What is new for 2013?

The year is off to a brilliant start for most and I often wonder, what will this new year bring?
The Hospitality industry has provided so much for us in the industry to be proud of and so much to learn from. Hotel properties around the globe are currently closing up 2012 and hoping that their figures represent growth. Speaking from the standpoint of a lonely by standard from the East Coast of Canada, the property I am currently with is reaping the rewards of a successful year. I wonder however, how can we make 2013 better?

A loaded question I realize. What are the experts saying? Of course they are saying that 2013 is expected to be a banner year. What can you do then to set yourself apart from the crowd?  What standards do you currently have in place to allow your colleagues to shine?

Have you perhaps asked yourself what can you do to create a better learning environment for your colleagues? What are your goals for 2013? Are you hoping to increase your numbers? OBVIOUSLY YOU ARE. That of course goes without saying, but HOW are you going to go about doing that?

The Hotel industry is a wondrous thing. So much prospects for improvement but yet, here in Canada anyways, Money isn't being spent to improve things, that money is being sent overseas where the money is. That leaves mostly everyone in the same boat, find creative ways to create something magical to bring guests in.



Are your colleagues creating magic? Are they stuck in the golden ages or are they moving forward? Are you updating their skill set, or are they merely getting by with what they have had from the past. I mean, most people in the East Coast have the mentality, if it ain't broke, DON"T YOU DARE FIX IT.
Change is good. No matter WHO says differently. Ensuring guests are taken care of to the best of your ability is just standard now. Guests are more likely to leave a property because they had crappy service then stay and "SUCK IT UP" as it were. Information is a life source for the hospitality industry and one bad remark on say Twitter or Facebook could mean sudden death for a tiny mom and pop property.

Have you reached out to local resources to see if upgrading is a possibility? Taking on-line classes, looking at different ways of bettering ourselves will seriously assist everybody in the long run but are you willing to put in the time?

I have been in this business for some time. I can honestly tell you that it thrills me to upgrade myself, take the staleness out of my career. I love the day to day practices. I enjoy nothing more than spending time with those guests. Remember one thing however, all the upgrading and training in the world will NEVER, NEVER take the place of good old fashion guest engagement and interactions. Get out there and speak to your guests. Find out what they are saying and I can assure you, 2013 will be a magic filled year.

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