Small town Inn's and Resorts have an opportunity to shine for the traveler. Ensuring that the proper people are being hired is really the key. Everyone should be extremely focused on each guest that walks through their doors. The WOW factor is something that can certainly be created in these situations.
I am coming in from a two of the most highly populated cities in Canada. That means PEOPLE. Guests are coming from every corner of your eyes and the level of service tends to differ. When you are forced to move to small town Canada, your opportunity to showcase your talents is prevalent. Previous properties have offered much training and have even offered you the opportunities to be promoted, however now is the time to showcase that.

Ensuring that each and every guest is treated with respect and even so much as allowing your new colleagues to see how the BIG CITY DWELLERS do their thing. I know that my new employers had their doubts about bringing in a city gal, but as I have been trying to explain to them from the original telephone call, a guest is a guest is a guest. Doesn't matter if it is Walt Disney, Casino Rama or small town Canada, each and every guest should be treated with the very same principals of those pricier, higher budgeted properties.
Being in the guest service industry allows me the opportunity to share some time with all walks of life. I can also assure you that there are many richer people staying at the smaller properties although you may not even recognize what they look like. You don't become wealthy by throwing away your money. Being practical is truly how it is done. I would never say that staying at the Fairmont Royal York isn't a treat but that's exactly what it is, a TREAT!!
The regular Joe and Becky don't stay there on a regular basis and these are the people that become those wealthy people.
As they walk into the lobby, a friendly smile and a lovely chit chat is exactly what I like to offer each guest. I truly love to hear where people are traveling from, what they doing whilst in the area and any extra little something I can provide for them, well that makes MY day, not to mention their travel experience.
So, as I start the newest chapter in my life's novel, I look most forward to the people I will meet here along my travels and look to them to teach ME something that I may share with others along my journey.

Top 10 Don'ts When Staying in a Hotel | ehotelier.com News Archives

Being in the industry for many years now, these Top 10 DON'TS for a Hotel stay are a shining example of what many, MANY of us have faced whilst being the face BEHIND the desk.

Reading these allowed me to remember some NOT so fun times during my career and hope that others will read them and remember them whilst they travel.



Top 10 Don'ts When Staying in a Hotel | ehotelier.com News Archives

Crisis- are you READY?

Look, so many of us read daily of others that have suffered through a horrible ordeal. Planes crashing, the economy crashing and other things that make us cringe. The question today is, ARE YOU PREPARED?
So, you can't really prepare for the economy crashing although there are obvious signs and we can talk about that some other time. What I am curious about is are you prepared for an emergency?
Fires, earthquake, floods, any of these things can occur at any given time at any given place, are you prepared?

I'm certainly not talking a flashlight either. When I worked for Walt Disney World, I was asked during my contract to be part of the Emergency Crew. Seeing as how Hurricanes are an extremely likelihood every now and again, Disney has teams created to prepare for just an emergency. They take safety extremely seriously. If you ask any cast member in the world, yes I said the WORLD about safety and they would probably say "Safety begins with ME". They are highly involved in the process and I for one signed my name on that list to assist. I lengthy process to might I add. There are important papers to be signed, waivers of course, merely stating it was my decision to volunteer to assist and if anything should happen to me, Disney would certainly NOT be responsible. Obviously. I wanted to help others. This is exactly what it means to be in the Hospitality Industry.

So, are you ready? Do your teams and team leaders know what to do? Do you have a plan? Are you doing mock emergencies to ensure everyone knows what they are to do? Here is a brilliant list from Lee Cockerell, best selling author and former Walt Disney World Leader on being cool in a crisis:

• Anticipate & Simulate- The absolute worst test is when you are IN a crisis. Anticipation of every single scenario that might threaten your establishment and address everything with your team. Everything from cyber hacking, kidnapping a colleague or a hostage incident. Knowing what your up against and learning the proper technique will save lives and property in the long run.
• Be slow to promise but quick to deliver- Nothing is more horrible than being caught unaware. Crisis response is now a 24/7 reality. Communication is truly the most important factor in any crisis. When Pepsi had their syringe crisis in the 1990's, they swiftly examined exactly where the incident occurred and instead of going into a full panic and halting complete production, they isolated one line in production. 
• Ensure that senior management is available- Do you recall the BP Gulf Crisis? Do you know where the CEO was? Nothing demoralizes a workforce faster than learning second hand of a crisis situation. Your head leader should be the face of ANY situation and should always be available.
• Post Mortem: - Measure for success next time- after you have done a fire drill with the entire property, get together and discuss the successes and the opportunities for improvements. Evaluate truly how well you communicated and act upon the situation. 

