5 ways the Hospitality Industry helped me in the career

More times than not, most have had a hand in the Hospitality industry. Busing tables, serving tables, bar tending, or working in the kitchen washing the dishes when we were 15....we have all had a go at it.
You have to admit, you learnt so much when you were there. Team work, guest service excellence and so many more skills.

Here are the 5 ways the Industry helped you along in your career: read on
http://read.bi/HP2vLm

Going ABOVE & BEYOND for guests

To many in the Hospitality Field this is something we strive for on a daily basis but when you are privileged enough to work for such incredible companies such as Fairmont Hotels & Resorts and Walt Disney World as I have, you know that we eat, sleep and breath this.
Providing our guests with everything they require is simply not enough these days in a competitive market. We need to ensure our guests are getting something SPECIAL.

For example, recently my brothers were fortunate enough to be on the Inaugural Disney Fantasy Maiden Voyage. Now I know what your thinking, it's the first sail, the cast members are SUPPOSE to be doing it, and that is partially right, but looking at this Towel creation that their room steward created for them.....it is obvious that this is NOT taught, it is CREATED and this is MORE than going above and beyond. It was SO incredible that my brothers thought that Jon Lasseter himself needed to see it.
This cast member was so frightened to be let go because of the miss use of the lifesaving vest he didn't want anyone to see it. I believe with all my being that THIS is going above and beyond. Each one of this gentleman's rooms had this waiting for them when they arrived from their busy days. Sure, it may have taken a little longer to create but the memories will certainly last a lifetime.
I have so many incredible memorable experiences I shared with my guests and even ones of people sharing with ME.
THIS is exactly what MAKES a vacation. It's something I believe that cannot be taught. You either have the sparkle inside or you do not. You can certainly try to recreate it but it's a talent, a gift and when you share it with others, it is magical indeed.

Of course Disney is famous for those magical moments but wouldn't you agree that they are worth every bit of effort it took for the cast members? I can tell you that they do not get paid NEARLY enough for their services and most of those smiling faces are doing it because they LOVE to assist their guests, to give them something EXTRA. To make that vacation........MAGICAL!

Do you have a moment when you went above and beyond for a guest? Why not take a moment and share with me and others.

How do recruiters see YOUR resume?

Here is a fantastic article on scientific findings on what recruiters actually SEE when viewing your resume. You will be surprised at the results. Read on for more details.
http://read.bi/Huy8hh

Are you COACHABLE?

Are you in the category of someone who is "coachable"? Do you have the ability to change behaviors in yourself?
I can certainly say for certainly that I am. I am a glutton for continuous learning and I try to constantly keep up with the latest news and trends, especially when it comes to the Hospitality Market.
Of course, reviewing the 5 steps to "coachability" can certainly be a huge asset. What are they you ask?

1. HUMILITY-   The importance of this as our #1 step is extremely large. Humility is teaching us that there are things we need to do that we cannot do on our own. Humility cannot be obtained by reading a book, a life lesson that is acquired. Humility requires a CHANGE OF HEART not a CHANGE OF MIND. 
2. ACTION BIAS- basic terms' JUST DO IT" - contemplate later. Enough said.
3. PURITY OF PURPOSE- Are your intentions pure of heart or are you only thinking in monetary terms? 
4. Willingness to surrender control- Most of us say that we will give UP control only when we SEE results. Realistically, the main reason most of us NEED coaching is to learn HOW to give up control!!  Interesting fact.
5. FAITH- The benefits of change are often only obvious AFTER the actual change has occurred. How many times have you heard the statement' Well if I would have known THEN what I know NOW I would have changed SOONER". Silly, I can assume we have ALL made that statement a time or two in our lives.

Strangely enough, these 5 steps appear to be so simple and yet, why is it that we CANNOT sometimes accept them to move forward?

Coaching is an incredible and useful tool, valued by many but not readily accepted by all.

ARE YOU COACHABLE? Are you moving forward or stuck glancing behind you?

7 steps for crating a successful Cover Letter

You have taken the opportunity to create, in your opinion, an award winning resume. You have worked exceptionally hard and have been diligently focused on representing yourself well.

