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About 150 mid-scale and up-scale hotels around the world answered a questionnaire investigating the training on the PMS (measured by number of days, budget, and training provider) and performance (measured by occupancy, ADR, GOR). Most hotels (65%) stated that they had no budget for training on the PMS in 2011 and 32% of hotels offered no training at all to their employees on the PMS. 40% of the hotels surveyed provided up to 3 training days per year (Chart 2). Most of the training is conducted internally, rather than using the PMS providers. In cases where there is no training, the new employees are simply "shown the ropes" by their supervisors (Chart 3). As can be seen in chart 1 below, there is little/ no budget allocated to training.

This research supports that the (previously reported) under-utilization of the PMS may be due to the lack of training and budget! This research indicates that the training provided is mostly internal and not with the PMS supplier.

7 Deadly Sins of Business Meetings Oct 9, 2012: 7 Deadly Sins of Business Meetings

Workplace Violence - Time to Review Your Readiness? Oct 9, 2012: Although in most workplaces violence is not expected, it can erupt with little or no warning almost anywhere. That's why you need to be sure that everyone in your workplace is doing everything possible to prevent incidents of violence on the job. And we emphasize the word "everyone" because ultimately everyone in your workplace is responsible for helping to keep violence out.

Managers are not exempt from serving Oct 6, 2012: Service Elevated!™ Managers are not exempt from servingI

Why do great leaders express so much gratitude? Oct 4, 2012: Appreciation Leads to Employee Engagement

Exceptional leaders appreciate others authentically

11 of the Best Customer Service Stories Ever Oct 3, 2012: When someone wants to tell you a story about a recent customer experience, it usually tends to be more Tales from the Crypt than Happily Ever After. But that’s not to say good service isn’t out there. Here are 11 companies that will restore your faith – at least temporarily

Managing On the Edge of Chaos Oct 2, 2012: Change becomes chaotic when employees see and hear two or more different change methods and messages. A leader may attempt to adopt new thinking supported by the influx of new knowledge while the behavior of management may be delivering a totally different message and the same old methods. The newly empowered change agents (employees) equipped with new tools and new methods find themselves stuck in the middle of conflict between the new and the old methods and messages. This conflict throws the organization off balance and into chaos.

Effective Recruitment: Free to Choose Sep 27, 2012: Columnist Conor Kenny from Conor Kenny and Associates looks closely at Talent Recruitment. Are you really keeping your best people?

Effective Recruitment: Free to Choose

Are You a Manager or a Supervisor? Sep 27, 2012: If you manage or supervise other people, have confidence in yourself. Accept your limitations and don’t feel bad if you don’t initially know the answer to every question.

How to Succeed as a (Woman) Executive Sep 26, 2012: Hotel Online News for the Hospitality Executive
Excerpts from the Women's Leadership Conference and
Phyllis James, EVP and Chief Diversity Officer for MGM Resorts International