Communication

Again,
What makes a hotel five stars is how the teams communicate among each other. What makes a five stars hotel different to another five stars hotel is the way its teams share the informations among themselves.

Luxury is service! It is not only amenity or location.

Luxury service is luxury communication,

How many times you stayed at a hotel and felt that all of its staff were confused?

How many phone calls you made just for an extra towel?

How many surveys and profile questioners have you answered hoping to get the room you like?

Luxury stay means smooth check in, check out and minimum phone calls to the front desk asking for your requests.

Encourage your employees to know your guests better.

Ask every department to share their knowledge about a guest with other departments.

Learn your guest preferences and communicate them. With every employee.
Don't just send an email with the subject line FYI.

Discuss the guests preferences, talk about them, come up with new ideas, and do your best to give every guest what he/ she asks for.

Every guest specially the repate one should have issues- free stay.

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Mr. Manager

Mr / Ms. Manager:

talks like a recorder.

reads any book about management.

sounds like a book.

has a fake smile 24/7.

thanks you, then makes you feel bad in a second.

never gives you a straight answer.

is a yes man to his bosses

wants to look good; not his department

acts like a politician.

can not motivate his team.

keeps too much information from his assistants

always makes his team worry.

does not want you to advance.

is not open to new ideas.

always has meetings which his team has no idea about.

is not realistic.

is not a good listener.

does what is good for him; not for the team.

brags about how much information, and contacts he knows.

does not trust his assistants.

does not teach his team.

does not care about his team opinion.

does not share good news with his team.

does not know how to communicate with his pairs.

Every good idea is his, and the bad one is not.

So,Please DON'T be like him/ her..

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The Basic Principles for a Collaborative Workplace

I had a training session at my work place and we learned these 5 basic principles which are very useful:

1- Focus on the situation, issue, or behavior, not the person.
2- Maintain the self-confidence and self-esteem of others.
3- Maintain constructive relationships.
4- Take initiative to make things better.
5- Lead by example.
Try to use these every day, your work life will be very easy
The book we used is product of Achieve Global, Inc

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Got people Skills?

People skills are the most important skills you have to look for when hiring new hospitality employee. The hospitality industry is one of these industries that require exceptional people skills. You don’t have to be friendly to be an engineer. You don’t have to smile if you are computer programmer. But working in a hotel, you have to smile, you have to be friendly. When hiring new employee specially those who have guests’ contact, you must look for the smile. Don’t look for computer skill or business experiences. You can teach everyone how to use the computer and how to create a spread sheet, but you can NOT teach them how to smile. If the new employee knows how to smile, everything should be easy to learn after that. Employees with good people skills will save your company a lot of money because with their skills they will know how to solve problems and they will make every guest happy. And when the guests are happy, they will return to your property with no extra ads costs or discount. Look for the employees with people skills, it will pay back.

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Is training important?

Training is very important Tool Company must use to insure success to all new employees. Good companies have training manager who handle the training process to the new staff. And when I say training I don’t mean how to use a computer system or how to do the job you are hired for. They hired you because they know that you did the job or you can do it. The training I mean is that the introduction of the new hire to the company’s culture and philosophy. The new hire has to know what the goals of this company and what makes this company different to others. You have to let the new hire knows and believes that your company is different and better than any other company in your industry. This way the new employee will know that he or she has to drop any bad habits from their systems. I remember once, I worked for a great company in the hospitality industry. And I assure you that I did not go to my work station or started doing my job before 3 full weeks of training and orientation from HR. and after the HR orientations and training, I took 2 more weeks training in my department. They trained me how to great people, how to make eye contact, and how to answer the phone. I remember that my trainer told me “I know you have experience, but I want you to forget everything you learn outside this place and focus on what we are trying to do her.” When he told me these words, I knew for sure that I was going to have different job. I left this company and worked in 2 different places, and I assure you that the total training days for both jobs was less than 3 days. My training for the other 2 jobs was like that’s what we do and that’s how we do it and good luck! To tell you the truth, I hated both jobs and I hated the people in both jobs. These people have nothing but gossiping and talking about everyone behind their backs. I once shared an office with 3 employees, and they were the kings and queens of talking about other people; making fun of them; thinking everyone else is a stupid, and when one of the 3 employee leaves the office, the other 2 start talking about him/her. If these employees had the right training and if they were told that in this company we respect each other, they would never do such a thing. Training is important and it will pay you back. It will reduce your turn over rate. It will reduce your employees’ problems, and it will make your company more successful and profitable.

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