Tuesday, December 26, 2006
THINK about EXTRA CARE
"IT'S THE EXTRA CARE THAT COUNTS."IS OUR MISSION STATEMENT. A MISSION MUST BE LIVED EVERY DAY. IT SHOULD NOT BE FRAMED AND HANGED ON THE WALL BUT PRACTICED EVERY DAY. LET'S START TO PRACTICE OUR MISSION EVERY DAY.
Let's face it today just any hotel can provide a satisfactory standard guest service. Guests pay for our services and therefore they have a right to get a satisfactory service. Today most guests are not dissatisfied with hotel services but they also not fully satisfied. Let's follow the following equation that good standard service plus Extra Care will produce guest delight or "HAPPY GUESTS".ALSO LETS NOT FORGET OUR PURPOSE IS TO MAKE OUR GUESTS HAPPY THAT'S THE REASON AND PURPOSE WHY WE ARE HERE AND WHY WE ALL MUST GO ALL OUT TO TRAIN AND COACH OUR ASSOCIATES TO MAKE THIS DIFFERENCE CLEAR BETWEEN OUR HOTELS AND ALL THE OTHERS.WHAT IS SERVICE?
Let's analyze the composition of good service;
1. System.We must have an operation system that works and is KISS. The speed and the efficiency will depend on this. From check in to check out. From taking order to serving the meal and to deliver the bill.This is the responsibility of the management and to train the employees on the system.FO employees must know all about the hotel services.A waiter must know the menu and its content. Again this is the management that has to train them.Some five star hotels have established a “Guest Service Department” under this goes Housekeeping, Information and Room Service. They man this department with well qualified people who speak several languages. This way they improve the quality of service since the guests can talk to a much more qualified person than a housekeeping Clarke or a room service order taker. The guest service agent can handle any guest problem and needs.
2. StandartsGood service must be consistent. The service procedures and the condiments that go with the dish as well the cutlery used must be clearly stated and management must train the staff so the dish is consistently served in the same way.
3. ConvivalityThis is the difficult part of the service. The smile, the enthusiasm, this is more difficult to teach since it is based on attitude. Under point 1 & 2 is "how to" and this is easy to teach. Attitude and understanding of our trade is more difficult. Therefore we should spend in every briefing every day about 5 Minutes about our Mission. Daily we have to re-enforce the reason and the how of genuine warm, friendly service. To achieve this we have to developed a "COMPANY CULTURE"THAT IS WARM, GENUINE AND FRIENDLY.WE CAN ONLY HAVE ONE STANDART IN A HOTEL AND NOT TWO STANDARTS NAMELY ONE FOR THE GUESTS AND ONE LESS FRIENDLY FOR THE BACK OF HOUSE OR AMONG THE ASSOCIATES.
If we want to have a better service that all our competitors then it can only be different in the way we are communicating with our guests. Whether we are at all times 100% correct in the code of manners and courtesy. At all times we have to demonstrate that we are "LADIES" AND "GENTLEMEN". No doubted, personnel and department heads have a lot to learn and train.
WHERE DOES THE DIFFERENCE START?The difference starts in the way we talk. We must change the way we are presently talking to the guests. There are very specific words to be used. These sentences must be exercised and practiced every day until every associate can say it, not just like reading a script but as it comes natural and from the heart.
1. Telephone operator."IT'S A GREAT DAY AT THE QUALITY HOTEL JAKARTA MY NAME IS DORA HOW CAN I HELP YOU."We have to work out a similar greeting message in bahassa. Close conversation with: "HAVE A AWESOME DAY"FOR ALL:IF ANY GUEST IS ASKING YOU, HOW ARE YOU? JUST SAY: “ AWESOME THANK YOU.”DO NOT SAY WHEN THE GUEST SAID THANK YOU. “YOU’RE WELCOME" BUT SAY “WITH PLEASURE". OR IT'S WITH PLEASURE"DO NOT SAY: "WELL COME BACK" BUT SAY IT'S A PLEASURE TO HAVE YOU BACK". OR "IT'S A PLEASURE TO SEE YOU"Watch our body language. When doing something we should always walk fast. Even we do not have many guests. As we are watching the guests so do they watch us?
