Brand is not just a business identity but itself is a business, it the most important asset a business possesses. Brand provides key communiqué of the business, it not only critically differentiate with the market competition but also shapes the internal work culture of the business. It’s one of the most important and valuable virtual asset of the company.
Lets first understand the BRAND DNA ,where did this idea came in from ,in this era of globalization the individualism was born ,in simplified words this individualism gave birth to fragmentation of our personal and social identities and this encouraged self identity as it is truly said you are what you buy and use. Symbolic experiences are increasing in demand thus increasing the demand of the commodities they represent. The brand is primary connection of communication between manufacturer and the consumer and has changed the focus of sales directed to the consumer.
POSITIONING OF YOUR HOTEL IN COMPETITIVE SET is the most important exercise which has to be implemented with caution ,market intelligence and operating environment of the city. In order to maintain an important position rather respective position it is must to analyze the market economic conditions , travel trends , operating segments and market penetration thresholds.
THINK LONG TERM- it is often seen the hoteliers making mistakes by establishing short term gains or opportunity benefits rather than long term , the situation demands the focus should be on long term plans , may be establishing five year strategic plan which is reviewed every six months. The current or short term marketing exercises, brand building is undertaken according to the reviews of the long term planning.
Let’s talk about Revenue Management, what is it and its importance in the present scenario, increase in the increase of competition, increase of special offers and promotions, increase of distribution channels, increase of price transparency and decrease in time to react. These factors have a direct effect on business revenues and its resultant profits; we have all be searching for strategies to maximize the revenues of our business. This has given rise to Revenue Management
“Revenue Management is interesting subject to be studied and more important to be implemented, my experience says once you establish it as a habit in your organization it’s more of a fun and sense of achievement as not only the business revenues grow at pace but the employees are also satisfied toward the price fetched for the quality services delivered to every guest. It’s highly motivating tool to be established in every organization.”
MANMOHAN SINGH
FOUNDER CEO –EDUGRADEONLINE.COM |MANAGING PARTNER –GOLDEN TULIP UDAIPUR | MANAGING DIRECTOR –WGHIL..COM
PEOPLE here are referred to a broad term of our peers , colleagues who work around with us in any organization .They eventually form inner circle and define the behavior of the organization and off course we are also one of them. Knowing how to manage people around you with their ambitions is a key to success.
There are a lot of courses and literature available on this topic but what is important is its application as there is no defined process but it’s a trait every individual has to develop in his/her routine behavior, it’s a habit to be formed. Small soft skills and good habits such as wearing a smile and nod of acknowledgement also help to win confidence of people around you. Irrespective of the position you are labeled as, your peoples management plays an important role. Here we list some techniques which would assist you in sharpening your people’s management skills
Be a good LISTNER – that’s absolutely a first basic principle, reminding you of the basic listening skills of paying attention, do not interrupt; maintaining eye contact, acknowledgement nods etc. The key to listening well include keeping an open mind and not jumping to conclusions before or during conversations .This means you can’t assume what the speaker is thinking, what their problem is, or what the solution to their problem is – you have to let go of your preconceived notions, and you need to ask them. Even if they think the cause of a problem is obvious, a great manager listens with the intent of understanding as much about the situation as possible; don’t just barge in with a possible solution assuming you know all the answers well.
GET ENGAGED in conversation and communicate well
Effective people management involves understanding the people who make up the organization – their personalities, motivations as well as their personal and career goals. Empathy, active listening, and a people-first approach lead to a deeper mutual understanding of individuals and collectives. It is important to understand that people are different and have different traits and skill predispositions. Communicate well enough to maintain the dialogue , there are hidden surprises in each communiqué enabling for better solutions
BUILD TRUST AND KEEP APPRECIATING
Our engagement in the conversation and empathy shown towards the speaker builds levels of trust which later converts to loyalty towards a person or organization as the scenario may be. Appreciating the work and giving public acknowledgement is the highest motivator for the person ,so ensure you are up to it.
