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Inadequate training can lead to dissatisfied guests, high staff turnover, lower profitability and lost market share. This video from a Starwood Director Service Culture for Starwood Hotels & Resorts EAME offers some fundamental insights.

Russell Rules - Adapting Leadership Lessons from the 20th Century's Greatest Team Winner May 18, 2018

Russell Rules- Teams Win

Russell Rules - Adapting Leadership Lessons from the 20th Century's Greatest Team Winner

Workshop Focus:
Hotel Profitability Ratios, Hotel Guest Services, Hotel Operations

This is not a workshop on sports, but on how the individual can move the entire hospitality organization to long term success with innovation, leadership and strategic goals.

Bill Russell of the Boston Celtics defined the passion for winning through teamwork and focus. This session shares his eleven rules for success.

Keys to Success Agenda and Learning Results

The Value of the Sixth Man in Hospitality and any Business
Discipline, Delegation, and Decision Making in Hospitality
The Celtic Mystique or Making Celtic Pride Work for You

Blog # 100 A Baker's Dozen of Reflections - What our Guests Should Mean to Us | And a Competition! by John J. Hogan May 16, 2018

Blog # 100

A Baker's Dozen of Reflections - What our Guests Should Mean to Us | And a Competition!

Many of us have heard variations of the expressions below, but I have discovered that too few hospitality organizations really have made these sentiments part of their corporate culture of hospitality.

We will give a free one-month membership to www.HospitalityEducators.com for the best three responses submitted to complete the last Reflection by May 25, 2011 to john.hogan@hospitalityeducators.com, as well as post them in a full-length KEYS TO SUCCESS column shortly after.

Baker's Dozen of REASONABLE CARE Strategies Mar 20, 2018

Hoteliers must remember the Lessons of Reasonable Care! REASONABLE CARE - The degree of care that a reasonably prudent person would use under like circumstances.

10 Hotel Sales Action Steps to Succeed in Today’s Competitive Marketplace Mar 20, 2018: In my career as in yours, we have all seen people unexpectedly succeed and others that we believed would be the likely winners falter. In hotel sales, that can be especially true and I believe at least a portion of those outcomes are based on the “high touch” side of our industry. While we have the benefits today of technology that can track and measure statistics with incredible speed, the human interaction remains the fundamental core of success in hotel operations and sales. In a recent column, I mentioned 10 mistakes to avoid. Here are ten action steps that should help increase the likelihood of success.

Where is your desk? Another “High Touch” Lesson for Hospitality Managers Mar 18, 2018

Storytelling is a marvelous way to communicate a message in a very personal way and this column introduces the message of managerial effectiveness via one of the best stories to date on the hospitality industry.

SERVICE CODE The commitment to hospitality Mar 17, 2018: Slide 1
Elsworth Statler is considered one of the most innovative and creative of hoteliers of all time. He is credited with many of the practices and construction methods that became industry standards. To emphasize his commitment, Statler introduced what he called the STATLER SERVICE CODE. The following has been updated by Dr. John Hogan, CHA CHE MHS

Making Customer Service Real Mar 16, 2018: Customer service is one of the most personal experiences in all of hospitality and is, at times, difficult to measure. It can often be the deciding factor in a hotel or restaurant customer's satisfaction and intent to return.

Professional Development - for the individual and the organization Mar 11, 2018: Professional Development for the Individual is personalized training and coaching to enhance hospitality industry competencies and build polish in the areas of presentations, public speaking, and project leadership.

Professional Development for the Organization includes evaluating the competency and skill set levels of various hospitality managers.

Sales Training Mar 10, 2018: Hotel and Hospitality Sales Training examines the preparedness of the sales team, as well as evaluating the processes used in the sales efforts of the hotel by the staff assigned to it.

The outcome usually includes recommendations for specific skill or competency enhancements for the team to reach the hotel desired goals.

45 Proven Ways to Succeed in Any Economy - Do More than Survive: Thrive! Mar 10, 2018: KEYS TO SUCCESS™

2016 HOSPITALITY KEYNOTE & WORKSHOP OFFERINGS

Keys to Success™ are results-driven programs aimed at building competitive advantage.