The guest can see whether we are more interested to talk to our colleagues or to them.The guests should get the feeling that it is fun to be around you. We have to amaze our guests over and over again with our creativity and implementation of brilliant ideas. IT'S THE EXTRA THOUGHT THAT COUNTS. MEANING WE HAVE TO THINK HARDER.HOW TO IDENTIFY THE EXTRA.I have mentioned just to follow the Golden Rules and put you into the guest’s shoes. Ask yourselves " how would you like to be treated in this situation." Imagine you’re the guest and what would be your “Wow “if you enter the hotel, or the restaurant. If you are a Chef, taste your Pizza, would the taste be a “Wow” or a just “ok”? If the Pizza is good and well flavored I will not need to put Ketchup and Chilly Sauce. Or just taste any of your dishes served how do they taste? So every department should make a meeting and analyze where is the Extra?Submit the list of the Extra to the Head Office by Email to my attention. Then apply it. We shall make spot checks. By April 2007 I want to visit the Hotels and give some Extra Awards to the "Extra Service Champions". The Award will be a trophy or a momentum with a certificate as an "Extra Service Champion" there will also be the "Extra Hotel of the Year"As a price we shall give scholarships away for courses at the Career Development Institute.The Extra Hotel of the year will get 20 scholarships for one career development course. We plan to give full scholarship and 75% 50% 25% scholarships.The Extra is fully measured on the performance of friendly and kindness.
Warm = warm Kind GenuineFriendlyIt is frustrating watching some oft the new waiters who do not even great the guests. In this hotel the Personal Manager is not doing the job. How your employees are performing will go into the GM performance assessment.Can I therefore recommend that you are training your employees for the Extra performance? We shall be watching.Vision of service.We want to create the most amazing service in the world where five star hotels even will try to copy it.MissionPractice the extra mission every day. Have weekly brain storming sessions. Make short movies about Extra Moments.Goals1. Every Department Head knows the mission by heart.2. Produce rapper texts with music and dance step.3. Every employee can do the rapper.
4. Every employee can say the different Extra slogans in English and in Bahasa.5. set up a lock book in every hotel and have every day one extra entry.6. Look for the Extra Champion Hotel.7. Review and set new goals.8. Make a new time table of progress.The Career Development Institute.Part two of my presentations to the employees of hotels in East Indonesia was about making a career rather than just do a job. I told them that they can be much more than they are known. Career planning starts with a career vision. Everybody have to have a vision of what they want to achieve in life. 95% of all our employees do not have a clear vision. For example a waiter his only hope is that perhaps in 10 years he will be a captain and may be after become an Assistant Head Waiter. The imagination does not go further. I told them that they must set their goals higher. If they believe it and are willing to work and LEARN hard they can become a General Manager. Once the vision is clear what they want to achieve then they should set a time frame until they want to achieve this goal.Their Mission should be:"Every day improve my vocational skill and knowledge, learn about the Industry and plan my career steps. Learn English every day to achieve good communication skill. Practice kindness, courtesy to all people I am dealing and living with. Help others to reach their potential"Especially in setting career goals GM and Department heads should play an active role and encourage employees to invest into themselves. This can be done during daily briefings and departmental gatherings.We must have in every hotel some voluntary career coaches. Who will advise associates on how to make a career? What needs to be learned first? WE MUST BECOME A “LEARNING ORGANIZATION”For school leavers suggest to take a one year program.For associates who are already several years experience we should advise on some special course for advancement.1. To become a supervisor.We have a supervisor course. That are teaching leadership. How to communicate. How to set achievement goals for small groups. How to train. How to train skills.How to motivate. Crises management.Food and Beverage Management course.Making F&B concept. Get clear pictures what is food and beverages. How to calculate sales prices. How to organize.Understanding Accounting For all positions who want to understand the accounting better. Understand and interpret ate the profit and loss statement. How to monitor profit.For all f&b staff and dep. heads we have a basic f&b course. Important subject like save food and beverage service. Food merchandising. Basic f&b calculations.Public Relation CourseHow to organize press conference. What is PR. What to do with information. What is a good public relation officer? What about appearance. Organize events. Bar course, Cocktail mixing. Serving and making exciting drinks. Wine appreciation. What wine with which food?Cooking and carving in front of the guests.Advanced service course for future headwaiters.The Internet is the future. Learn how to explore the Internet.Sales and Marketing on the internet.Kitchen administration course. Use a laptop for your kitchen administration.For executive chefs and souse chefs.Leadership course How to become a great leader and coach.How to influence people to follow our idea and perform better.
BETTER AND SMARTER CAREER DEVELOPMENT.How to plan and peruse a career How to visualize our future.How to analyze our unique abilityCareer researchWriting good introduction lettersMaking good picturesHow to prepare impressive CVExercise the job interviewHow to answer questionsBody languageHow to ask good questionsGood identity tests "who are you" How long you should work in one place.Timing.Fair Food and Beverage priceingLearn how to calculate Menu and Beverage prices.How to use the Internet for your profession and career.Understand the future.A step by step course of how to benefit from using the Internet.These are some courses we can provide. So GM please start working on it. The better your employees are educated and trained will reflect at the end on your performance. So please step up and start to support our efforts to raise the standard the level of service. As by now you can see it is not just a matter of cost but attitude.
