Wednesday, August 16, 2006
ARE YOU READY TO STEP UP?
“THE ILLITERATE OF THE 21ST CENTURY WILL NOT BE THOSE WHO CANNOT READ AND WRITE, BUT THOSE WHO CANNOT LEARN UNLEARN, AND RELEARN. CHANGE IS NOT MERELY NECESSARY TO LIFE - IT IS LIFE”. ALVIN TOFFLER
During our short Conference we had a lot of information drawn at you and I understand that it might have been too much for some of you to understand. For the benefit of all here I give a write up in "KISS" format.
IT IS EMINENTLY IMPORTANT THAT YOU AND YOUR ASSOCIATES DO UNDERSTAND THE URGENCY OF OUR INTENTIONS AND ACT ACCORDINGLY.
The (10) ten points you must understand remember and apply. They might change your life.
1. The need for change in our behavior, attitude and mind set according to the change in business environment.
2. It's a life long learning.
3. The Internet is the future, we want to be an Industry leader and therefore we have to be a head of any competitor.
4. Technology is not just supporting our efforts for betterment. IT DRIVES US. Come on board or be left behind.
5. Our Intranets, The key is participation and contribute.
Step up. The future is for great communicators only.
6. Other small advice "You must want".
7. To improve the world starts with you.
8. Not only do you need more knowledge but you also need to change your attitude.
9. We do as we believe.
10. We see what we believe we see.
Below I like to explain each point in detail:
1. THE NEED FOR CHANGE IN OUR BEHAVIOUR
Today, we face circumstances we have never experienced before. In Indonesia and in Asia in general up to 1995 there was a sustained grows. One could think that recession, people loosing jobs was something that might happen in Europe and USA but not in Asia. Then it started with the crash of the Rupiah, The financial crises, followed by the political crises. 15 Million Indonesian lost their jobs and the Rupiah devaluated by 500%, 200 private banks had to close. Since then it all changed, from stable to unstable. Asia joined the rest of the world. From Life long employment to jobless. Asian needed to adjust. Nobody could take their job for granted. Change in ownership followed in change in management and everything what was taken for permanent disappeared.
This was perhaps the first shock Asians needed to understand. The affects of Globalization came also to the shores of Indonesia. The competitive entrepreneur will win. But success is just temporary. It does not last if we do not renew it over and over again. Competitors are also getting better and better that is why we cannot rest on past success and great jobs done no but we have to prove it again and again. THE TUFF TRUTH IS THAT WE ARE JUST AS GOOD AS OUR LAST JOB AND ALL THE PREVIOUS SUCCESS DOES NOT COUNT ANY LONGER. The good thing is that past failure does not count either. So everybody can be champion of the day.
This is the main reason why I say we are like racing driver. In Formula one racing Schumacher has been 5 times world champion and he can just loose it. Then he was world champion for 5 times but HE IS NO LONGER the world champion. So for him it is stay in the race and keeps winning or get out. In business the rules are not as tuff as in car racing but they are similar. IT IS SUCCESS OR FAILURE and nothing in between. You do a brilliant job or it is such satisfactory. Just a good job is not good enough. Our guests and clients are expecting us to do a good job. A "good job" is the minimum that is expected. So if we want to be better than average we have to do a brilliant job. Only then the outcome can be regarded as fantastic. So we have to step up to be brilliant. This requires hard work.
It starts with good Introspection. You do a SWAT analyses on the product "YOU". To know yourself by what you are doing. Personal SWAT is done in the way you do business SWAT. Best you stand in front of the mirror and ask yourself about what is your strength and what are your weaknesses and I am sure you will not lie to yourself. What are your opportunities and treats? Try to analyze what you would like to be in five years time and start setting short- and long term goals.
IT IS A SAD FACT THAT MANY PEOPLE HAVE NO GOALS TO REACH AND A JOB IS JUST HERE TO GET THE MONTHLY PAY CHECK. THEY FEEL SORRY FOR THEMSELF FOR BEING BORN AT THE WRONG TIME AND AT THE WRONG PLACE. THEY DO NOT REALIZE THAT BY THIS ATTITUDE THEY ARE PRECONDITIONING THEM FOR FAILURE. ENTUSIASM IS THE FUEL OF SUCCESS. ENTUSIASM COMES ONLY IF WE KNOW WHERE WE ARE GOING.
OUR VISION AND GOALS MUST EXCITE US.
Analyze your attitude toward many things. Do you have the right attitude or do you have to do some attitude changes. Be positive at all times. Do not allow yourself to fall into a negative drift. You have to do this process several times.
Once you know yourself and your situation and your vision of the future then you can start setting achievable goals. Open a special book and call it your "dream" book. Check on it regularly and follow up.
WE MUST KEEP OUR VISION AND GOALS IN CONSTANT FOCUS. DO REGULAR CORRECTION IN THE DIRECTION SO WE DO NOT MISS OUR TARGET.
Remember: WHAT IS ATTITUDE? ATTITUDE IS THE WAY WE SEE THE WORLD. IT IS VERY COMPLEX. IT IS WHAT WE BELIEVE IN. IF WE HAVE THE WRONG BELIEVES ABOUT CERTAIN THINGS WE MIGHT MISS OUT ON GREAT OPPORTUNITIES. WE ACT AS WE BELIEVE.
CHECK:
• So is stealing from the hotel ok? Well yes since everybody is doing it.
