Why are they that way?

Why do people do what they do?

Is it all because of their parents? Is it because of society? Is it because of some unknown element floating around them?

When it comes to Generation X, I have studied these questions (well, maybe not the floating elements) and compiled an eBook that talks about the Gen X personality and many of the traits the Gen Xers seem to display as a group. I report on the most accepted reasons for these behavior patterns and point out many of the causes. I also delve into the best way to deal with Gen X from a business stand point as well as from an employer standpoint.

My business is in Hospitality and I wrote the eBook from that frame of reference. However, the information is general and adaptable to any business and specifically to any service related industry.

Get your copy now.
CLICK HERE

Googledom

Tonight I engaged in an activity that many people do from time to time. I Googled my name. In the past when I typed Will Maguire in to Google I found myself way down the list, toward the back 30 or 40 pages. When I would add CHA after my name I popped up sooner.

But tonight, I entered just my name and I was on the first page. Actually, I was on the first page three times.

I was not the first Will Maguire on the list, that honor fell to an article about a Robert Maguire III and whether or not he will disengage as REIT executive. The second was not me either, that was a 16 year old Will Maguire and his blog with some good natured posts by his mates. It seems he and I do share a love of good friends.

The third, the fourth, and the fifth listing on the first page was about me. The first time I popped up on the first page and I was there three times. Wow.

This first of the three was my Hospitality Service blog, the second was an article I wrote and featured on Ezinearticles.com, and the third was a reply post I made on the American Hotel & Lodging Association's forum.

This is a red letter day for me. :)

Thoughts About Attitude

I found this quote about attitude, “I am still determined to be cheerful and happy, in whatever situation I may be; for I have also learned from experience that the greater part of our happiness or misery depends upon our dispositions, and not upon our circumstances.” Martha Washington (1732 - 1802)

The way she points out that it is not the circumstances that determine whether we are feeling happiness or misery; it is disposition that dictates how we feel about the situation. The way we view things and how we decide within ourselves to feel and react to the situation is what makes us happy or sad, angry or elated, good or bad. It is amazing how much our mind, our thoughts, can effect the world around us. Most of the time, the outer world and the way we view it is being created by unconscious thoughts. Once a person can learn to fill the mind with positive thoughts, the rest of the world around them becomes a more positive place.

Martha sounds like she was a pretty smart lady. Just look at what her positive outlook did for her husband’s career.

Business is Booming

According to a recent article in the Wall Street Journal, hotel sales is expected to be up 52% over last year globally, as reported in the Hotel Investor Sentiment Survey from Jones Lang LaSalle Hotels. In the first six months of 2007 global hotel transactions is already at $56 billion, compared to the $72.5 billion in the full year of 2006.

I hope the industry doesn't get complacent about business and allow service to lack. Almost sounds like history repeating.

Portable Hotel

Now why didn't I think of that?

Are you going someplace that does not have a hotel? Why not bring one with you?

For a weekend rental for about $8,000 you can have an 11 room hotel arrive by 18-wheeler truck. Detach the cab and press a single button on a hand held remote control and watch a 30 minute transformer like system unfold your hotel. This system can be set up just about anyplace.

A Spanish company is making the HotelMovil. The 11 room unit sells for half a million. I wonder if somebody will buy a dozen of these and have them available for county fairs, hotel construction or remodel sites, or for almost any special event when the local hotels and motels are all sold out.

I think this is a really good idea.

Video on YouTube: http://youtube.com/watch?v=c0TlpqP0RU8

My eBook is Now Available

A shortened version of my book, X-cellent Guest Service, is now available through my website, Border Land Hospitality.

This eBook contains the chapters specifically dealing with Generation X, discussing the Gen X personality, the travel trends of Gen X, and some information useful in coaching the Gen Xers working on your staff. This eBook is the result of two years research and written in simple plain language, as if I were talking directly to you.

I am sure this information can be very useful to any hotel manager or anyone in a service related industry.

Generation X is becoming the dominant demographic as the Baby Boomers are slowly fading out. This eBook provides information you should know about Gen X.

Service or service?

A service is an action taken by one person to ease the life of others. That’s the way I look at it. Some services are good and others are not so good. I think the difference between the good and the not so good is the quality of the service we receive.