The equation is not complete however, you must include a cover letter with that resume. It's like Salt & Pepper going together. The resume is one step but the inclusion of a Cover Letter offers the Hiring Manager and HR staff the opportunity to hear you showcase why YOU are the excellent candidate for the job they are searching high and low to hire.
What should you be including in this Cover Letter? Here are 7 great steps to ensure you are creating one for success:

1. Grab the recruiter or HR Managers attention. THIS is the main reason for the letter in the first place.
2. Always include your name and contact details. There is ALWAYS a chance it can get separated from your resume and it would certainly be a shame to have it happen to you so always ensure it does not.
3. Always address your reader by their NAME and NEVER "To Whom It May Concern". You can be extremely creative locating the names if you truly do your research. Linkedin offers you a wonderful way of locating the name of the person who is doing the hiring. Merely go into the search box, type the companies HR Manager or Recruiter and I assure you it will pop up. VOILA!
4. Always demonstrate your  passion, confidence and self belief in the first sentence. You absolutely read that correctly. You want to grab their attention and hold them and this is the time.
5. Don't start your sentences with "I". Keep in mind that this letter is created for the employer and not yourself.
6. Keep the letter to one page ONLY!! 3 paragraph's is plenty.
7. Review, Revisit and Rewrite. Spell check is your very best friend, USE IT. I don't care if you won the spelling bee when you were in 6th grade, USE IT. Grammar is expected as well. I can tell you from personal experience I have watched HR Managers dismiss resumes upon first glance because there was a spelling mistake or grammatical error. It looks very bad.

These all seem to be simple no brainer to me and probably to yourself as well but please realize that the simplistic s of it are extremely imperative. The are keys to creating an impressive cover letter and will evidently get you into that all important JOB INTERVIEW. Do it right the first time, sell yourself and congratulations, you have the interview!!

The keys to success in Hospitality

What an incredible question, it's like offering the Fountain Of Youth for the Industry. Understanding what the keys are to success in the Hospitality Industry can be tricky. Or, they can be so simply the fundamentals to creating colleagues that keep your guests returning time and time again.
 Here are 4 truly timeless keys that will help you focus on success:

1. Realize that EVERYONE is important- First and foremost you must realize that EVERYONE is important. From the bottom of the barrel associate to the top of the food chain President to every single guest that steps foot onto your property. If you start to realize the simple rule of TREATING EVERYBODY THE SAME, you change your thinking. Some of your most important guests are the ones that return to your property day in and day out to give the very best they can daily.....your colleagues. I am in no way disagreeing that every single guest is important and the ones you normally focus on but if you switch your thinking to include EVERYONE, you will begin to understand that you will grow so much richer for it. Your colleagues are the HEART of your business. They return day in a day out and without them, you wouldn't have a place for those guests to spend their money and THEY are the reason your guests return time and time again. You see service is what people require and want to pay money for. Sure, everyone needs a bed, or merchandise and certainly food to sustain them but it's the human interactions that truly make a difference.
2. Give your people a purpose- Once you have changed your thought process for our first key, you will begin to get a return immediately. OWNERSHIP!!  Your colleagues will start to recognize that you believe in them, which in turn is given right back to your guests. My best piece of advice has and will always be, hire people better than you and you will receive ten fold back. Empowerment gives purpose and more about that later in the blog, however when your people start to know they matter, something magical starts to happen.
3. Appreciate them, recognize their efforts and encourage encourage encourage- You have started to learn that the keys to success are your PEOPLE- NOT ONLY YOUR GUESTS!! Everyone can be entitled to a bad day, however when you switch your thought process to encouragement and appreciation and recognition, then your colleagues start to morph into wondrous assets. A little encouragement goes a very long way. Remember a time in your employment years when you were working your butt of and NEVER recognized and how to loathed going to work only to not be appreciated. I can certainly tell you that my life changed when I started working for a company that BELIEVED IN THEIR PEOPLE!!  They empowered us to make decisions on our own, thus levitating some of the stress from the leaders and creating leaders in the making. Acknowledgement is an incredible gift that can go a very long way. Create an experiment if you will. Take a week or two, keep a journal of every time you encourage someone, recognize a colleague for their services and encourage them during a particularity difficult run and I can place money on the fact that you will have a changed colleague. BE MY GUEST- TRY IT!!
4. Make your colleagues your brand- Walt Disney knew from a very young age that he could create it but it was the PEOPLE would would make it. It's not the rides, the food although it's all pretty magical if you ask me but it's truly the people that MAKE Disney. Remember any time you have visited a Disney property and you can fondly remember every experience that created magic for you. Sure, you can find some pretty intense Cast Members but at the very heart of it is PASSION and they are certainly that. They merely go to work on a daily basis because of the opportunities to create magic, certainly not for the paycheck. ;)

These 4 keys are so simple after reading them a few times back aren't they? However, they are extremely important. They can truly transform a business. Hospitality is the #1 business that the world looks to for success and many of the most lucrative ones follow these few simply basic keys- Disney of course, Marriott, Fairmont and so many more.
Check back with me after trying them for a few weeks, I assure you, I will receive letters of gratitude and appreciation for the list.

