Four Tips to Successful Delegating | ehotelier.com News Archives
Monday, May 28, 2012
Friday, May 25, 2012
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!
Tuesday, May 22, 2012
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
Great read about the secret to great leadersip by Joel Stein
Boringness: The Secret to Great Leadership - Joel Stein - Harvard Business Review
Sunday, May 20, 2012
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.
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.
Friday, May 18, 2012
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
Top 10 Don'ts When Staying in a Hotel | ehotelier.com News Archives
Sunday, May 6, 2012
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:
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.
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.
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.
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.
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