The other day I was at the gas station filling up the car. At this particular station they serve the customer meaning they pump the gas for you. As I sat in the car waiting for the pump to finish, the attendant picked up the squeegee and proceeded to clean the windshield. He got the window wet and began to scrape it off with the rubber blade. As he went lower and lower he moved very quickly. When he got the bottom h just grazed past the wiper blades, leaving dirty water at the bottom of the glass. He then walked around the car to the other side and just wet the six inches or so where he could not reach during his first attempt. Then he scraped the water off again, but this time in a downward motion. Again, he left dirty water at the bottom of the windshield.

I had streaks on the windshield going across the majority of the glass and streaks going down about six inches from the edge on the passenger side. I also had a concentration of dirt and smudge right against the wiper blades. I think I would have been better off without the windshield cleaning that particular day.

The attendant was providing a service by cleaning the windshield. What he was lacking was the quality of the service. Sure it is nice to have the windshield clean, but if the job can’t be done with a sense of quality, there really is no point in even trying.

When we are providing a service, no matter what that service may be, it is highly important that we have a sense of quality with the service. Without quality the job will be noticed more than if we add quality. Think about it. If the gas station attendant had cleaned the windshield properly, do you think I would have written about it here?

In A Nutshell

From How to Win Friends and Influence People, by Dale Carnegie

Fundamental Techniques in Handling People

1. Don’t criticize, condemn or complain.
2. Give honest and sincere appreciation.
3. Arouse in the other person an eager want.

Six Ways to Make People Like You

1. Become genuinely interested in other people.
2. Smile.
3. Remember that a person’s name is to that person the sweetest and most important sound in any language.
4. Be a good listener. Encourage others to talk about themselves.
5. Talk in terms of the other person’s interests.
6. Make the other person feel important – and do it sincerely.

Win People to Your Way of Thinking

1. The only way to get the best of an argument is to avoid it.
2. Show respect for the other person’s opinions. Never say, “You’re wrong.”
3. If you are wrong, admit it quickly and emphatically.
4. Begin in a friendly way.
5. Get the other person saying “yes, yes” immediately.
6. Let the other person do a great deal of the taking.
7. Let the other person feel that the idea is his or hers.
8. Try honestly to see things from the other person’s point of view.
9. Be sympathetic with the other person’s ideas and desires.
10. Appeal to the nobler motives.
11. Dramatize your ideas.
12. Throw down a challenge.

Be a Leader

(A leader’s job often includes changing your people’s attitudes and behavior. Some suggestions to accomplish this:)

1. Begin with praise and honest appreciation.
2. Call attention to people’s mistakes indirectly.
3. Talk about your on mistakes before criticizing the other person.
4. Ask questions instead of giving direct orders.
5. Let the other person save face.
6. Praise the slightest improvement and praise every improvement. Be “hearty in your approbation and lavish in your praise.”
7. Give the other person a fine reputation to live up to.
8. Use encouragement. Make the fault seem easy to correct.
9. Make the other person happy about doing the thing you suggest.

EZine Articles

An article I submitted to EZineArticles.com was accepted.
Check it out.

http://ezinearticles.com/?Whatever-It-Takes&id=682398

Timeless Classic Still Teaches Today

Recently I have been reading “How to Win Friends and Influence People” by Dale Carnegie. This book was written in 1936 and was the first of its’ kind. It is still regarded as the best book ever written on the subject of human relations. I am literally astounded by the insights this book teaches and I am surprised I have never been exposed to this book earlier in my career.

This book is a must read for just about anybody, but especially for any one who deals with the public. Well, any one who deals with people at all should read this book. I will add this book to my personal recommendation list of a success library. Any one, who wants to be successful in business, in life or even in the hospitality industry, really should read “How to Win Friends and Influence People.” It truly is a timeless classic that will open your eyes.

How to Truly Change Your World

I recently found this post by Jason Mangrum and thought it was amazing.
He gives full permission to repost it here.

This is Jason Mangrum.

I love you.

I’m sorry.

Please forgive me.

Thank you.

Nearly 99.9% of everyone who wrote
a response to my mailing about the
Zeitgeist Movie thanked me for it,
but then asked what they could do
to help literally change the world.

If you didn’t see it yet, it’s at:
http://www.zeitgeistmovie.com

From a logical/ego perspective, it
would seem that one person up against
a secret empire of evil controllers
hell-bent on ruling the entire world,
might just seem a bit hopeless…

In fact, you didn’t hear from me for
over a week because of this reason.

I had no clue how to fight it.

I wanted to get together a virtual
“army” of my own to somehow out-power
these forces and turn the tides…

But fear had gripped me and almost
pushed me over the edge. Yes, this
is going to be personal. And real.

The more I thought about it… the
more I researched it… the more I
felt a very real hate stir inside.