• Is coming late to work ok? Yes everybody is sometimes a bit late.
• Do you have to meet dead lines? Sometimes we are busy and we cannot make it.
The above are just 3 samples of an attitude. Of course they are all wrong. If you want a better world then you have to change with yourself first. It does not make wrong right even everybody is doing it. You also have to positively influence others to change. FIRST CORRECT YOUR ATTITUDE AND THEN MAKE OTHERS TO CHANGE TOO BY YOU BEING THE GOOD EXAMPLE.
The one who lies is always wrong there is no justification. Good leaders do not need to lie; they can and are willing to take responsibility for their actions. We all are making occasional some mistakes. We do not need to be ashamed about it. We do not need to cover up. We take responsibility accept the consequents and we do not repeat the same mistakes again. That is the way we learn.
Good results are a matter of taking the right choices. Taking the right choices is a matter of experience and often experience is a matter of wrong choices. Everybody has to learn, nobody is born with any experience. All have to start.
But there is a person who learns from their experience and do not repeat the same negative experience and then there are those who forget and repeat the same mistake over and over again.
REMEMBER:
“THE MEDIOCRE TEACHER TELLS. THE GOOD TEACHER EXPLAINS. THE SUPERIOR TEACHER DEMONSTRATES. THE GREAT TEACHER INSPIRES”. WILLIAM ARTHUR WARD.
2. IT IS A LIFE LONG LEARNING
In 1840 if a man graduated as a doctor he was set for a life time. If today a man or woman graduates as a doctor and he does not educate himself further within just five years he would be obsolete. He would not be able to practice medicine since most things have changed.
If a young person graduates on a hotel school with a Diploma in Hotel Management then this knowledge is just good to enter the business. If the person does not keep on learning and expanding his knowledge he would make himself redundant in a very short time. By now, I believe everybody has realized that it's a life long learning. We are here on this world in a "life long" school. It is not only technical knowledge we have to learn but also of how to be a good person. How to help others. How not to fall into the treat of gossiping. How to motivate others positively. How to influence others to do better. So the learning does not stop. The last life's lesson is to die. For some it is more complicated than for others. We should have an urge to know more. We should read good books. Educate yourself by reading the right books.
One says that by learning another language you are learning to be another man. English is today the Global language. Everybody is learning English and every man can talk to another man regardless where they come from. World peace would not be so far to reach if everybody could communicate with each other. By not mastering English you will remain in the "Middle Age or Mad Evil place".
People who master the English language can read books long before they are translated and published in Indonesian language. People who speak English well can get better jobs in better companies. Choose what you should learn and dream your vision of your life.
"ALL THAT MAN ACHIEVES AND ALL THAT HE DOES NOT ACHIEVES IS A DIRECT OF HIS OWN THOUGHT"
"If you cannot see it in your mind you cannot do it".
3. THE INTERNET IS THE FUTURE
We want to be an industry leader. We have to be a head of our competitors and be better. Some people still think that technology is supporting us in our business but today technology is DRIVING US. The guest wants to have the latest internet access in the guest rooms. They are loosing the temper if the access is slow. Broadband is a must to have. Some people say that in Indonesia we do not need to rush since it is know that Indonesia is many years behind. But it does not mean that in the future the country will be behind. The change is fast.
So let's not miss the train. During our training we learned a lot ABOUT new websites and about publishing. Distribution system. So let's learn about it and apply. To promote our hotels on the internet is much more cost efficient than through any other media.
We need to learn more. OUR GOAL: OUR SALES STAFF WILL DO EVERY DAY 20 SALES CALLS ON THE NET INSTEAD 5 PHYSICAL CALLS BY CAR AND DRIVER. WE WANT TO GET A SYSTEM FOR NETWORK SALES. ALL OUR SPECIAL OFFERS ARE AVAILABLE ON THE INTERNET.IT IS MY PERSONAL GOAL THAT THIS SYSTEM IS WORKING BEFORE THE END OF 2005.
“YOUR FUTURE DEPENDS ON MANY THINGS, BUT MOSTLY ON YOU”. FRANK TYGER
4. THE INTERNET IS DRIVING US
You have not seen anything yet. What we have today on the internet will be considered tomorrow as very primitive.
So understand we have to go with the speed the new inventions are coming us. So let's move. It’s either be on board or left behind. WE HAVE TO BECOME A DIGITAL COMPANY!
THINK IF YOU CANNOT HANDLE THE INTERNET YOU MIGHT NOT HAVE A JOB TOMORROW. BUT IF YOU KNOW HOW TO PUBLISH OUR NEWS SO THAT 26.000 NEWS REPORTERS CAN READ THE STORRY YOU WILL BECOME FAMOUS AND THERE WILL BE A L.OT OF JOB OPPORTUNITIES FOR YOU. SO TRY TO BE FIRST.
THERE COMES A TIME FOR SOME OF US WHEN SECOND BEST IS JUST NOT GOOD ENOUGH. WE MUST BE OBSESSED TO WIN. WINNING IS OUR OBSESSION.
