Tag Archives: feedback

How To Have The Best Hotel Experience

You are probably wondering why you should have to do anything to receive the best service, shouldn’t it be up to the hotel to provide you with the best experience without you having to ask for it. You are the one who paid for it, right?  Trip-Advisor-Logo

Yes, of course you are right, and you should receive the service that you paid for, and I hope that most hotels would get it right. But why even taking a chance. Why not making sure that they will pay this extra little bit of attention and do their very best that you’ll have a memorable experience. Continue reading How To Have The Best Hotel Experience

How Do You Get People To Like You

Working in the hotel industry just like any other service industry it’s all about people, it’s about one person respecting another person.

It’s about people trusting each other, because if there is no trust between people, efficiency and productivity will go down to zero.

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Image courtesy of Ambro at FreeDigitalPhotos.net

So how do you get people to like you, or better yet, how do you get people to want to work with you and for you? And I am not talking about a popularity contest, I am talking about respecting another person, respecting his or her values and beliefs. Continue reading How Do You Get People To Like You

How To Make Feedback Effective

Giving and receiving feedback can be a gift, as it can help you build or strengthen a relationship, if done right, or it can damage a relation, or be career hindering and de-motivating.

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Image courtesy of Stuart Miles at FreeDigitalPhotos.net

Concerns with giving & receiving feedback:

When receiving feedback our potential concerns are that we fear criticism or our reaction to feedback and that we are nervous about having to hear something that might make us feel uncomfortable. When giving feedback we could fear that we hurt the other person’s feelings or that the other person might get defensive… and just like when receiving feedback, we could be nervous about giving it. Continue reading How To Make Feedback Effective

If You Want Your Business to Improve, Do It the P&G Way!

Are you just pretending that you want to know what’s wrong in your business that you can improve it, or do you really want to hear the hurtful truth and are ready to make the uncomfortable decisions that are necessary?

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Either your managers are conducting superficial meetings pretending that they want to learn what’s wrong in their business so that they can learn from it and fix it, or they really want to know what’s wrong but their middle managers are filtering reality and telling them only what they want to hear so they can look good in front of their bosses. Either way any necessary progress and healthy change is being made impossible. Continue reading If You Want Your Business to Improve, Do It the P&G Way!

Training is a waste of time and money!

If you believe in the importance of ongoing and continuous training in your department or division, chances are that more than once in your career your superiors will challenge you and tell you that ‘training is a waste of time and money’, and a luxury that the hotel simply cannot afford at that time.

‘Excuse me… how could you say that?’

Reality is that training can be very expensive and a burden on your operations, if not executed effectively and if you don’t have a process in place of following up on the set expectations of the training. As a trainer it is your responsibility to show your organization the return on investment that it will have, and that you can measure it and how.

Having to convince your financial controller, you’ll need to be able to measure the improvement because of your training and show statistically how it will gain money for the hotel by having more happy employees who will attract more happy guests, who will spend more and stay more often (service profit chain) and not just lose money.

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Image courtesy of Stuart Miles at FreeDigitalPhotos.net

Where to start? Well, first you should start by identifying where your company wants to get even better and where it needs to improve. Don’t design the training first and then try to push it through at any cost, but identify the necessary areas for improvement first and built the training on it. Continue reading Training is a waste of time and money!

Changing the culture

Changing the culture is the basic requirement for any enhancements or achievements. If you are aiming to improve your associate or guest satisfaction, reinforce you standards of excellence or improve your star ratings, the first step is to establish a culture with a mindset wanting to be the best at every turn.

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Image courtesy of stockimages at FreeDigitalPhotos.net

How exactly do you change a culture? Continue reading Changing the culture

The smoke screen!

The difference between an effective and ineffective manager in addressing poor performance and holding people accountable is the ability to look right through the smoke screen to the root cause of the problem and to see things for what they are.

I remember my first real review, and I say real because it was the first time one of my supervisors actually took the time and invested the efforts to tell me things I did not want to hear, tell me that I was not perfect and the areas that I needed to improve and how I could do that with his help. Believe me I was able to give my boss tons of good reasons (and truly believed in them) for why I did things that way and how this was not my fault and so on… sounds familiar to you?

Well, my boss did not let go, kept pushing and went after me until I gave in. It took me a couple of days to truly understand and accept his feedback, and looking back, I will be forever thankful that he invested the energy to help me change and improve. Continue reading The smoke screen!