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Principles for Success: What we have here is a FAILURE to COMMUNICATE!
publication date: May 3, 2012
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author/source: Dr. John Hogan CHA CHE CMHS
Principles for Success:
What
we have here is a FAILURE to COMMUNICATE!
by Dr.
John
Hogan, CHE CHA CMHS 
There are many times these days when I feel information
overload. I do not read newspapers or
magazines as often as I used to, yet I feel barraged with "news",
advertisements and data pushed at me from every angle and direction.
In hospitality, the understanding for privacy of guests is
somewhat understood, yet the need to effectively communicate is
essential,
especially since many time travelers are away from home and in
unfamiliar
terrain.
I try not to dwell too much on airline horror stories, but I
found a number of recent trips reminded me of the need to understand
effective
and timely communication.
It was several years ago and I had a speaking engagement in
New Orleans for a national convention. It
was fall and there was a clear possibility of hurricane
winds. The city and the national weather
service
remembered the lesson of Katrina in 2005 and precautions were taken. 24
hours
before my flight, I received a voice mail message from South West
Airlines
advising me that my flight # 123 was going to be canceled due to the
threat of
the storm. My flights were originating
in Phoenix Arizona, with a layover in Houston, Texas.
The message left an apology, options on how
to rebook and an offer to assist in
accommodations in Houston. The airline
did not have an obligation to assist me with travel options in a
layover city,
but the offer certainly reminded me that this hospitality-minded
company seemed
to really care about me as an individual.
Fast forward time a few weeks and I had another flight to a
different city on the Atlantic coast of the Southeastern USA. I am
flying
another (to remain un-named) airline and another hurricane warning is
in
effect. About 36 hours before my flight,
I receive another voice mail message, advising " my flight
# 234 would be canceled due to circumstances
beyond their control from the threat of hurricane" and the recording
ended. Hm... 36 hours before the flight.
The contrast between the two airlines was remarkable. One
tried to really understand my travel challenges and the other addressed
their
interests. I say that because when I
called that airline and tried to rebook to the same city for a time
three hours
later, the danger of the storm did not seem to be a problem, while the
earlier
less than fully booked flight was cancelled. When
I tried to go to a different city because I did not
have a complete
comfort level with the storm path, they tried to charge me a $100+
"change fee"
because I was not going to be on the flight originally booked. After 30 minutes on the phone with "powers
that be", they finally acknowledged they should waive the change fee
because
the storm caused the change.
In hotels and restaurants, we have many opportunities for
effective or inadequate communication. These include:
- requests for non-smoking rooms
- special lodging requests, such as for connecting (not
adjoining rooms) for families
- reasonable requests for a slightly delayed late check-out
- the morning wake up call (the BEEP of a buzzer or the
personalized message of GOOD DAY and the weather forecast)
- the dinner reservation that was canceled, even if the
restaurant is not booked to capacity
- the request to offer something vegetarian as an option
other than a salad
- the meeting room layout as committed
Technology has improved the potential for better
communication, but it is not social media, WIFI or a better PMS that
delivers
the message. It remains the personalized
caring of people delivering hospitality that makes the difference.
What are you doing at your hospitality businesses today?
Hospitality Tip of the
Week®: The most
successful hospitality businesses are the ones
that listen to their customers, address their needs and continuously
improve
their service and product delivery.
If you'd like me to
highlight your special approach, send me a message to john.hogan@hospitalityeducators.com
and I will be glad to share the best of the examples.
Feel free to share an idea for a column at info@hoganhospitality.com
anytime or contact me
regarding consulting, customized workshops, speaking engagements ... And
remember
- we all need a regular dose of common sense.
 John
Hogan is a successful hospitality executive, educator, author and
consultant
and is a frequent keynote speaker and seminar leader at many
hospitality
industry events. He is Co-Founder of a consortium (www.HospitalityEducators.com)
of successful corporate and academic mentors delivering focused and
affordable
counsel in solving specific challenges facing the hospitality industry.
www.HospitalityEducators.com is a membership site offering a wide range
of information, forms, best practices and ideas that are designed to
help
individual hoteliers and hospitality businesses improve their market
penetration,
deliver service excellence and increase their
profitability.
Special introductory pricing is in effect for a limited time that also
includes a complimentary copy of LESSONS FROM THE FIELD- A COMMON SENSE
APPROACH TO EFFECTIVE HOTEL SALES. If readers would like to
contribute
to the site, please submit your material for consideration to Kathleen@hospitalityeducators.com.
We are interested in expanding our global networks and resources as we
support our membership.
|
Contact:
Dr. John Hogan, CHA MHS CHE
john.hogan@hospitalityeducators.com
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In hospitality, the understanding for privacy of guests is somewhat understood, yet the need to effectively communicate is essential, especially since many time travelers are away from home and in unfamiliar terrain.
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