5. OUR INTRANETS: "WHERE IS YOUR CONTRIBUTION AND PARTICIPATION?
Again for good communication we need your participation and help. Choice Hotels is not very much known in Asia. But our Public Relation department needs a lot of stories. Sales to day is story telling. People like to hear stories. A good salesman is a good story teller. A good GM is a good story teller to the gusts and the employees. As any skill requires practice so story telling requires practice too. What is news today? "Meezy the Hotel cat had kittens right in the lobby and she was assisted by the Berline Medical Center's chief surgeon Dr. Professor Maier, who stayed in our Hotel on Holiday." This is news, humanity and it might be picked up by some newspaper. On the intranet is teaching other hotel employees that animal stories are stories people like to hear. It also teaches employees to be nice to animals. We live on the same planet together. To forward stories to the head office through our intranets so all members can read at the same time.
We had Polls but lately the participation has become very poor. As Intranet administrator I can see who gave the vote. So I think it is time to start a record on who is actively contributing on the intranets. Those who participate on all subjects will get some high points and will be invited for special meetings. Especially if we want to have a task force to explore the right changes we have to make in order to perform better than our competition in the future. Non communicators will not have a chance to be invited. Also we are setting up a payment scheme for making good suggestions also we pay for a story.
“IF A MAN WOULD MOVE THE WORLD, HE MUST FIRST MOVE HIMSELF”. SOCRATES
We shall pay as follows:
• Publishing a story of 300 words, we pay Rp. 100.000
• Publishing a story with a picture, we pay Rp. 150.000
• For sending a picture of a newly born Choice hotelier we pay Rp. 50.000
• For sending in a new idea, we pay Rp 50.000 and if we apply the idea, we shall pay from Rp. 50.000 to Rp. 1.000.000.
• We shall also send gift vouchers for a good input.
• For publishing a flyer we shall pay Rp. 50.000
and with 100 words of explanation, we pay Rp. 100.000
WELL, I READ ONCE: "WHAT GET'S PAYED GET'S DONE". LET' S SEE WHAT'S THE TRUTH OF IT.
7. TO IMPROVE THE WORLD STARTS WITH YOU.
I like the story of the English Priest who wanted to change the world and when he was lying on his death bed he realized that he did not change the world at all. Below that's how the story goes.
These words are written on the tomb of an Anglican Bishop who was buried in the crypts of the Westminster Abbey in A.D. 1100.
When I was young and free and my imagination had no limits, I dreamed of changing the world. As I grew older and wiser, I discovered that the world would not change. So I shorted my sight somewhat and decided to change only my country. But, it too seemed immovable, As I grew into my twilight years, in one last desperate attempt I settled for changing only my family, those closest to me. But, alas, they would not have any of it. And now, as I lie on my deathbed, I suddenly realize: If I had only changed myself first. Then by example, I might have changed my family. From their inspiration and encouragement I would then have been able to better my country, and who knows, I may have even changed the world.
In our General Manager's education we teach ethics. To do our business in an ethical way is a must. honesty is the basic in any relationship. Do not cheat or lie is equal essential all the time. If Indonesia got the crown as King of Corruption then do not just blame the Government. Understand the big and small picture. The Macro and the Micro. Corruption begins in the Family, in the work place. Corruption has many faces. It is not just paying money.
It also can be to give favors.
In work it starts with: 1. Deviation from standards; 2. followed by corruption and next by crime.
1. NOT ONLY YOU NEED KNOWLEDGE, YOU ALSO HAVE TO CHANGE YOUR ATTITUDE
“IF YOU DON'T LIKE SOMETHING, CHANGE IT. IF YOU CAN'T CHANGE IT, CHANGE YOUR ATTITUDE. DON'T COMPLAIN”. MAYA ANGELOU
When I say now in the new area that has begun we have to change. From financial crises to political crises to today's HRD crises. During the financial crises nobody could give us new hotels. Now in the economic up swing people are giving us business. We increased the number of hotels by 100% over the year 2003. From 10 Hotels to 20 Hotels. We have not yet found the General Managers and we have not found the Financial Controllers and the Chief Accountants.
Therefore, our HRD Department has to work twice as fast. Finding suitable talent, give them the test and let them come to present it to us. We shall then ask a lot of questios and do counter check and get to know the applicant better. Then we have to check references. If the candidate has negative references we shall not hire him.
WE CANNOT FAIL BY HIRING THE WRONG GUY. TO BE SUCCESSFUL WE MUST HAVE A LOT OF CANDIDATES. ALSO FOR ACCOUNTING. WE LIKE TO PROMOTE FROM WITHIN THE COMPANY BUT IF IT S NOT POSSIBLE THEN WE SHALL TAKE OUTSIDERS. THE CHALLENGE FOR BETTERMENT IS NOT ONLY AT THE HEAD OFFICE.
In the past we lost business because we could not provide the staff. This should never happen again, never again. The challenge is also in all the hotels. Potential clients are often visit hotels and then the service they are getting will be the measurement of as good Choice Hotels Indonesia is. We lost deals because of dirty toilettes, bitter coffee. dirty room. Please note: How the hotels are looking is a key for success. So you are part of our success.
We want to charge more for our technical service. That means guests must be impressed with our service and our associate. A reservation not well handled or not followed up can contribute that the clients will select another hotel chain. Bath towels not changed or not replaced might up set an owner so much that he does not want to give the business to us. If a letter has spelling mistakes then the GM might loose credibility. Potential owners will rather take a management company that has competent GMs. Do not forget it's the detail that makes all the difference.
“THE DIFFERENCE BETWEEN A GOOD DAY AND A BAD ON MOST DAYS IS YOUR ATTITUDE”. DENNIS GASKILL
The occupancy and the average rate matters. Do we deliver the business we have promised?