Your very next crisis could be an email, phone call or breaking news story away, the question is, are you prepared? As Winston Churhhill said:" Those that fail to learn from from History are doomed to repeat it".

How you speak to your guests actually speaks volumes

Are you speaking the language of hospitality? Many times we have all entered into the lobby of a Hotel, tired and impatient and ready to merely get your room key and drop off the luggage and something stops you in your tracks. Listening to the front desk agent and how they are speaking to the guest in front of you.
They approached the desk and the attendant merely said "YES"????
Now, I may be crazy but a "Good afternoon, Welcome. How may I be of assistance today? would have taken no time and would have seriously been so much nicer. Sometimes you don;'t think before you speak.

Now, you've made it into your room after the atrocious front desk agent checked you in, you make it into your room, luggage is down and your fixing to turn on the tv to see what the weather is like prior to heading back out and it doesn't work? You try again and nothing? Pick up the telephone and call the desk, regretting dialing full well knowing who is about to answer. I explain my situation and the voice says "wow, well they were suppose to fix that last week'. May we offer a suggestion of the way he should have responded? "I apologize for the inconvenience, now let's see what we can do for you right now". Simple, effective and a follow up would be magical as well.

Paying close attention to the dialect that your colleagues use is extremely important. Take the time to listen without being seen listening is a simple task and can be so beneficial to your bottom line. Your crew certainly have gone through training and they can complete the art of checking in and out of your guests but how they approach conversation is really what will set you apart from your neighbor property.

"Yup and UH HUH" certainly doesn't have a place in business today but there are those that really still use it. Switching to yes and absolutely are easy as long as they are aware of exactly what they are saying. I can also tell you from experience, even the ones that are polite have offended me. I dislike being called ma'am. I realize that it is a sign of being polite but I cannot stand it, makes me feel old. I prefer someone to be friendly and unique.

When speaking to your guests about a room rate, be reminded that guests are the very people that provide your paycheck and it is NOT an option to be ignorant. Plain and simply put, you are there for THEM. gracious and polite go very far in this world, along with a smile and some tact.

A great opportunity was presented to me when I was employed with Fairmont Hotels & Resorts. Our Rooms Division Leader would role play with us. I realize that this doesn't sound like a ton-o-fun but I will tell you that I learnt so much. It was interesting to hear my fellow colleagues and then listen to what the actual protocol was going to be. That's right, scripted lines. Now, in all, that makes me very nervous because I am not simply allowed to be myself. A discussion was started and in the end, it was decided that creating my own dialogue with my guest was far more important to me and the leader actually listened and allowed it. Allowing your colleague to showcase their personality is truly why you hired them in the first place.

Ensuring that you have colleagues that are the perfect fit for the company is what HR and Hiring Managers are there for. "You can design and create and build the most wonderful place in the world. But it takes people to make the dream a reality"- Walt Disney said it best. Empowering your front line colleagues to speak correctly, infusing their personality and charm into the mix equals an incredible property and speaks volumes to your guests.

How can you ensure your team is more creative?

Being in the Hospitality Industry has been an incredible experience for me and has provided me many a challenging experience.The opportunity to learn from some of the very best in the business has certainly been a blessing. I have had the great fortune of being empowered by the very best.
However, what happens when you go from being employed by the #1 guest service leader in the world like Walt Disney, to another company that doesn't have all the amenities?

