I’m constantly dealing with either being short staffed or managing under-performing employees. Good employees are hard to find. What should I do? If you’re seeking a hand-holding, motivational response, you’ve come to the wrong person. Good employees are not hard to find. Good humans are hard...
How can a hotel company—whether it develops, operates, or manages properties—create a good mission statement? People often talk about mission statements, which are emblazoned in handbooks and policy manuals, but, once read, are often forgotten. Ask line-level staff at a company what their mission statement is,...
Why don’t I get a response when I send out resumes for jobs I’m qualified for? The days of sending in resumes by email are over. Actually, they were over before they began. Back when you physically put a letter in the mailbox, it was something...
What hidden operations issues should GMs be aware of? There are a lot of moving parts that come with running a hotel, but the one constant that is always in need of ongoing attention and investment is a hotel’s team. And there are issues on the...
My owners want me to grow profits, but my hotel is already over-performing. If I’m already at the top, what can I do? In 1955, Fortune magazine debuted its list of the top 500 companies. Sixty-two years later, most of those companies are gone. While the...
How can we ensure guests are safe with all of the reports of global terrorism? First, acknowledge within your team the possibility terrorism can happen regardless of whether you’re in a large city or small town. Don’t be complacent. Second, prepare and take preventative measures. For example,...
What pointers would you give someone about to open a hotel? There are many, but ultimately, the most important is to remember that first impressions count. You also need to truly understand what the “theme” or “purpose” of the hotel is. Once you know that, remember...
How can I make my hotel stand out from the branded competition? We know that our “job” in this industry is to serve others. However, we must also keep in mind that we are the ones who decide how to best do just that. Each day...