Do we do enough sales calls? Is our hotel well known? The better occupancy we can achieve the more confident potential owners have that we can deliver what we have promised.
The hotels should train and develop employees to become department heads. Train department heads to become assistant to the GM. So in time they can be taken for as a GM candidate. In Hotels where the GM does not believe in training the staff is not a good manager and I do not think that he would have a future with us.
“THE TEACHER IS LIKE THE CANDLE WHICH LIGHTS OTHERS IN CONSUMING ITSELF”. RUFFINI 1807 TO 1881
So far only the Quality Hotel Yogyakarta produced the talents for the General Manager’s position. Also the Quality Jakarta produced one executive. Now we have to hire outsiders. Please hire a number two so we have in-house produced General Managers. At least people who have been working for us are less a risk to the company then outsiders. We cannot afford to place the wrong person into a General Manager’s position. A so called "fuck -up" will make as loose the Hotel. It takes a great effort and high expenses to get a Hotel. During the past few years a new hotel cost us about Rp. 80.000.000. This is a big investment and therefore we cannot afford to loose the Hotel again.
As you know we pay finders fee also to employees of the Hotels for any successful introduction. Also the question of who are you? Are you an independent free worker? OR are you working for the owners of the Hotel? Or are you working at the moment for Choice Hotels? Or are you "Choice Hotels Indonesia"? It would make us very happy if you would think that you are Choice Hotels Indonesia. Remember the virtual compass that will always point to the true north respectively to Choice Hotels Indonesia. YOU ARE CHOICE HOTELS INDONESIA. We understand this is a very difficult question but it is very simple to answer.
YOU ARE CHOICE HOTELS INDONESIA. It pays to be loyal. When owner criticize Choice then you have to say: “I am listening to your view point but being Choice Hotels Indonesia I cannot agree with you." This would be a positive behavior in a difficult situation. This makes the different between the "boy and a man" or a "girl and a women." To stand up for what you believe in and step up for any challenge that might arise.
STEP UP TO BRILLIANCE.
“LEARN AS IF YOU WERE GOING TO LIVE FOREVER. LIVE AS IF YOU WERE GOING TO DIE TOMORROW.” UNKNOWN
“THE GOLDEN RULE IS TO ACT FEARLESS UPON WHAT ONE BELIEVES TO BE RIGHT.” M. GANDHI
AND REMEMBER:
“THE MAN WHO FOLLOWS THE CROWD WILL USUALLY GET NO FURTHER THAN THE CROWED. THE MAN WHO WALKS ALONE IS LIKELY TO FIND HIMSELF IN PLACES NO ONE HAS EVER BEEN.” ALAN ASHLEY- PITT
“IF YOU SPEND YOUR WHOLE LIFE WAITING FOR THE STORM, YOU'LL NEVER ENJOY THE SUNSHINE.” MORRIS WEST
WORDS TO FORGET
“I shall try”, “I am trying” these are words that are without commitment. It is more impressing if we say. “Yes I can” or “Yes I SHALL DO IT” AND IT WILL BE DELIVER AS AGREED WITHOUT FAIL and then get what it takes and DO IT.
PEOPLE WHO ONLY TRY ARE NOT COMITTED. SO NEVER SAY:”YES, I SHALL TRY" THAT MEANS “SORRY, BUT YOU KNOW I AM JUST "HALF A MANAGER" OR “A LAST MINUTE MANAGER” OR “A PROCRASTINATOR”, TOTALLY UNRELIABLE.
Finally the last but not least point I want to make is:
WORKING TOGETHER AS ONE TEAM. WE ALL ARE CHOICE HOTELS REGARDLESS WHETHER YOU ARE A DIRECTOR OF SALES IN A HOTEL OR GENERAL MANAGER OR A DEPARTMENT HEAD AT THE HEAD OFFICE IN JAKARTA. STEPPING UP MEANS THAT WE ALL DO THE EFFORT TO BE BETTER TEAM PLAYERS AND BETTER COLLEGUES.
TO STEP UP AND MEET THE CHALLANGE REQUIRES THAT WE ALL DO OUR WORK FASTER AND OUR WORKLOAD WILL BE MUCH LIGHTER.
WHAT DO WE EXPECT FROM ALL?
1. All enquires are answered within 12 hours.
2. Advertising is paid up front at least 7 days before publishing. Remember we cannot be the banker.
3. Choice should be "top priority" when it comes to payment.
4. Yearly update for Reservation system to be sent in on time. Not answering on time will result that the same rate as the year before are sold.
5. People respect each other, requests are followed up by the GM and he will make sure that any request is not with held more than one day.
6. Different opinions are discussed without showing emotions. It is not a question who is right and who is wrong but what is best for all. So we do not just ignore each other.
7. All executives keep practicing the use of the virtual compass.
8. Every year the GM selects the students who shall attend a Choice Training program. Training is a priority.
9. Choice has hired you and given you the position as a GM. So you should ask what I can do for Choice and not what Choice can do for you.
10. You will go out all the way to promote not only the Brand Quality or Comfort but also the Brand of "Choice Hotels Indonesia".
11. Channel General Information to Choice Hotels Indonesia at least once a month so the PR will be busy every month by publishing news.