CREATIVITY!! It's so very easy to have a company provide wonderful amenities to their guests, makes their stay that much more enjoyable. I can however tell you that I truly believe being creative in coming up with ways to excite and surprise your guests is a wonderful opportunity.
You have the chance to WOW your guests in different ways. I know some ladies in small town Canada that bake for their return guests. When they have fellas that return time and time again for work and have to eat out every night, it's not really like home now is it? So, when they bake for their family, they do a few extra's for their guests. Doesn't take much now does it?
A family has come into town for a sad occasion, a funeral of a family member. Providing driving directions, offering a plate of sandwiches for their return to the Hotel and a Sympathy card is all reminders of little things that can be provided that will be remembered for long after they have left.
Ensuring that your taking care of your guests requires some pretty creative thinking but provide so much more to your guest.
Most times, in a small town, you have to be extremely creative with your thinking to sure your guest. You will have folks returning time and time again, but how you keep them returning is really a challenge.
Providing your smiling face is not really going to cut it nowadays. You need to create magic, WOW your returning guest.
Baking, offering cards, bringing in a pitcher of cold lemonade for the desk on a hot day, these are simple yet effective tools.
Understanding that creativity is key, not alot of money is really needed and your guests will truly appreciate the extra special magic you have provided and will obviously return again and again.

The 8 signs you have an extrodiary boss

You have all been around an incredible leader, I am sure you remember their name, and everything that made them your favorite. Perhaps, you still work under their leadership and your the lucky one.
Each one of our leaders whom we had admired might just all have something in common.
Studies show that these 8 signs are probably in each one. Can you spot them in yours?

• Leaders know that works is certainly not a battlefield- teams are created NOT minions. The extraordinary leaders seamlessly create environments cohesive to adaptability and can form partnerships easily.
• A company is a community not a machine- Rigid structure is created by the average leader, maintaining full control of the ship. The extraordinary leader sees their company as a collection of hopes and dreams, which are all connected to the higher purpose. They inspire the colleague to succeed to themselves and then to their peers.
• Management is a service and not control- Average leaders expect to be heard and followed completely, no questions asked. The order is barked and you, the drone carry out the task. The extraordinary leader merely allow you to guide yourself and make themselves available for guidance and emergencies.
• My employees are my peers, not my children- The average leader will only see the colleague as an inferior being who cannot be trusted. Basically these colleagues that follow the average boss merely look busy when the leader is in view and providing the minimal amount of energy to complete a task ordered at them. The extraordinary leader treats each and every colleague like they were the most important person on the team. Excellence is expected in all facets of the business from the loading dock to the board room.  In this way, the colleague becomes in charge of their own destiny.
• Motivation comes from vision, not fear- Obviously the extraordinary leader would inspire the colleagues, providing a vision of the future. Thus, the colleagues works much harder because they to believe in the cause. The average leader provides a sense of terror and fear. Thus there is no motivation but merely bullying provided.
• Change equals growth, not pain- The average leader will express that change is both complicated and threatening, even casting a shadow of doubt in the liability of the firm. The extraordinary leader expresses that change is part of life. They admit it is not welcomed always but success is a progressive step to bigger and better for all involved.
• Technology offers empowerment, not automation- What the average leader doesn't allow himself to embrace the future, he sees this as a loss of job, including his own with the birth of technology in the workplace. The extraordinary leader welcomes technology with open arms, adapting the technology into the workplace and taking now the ability to integrate into daily tasks.
• Work should be FUN and not merely toil- Average leaders thinks that work is an evil necessity of life. Their expectation is that every colleague dreads work and is terrorized by it, which in tern allows the leader to create fear once again. The extraordinary leader creates an atmosphere of joy and exemplifies the enjoyment he feels coming in each and everyday. 

Work has not always offered a sense of joy, pleasure and contentment for most, but for those select few, the ones that have had the distinct pleasure of having an extraordinary leader, it was a sense of happiness to return day after day into work. Sharing ideas and knowledge was certainly never looked down upon but made to feel as though it was welcomed.
Working is the inevitable, we all must do it in order to survive, however, we have recognized these days that loving your job, your surroundings, your leaders, IS possible and they all happen to share these incredible qualities we all urn to have.

How to create a resume- the basics

Everywhere you look today, everyone is a resume expert. I have found, in my opinion, it is truly a subjective item. This expert that you pay big bucks has decided his way is best, however if you submit that to someone else they might say NEH. What do YOU think?
Its YOUR resume. It is a reflection of YOU!!  It should be a breakdown of your history in your career so you should be the one that feels great when you have completed it.

