Recognition Idea

As GM I would give my staff members small thank you cards. They were about the size of a business card with a word of encouragement on the front and blank in the middle. G-neil Company carried some of these cards.

I would sit at my desk and write supportive messages inside the cards. Messages like "You are doing a great job. Thanks" or "I am so glad you are on our team." Then I placed the cards inside their envelopes and carry two or three in my pocket. When I would see an employee doing something right I would take out a card and write their name on the envelope. I did this with housekeeping especially, since they are the hardest working department with the least amount of recognition.

The employees thought the card was a planned recognition just for them. They saw their name on the envelope and imagined me selecting the little card just for them and writing the message with them in mind, then searching the property to deliver their card personally. They didn't know I had a pocket full of prepared cards.

It didn't matter, they felt appreciated and that was the point.

Find ways to show appreciation for your staff and they will take care of your guests.

Horrible Service Story

My very good friend, Eugene, experienced what could be described as one of the worst service attitudes ever. He took his car to the local dealership to arrange for an oil change. He walks into, what was called, the service department only to find an empty room with a counter. Eugene stood at the counter for a few minutes when a mechanic walks in from the shop area behind the counter. The mechanic stopped, looked, then turned to pick up a clipboard from the desk and walked back into the shop. Didn’t say a word or acknowledge that anybody was standing at the counter. A few moments later another man came through the door from the shop area and stood there, looking at Eugene for a few seconds and finally took the three steps to reach the counter. The two looked at each other for an awkward moment and Eugene broke the silence by saying that he wanted to set up an oil change. The other man, wearing the ‘manager’ badge, laughed at him. He actually broke into a laugh. As his laughing subsided he said “today? We are way too busy today.” Then he turned and walked back into the shop area.

This service manager was in dire need for some instruction of what service really is. Not only did he lose a lifetime customer, he also lost the potential business of the twenty people Eugene told about the situation. The dealership lost future car sales from Eugene, the type who buys a new car every two years, and those twenty people with whom he shared the story. Was this so called service manager showing any hospitality at all? No, he wasn’t. Eugene didn’t say he wanted to get the oil change that day; he just wanted to make the arrangements, set up an appointment to get the oil change done. The manager was not cordial; he was not generous in his disposition and treatment of his guest at that particular instance.

We all have a story similar to Eugene’s story. The problem is that we all have a story similar to Eugene’s story. Bad service attitudes are so common we almost expect it every time we walk into a place of business. The guests who walk in our hotels often feel the same way. Since we are in the hospitality industry we need to fully understand what hospitality really is. As hospitality professionals it is important that we project the right hospitality attitude toward all our guests. Hospitality managers have the responsibility to teach the entire hotel staff the importance of a proper hospitality attitude.

Now on Amazon.com

My book is now available on Amazon.com

This is so cool. :)

X-cellent Guest Service on Amazon.com

The Book Is Ready

My book, X-cellent Guest Service, is now available.


This book contains all the information I presented at my X-cellent Guest Service seminars. It covers the information about Generation X as it applies to the hospitality industry and it gives suggestions and advice for improving guest service at your hotel or restaurant.

It even includes my secret three rules for any situation. These three rules will give anybody at your hotel or restaurant the guidelines and power to handle any situation that comes up in a way that will keep a happy customer without causing damage to the business. It was these three rules that helped me take a 30 year old hotel and restaurant from the mid 50% brand ranking to the top 5%, beating out many newly opened hotels of the same brand.

Follow the link below to order a copy of X-cellent Guest Service.
https://www.createspace.com/3331991

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

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.

Gen X Like Family and Unusual Trips

Studies show that currently Florida seems to be the destination of choice for Generation X, most likely Orlando, while the Baby Boomers are going to Las Vegas. This has a lot to do with the dedication Xers feel toward family. From the latch key kid background, they feel that many of the joys and pleasures of being in a close knit family is some thing they missed out on. Family is very high priority to Xers. The days of the two week road trip once a year for the family vacation are over. Generation X is much more likely to take multiple weekend trips throughout the year instead of one long trip once a year. As a result, this means more hotel stays. Instead of staying one night at a hotel each night of the family vacation, about 12 nights total, we see X families spending two or three nights in one hotel for a weekend trip and taking five, six, or more of these trips throughout the year. And it is good to know that on average Xers spend more money per trip then the previous generation.

One report I read said that Gen Xers like to take unusual vacations. They actually pride themselves on their ingenuity for planning some of the more unusual trips to the exotic or different locations. Something they can brag about to their friends when they get home after the trip. The Ice Hotel in Quebec-Canada is only open about four months out of the year, the rest of the year the hotel melts. They sell out practically every night, every year and the vast majority of guests are all Gen Xers. Taking the kind of tip their parents never dreamed of is the goal. The more unusual the better.