A GOOD LEADER CAN INFLUENCE HIS ASSOCIATES TO PERFORM BETTER IT IS NOT ONLY HOW MUCH PROFIT YOU CAN MAKE BUT ALSO HOW GOOD YOUR SERVICE, BOTH ARE IMPORTANT. WITH BETTER TRAINED ASSOCIATES IT WILL ALSO BE POSSIBLE TO PRODUCE BETTER FINANCIAL RESULTS. PEOPLE WITH GOOD EDUCATION UNDERSTAND BETTER WHAT WE WANT TO ACHIEVE AND CAN DELIVER BETTER RESULTS.
Any Comments or Inputs are welcome
Let's face it today just any hotel can provide a satisfactory standard guest service. Guests pay for our services and therefore they have a right to get a satisfactory service. Today most guests are not dissatisfied with hotel services but they also not fully satisfied. Let's follow the following equation that good standard service plus Extra Care will produce guest delight or "HAPPY GUESTS".ALSO LETS NOT FORGET OUR PURPOSE IS TO MAKE OUR GUESTS HAPPY THAT'S THE REASON AND PURPOSE WHY WE ARE HERE AND WHY WE ALL MUST GO ALL OUT TO TRAIN AND COACH OUR ASSOCIATES TO MAKE THIS DIFFERENCE CLEAR BETWEEN OUR HOTELS AND ALL THE OTHERS.WHAT IS SERVICE?
Let's analyze the composition of good service;
1. System.We must have an operation system that works and is KISS. The speed and the efficiency will depend on this. From check in to check out. From taking order to serving the meal and to deliver the bill.This is the responsibility of the management and to train the employees on the system.FO employees must know all about the hotel services.A waiter must know the menu and its content. Again this is the management that has to train them.Some five star hotels have established a “Guest Service Department” under this goes Housekeeping, Information and Room Service. They man this department with well qualified people who speak several languages. This way they improve the quality of service since the guests can talk to a much more qualified person than a housekeeping Clarke or a room service order taker. The guest service agent can handle any guest problem and needs.
2. StandartsGood service must be consistent. The service procedures and the condiments that go with the dish as well the cutlery used must be clearly stated and management must train the staff so the dish is consistently served in the same way.
3. ConvivalityThis is the difficult part of the service. The smile, the enthusiasm, this is more difficult to teach since it is based on attitude. Under point 1 & 2 is "how to" and this is easy to teach. Attitude and understanding of our trade is more difficult. Therefore we should spend in every briefing every day about 5 Minutes about our Mission. Daily we have to re-enforce the reason and the how of genuine warm, friendly service. To achieve this we have to developed a "COMPANY CULTURE"THAT IS WARM, GENUINE AND FRIENDLY.WE CAN ONLY HAVE ONE STANDART IN A HOTEL AND NOT TWO STANDARTS NAMELY ONE FOR THE GUESTS AND ONE LESS FRIENDLY FOR THE BACK OF HOUSE OR AMONG THE ASSOCIATES.
If we want to have a better service that all our competitors then it can only be different in the way we are communicating with our guests. Whether we are at all times 100% correct in the code of manners and courtesy. At all times we have to demonstrate that we are "LADIES" AND "GENTLEMEN". No doubted, personnel and department heads have a lot to learn and train.
WHERE DOES THE DIFFERENCE START?The difference starts in the way we talk. We must change the way we are presently talking to the guests. There are very specific words to be used. These sentences must be exercised and practiced every day until every associate can say it, not just like reading a script but as it comes natural and from the heart.
1. Telephone operator."IT'S A GREAT DAY AT THE QUALITY HOTEL JAKARTA MY NAME IS DORA HOW CAN I HELP YOU."We have to work out a similar greeting message in bahassa. Close conversation with: "HAVE A AWESOME DAY"FOR ALL:IF ANY GUEST IS ASKING YOU, HOW ARE YOU? JUST SAY: “ AWESOME THANK YOU.”DO NOT SAY WHEN THE GUEST SAID THANK YOU. “YOU’RE WELCOME" BUT SAY “WITH PLEASURE". OR IT'S WITH PLEASURE"DO NOT SAY: "WELL COME BACK" BUT SAY IT'S A PLEASURE TO HAVE YOU BACK". OR "IT'S A PLEASURE TO SEE YOU"Watch our body language. When doing something we should always walk fast. Even we do not have many guests. As we are watching the guests so do they watch us?