So what do you include? Lately, everyone has a suggestion. Here is an excerpt from an article in Linkedin about what should be included:

1. CLEAR FORMAT-  You want to ensure you are choosing something that professional. Using something with 12 point font that is not to distracting should be used. I personally have a 12 point font for resume, 14 for headings.
2. RESUME TITLE- A resume without a title is like a chapter of a book with no heading. Write down your ultimate goal. Concierge Manager is what mine currently states, your might be Front Office Agent, ensure you have a title.
3. QUICK TAG LINE & PROFILE- After your title, you want to ensure you have a one sentence tagline to further promote your skills and give a quick snapshot of brand value. Then, add a profile of your qualifications in one or two sentences. Tailor your resume with keywords from the job description to assist your resume get past the electronic filing system.
4. EDUCATION- Recruiters and Hiring Managers don't need to know WHEN you went to High School but it is important to include certificates or college degrees that are applicable to the job your applying for. 
5. VOLUNTEERING- This one sometimes get some bad attention but I whole heartily believe it is important, especially if you have been out of work for sometime. Employers would like to see how you spend your free time. Are you working with agencies in your field? For example, for a Concierge, are you coupling with the Clef D'Ors organization? Volunteering is a fabulous way to showcase outside talents to your leaders and giving back feel incredible and is worth telling people about.

These are just a few examples of what should be included in your resume. There is so much that could be included here I would be writing pages upon pages of content. Look, this is YOUR showcase, you should include things that make YOU sparkle and shine. You want to ensure people are reading exactly what your about and what sets YOU apart from everyone else applying for these position.

How do you treat your guests on extended stay guests?

Often the biggest challenge for business is to know your customer. But do you? There are studies constantly done on service at properties. The key ingredients to a stay at a Hotel is quick check-in, a clean room, friendly front desk colleagues and a quick and seamless check-out. But what happens to those guests that are on extended stays?
The above works for all guests but how do you meet the needs of ALL your guests? Directions to surrounding attractions and events, laundry facilities,local restaurants that we favor more than others, movie theaters.....all things that extended stay guests might require.
True "Hoteliers" know that additions services are a necessity to have these at the ready but it's how they are communicated is the true key here.
Larger chains provide business centers for those guests requiring directions or the printing of boarding passes for air travel and email, they have computer stations for that too.
Offering options to our guests is always first and foremost but personal service and attention makes repeat guests. I know of properties that have desk attendants that bake for extended stayers, offer greeting cards for celebrations and even offer to do light clerical duties as well. Personal wake up services is something that would be fantastic instead of the usual dull ring on the telephone.

As a personal mission of mine, I have intended to ensure each and every guest I come in contact with feels as though they are staying at my home. Think if it this way, if you were faced with a serious illness and were forced into a Hospital and your loved ones needed to be with you and couldn't stay in the room with you, where are they going to stay? Most times, it's the little personal touches that mean the most, leave the lasting impressions.
When my brother was fighting cancer and we were traveling more than an hour and a half for treatments, finding a property close to the Hospital and was affordable was a God sent but having people that made you part of their own family was more than I could have ever dreamed of. That connection that was created through the check-in process and continued on with phone calls to check on us and to ensure we ate was appreciated more than that guest service colleague probably ever imagined.
It should always be our goal as service professionals to ensure our guests are reminded they are more than a dollar figure. We must continuously reinforce our service to them during each and every encounter we have with them. Removing barriers and creating an open environment will ensure that the industry returns to it's origins and the pride that we should feel when getting onto that desk shines through.

Have a colleague you aren't exactly friends with?

Look, we have all been there. We aren't going to like everybody we come in contact with. What's worse in fact is having it happen at work. What do you do? I know it's an extremely difficult position and it's totally draining you. Here are 3 great tips to try:

1. Keep it to YOURSELF- Most difficult and I have seen it a million times, when we are in conflict with others, we chat about it. Tell fellow colleagues and complain, get it off our chest. It truly reflects badly on you, not to mention it totally brings others down. If you want to vent, do it OUTSIDE the workplace. I have been negligent on this one myself but have changed my ways. When you know better you do better.
2. Manage your reaction-  I realize this one is going to be a toughy but try and not react when someone has totally annoyed you. Focusing on how YOU react and NOT how they have is key. You can only control YOURSELF and not others. Be aware of this. You look like the better person when you can manage yourself anyways.
3. Work together- Perhaps a fantastic opportunity to maybe see the reasons for their poor behavior. Are they stressed at home? Pressure from his leader? 

All in all, its a tough situation to be in. It is beyond frustrating having to go to a place you spend the majority of your life at in some cases, and having to deal with someone that your uncomfortable certainly doesn't help. Stay calm. Be the better person. Breath. Working through it is truly the key. Your leaders will appreciate your control.