12. Avoid procrastination with items you do not like to do.
13. Have regular dialog with your Choice Officer.
14. Follow the advice of the regional VP. Job description will be sent soon.
If there are more points you want to add to this list, and then please contact us.
Any Comments or Inputs are welcome
During our short Conference we had a lot of information drawn at you and I understand that it might have been too much for some of you to understand. For the benefit of all here I give a write up in "KISS" format.
IT IS EMINENTLY IMPORTANT THAT YOU AND YOUR ASSOCIATES DO UNDERSTAND THE URGENCY OF OUR INTENTIONS AND ACT ACCORDINGLY.
The (10) ten points you must understand remember and apply. They might change your life.
1. The need for change in our behavior, attitude and mind set according to the change in business environment.
2. It's a life long learning.
3. The Internet is the future, we want to be an Industry leader and therefore we have to be a head of any competitor.
4. Technology is not just supporting our efforts for betterment. IT DRIVES US. Come on board or be left behind.
5. Our Intranets, The key is participation and contribute.
Step up. The future is for great communicators only.
6. Other small advice "You must want".
7. To improve the world starts with you.
8. Not only do you need more knowledge but you also need to change your attitude.
9. We do as we believe.
10. We see what we believe we see.
Below I like to explain each point in detail:
1. THE NEED FOR CHANGE IN OUR BEHAVIOUR
Today, we face circumstances we have never experienced before. In Indonesia and in Asia in general up to 1995 there was a sustained grows. One could think that recession, people loosing jobs was something that might happen in Europe and USA but not in Asia. Then it started with the crash of the Rupiah, The financial crises, followed by the political crises. 15 Million Indonesian lost their jobs and the Rupiah devaluated by 500%, 200 private banks had to close. Since then it all changed, from stable to unstable. Asia joined the rest of the world. From Life long employment to jobless. Asian needed to adjust. Nobody could take their job for granted. Change in ownership followed in change in management and everything what was taken for permanent disappeared.
This was perhaps the first shock Asians needed to understand. The affects of Globalization came also to the shores of Indonesia. The competitive entrepreneur will win. But success is just temporary. It does not last if we do not renew it over and over again. Competitors are also getting better and better that is why we cannot rest on past success and great jobs done no but we have to prove it again and again. THE TUFF TRUTH IS THAT WE ARE JUST AS GOOD AS OUR LAST JOB AND ALL THE PREVIOUS SUCCESS DOES NOT COUNT ANY LONGER. The good thing is that past failure does not count either. So everybody can be champion of the day.
This is the main reason why I say we are like racing driver. In Formula one racing Schumacher has been 5 times world champion and he can just loose it. Then he was world champion for 5 times but HE IS NO LONGER the world champion. So for him it is stay in the race and keeps winning or get out. In business the rules are not as tuff as in car racing but they are similar. IT IS SUCCESS OR FAILURE and nothing in between. You do a brilliant job or it is such satisfactory. Just a good job is not good enough. Our guests and clients are expecting us to do a good job. A "good job" is the minimum that is expected. So if we want to be better than average we have to do a brilliant job. Only then the outcome can be regarded as fantastic. So we have to step up to be brilliant. This requires hard work.
It starts with good Introspection. You do a SWAT analyses on the product "YOU". To know yourself by what you are doing. Personal SWAT is done in the way you do business SWAT. Best you stand in front of the mirror and ask yourself about what is your strength and what are your weaknesses and I am sure you will not lie to yourself. What are your opportunities and treats? Try to analyze what you would like to be in five years time and start setting short- and long term goals.
IT IS A SAD FACT THAT MANY PEOPLE HAVE NO GOALS TO REACH AND A JOB IS JUST HERE TO GET THE MONTHLY PAY CHECK. THEY FEEL SORRY FOR THEMSELF FOR BEING BORN AT THE WRONG TIME AND AT THE WRONG PLACE. THEY DO NOT REALIZE THAT BY THIS ATTITUDE THEY ARE PRECONDITIONING THEM FOR FAILURE. ENTUSIASM IS THE FUEL OF SUCCESS. ENTUSIASM COMES ONLY IF WE KNOW WHERE WE ARE GOING.
OUR VISION AND GOALS MUST EXCITE US.
Analyze your attitude toward many things. Do you have the right attitude or do you have to do some attitude changes. Be positive at all times. Do not allow yourself to fall into a negative drift. You have to do this process several times.
Once you know yourself and your situation and your vision of the future then you can start setting achievable goals. Open a special book and call it your "dream" book. Check on it regularly and follow up.
WE MUST KEEP OUR VISION AND GOALS IN CONSTANT FOCUS. DO REGULAR CORRECTION IN THE DIRECTION SO WE DO NOT MISS OUR TARGET.
Remember: WHAT IS ATTITUDE? ATTITUDE IS THE WAY WE SEE THE WORLD. IT IS VERY COMPLEX. IT IS WHAT WE BELIEVE IN. IF WE HAVE THE WRONG BELIEVES ABOUT CERTAIN THINGS WE MIGHT MISS OUT ON GREAT OPPORTUNITIES. WE ACT AS WE BELIEVE.
CHECK:
• So is stealing from the hotel ok? Well yes since everybody is doing it.
• Is coming late to work ok? Yes everybody is sometimes a bit late.
• Do you have to meet dead lines? Sometimes we are busy and we cannot make it.