The guest can see whether we are more interested to talk to our colleagues or to them.The guests should get the feeling that it is fun to be around you. We have to amaze our guests over and over again with our creativity and implementation of brilliant ideas. IT'S THE EXTRA THOUGHT THAT COUNTS. MEANING WE HAVE TO THINK HARDER.HOW TO IDENTIFY THE EXTRA.I have mentioned just to follow the Golden Rules and put you into the guest’s shoes. Ask yourselves " how would you like to be treated in this situation." Imagine you’re the guest and what would be your “Wow “if you enter the hotel, or the restaurant. If you are a Chef, taste your Pizza, would the taste be a “Wow” or a just “ok”? If the Pizza is good and well flavored I will not need to put Ketchup and Chilly Sauce. Or just taste any of your dishes served how do they taste? So every department should make a meeting and analyze where is the Extra?Submit the list of the Extra to the Head Office by Email to my attention. Then apply it. We shall make spot checks. By April 2007 I want to visit the Hotels and give some Extra Awards to the "Extra Service Champions". The Award will be a trophy or a momentum with a certificate as an "Extra Service Champion" there will also be the "Extra Hotel of the Year"As a price we shall give scholarships away for courses at the Career Development Institute.The Extra Hotel of the year will get 20 scholarships for one career development course. We plan to give full scholarship and 75% 50% 25% scholarships.The Extra is fully measured on the performance of friendly and kindness.
Warm = warm Kind GenuineFriendlyIt is frustrating watching some oft the new waiters who do not even great the guests. In this hotel the Personal Manager is not doing the job. How your employees are performing will go into the GM performance assessment.Can I therefore recommend that you are training your employees for the Extra performance? We shall be watching.Vision of service.We want to create the most amazing service in the world where five star hotels even will try to copy it.MissionPractice the extra mission every day. Have weekly brain storming sessions. Make short movies about Extra Moments.Goals1. Every Department Head knows the mission by heart.2. Produce rapper texts with music and dance step.3. Every employee can do the rapper.
4. Every employee can say the different Extra slogans in English and in Bahasa.5. set up a lock book in every hotel and have every day one extra entry.6. Look for the Extra Champion Hotel.7. Review and set new goals.8. Make a new time table of progress.The Career Development Institute.Part two of my presentations to the employees of hotels in East Indonesia was about making a career rather than just do a job. I told them that they can be much more than they are known. Career planning starts with a career vision. Everybody have to have a vision of what they want to achieve in life. 95% of all our employees do not have a clear vision. For example a waiter his only hope is that perhaps in 10 years he will be a captain and may be after become an Assistant Head Waiter. The imagination does not go further. I told them that they must set their goals higher. If they believe it and are willing to work and LEARN hard they can become a General Manager. Once the vision is clear what they want to achieve then they should set a time frame until they want to achieve this goal.Their Mission should be:"Every day improve my vocational skill and knowledge, learn about the Industry and plan my career steps. Learn English every day to achieve good communication skill. Practice kindness, courtesy to all people I am dealing and living with. Help others to reach their potential"Especially in setting career goals GM and Department heads should play an active role and encourage employees to invest into themselves. This can be done during daily briefings and departmental gatherings.We must have in every hotel some voluntary career coaches. Who will advise associates on how to make a career? What needs to be learned first? WE MUST BECOME A “LEARNING ORGANIZATION”For school leavers suggest to take a one year program.For associates who are already several years experience we should advise on some special course for advancement.1. To become a supervisor.We have a supervisor course. That are teaching leadership. How to communicate. How to set achievement goals for small groups. How to train. How to train skills.How to motivate. Crises management.Food and Beverage Management course.Making F&B concept. Get clear pictures what is food and beverages. How to calculate sales prices. How to organize.Understanding Accounting For all positions who want to understand the accounting better. Understand and interpret ate the profit and loss statement. How to monitor profit.For all f&b staff and dep. heads we have a basic f&b course. Important subject like save food and beverage service. Food merchandising. Basic f&b calculations.Public Relation CourseHow to organize press conference. What is PR. What to do with information. What is a good public relation officer? What about appearance. Organize events. Bar course, Cocktail mixing. Serving and making exciting drinks. Wine appreciation. What wine with which food?Cooking and carving in front of the guests.Advanced service course for future headwaiters.The Internet is the future. Learn how to explore the Internet.Sales and Marketing on the internet.Kitchen administration course. Use a laptop for your kitchen administration.For executive chefs and souse chefs.Leadership course How to become a great leader and coach.How to influence people to follow our idea and perform better.