How to conduct training they will actually enjoy!

That's right, we have all been there. Confined and trapped in a windowless room with 50 of your colleagues listening to some snore-fest about a topic you have long forgotten.
Have you considered however how it feels to BE that person conducting the training? How do you manage to balance the facts, entertaining the masses and believe me, you MUST do some great tricks to keep them amused and have some participation?
If your facing your first go at it, relax. Following a few simply steps will create an atmosphere that everyone will be interested in, even you...the leader.

1. BE PREPARED- Sounds so incredibly simple doesn't it? And yet, most people wing it. Sure you have the material you need to cover but walking in with merely material is still not enough. Are you using a power point presentation? Does the location your in have AV capabilities? Are you familiar with them? Do you need to have someone set it up prior to your arrival? Do you have handouts? Are you familiar with the location? To ensure your prepared, make sure your arriving early, have everything you need and take a moment or 5 to relax and mentally go over everything.
2. SET THE STAGE- Do not ever take for granted that the people your training know what is going on. Provide your people with an agenda for the day, the material you will be covering. A brief explanation of who exactly you are. A silly ice breaker may get some eyes rolling in the audience but it is a fantastic way for everyone to get familiar with everyone in the group and a relaxing way for you to begin. Ensure you will be taking questions and all in all set everyone at ease, including yourself.
3. ENGAGE YOUR AUDIENCE- You have already learnt that your group will certainly not retain all the information you provide by merely reading over your notes that you painstakingly provided. Most are going to learn by doing. When you are able to interact with the trainer, the participators are the ones that learn the most, they are engaged. You can take steps to correct any errors and encourage which is another great example of great leadership.
4. HAVE FUN- I am certainly not meaning that your stand-up act needs to be tested here but relax and allow everyone, including yourself to enjoy the experience. Including humor and personal antidotes really makes for a more pleasant experience for all.
5. READ YOUR CROWD- This certainly can present a opportunity for you but consider it just that, an OPPORTUNITY!!  Are you noticing disengagement? Are they zoned out? Ok, it's time to think fast.....and because you are PREPARED you can insert some activity here to ensure the situation turns. Perhaps you would like to provide a break? Did you already have a recent break? Reading your audiences body language is going to be key here. 
6. ASK FOR FEEDBACK- I have been involved in my fair share of training and there have been many that were engaging fun and informative, and yes, I admit there have been many that have been snore-fests and I walked out more confused than when I entered. However, asking for feedback will certainly protect you from the latter and ensure the first. Asking your groups for feedback is essential for your growth and also to merely ensure your getting across what you intended to. Providing a survey, an email address that they can visit afterwards, anything you think would provide the most feedback. You can always use constructive criticism and hey, you will lead the best training course the next time.

Simple steps. Simple steps that will create the best environment for  successful training. Take that deep breath, ensure you have everything and go get em.

First coordinated U.S. tourism campaign to launch in May

 The brand new initiative for the USA for tourism is expected to launch in May. A song has also been commissioned for the initiative as well. This Los Angeles Times article confirms and explains all.

First coordinated U.S. tourism campaign to launch in May

What are the key Disney principles to success?

So many stories are telling of downfall in business and leaders are often wondering what can be done to increase sales? You have looked at everything and still cannot come up with a plan. Often, we look to those around us that are successful and search for keys for their success and try to incorporate them into our own culture.
The Disney Institute has been delivering seminars and advice since the 90's on what the key principles are to their success. Now, Disney is certainly not going to give away all their secrets but enough of their cast members ( Disney talk for colleagues or employees) have spoken about it for years that they decided to create a program that other companies and leaders could benefit from.