CONFRONT but BEING POSITIVE
People who work around with us are from diversity of culture ,generation thought and the way they perceive things, the difference of opinion could be active , covert or passive so confront what is wrong but in a positive manner, making them understand shows the maturity levels of the person handling them. We do not need a temporary solution but a lasting one. Remember such conflict when emerged the solutions can lead to resentment or negativity or strengthen the team.
Measuring life is one important aspect which develops good life management, life management is important for us to lead good, quality and responsible living. When we live in a society its just not important to be good for yourself but our actions, behavior and principles of living also effect people who are around us.
So what makes life balanced, well balancing our nature, behavior, finances, surrounding, relationships –personal and professional, reactions, contribution towards society etc. All of these mentioned words are the one which affect our living in a society and embarks our social status. It’s good to be rich but is equally good to be responsible one. So here we list some ways to enrich quality living we can manage for ourselves in our daily routines.
MEASURE IT –“remember what gets measured gets managed “
Originally the quote was meant for the companies to practice management but is equally important for daily living. If we intend to manage our life we should start measuring it immediately other way around once you start measuring it you divert your attention towards it and its on your cards.
POSITION IT-when we measure something, we actually see the insight of the problem and see the severity of the it, what intent it has gone wrong and what needs to be done to set it right , at least what need to be started to set it right in a course of time. For instance if you think you live financially wise, measuring it would give you right insight over your balance between spending and earnings, are you overspending or are you rightly investing for future needs. No wonder you would realize some of your decisions were not right always. So that’s the time to set it in right direction and take it forward from there.
KEEP UPDATED-do not start and leave it in between, it’s going to be waste of time and more over would de motivate you to take it again, be regular with the one you started correcting where you went wrong you always see progress and it keeps you motivated to do more .keep it simple the task and its resultants, more complicated calculations lead to disinterest and finally we all give up.
BALANCE IT-just go one by one ,taking too many things at one time may not be a wise idea , what we see is that one has to manage 3 essential facets –SOCIAL, FINANCIAL AND PHYSICAL. See what needs immediate attention, list the priorities and start taking them one by one. Once it becomes a practice get on to another one. For instance your fitness needs attention –go start at workout routine, daily walk or gyming whatever suits to you ,make shorter goals ,measure them and go for higher goals but at same time you may not be able to cope up with social obligations ,no worries take one at a time which needs most attention.
BALANCE YOUR ROUTINE-Everything we do is up to our routine , we need to recap at end of day wht we achieved and what we missed totally or partially. Keeping a track of routine encourages one towards short goals and short achievements leads to bigger goals. That’s so simple so ensure you make it a routine or a habit [daily –weekly –fortnightly or monthly].
Do leave me your messages and share what you felt on laying these suggestions to practice. Happy living
A customer talking about their experience with you is worth ten times that which you write or say about yourself
GUEST DELIGHT or CUSTOMER SATISFACTION can be simply understood with the fact that “Every satisfied guest is one next step towards building greater business” , this is universal truth not only for hospitality but for every business. This article will discuss the importance of guest delight in building resultant revenues and methodology toward achieving it.
,Well explained in simple words, Customer delight is about engaging your guest at an emotional level and appealing to their higher-order needs. After all, wouldn’t you rather have an excited customer as opposed to ambivalent one? Guest delight is winning the emotions of the guests in service transaction through pleasant attitude, professional approach and complete product. Creating that feeling of “someone special” or most important person in the world for the guest. Moving from customer satisfaction to delight requires a change of approach, as well as a change in both thinking and behavior. As we mutually strive to design and execute better guest experiences, these five guidelines will do more than satisfy your guest, they will create a truly delightful hotel stay.
FRIENDLIER APPROACH –Friendly employees leave an impression on the guest’s mind. The studies reveal that many guests used words such as “charisma,” “friendly”and“pleasant attitude” to describe their interactions with service workers. It is always a pleasure for every one of us to be acknowledged by our surnames or first names, it gives the special feeling of acknowledgement. Mandate your team to address the guest by Surnames with Proper salutations; we are all supported by technology at every service call point all it takes is a little effort of open PMS window before answering any guest call. Add those magic words creating WOW factor by end of every transaction like –wish you a great day ahead , have a great tour, Bon appétit etc.