The above are just 3 samples of an attitude. Of course they are all wrong. If you want a better world then you have to change with yourself first. It does not make wrong right even everybody is doing it. You also have to positively influence others to change. FIRST CORRECT YOUR ATTITUDE AND THEN MAKE OTHERS TO CHANGE TOO BY YOU BEING THE GOOD EXAMPLE.
The one who lies is always wrong there is no justification. Good leaders do not need to lie; they can and are willing to take responsibility for their actions. We all are making occasional some mistakes. We do not need to be ashamed about it. We do not need to cover up. We take responsibility accept the consequents and we do not repeat the same mistakes again. That is the way we learn.
Good results are a matter of taking the right choices. Taking the right choices is a matter of experience and often experience is a matter of wrong choices. Everybody has to learn, nobody is born with any experience. All have to start.
But there is a person who learns from their experience and do not repeat the same negative experience and then there are those who forget and repeat the same mistake over and over again.
REMEMBER:
“THE MEDIOCRE TEACHER TELLS. THE GOOD TEACHER EXPLAINS. THE SUPERIOR TEACHER DEMONSTRATES. THE GREAT TEACHER INSPIRES”. WILLIAM ARTHUR WARD.
2. IT IS A LIFE LONG LEARNING
In 1840 if a man graduated as a doctor he was set for a life time. If today a man or woman graduates as a doctor and he does not educate himself further within just five years he would be obsolete. He would not be able to practice medicine since most things have changed.
If a young person graduates on a hotel school with a Diploma in Hotel Management then this knowledge is just good to enter the business. If the person does not keep on learning and expanding his knowledge he would make himself redundant in a very short time. By now, I believe everybody has realized that it's a life long learning. We are here on this world in a "life long" school. It is not only technical knowledge we have to learn but also of how to be a good person. How to help others. How not to fall into the treat of gossiping. How to motivate others positively. How to influence others to do better. So the learning does not stop. The last life's lesson is to die. For some it is more complicated than for others. We should have an urge to know more. We should read good books. Educate yourself by reading the right books.
One says that by learning another language you are learning to be another man. English is today the Global language. Everybody is learning English and every man can talk to another man regardless where they come from. World peace would not be so far to reach if everybody could communicate with each other. By not mastering English you will remain in the "Middle Age or Mad Evil place".
People who master the English language can read books long before they are translated and published in Indonesian language. People who speak English well can get better jobs in better companies. Choose what you should learn and dream your vision of your life.
"ALL THAT MAN ACHIEVES AND ALL THAT HE DOES NOT ACHIEVES IS A DIRECT OF HIS OWN THOUGHT"
"If you cannot see it in your mind you cannot do it".
3. THE INTERNET IS THE FUTURE
We want to be an industry leader. We have to be a head of our competitors and be better. Some people still think that technology is supporting us in our business but today technology is DRIVING US. The guest wants to have the latest internet access in the guest rooms. They are loosing the temper if the access is slow. Broadband is a must to have. Some people say that in Indonesia we do not need to rush since it is know that Indonesia is many years behind. But it does not mean that in the future the country will be behind. The change is fast.
So let's not miss the train. During our training we learned a lot ABOUT new websites and about publishing. Distribution system. So let's learn about it and apply. To promote our hotels on the internet is much more cost efficient than through any other media.
We need to learn more. OUR GOAL: OUR SALES STAFF WILL DO EVERY DAY 20 SALES CALLS ON THE NET INSTEAD 5 PHYSICAL CALLS BY CAR AND DRIVER. WE WANT TO GET A SYSTEM FOR NETWORK SALES. ALL OUR SPECIAL OFFERS ARE AVAILABLE ON THE INTERNET.IT IS MY PERSONAL GOAL THAT THIS SYSTEM IS WORKING BEFORE THE END OF 2005.
“YOUR FUTURE DEPENDS ON MANY THINGS, BUT MOSTLY ON YOU”. FRANK TYGER
4. THE INTERNET IS DRIVING US
You have not seen anything yet. What we have today on the internet will be considered tomorrow as very primitive.
So understand we have to go with the speed the new inventions are coming us. So let's move. It’s either be on board or left behind. WE HAVE TO BECOME A DIGITAL COMPANY!
THINK IF YOU CANNOT HANDLE THE INTERNET YOU MIGHT NOT HAVE A JOB TOMORROW. BUT IF YOU KNOW HOW TO PUBLISH OUR NEWS SO THAT 26.000 NEWS REPORTERS CAN READ THE STORRY YOU WILL BECOME FAMOUS AND THERE WILL BE A L.OT OF JOB OPPORTUNITIES FOR YOU. SO TRY TO BE FIRST.
THERE COMES A TIME FOR SOME OF US WHEN SECOND BEST IS JUST NOT GOOD ENOUGH. WE MUST BE OBSESSED TO WIN. WINNING IS OUR OBSESSION.
5. OUR INTRANETS: "WHERE IS YOUR CONTRIBUTION AND PARTICIPATION?
Again for good communication we need your participation and help. Choice Hotels is not very much known in Asia. But our Public Relation department needs a lot of stories. Sales to day is story telling. People like to hear stories. A good salesman is a good story teller. A good GM is a good story teller to the gusts and the employees. As any skill requires practice so story telling requires practice too. What is news today? "Meezy the Hotel cat had kittens right in the lobby and she was assisted by the Berline Medical Center's chief surgeon Dr. Professor Maier, who stayed in our Hotel on Holiday." This is news, humanity and it might be picked up by some newspaper. On the intranet is teaching other hotel employees that animal stories are stories people like to hear. It also teaches employees to be nice to animals. We live on the same planet together. To forward stories to the head office through our intranets so all members can read at the same time.