BETTER AND SMARTER CAREER DEVELOPMENT.How to plan and peruse a career How to visualize our future.How to analyze our unique abilityCareer researchWriting good introduction lettersMaking good picturesHow to prepare impressive CVExercise the job interviewHow to answer questionsBody languageHow to ask good questionsGood identity tests "who are you" How long you should work in one place.Timing.Fair Food and Beverage priceingLearn how to calculate Menu and Beverage prices.How to use the Internet for your profession and career.Understand the future.A step by step course of how to benefit from using the Internet.These are some courses we can provide. So GM please start working on it. The better your employees are educated and trained will reflect at the end on your performance. So please step up and start to support our efforts to raise the standard the level of service. As by now you can see it is not just a matter of cost but attitude.
A GOOD LEADER CAN INFLUENCE HIS ASSOCIATES TO PERFORM BETTER IT IS NOT ONLY HOW MUCH PROFIT YOU CAN MAKE BUT ALSO HOW GOOD YOUR SERVICE, BOTH ARE IMPORTANT. WITH BETTER TRAINED ASSOCIATES IT WILL ALSO BE POSSIBLE TO PRODUCE BETTER FINANCIAL RESULTS. PEOPLE WITH GOOD EDUCATION UNDERSTAND BETTER WHAT WE WANT TO ACHIEVE AND CAN DELIVER BETTER RESULTS.
Any Comments or Inputs are welcome
Wednesday, December 13, 2006
Everybody has Dreams
Dreams are part of what makes us UNIQUE, but not everybody know how to make their DREAMS come true.
We have to Encourage ourselves and Discover our ways to Maximize ourselves to Really makes think Difference and Success in our Personal DREAMS by doing things right, hard working, always learn from the past, creative, implement ideas and always FOCUS to the Dream that you want to achieve.
Any Comments or Inputs are welcome
We have to Encourage ourselves and Discover our ways to Maximize ourselves to Really makes think Difference and Success in our Personal DREAMS by doing things right, hard working, always learn from the past, creative, implement ideas and always FOCUS to the Dream that you want to achieve.
Any Comments or Inputs are welcome
My Daugther Birthday
Any Comments or Inputs are welcome
My daugther birtday
Any Comments or Inputs are welcome
The Likeability Factor
Synopsis
The choices other people make about you determine your health, wealth, and happiness. And decades of research prove that people choose who they like. They vote for them, buy from them, marry them, and spend precious time with them. The good news is that you can arm yourself for the contest and win life’s battles for preference. How? By raising your likeability factor. Tim Sanders shows how to build your likeability factor by teaching you how to enhance four critical elements of your personality: • Friendliness: your ability to communicate liking and openness to others • Relevance: your capacity to connect with others’ interests, wants, and needs • Empathy: your ability to recognize, acknowledge, and experience other people’s feelings • Realness: the integrity that stands behind your likeability and guarantees its authenticity
Any Comments or Inputs are welcome
The choices other people make about you determine your health, wealth, and happiness. And decades of research prove that people choose who they like. They vote for them, buy from them, marry them, and spend precious time with them. The good news is that you can arm yourself for the contest and win life’s battles for preference. How? By raising your likeability factor. Tim Sanders shows how to build your likeability factor by teaching you how to enhance four critical elements of your personality: • Friendliness: your ability to communicate liking and openness to others • Relevance: your capacity to connect with others’ interests, wants, and needs • Empathy: your ability to recognize, acknowledge, and experience other people’s feelings • Realness: the integrity that stands behind your likeability and guarantees its authenticity
Any Comments or Inputs are welcome
Wednesday, December 06, 2006
PASSION
Follow your passion, and success will follow you. ~ Arthur Buddhold
“Let us endeavor to live so that when we come to die even the undertaker will be sorry.” ~ Mark Twain
A genuine passion is like a mountain stream; it admits of no impediment; it cannot go backward; it must go forward.~ Christian Nestell Bovee
“The most powerful weapon on earth is the human soul on fire.”~ Field Marshal Ferdinand Foch
Any Comments or Inputs are welcome
“Let us endeavor to live so that when we come to die even the undertaker will be sorry.” ~ Mark Twain
A genuine passion is like a mountain stream; it admits of no impediment; it cannot go backward; it must go forward.~ Christian Nestell Bovee
“The most powerful weapon on earth is the human soul on fire.”~ Field Marshal Ferdinand Foch
Any Comments or Inputs are welcome
