Do your hotel staff know the score? ~ Part 2 A daily briefing (with the whole team if numbers are small enough to make this logistically possible is ideal, or by department) can update everyone on anything that affects that day’s operation. It’s also a great way to get feedback from them too on things […]
There’s nothing more frustrating, and demotivating for staff than lack of communication and being kept in the dark. Unless people know what’s expected of them and what’s going on you’ll end up with an unhappy team, and ultimately an impact on performance levels and increased staff turnover. Hopefully the communication starts with a thorough induction, […]
I’ve been running a coaching skills workshop this week and it has reminded me of the simplicity and power of this simple coaching model. A word of warning, this is not for the control freaks! The model is GROW, probably one of most widely known coaching models. GROW stands for GOAL, REALITY, OPTIONS and WILL […]
Yesterday I was at the local hoteliers’ association meeting where one of the topics of conversation was finding good quality staff, in particular chefs. We already know that there is a lack of new talent entering the industry so it’s important that we hang on to our best people. The hospitality industry has always had […]
As I work on my new on line leadership coaching programme for hoteliers I was asked today if you can train leadership. Good question; and brings us back to one of those perennial questions – are leaders born or made? According to extensive long term research carried out by CHPD (for whom I work as […]
I caught myself this week doing something I really should have delegated to someone else. Not only was this tying up my valuable time when I could be doing something more productive; the person who should have done it would have done a better job, and in half the time! Do you ever find yourself […]
A couple of weeks ago I wrote about first and last impressions. Now that so much of the booking and travel plans are made on line the reception is often going to be the first and last direct contact your guests will have with a real person. Any hotel guest will know that the busy […]
How soon after joining do your hotel staff have to face guests? The first few weeks in any job will determine whether a person will want to stay with you. People like (and need) to know what’s expected of them. So when people start with you a thorough induction is absolutely key, and a good […]
What most people think about is what the job is and what are the skills that are needed. I’m not saying that the skills are not important. Of course if you are recruiting a chef, you need someone with the right skills and experience. And you’ll be looking for someone to complement your existing skills […]
Yesterday we talked about how being an expert can help you define what you offer, and your ideal guests. Developing an expertise enables you to build rapport with a niche market of potential guests, and gives you an opportunity to run exclusive events and promotions for these customers’ market, which they perceive as value for […]
Why Customer Service Training Fails … and How to Ensure Yours Doesn’t!
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