They had already won.

I completely forgot the most critical,
yet little-known secret of real change.

And that is why I’m writing to you
right now, with a 100% sure-fire
answer… yes, this will change the
world and bring peace to us all.

This alone WILL put an end to the
Illuminati, government corruption,
wars, violence, hate and crime…

And you have the ability right now
to make this global change. Yes, you.

I don’t care if you believe me, I’m
only concerned with showing you what
above all else, works every singe time.

No other method makes this promise.

In fact, no other can…

Please stay glued to every word of this
email, because you’re going to learn
something that will change you forever.

Just be open.

Are you ready?… because I’m going
to share the exact answer you’ve been
searching for inside this very email.

This is how you can fight, overcome
and win. You *can* change the world.

And here’s how…

Get the hell out of the way.

Stick with me. I’ll explain.

It is said there are 3 stages of
awakening…

1) You’re born and raised to acquire
and operate under a “victim” mentality,
where everything happens to you, or
outside of you…

2) You suddenly realize that you do
actually create your own reality and
can control it using various methods
that give you a sense of control –
but something is always missing…

3) You realize what’s missing and
make a conscious choice to align
yourself with it - thereby getting
your egotistical mind out of the way,
and you finally… surrender.

Wha?… Am I saying to just sit back
and surrender to these evil forces?

Absolutely not.

This is how you fight.

You realize the 3rd stage of awakening.

Yes, you create everything you observe
as your reality… BUT, this means that
you *MUST* take 100% total responsibility
for your creation… the good and the bad.

Most people simply are not ready for that.

This doesn’t just mean you’re responsible
for everything you do. It means you are
fully responsible for every problem you
have AND every problem you hear about!

Yes, that includes the corruption.

That’s only the *first* step.

I told you this wouldn’t be easy to swallow.

From the moment it’s on your radar, you created
it in your world. ONLY when you accept total
responsibility for creating it, can you accept
total responsibility for fixing it.

And since you’re reading these words, you
and I are sharing this experience. This is
now a personal message to you, so listen.

I didn’t “get” this, until I read Dr. Joe
Vitale’s newest book, ‘Zero Limits.’

I stayed up all night in bed reading it.

In the book, Dr. Vitale teaches a method
taught to him by Dr. Ihaleakala Hew Len,
a student of an ancient Hawaiian Healing
System called, “Ho’oponopono.”

Dr. Len actually healed an entire psych
ward of criminally insane patients without
ever seeing them or talking to them.

How did he do it?

He used this very system to petition the
Divine for healing for every aspect within
himself that actualized as the problems
within the patients themselves.

Here’s the biggest secret the Illuminati
hopes you never figure out on your own:

THERE IS NO “OUT THERE” REALITY.

Everything you observe outside of you is
pure illusion. It isn’t real. Even this
email you’re reading right now, is really
an external actualization of some part of
you that is manifesting as these words.

That’s right. The Illuminati. The corrupt
government. The lies. The 911 cover-up.
The lying president and all his officials.
The alphabet-soup agencies. All of it.

I realize this is more than some people
can accept. That’s ok, I’m still learning
myself, otherwise everyone would get it.

Am I going to try to sell you the book
for my own profit or financial gain?

No. But you can see their main site at:
http://www.zerolimits.info

There’s no affiliate link. That is the
official site, and I don’t get paid a
dime to send you there. But I HIGHLY
recommend you get that book. Now.

I promise all of this apparent “craziness”
will make perfect sense to you after you
read it… at least enough to USE it.

I asked The Universe/God for an answer to
how on Earth am I supposed to help fight
all this apparent evil in the world, and
even more — how do I help others too?

Last night into the wee hours of this
morning, I received my answer.

“Heal yourself.”

You see, you cannot see something you
don’t like in someone unless it’s already
within you to begin with. Otherwise, it’d
be impossible for you to recognize it.

Do not hate the Illuminati.

Love them.

Use the energy of LOVE to transmute the
world you experience from one of hate and
sorrow, pain and anguish, secrets and lies,
to one of pure, unconditional LOVE.

There’s great wisdom in those words.

You’ll understand it so much better when
you read Zero Limits. This *IS* the answer.

There is no other way.

All other ways lead to resistance and opposition.

You won’t get anywhere that way.

LOVE THEM.

You may have noticed the 4 phrases I used
at the very top of this email…

I love you.

I’m sorry.

Please forgive me.

Thank you.

I *CHALLENGE* you to take this action:

Your only “job” is to get out of the way.

