The passing of Sarbanes-Oxley, acquisition of hotels by non-traditional owners and Green Revolution are forces that have pushed the hospitality industry to develop new competencies within its talent pool.
Many hotels have much to be proud of – service to their guests, contributions to their community and a solid reputation in their local industry. Building Pride is not so much of a program, but a commitment to excel in what is done at their hotel.
Applicable across the entire Hospitality landscape, same store sales at restaurants in the United States have been in the red for 15 of the past 17 months, according to recent data from the National Restaurant Association, as presented by Hudson Riehle, Senior Vice President of Research and Information Services for the NRA.
Growing up, birthdays and every other major milestone always had one dreaded downside – the thank you note. After the candles had been extinguished and the presents unwrapped, the tedious thank you note process began. With it came the inevitable internal debate – did the benefit of the new playthings outweigh the psychic and physical pain (writer’s cramp is no joke!) inflicted by the stack of note cards?
During a visit to a high end spa, everything was high class. The staff was enthusiastic and the services were well presented and delivered. I was so pleased that I decided to buy some skincare products. They wrapped them in tissue paper and placed them gently in a lovely bag. They had thought of everything…
Leaders are using the economy as an excuse on a daily basis. Don’t believe me? Just ask your managers why now it’s okay to lay-off those employees who haven’t come close to meeting their performance objectives over the past several years. Perhaps your company could have avoided lay-offs if the entire team had been operating on all four cylinders. This is just one example of how companies are using the economy as an excuse for poor decisions. Here are some others.
What is the most appropriate tone to deliver in your advertising and marketing messages during this great recession?
Many people found their partner where they worked, and we need more happy relationships in this industry, not less!
In 2008, I felt honored to be asked to create and deliver a focused program on the experience economy for one of the major international hospitality companies that offers a number of brands in its portfolio. This series of ten programs held across North America offered practical ideas on ways to capitalize on guest understanding and the program was added to their corporate university web site as a resource.
There was a time not too long ago that the prospect of a ‘green’ hotel stay conjured up visceral images of toilet paper with the consistency of burlap and ambient lighting provided via the torch of indigenous tribesmen. As the quality of green supplies has improved and the understanding of sustainable practices has widened, clearly a ‘green’ hotel stay is no longer synonymous with sacrifice.