Ron Kaufman discusses his New York Times bestselling book Uplifting Service, which offers a proven path to delighting your customers, colleagues, and everyone else you meet. The book exposes a massive wound in a subject area that has become buried in weak distinctions, inadequate practices, and popular but shallow clichés
“Banqueting forms an integral part of doing business.” Judge Andrew Williamson, High Court of Justice of the Isle of Man
Over the past three years, this columnist/hotelier has prepared a series of articles that have offered insights into specific tasks and duties facing many departments and professionals in our industry. With the turbulence facing our industry and global economies, the need to find the time to “think” has become even more significant. This particular column on HOTEL BANQUET MANAGERS addresses a very important component of many full service hotels.
With the invention of email, the world of convenience has moved to a new level. The cost involved with many types of mailings has also decreased and, in general, our ability to save time and speed-up decision making all has led to a more effective work environment. While emails have dramatically reduced the proverbial game of “telephone tag”, emails now have replaced some of the personal contacts associated with the call or an individual visit.
There are many different opinions that surround what is considered to be proper e-mail etiquette; however, there are certain basic pointers that can be given to enhance its’ effectiveness. The following suggestions fall under that category.
Female centric" - the buzz words at the heart of the new business women's movement -
Currently hospitality is extended to many women by many a hotelier. Wanting to remaining competitive and in tune with customer needs and preferences, chains, groups and independent hoteliers are looking at ways to cater specifically for women.
The title of this short article might sound a bit fundamental, but we have all learned the value of the basics. Little things do make a difference... actually, they can be the difference in achieving success or not.
Hong Kong based, international Hotelier Terence Ronson provides a very comprehensive overview of how service should be delivered in this PERTLINK Blog. He uses examples of service excellence in housekeeping, front office, safety/security, hotel marketing and sales, food & beverage, hospitality training and general management. The details are very specific and he also addresses a fundamental in hospitality - success does not come from the age of a hotel, but from the caring of a hotel staff in delivering inspired service. Enjoy!
Successful Guest Interaction Look at these three different YouTube videos that offer sound advice from fellow professionals in hospitality, with tips on dealing with international visitors, difficult guests and some great ideas from Starbucks.
This is a short six letter word, but its definition has meaning to many of us. We all hope and want to make a difference in the lives of those we interact with. We work to positively impact others in our time.
Jack Vaughn (1937-2014) certainly left his mark and a legacy in truly dramatic ways. One of the best tributes that could be offered about Jack would be to recognize the fact that he built his reputation and influenced others in ways that were seldom self serving.
Jack was a private person and that was evident by his quietly blending into the background in the 15 years since he left Opryland.
A personal friend and professional associate, David Brudney of California, wrote a wonderful recollection of the personal side of Jack[2] that he knew in their Westin days. I enjoyed learning some things I did not know about his background prior to the 18 years Jack and I overlapped in Tennessee.
A primary observation for me was that Jack was an exceptional hotelier and caring individual. He inspired an army of other professionals through his commitment to continuous learning and certification.
Story Highlights
Jack Vaughn (1937-2014) certainly left his mark and a legacy in truly dramatic ways. One of the best tributes that could be offered about Jack would be to recognize the fact that he built his reputation and influenced others in ways that were seldom self serving.