PRODUCT FULLFILLMENT -After reading many guest feedbacks , it is apparent that guests appreciate professionalism and mastery of essential duties. notes that “events were well planned,” recalled being “impressed by the quality of people” in the hotel, and commented on the staff’s “attention to detail.” Developing expertise in a profession can be challenging in a high turnover environment such as the hotel industry, but proper training, adherence to quality standards, and demeanor can make this goal possible. Training need to be focused on CSIP [continuous service improvement approach]
ESTABLISH REACH WITH EVERY GUEST-REACH your guest during their stay , while passing through public areas , or during IN room dinning transaction , or any other service ,interact with 2QA [2 question approach] –interestingly this 2 question approach was highly successful when applied in my hotels , every staff is mandated to interact at least 4 guests
Q1-salutation, followed by how was your day or hope the room is to your expectations.
Q2 is there anything I could do for you
Any suggestion of service lapse, called by the guest can be easily attended before the check out. Irrespective of department the staff can pass on feedback to GRM to attend.
TRAIN YOUR TEAM: Hiring people who are naturally friendly is a smoother path to attain this goal. Furthermore, creating a work environment that stirs such reactions is another necessary step. Share the guest feedback index with your team, elaborate on negative feedbacks or the normal feedbacks and discuss where we went wrong, what could have been done to avoid it and all other rectification permutations. Create the atmosphere of challenge by comparing the best period to the worst index figures. Initiate staff incentives if your costs could allow. Motivate the team to higher ground. Some hotels even slide share the feedbacks from various sites of the competitors to understand their positives and fulfillment levels.
TURN PROBLEMS IN OPPORTUNITY TO WIN GUEST– I view service recovery as a process of neutralizing negative guest attitudes and emotions. However, not only can we neutralize emotions, but by virtue of our recovery efforts, we can create delight. Remember offering HI tea or a room night with compliments is way too low cost to hotel than the cost incurred in getting every new guest IN, numerous feedbacks highlighted guest’s positive reflections regarding hotel staff who went out of their way to solve problems. To attain this, it is necessary that the staff pay attention to opportunities to help the guest, especially those in which there’s no service failure, but the guest still faces a challenge.
Well summarizing the above , we can conclude to the fact that speaking to guests during their stay with the hotel not only builds chances of recoveries but also project a friendlier hotel staff , no matter what the situation is , a warm smile ,pleasant tone and empathic approach towards our guests can win them forever.
We have been all through the corporate services ,conceptualization , designing and implementation at various stages , we went all neo-liberal and started selling corporate services, we realized that what INDIA incorporation needs now is further and higher education which is practical in approach and delivers quick results based on performance and adaptation of the work culture One of these was a round of Learning Design projects. Now we have a Learning Design approach that is embedded in all module production. It requires designers to consider student activities using various categories.
We didn’t have a uniform design approach at the university levels, which may seem surprising, but we had a uniform production model. However, as new media became available, we wanted module teams to take a step back from deciding the what (the printed units, simulations, etc) and think about the how. We developed nice tools and after a long process, got it embedded in the stage gate process so all new modules have to go through a learning design step.
My experience is that the actual model you use isn’t as important as the step in thinking about different approaches. We retrospectively mapped a number of existing modules and academics and were often surprised to see just how much they relied on assimilation. Here came in existence the new concept of video role plays , well if we are teaching anything which has behavioral approach , the need of the body language stages important aspect . like we say “ serving a meal is a defined task and we all talk of right hand service , right temperatures , right accompaniments etc etc , but how many of us have actually given a thought to the body language and personal presentation of the associate engaged in that transaction”
Here comes the need of video presentation, where a trainee understands the approach, embeds confidence from the very first direct transaction as he is not new to it. This is all so important in our leaning design. I am of the opinion that when we train a person to handle a defined task, we should develop a learning process which enables an individual to step in the process virtually and then deliver it in similar fashion when it comes to actual transaction www.edugradeonline.com