We had Polls but lately the participation has become very poor. As Intranet administrator I can see who gave the vote. So I think it is time to start a record on who is actively contributing on the intranets. Those who participate on all subjects will get some high points and will be invited for special meetings. Especially if we want to have a task force to explore the right changes we have to make in order to perform better than our competition in the future. Non communicators will not have a chance to be invited. Also we are setting up a payment scheme for making good suggestions also we pay for a story.
“IF A MAN WOULD MOVE THE WORLD, HE MUST FIRST MOVE HIMSELF”. SOCRATES
We shall pay as follows:
• Publishing a story of 300 words, we pay Rp. 100.000
• Publishing a story with a picture, we pay Rp. 150.000
• For sending a picture of a newly born Choice hotelier we pay Rp. 50.000
• For sending in a new idea, we pay Rp 50.000 and if we apply the idea, we shall pay from Rp. 50.000 to Rp. 1.000.000.
• We shall also send gift vouchers for a good input.
• For publishing a flyer we shall pay Rp. 50.000
and with 100 words of explanation, we pay Rp. 100.000
WELL, I READ ONCE: "WHAT GET'S PAYED GET'S DONE". LET' S SEE WHAT'S THE TRUTH OF IT.
7. TO IMPROVE THE WORLD STARTS WITH YOU.
I like the story of the English Priest who wanted to change the world and when he was lying on his death bed he realized that he did not change the world at all. Below that's how the story goes.
These words are written on the tomb of an Anglican Bishop who was buried in the crypts of the Westminster Abbey in A.D. 1100.
When I was young and free and my imagination had no limits, I dreamed of changing the world. As I grew older and wiser, I discovered that the world would not change. So I shorted my sight somewhat and decided to change only my country. But, it too seemed immovable, As I grew into my twilight years, in one last desperate attempt I settled for changing only my family, those closest to me. But, alas, they would not have any of it. And now, as I lie on my deathbed, I suddenly realize: If I had only changed myself first. Then by example, I might have changed my family. From their inspiration and encouragement I would then have been able to better my country, and who knows, I may have even changed the world.
In our General Manager's education we teach ethics. To do our business in an ethical way is a must. honesty is the basic in any relationship. Do not cheat or lie is equal essential all the time. If Indonesia got the crown as King of Corruption then do not just blame the Government. Understand the big and small picture. The Macro and the Micro. Corruption begins in the Family, in the work place. Corruption has many faces. It is not just paying money.
It also can be to give favors.
In work it starts with: 1. Deviation from standards; 2. followed by corruption and next by crime.
1. NOT ONLY YOU NEED KNOWLEDGE, YOU ALSO HAVE TO CHANGE YOUR ATTITUDE
“IF YOU DON'T LIKE SOMETHING, CHANGE IT. IF YOU CAN'T CHANGE IT, CHANGE YOUR ATTITUDE. DON'T COMPLAIN”. MAYA ANGELOU
When I say now in the new area that has begun we have to change. From financial crises to political crises to today's HRD crises. During the financial crises nobody could give us new hotels. Now in the economic up swing people are giving us business. We increased the number of hotels by 100% over the year 2003. From 10 Hotels to 20 Hotels. We have not yet found the General Managers and we have not found the Financial Controllers and the Chief Accountants.
Therefore, our HRD Department has to work twice as fast. Finding suitable talent, give them the test and let them come to present it to us. We shall then ask a lot of questios and do counter check and get to know the applicant better. Then we have to check references. If the candidate has negative references we shall not hire him.
WE CANNOT FAIL BY HIRING THE WRONG GUY. TO BE SUCCESSFUL WE MUST HAVE A LOT OF CANDIDATES. ALSO FOR ACCOUNTING. WE LIKE TO PROMOTE FROM WITHIN THE COMPANY BUT IF IT S NOT POSSIBLE THEN WE SHALL TAKE OUTSIDERS. THE CHALLENGE FOR BETTERMENT IS NOT ONLY AT THE HEAD OFFICE.
In the past we lost business because we could not provide the staff. This should never happen again, never again. The challenge is also in all the hotels. Potential clients are often visit hotels and then the service they are getting will be the measurement of as good Choice Hotels Indonesia is. We lost deals because of dirty toilettes, bitter coffee. dirty room. Please note: How the hotels are looking is a key for success. So you are part of our success.
We want to charge more for our technical service. That means guests must be impressed with our service and our associate. A reservation not well handled or not followed up can contribute that the clients will select another hotel chain. Bath towels not changed or not replaced might up set an owner so much that he does not want to give the business to us. If a letter has spelling mistakes then the GM might loose credibility. Potential owners will rather take a management company that has competent GMs. Do not forget it's the detail that makes all the difference.
“THE DIFFERENCE BETWEEN A GOOD DAY AND A BAD ON MOST DAYS IS YOUR ATTITUDE”. DENNIS GASKILL
The occupancy and the average rate matters. Do we deliver the business we have promised?
Do we do enough sales calls? Is our hotel well known? The better occupancy we can achieve the more confident potential owners have that we can deliver what we have promised.