Can I travel and get the service I deserve?

We are bombarded lately with articles from every expert, speaking of the art of Hospitality and which property offers the best of the best. Then there are the little guys who aren't affiliated with a ginormous corporation to back them and they worry are they not given enough.
Seems like we have a bit of a dilemma on our hands if you ask for my opinion. Good customer service practices should ALWAYS be in the forefront of anyone in business today, either in Hospitality or Business, makes absolutely no difference. It's such an extremely simple concept but some seem to fail in the understanding of it. Treat those guests with the utmost respect, deliver the goods in a timely fashion and ensure them a clean and inviting establishment. They WILL return. Time and time again.
The old adage is true, if you provide the best service you can, they may not always remember it specifically but they will remember how they were treated. Although lately with social media and instant communication, I can assure you that if someone has had a horrible or trying experience, the world will certainly know about it in seconds. Twitter, Facebook, Linkedin......any format that there is a following and you have the makings of disaster.
Here is a quick list of simple rules to follow when we think about Hospitality service:

1. SMILE- ridiculous right? And yet, everyone reminds us of this topic multiple times. It is so easy to get caught up in daily tasks but when you have a guest in your midst, SMILE. They may have just had the most horrible of flight, screaming baby, turbulence, they could have been delayed for many hours and they have just arrived and all they want is a room. They are twisted up like a top and ready to burst.....do them a favor and smile. They will lighten up and it gives the guest a moment to breath and calm down.
2. BE HONEST- this might be an iffy one for some employers but really.......honesty is the best policy right? Wouldn't you yourself want the truth instead of a fluffy version? I want to know that there are no rooms available, or your going to walk me. I want to know that my flight is delayed because of troubles in LA and I need to make arrangements for my meeting this afternoon. I believe that most people would agree that telling me the truth rather than sugar coating it will cause alot less pain and alot less anger towards you. Take a deep breath, most people will understand it is NOT your fault your just merely the messenger. And guests, remember that Front Desk Agent is scared of you right now. DO NOT use that to your advantage. You know it's not THEM, they are merely trying to check you in. BE NICE!!
3. FOLLOW THROUGH- I have been in the business for some time, I know what guests really want. Personally for me, if your offering something to me, FOLLOWING THROUGH IS KEY! Don't offer me something extra and never provide it, I realize your busy but follow through. When checking into a Hotel and the guest has requested something, take the 5 seconds to call the room and ensure the guest has received it. Nothing infuriates me more than asking for towels or a specialty item that has been promised by the desk and I return to my room and feel forgotten. It is beneficial for you to take the time and call. The guest is going to totally put you in his good books after this tiny simple task. TRUST ME
4. LISTEN- look I realize that your 1500 room Hotel is overbooked and you have call out's in Housekeeping and this guest is completely melting down in front of you and your scared and embarrassed and probably angry but let me tell you something, take them aside, away from the other guests earshot and allow the guest to vent. 9 times out of 10 they merely want to be heard. They just need to get out what has happened in their day, their flight or work. Let them finish and THEN take the time to ensure that you have their best intentions at heart and you are going to do everything in your power to correct any wrong doing on your part. The guest really is going to appreciate the time and it will also most times allow them to cool off alittle. Most times, they will even recognize the error in thier ways and apologize. NOT ALWAYS however but alot of the time.
5. BREATH- it may sound just like the #1 and the SMILE comment but I assure you, if you take a few moments to take some deep cleansing breaths, it will help. Your heart rate will slowly start to go down and you have provided your brain some extra oxygen. You will also be more calm and the ability to fact that opportunity with grace will occur. It's difficult I realize. Hey, I can tell you that I use to be known for freaking out alittle, but nowadays, I recognize that it's NOT me that they are angry at, merely the situation and I certainly didn't cause it. I am the one trying to fix it.

Simple tips that are extremely helpful. I know that I try daily to ensure I am following my top 5 list and although it doesn't always work, you see, I am being honest with you, but 99% of the time it really does. The end result is always 100% guest satisfaction and sometimes putting yourself in a calm, cool and open frame of mind is exceeding the guests expectations and isn't that why we are in the Hospitality Market to begin with?