Here are 5 key principles to the Disney Institutes program for success:

1. Leadership- Disney has always taken much pride in their leaders. From Walt Disney himself to the present CEO Bob Iger and the hundreds of current leaders from Disney Parks to Resorts, Cruise Ships and beyond, the key to this empire is leadership. There is much training that is involved to be a Disney leader and that is what sets them apart from many corporations.
2. Training- As mentioned above with leadership, training goes hand in hand with each one of these keys to success. Training is started with everyone attending a Traditions class. From street cleaners, servers to trash collectors to the CEO, everybody who works for this dynamic company flows through this class. Offering a glimpse at the Disney traditions incorporates and encompass all that is Disney. Remember folks, its not WHAT you sell but what you BELIEVE. Thus, when you are told of the beginnings of Disney and everything it entailed and how far they have come, you get to start to see exactly what you signed up for when you were hired. If you do not believe in your product how can you expect anyone to buy into it? No matter if you sell cars, real estate or corporations, if you believe in it, you can sell it to others.
3. Guest Experience- No one certainly ever needs to discuss exactly what sets Disney apart from every other company in the world.....GUEST EXPERIENCES. MAGIC as it were. It truly is the people that make the difference with Disney and this follows through with the guest experience. You want to ensure you are meeting and exceeding EVERY last expectation of your guest. In the Hospitality world this is what makes or breaks your business. Disney strives to ensure that each and every guest that walks through those turnstiles, checks into their Resorts and boards those ships has been given the very best possible experience. Trust me, those guests certainly provide feedback on that. GOOD & BAD!!! Their expectations are high, Disney set the standards and they are expected to uphold it. DAILY!! 
4. Brand Loyalty- No one could ever dispute this of Disney. Those magical experiences that occur every moment at Disney means that those feelings you get, remember and cherish account for brand loyalty. It also represents colleagues as well. When you believe in something, you have loyalty towards it. Have you ever worked for a company that had employees that only talked of experiences they had working for other properties? BRAND LOYALTY!! If you can win that, you will have guests for life. Remember that. You are creating something here. Feelings, and those my friend will equal dollar signs if created properly.
5. Creativity- Every single part of Disney is about creativity. Walt Disney had a dream, we have heard it time and time again. Could you ever imagine that over 40 years ago that this simple man who wanted to merely create a place where his daughters could go, was safe and that parents would be just as entertained? Today, Disney is still 100% committed to creating magic. Each cast member is encouraged to be creative as well. Their leaders hopefully inspire them enough to create magic for each and every guest they come in contact with. This also includes those that are backstage or not in direct guest contact. Those people deal with others and those are called their guests. For example- Cosmetology- they are not in direct contact with guests however each and every cast member they have to dress IS their guests. From Imagineers to the street cleaners are all inspired to be creative. Speaking of which, nowadays, you might even find a Park sweeper creating Disney characters out of merely a bucket of water and a broom. THAT is creativity and has started to spread to the other Parks in the World. You see what alittle creativity can do?

All in all, business is a business and the almighty dollar rules. However, Disney has certainly started to offer other business that have been struggling as of late the opportunity to learn and train the Disney way.

Termination – How to Deal With It on Your Resume - Hcareers

If you have been terminated, let go or your position has been eliminated such as mine was, these keys will assist you in your recovery. REALLY!!

Termination – How to Deal With It on Your Resume - Hcareers

Great Managers lead THROUGH a Team

Some will say that Manage your team might seem so clear sounding although when we actually break it down, some may not even understand the concept. As I see it, understanding a Hospitality Team is understanding that the leader should lead their associates and direct them, not abuse and demand them.
People truly feel more committed and like they are making a contribution when in a TEAM environment. A mutual common goal creates an amazing atmosphere for success. It brings others together, not alienates and segregates. This social and emotional bond makes everyone believe WE will all succeed together or fail together and one ONE can succeed if the team fails. Unless you have never experienced what being in a team really is, you wouldn't comprehend these statements.
Something incredible happens in a team environment:

1. A mutual sense of purpose- Even the highest preforming team believes this to be true. This is the largest difference in creating something quite magical. This is exactly what pulls people together and makes you feel that you are included in something bigger than themselves.
2. Tangible goals based on that purpose- Purpose must be made concrete or it will swiftly die. To ensure it sustains it's sense of purpose, every team must strive towards specific, real achievements that will fulfill that purpose.

Think of it merely as glue holding that team together. Purpose without concrete goals is just a dream. Remember that a team also must have roles and responsibilities to work. Work processes is also a key ingredient if you will. The exact way that the team does the work, for example the way decisions are made. Also, keys such as values, standards, etc. This defines exactly what this team expects of each player.

Then, your job as leader is to foster and then sustain these key ingredients that will assist your team.
A wonderful and well defined team can create magic, success and joy for all involved.
My question is this- are you infact leading THROUGH your team?