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Hospitality Is A Contact Sport

Hospitality Is A Contact Sport

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Published by: profuseapex967 on Aug 20, 2014
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Hospitality Is A Contact Sport
It will reinforce practices and hopefully, add some new tools in your leadership kit.Meaning. I remember one resort property in which the security guards told me the new generalmanager had asked them to get their pictures to him so he could call them by name when he cameonsite. In one travel agency, the agents would know when someone had the traveler who madeeveryone's life miserable. even if the agent had a melt down when she put down the phone, theagent was awarded "The Order of the Salmon" a stupid looking stuffed fish but the meaning wasobvious: the agent kept on swimming upstream, against all odds.The ballroom was turned into a haunted house. Mutuality. It is a term derived from the Middle Ageswhen then Rule of St. Discover why hundreds of satisfied clients from all over the globe hire Eileento keynote at their meetings and facilitate their retreats. Author's Bio: Listen to the Little DavidsBy Eileen McDargh, CSP, CPAEOne of the foundational - and often missing - demonstrations of respect is the ability to listen deeplyand without judgment. It starts with you, the hotel executive. These three components are the placeswhere contact is made. They are necessary because the pilots are so far off the ground, they cannotsee the lines on the tarmac for the front wheel.In The Maverick Employee there is a line that says, "Laughter and good humor are the canaries inthe mine of commerce. When his maître d'hôtel lost his temper and slapped a waiter, themaître d'hôtel was instantly dismissed. Think of it as a kinder version of "I know who you are andI saw what you did." When the dentist showed up to his weekly staff meeting with a star cut out of acoke can, handing it to the receptionist with $25 and stating that he felt she made all the patientsfeel like stars, the joy was evident to all. This can apply to virtually any business where customersand staff interact.Let people know the value of what they have done for the operation. Benedict admonished the abbotto get input from all monks before making a decision and to make sure he started with the LittleDavid, a reference to the biblical story of David and Goliath.
 
Listen to the Orange Batons. Â© 2014, The Resiliency Group. The randomness as well as the specifics of the feedback workedmagic.Call everyone by name. In fact, if a leader wants to create meaning AND mutuality, tell the LittleDavid that at the end of 30 days, you want to learn something from them to improve the operation. And the staff--well--you never saw so many hotel employees having so much fun and radiating suchpride in what their hotel was doing.Reinforce with random rewards. Your rating: NoneEveryone wants to know his or her work is meaningful even, if at face value, is might seem rathermeaningless. You might well be astounded.Don't get me wrong. You can also create an environment where team members acknowledge whensomeone has had a bad day. Visit The Resiliency Group website at http://www.eileenmcdargh.com toget her free quarterly e-zine, read her blog and articles.I will never forget one Halloween at a Hilton Hotel outside Chicago. As author Joan Chittister, OSB,writes: "Hospitality is the act of a recklessly generous heart."The impetus for this article comes from the thousands of miles I have traveled and the many places Ihave stayed in my work as a leadership consultant and professional speaker. Periodically, he'd showup with other "rewards". To be in this industry is, in fact, an act of courage. What amazed them wasthat no manager heretofore had even cared. They have wisdom to share and in the asking, you havealso demonstrated respect.ListenRandom rewards get regular performance. If it was handled with compassion and calm. Think of leadership as an inside-out skill. It is the element of surprise and specificity that makesacknowledgements special. On the flip side, I believe the story of the GM who spent a day workingalong side housekeeping is probably legend. Average:(1) Create meaning with employees(2) Create an environment for mutualityFrom a leadership perspective, what becomes clear is that while creature comforts can vary (and arealways critically important), my ultimate experience is determined by the interactions I experienceand observe with staff. There is a hospital in San Diego where a surgeon was overhead telling acustodian, "Hey Joe. Buffet breakfasts for the busy traveler are great but hampered when a serverslams down coffee. The manager told him how valuable he was but that disrespect of anotheremployee would not be tolerated. I have observed some of the most obnoxious behavior frombusiness travelers whose ego and arrogance is only a wee bit smaller than their lack of courtesy.IPad check-in is swift but disconcerting when a guest's "good afternoon" greeting is met with
 
disdain.I have heard marvelous ideas and insights come from the youngest or newest members of a teambecause they come with fresh eyes and no political agenda. Just as a booster shot spikes theantibodies, this article is intended to spike what you know and are already doing. To this day, theformer maître d'hôtel sends Christmas cards and calls the general manager.Eileen McDargh is a Hall of Fame motivational speaker, management consultant, resiliency expertand top thought-leader in leadership. In another instance, housekeeping told me that one of theirwishes was that the manager would acknowledge them by name when he got on the elevator. I neverworry when you're on duty." That simple statement told the housekeeper that the surgeon knew thatit was as important that the hospital be clean as it was that the surgeon's hands were steady in theoperating room.Here is where the contact sport begins: with you the executive. Depending upon the city and theclient, the range goes from residential inns to five star resorts, from boutique hotels to bed-an--breakfast retreats, from international chains to franchise operations. You don't have to go to the extreme as this one hotel did but there is much that can be done tocreate laughter, joy, and spontaneity - all hallmarks of what makes us uniquely human.(3) Create an environment for mirthEncourage 360 degree acknowledgment. Senior citizens from the area were given one free nighthttp://sport.com/ if they would come, decorate their hotel door, and then hand out candy to children.I know one general manager who insisted that respect was an unbreakable rule - and there were fewrules. Listen to your Orange Batons. Unlike the worlds of finance and technology, consumerproducts or construction, hospitality puts humans into the most intimate of settings. Your demeanor, your actions, your words carry an impact to your leadership team, to the front desk, to the bell desk,to housekeeping. Instead of just the leader or department head calling out members, imagine whatwould happen if everyone began to look for what was going right. Movies played in a meeting room.Fascinating how small things allow someone to feel they matter.Mutuality is mirrored in respect. Staff, for the most part, mirror how they are treated by those inleadership.Consider this article like a booster shot. Mirth. Imagine what would happen if team members fromevery department started off a work week with giving verbal thank you's to things they had observedother team members doing. Good to see you here. Publication rights granted to all venues so long asarticle and by-line are reprinted intact and all links are made live.. Service recovery is critical but not when the front desk has to search for someone in authority totell them how to handle a sediment-filled iron stain that ruined a suit. It only happens face-to-face. Itdoes not happen via IM or text messages. Hotdogs, popcorn, and sodas were offered for a pittance. As the Ritz Carlton so famously states it, "ladies and gentlemen serving ladies and gentlemen."Little Davids are the youngest or newest members on your team. If you, your employees, yourcustomers don't have a good time, if the laughter has died, you are in the wrong business." As the hotel executive, you too are removed from "the ground". A very creative staff turned a low

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