A few years ago I came upon an article titled "Hotel Common Sense". It states 15 observations which makes you reflect on how well you are running your operation and leading people. I find myself going over these observations from time to time as a reminder to me that these observations should be practiced at all times. When I have consulted with other people in the hotel business these observations are the first thing I hand them. Then would ask "how many of these observations they feel they practice in their day to day operation?" It always seems to hit a nerve and get operators moving in the right direction.
Here are these 15 observations I hope you find them useful not only for the hotel business but for any buisness.
- Always respect the three parts of every successful hotel operation. Make your decisions with the needs of the owner, associate and customer on mind.
- Listen more, talk less. MANAGE BY WALKING AROUND is priority one.
- Quality cannot be a sometime thing by some people. Create team spirit by involvement through Quality Assurance programs. Concentrate on quality and quantity will follow.
- Introduce a highly visible and enforced service code. Lead by visible example.
- Establish a mission statement that includes pride and credo on what your purpose is.
- Define and deliver EXCELLANCE. Practice philosophies of fairness with everyone. Always.
- The only thing constant in our business is change. If you do not improve on today’s service delivery, someone else will.
- Delegate authority, responsibility and accountability.
- If you expect your team to succeed, you must personally be involved in the selection, orientation and ongoing training process.
- Continuing education is a must. WE all need to be replenished. Study other winners, but not just those in your profession.
- Dare to fail!
- Evaluate personal time management. Use the 80/20 rule (80% of your results will usually come from 20% of your focused efforts)
- Manage systems. Lead people. Coach your team. Be a real mentor.
- Keep the proper balance of high tech and high touch. Use technology to help guests first, the hotel second. People will always relate to “high touch” in our business.
- Instill and maintain passion in your everyday activities.