Not Listening is the first step towards being a lousy Hotel Manager. But what if your Hotel Manager or Supervisor is a lousy listener? How can you Help Your Hotel Manager or Supervisor Be a Better Listener? Let me Tell You: Give them the courtesy that YOU would expect to receive. How would you like […]

One of the hardest things I have ever done in my career in Hospitality came when I was promoted to manage the team that I was a part of in my Hotel. It happened after a major corporate acquisition prompted my own Hotel Manager at the time to take a redundancy offer. Friday I was […]

Resistance to Change is apparent in ALL Hotels. Change WILL happen eventually. If Change doesn’t happen, Hotels DIE. Change Indicates Life. (Read on or watch the video) Sources of Resistance to Change: Quick decision-making on the part of Hotel Managers. Sudden unplanned Changes in any directions invite Resistance. Personal agendas. “If I wasn’t so busy, I could […]

The Career of a Hotel Manager has six distinct parts….. (read on or watch the video) Stage 1: Believe YOU have something to offer. Why try – if you don’t believe you matter? Everything begins with belief. Don’t worry that you don’t have enough. Believe in yourself enough to Know and Accept who you are? Identify […]

12 TOUGH Challenges Found in HOTEL LEADERSHIP These challenges of Hotel leadership are to be found inside every Hotel leader at some time. Stop blaming Hotels and others for your shortfalls and failures. Stop. Think. Behave. (Please read on or watch the video) The 12 Toughest Challenges of Hotel Leadership: Humility during success. Humility is the quality […]

When YOU give your own staff feedback, it’s brilliant, caring, and helpful. When THEY give you feedback, it’s irrelevant, uncaring, and unhelpful (read on or watch the video). It’s interesting that your feedback is right, but their feedback is useless. Top ten reasons Hotel Managers ignore feedback: Hotel Employees don’t give feedback the “right” way. […]

Is there Magic to a Good Hotel Strategy? A lot of people think that the creation of Hotel strategy is a mysterious process — something that’s secretly practised behind closed doors. But there’s no Magic in Strategy (carry on reading or watch the video). There are only two reasons for Hotel Strategy….. A Strategy is […]

Trust is an important part of every Hoteliers work … it’s easy to say you trust someone and then you go ahead and watch their every move to see if they’re doing what they said they would do? (read on or watch the video) Remember – Trust is a substitute for inspection. When you trust […]

I’m a bit concerned that aspiring Hotel Managers are looking for a magic solution that they can easily apply and thereby instantly qualify to become a Star Performing Hotel Manager (Read on or watch the video). The world of Hospitality just isn’t like that…. Many years ago, I had an employee who wanted to be […]

What do capability, motivation, and expectations have in common? All three are essential for Successful Hotel Service (read on or watch the video). Capability Let’s use your Hotel as an example. For your Hotel, capability includes the basic skills necessary to be able to answer questions and help customers. Some of these capabilities are technical, […]