The hotels should train and develop employees to become department heads. Train department heads to become assistant to the GM. So in time they can be taken for as a GM candidate. In Hotels where the GM does not believe in training the staff is not a good manager and I do not think that he would have a future with us.
“THE TEACHER IS LIKE THE CANDLE WHICH LIGHTS OTHERS IN CONSUMING ITSELF”. RUFFINI 1807 TO 1881
So far only the Quality Hotel Yogyakarta produced the talents for the General Manager’s position. Also the Quality Jakarta produced one executive. Now we have to hire outsiders. Please hire a number two so we have in-house produced General Managers. At least people who have been working for us are less a risk to the company then outsiders. We cannot afford to place the wrong person into a General Manager’s position. A so called "fuck -up" will make as loose the Hotel. It takes a great effort and high expenses to get a Hotel. During the past few years a new hotel cost us about Rp. 80.000.000. This is a big investment and therefore we cannot afford to loose the Hotel again.
As you know we pay finders fee also to employees of the Hotels for any successful introduction. Also the question of who are you? Are you an independent free worker? OR are you working for the owners of the Hotel? Or are you working at the moment for Choice Hotels? Or are you "Choice Hotels Indonesia"? It would make us very happy if you would think that you are Choice Hotels Indonesia. Remember the virtual compass that will always point to the true north respectively to Choice Hotels Indonesia. YOU ARE CHOICE HOTELS INDONESIA. We understand this is a very difficult question but it is very simple to answer.
YOU ARE CHOICE HOTELS INDONESIA. It pays to be loyal. When owner criticize Choice then you have to say: “I am listening to your view point but being Choice Hotels Indonesia I cannot agree with you." This would be a positive behavior in a difficult situation. This makes the different between the "boy and a man" or a "girl and a women." To stand up for what you believe in and step up for any challenge that might arise.
STEP UP TO BRILLIANCE.
“LEARN AS IF YOU WERE GOING TO LIVE FOREVER. LIVE AS IF YOU WERE GOING TO DIE TOMORROW.” UNKNOWN
“THE GOLDEN RULE IS TO ACT FEARLESS UPON WHAT ONE BELIEVES TO BE RIGHT.” M. GANDHI
AND REMEMBER:
“THE MAN WHO FOLLOWS THE CROWD WILL USUALLY GET NO FURTHER THAN THE CROWED. THE MAN WHO WALKS ALONE IS LIKELY TO FIND HIMSELF IN PLACES NO ONE HAS EVER BEEN.” ALAN ASHLEY- PITT
“IF YOU SPEND YOUR WHOLE LIFE WAITING FOR THE STORM, YOU'LL NEVER ENJOY THE SUNSHINE.” MORRIS WEST
WORDS TO FORGET
“I shall try”, “I am trying” these are words that are without commitment. It is more impressing if we say. “Yes I can” or “Yes I SHALL DO IT” AND IT WILL BE DELIVER AS AGREED WITHOUT FAIL and then get what it takes and DO IT.
PEOPLE WHO ONLY TRY ARE NOT COMITTED. SO NEVER SAY:”YES, I SHALL TRY" THAT MEANS “SORRY, BUT YOU KNOW I AM JUST "HALF A MANAGER" OR “A LAST MINUTE MANAGER” OR “A PROCRASTINATOR”, TOTALLY UNRELIABLE.
Finally the last but not least point I want to make is:
WORKING TOGETHER AS ONE TEAM. WE ALL ARE CHOICE HOTELS REGARDLESS WHETHER YOU ARE A DIRECTOR OF SALES IN A HOTEL OR GENERAL MANAGER OR A DEPARTMENT HEAD AT THE HEAD OFFICE IN JAKARTA. STEPPING UP MEANS THAT WE ALL DO THE EFFORT TO BE BETTER TEAM PLAYERS AND BETTER COLLEGUES.
TO STEP UP AND MEET THE CHALLANGE REQUIRES THAT WE ALL DO OUR WORK FASTER AND OUR WORKLOAD WILL BE MUCH LIGHTER.
WHAT DO WE EXPECT FROM ALL?
1. All enquires are answered within 12 hours.
2. Advertising is paid up front at least 7 days before publishing. Remember we cannot be the banker.
3. Choice should be "top priority" when it comes to payment.
4. Yearly update for Reservation system to be sent in on time. Not answering on time will result that the same rate as the year before are sold.
5. People respect each other, requests are followed up by the GM and he will make sure that any request is not with held more than one day.
6. Different opinions are discussed without showing emotions. It is not a question who is right and who is wrong but what is best for all. So we do not just ignore each other.
7. All executives keep practicing the use of the virtual compass.
8. Every year the GM selects the students who shall attend a Choice Training program. Training is a priority.
9. Choice has hired you and given you the position as a GM. So you should ask what I can do for Choice and not what Choice can do for you.
10. You will go out all the way to promote not only the Brand Quality or Comfort but also the Brand of "Choice Hotels Indonesia".
11. Channel General Information to Choice Hotels Indonesia at least once a month so the PR will be busy every month by publishing news.
12. Avoid procrastination with items you do not like to do.
13. Have regular dialog with your Choice Officer.
14. Follow the advice of the regional VP. Job description will be sent soon.
If there are more points you want to add to this list, and then please contact us.
Any Comments or Inputs are welcome