In order to do that, you must eliminate
every single thought, idea or memory that
separates YOU from NOW… the present moment.

The only way to accomplish this, is to
*cleanse* yourself of every thought as
it occurs in your mind and transmute the
energy into a state of pure LOVE.

You do this by saying those 4 statements
over, and over again. Every single day.

Actually, “you” don’t transmute anything.

The ‘bigger’ you does. Call it God.

You’ve heard of “let go and let God” right?

Well… aside from any religious dogma,
this is exactly what that statement means.

Yes, you can control your reality.

But if you want to experience miracles,
let go completely and allow the Divine
to work through you. Be ONE with It.

Joe’s new book seriously has the potential
to help usher in the Age of Enlightenment.

The first step is total responsibility.

The next is to get the hell out of the way.

The final is to let go, and LOVE everything.

Then, your world changes from the inside out.

This is a superior Divine revelation for all
those who are ready to hear it. If you’re not,
then I trust you are not reading this email –
you’re probably doing something “more important.”

Well… this is how you fight.

I cannot stress it enough.

Change yourself. Love everything.

Use the 4 statements at the top of this email
as a “mantra” - say it silently to yourself
over and over again to cleanse every thought
that separates you from God and the NOW.

Only when you cleanse, cleanse, cleanse, can
you reach the Zero State, where literally no-
thing exists and everything is possible.

Yes, even World Peace.

Imagine 100, 1,000 or even 10,000+ people
who read this email saying this mantra over
and over again on a daily basis for Peace!

I’ve been doing the mantra while writing
this entire email. That’s why you can feel
the energy coming from it. Yes, it’s real.

Forward this email to everyone you know.

Everyone can make a change in their world.

I’ve already decided to align myself with
Divinity, let go and send out pure LOVE.

And I trust with every fiber of my being
that as I broadcast the energy of LOVE,
my world is now changing.

From the inside, out.

Forward this to your entire contact list.

Send it to your mailing lists.

Post it on your blog or anywhere else.

Let’s change the world!

I Love You,
Jason Mangrum, Blog at:
http://www.JasonMangrum.com

PS. Get Zero Limits from Amazon or see:
http://www.zerolimits.info

How To Make A Great First Impression

In business and in life we have multiple opportunities to make a first impression, but we never have a second chance to make a first impression.

In the business of hospitality life we must make our first impression hundreds of times each week and in some cases you may have that many in just one day. There is one simple, easy to do activity you can utilize that will ensure the greatest impression you can make the first time as well as the second, third, and even the sixteenth time.

This simple activity is to smile. That’s it, smile. A genuine, sincere, and friendly smile, not one of those painted on cursory smile. Those fake smiles are transparent and could backfire with the opposite affect.

A great first impression is a must in the service industry. A sincere smile is the easiest and the most valuable thing you can do when serving a guest.

As the Chinese proverb says “a man without a smiling face must not open a shop.” In order to be successful you need to smile.

How about a Joke?

Saw a friend of mine today. He seemed to be thinner so I asked him if he was on a diet. He said that he was not on a diet but he was wearing a girdle. I had to ask why he started wearing a girdle. He told me he's been wearing it ever since his wife found it in the car.

☺

Another version of that joke is in the locker room at the gym and the friend is wearing pink panties. "I didn't know you had that kind of a fetish." He said he's been wearing them ever since his wife found them in the car.

☺

Gen X Travel Trends

When it comes to Generation x, the primary concern for us, as hospitality professionals, are the travel characteristics of Generation X. Where are they going, when are they going there, are they going to come to my hotel? Well, they are going everywhere, they are going there now, and yes, they are coming to your hotel. Industry statistics say that in 2005 lodging demand grew 7% among Generation X and only 6% among the Baby Boomers. The Baby Boomers have long been the most dominant customer for hotels, but that trend is clearly changing. Gen X has a larger growth in lodging demand while the Baby Boomers are slowing down.

Even though Generation X is around 61 million people and Baby Boomers represent about 81 million, Gen X is using almost the same number of hotel rooms. More Xers are staying in hotels than Boomers, proportionately. And, Gen X tends to spend more money per trip. They are consumers of entertainment, so they plan to do more enjoyable things while traveling. It doesn’t matter if they travel for business or for leisure; they will most likely find some time for a little fun. In fact, Xers are very fond of leisure travel. In the last ten years leisure travel tripled among Generation X. The fact that Gen X is striving to find a balance in life between work and play may be a large contributor to their decision for more leisure trips.