News for the Hospitality Executive
Hospitality Conversations: Where Is Your Desk?
In the Lobby…Where it’s Been Since October 16, 1991
by Dr. John Hogan, March 30, 2010
Lessons for Hospitality Managers
Effective hotel and hospitality leaders deal with a wide range of challenges and opportunities every day in the specialties of marketing, service and operations. Technology and training can contribute to profitability but the constant balancing act of “high touch” and “high tech” often comes down to visibility, accessibility and the ability to listen.
In the book and movie version of Arthur Hailey’s HOTEL, the hotel manager (or at least the manager on duty) was stationed in the lobby at an oversized desk. The first manager whose desk was in the lobby that I personally viewed was at the former Statler-Hilton (now Park Plaza) in Boston. Presumably, the desk location was to enable him to deal with situations as they arose, particularly those that required special attention. The “tradition” of availability continued through the days of large full service hotels, but took a turn to the “back office” with the introduction of rooms only and smaller properties in the 1960s-1990s.
Several months ago, I wrote an article that generated a high level of reader interest, judging by the email responses and re-publication of the article in a number of journals. Where is Your Desk? struck a chord in many readers, and one of them was an industry professional that I worked with more than 20 years ago.
When Rick Harris, General Manager of the Embassy Suites Chicago (North Shore, Deerfield, IL), sent me a note saying that his desk was “in the lobby…where it’s been since October 16, 1991”, I felt that other readers would benefit from some of his insights and approaches.
I reached out to Rick and asked if he would like to join me in a Hospitality Conversations column and I feel you will enjoy his thoughts.
A General Manager Clearly on the Front Line
We must remember to regularly reinvent ourselves and avoid doing things the way we always have because that way is easy or it used to work. Technology continues to evolve and improve, and those improvements that remove some of the people contact make the need to retain the “high touch” of hospitality more important than ever.
Where is your desk?
What are you doing at your hotel today?
“Excellence is not a skill. It is an attitude.”
KEYS TO SUCCESS is the umbrella title for my new 2010 programs, hospitality services and columns. This year’s writings will focus on a wide variety of topics for hotel owners, managers and professionals including both my "HOW TO" articles and HOSPITALITY CONVERSATIONS. My segments Lessons from the Field, Hotel Common Sense and Principles for Success will be featured at appropriate times in the year as well.
Feel free to share an idea for a column at email@example.com anytime or contact me regarding consulting, customized workshops, speaking engagements ………….
And remember – we all need a regular dose of common sense.
Autographed copies of LESSONS FROM THE FIELD – a COMMON SENSE APPROACH TO EFFECTIVE HOTEL SALES are available from THE ROOMS CHRONICLE www.roomschronicle.com, www.smartbizzonline.com and other industry sources.
All rights reserved by John Hogan and this column may be included in an upcoming book on hotel management. The opinions expressed in this article are those of the author and do not necessarily reflect the views of this publication
John Hogan is a successful hospitality executive, educator, author and consultant and is a frequent keynote speaker and seminar leader at many hospitality industry events. http://www.linkedin.com/in/drjohnhoganchache
Dr. John Hogan, CHA MHS CHE
|Also See:||Keys to Success - A Fresh Look at the 4 Ps of Marketing or An Unlikely Salute to Collin Raye / Dr John Hogan / March 2010|
|Hospitality Conversations: Property Improvement Plans or PIPS / Dr John Hogan / March 2010|
|Managing the Intricate Challenge of Today's Hospitality Leadership / Dr John Hogan / March 2010|
|Hospitality Conversations: Selling Your Hotel In a Sluggish Economy / Dr. John Hogan / February 2010|