RE:
RE+ As we head in to the new year of things to come, so says the hospitality headlines, we are doing well, and the numbers are up and away we go in to the wild blue yonder of profits. Well they would have you believe that, since it is better to be optimistic than pessimistic. Now we have to sit down and analyze what we as hoteliers must do. The old guard might stay the course as they always have. However the new guard will no longer abide by these methods. RE- fresh: They will look at things in a different light, they will dissect it, turn it upside down, sideways, and come up with a fresh idea. Whatever the idea may be it will not resemble what is considered tried and true. RE-do: After all is said and done, this new idea will go through a redo process till it meets todays need in our industry. RE-main: The new group will remain steadfast as to what they now consider what real hospitality means t0 them. RE-evaluate: Now that the new idea or mission, or plan is put in to place it will be evaluated by others to see if it conforms to today’s new travelers. RE-tain: The biggest obstacle’s even for the new guard is how to retain productive employees, how do we motivate them to pursue, and believe in what we would like them to do. Is constant training the answer? Do we pay higher wages? What does it take to provide great customer service? This old adage goes across the board of all generations. Even the hippest customer wants to be treated well. RE: group: When all else fails, well we regroup and evaluate what worked and what did not. The items and plans that were successful will remain those that failed, well we will discard and plan for something different. It will be interesting in the next few years to see where the hospitality industry will head to, and what new changes will occur. Will a new dawn emerge or will the status quo remain. . The Hotel Guy They are here, now what?
Guess what, people? This year we in the hospitality industry are going to have four generations, including Generations X and Y, traipsing through our hotel lobbies, staying in our hotel rooms, and sleeping in our hotel beds. And why should that matter, you ask? It matters not only because of the quantity of each one of these generations, especially Generation X and Y, but also it matters because of the quantity of in-betweeners of each of these generations. And even though we may believe that people are just people and therefore if the service we provide pleases one then, by extension, that service should please all. Wrong! At present our hotel guest population, for the most part, is comprised of people from the “The Silent Generation” or “Lucky Few”—those people born between 1925-1945 (the youngest which are closer to age 70 than age 60); “The Baby Boomers” or “Worst Generation”—those people born between 1946-1964 (the youngest which are closer to age 50 than age 40); “Generation X”—those people born between 1960-1980 (the youngest which is age 33; and “Generation Y”—those people born between 1980-2000 (the oldest which is age 33). From a cultural context, “The Silent Generation” straddles The Great Depression and World War II—both events having shaped the characters of those that lived through it. It also is the age of Hollywood and its movies, radio, magazines, and Ernest Hemingway. Followed by “The Baby Boomers”, the largest population growth in America and the first generation of the Atomic Age, beatniks, communism, the Korean War, the Kennedy assassination, the start of Vietnam, and the explosion of music forms especially Rock ‘n’ Roll, exemplified by the likes of Chuck Berry, Elvis Presley, and the Beatles. Followed in turn by “Generation X”, with its years of Civil Rights movements, riots, national desegregation, the draft, protest songs, flag burnings, assassinations of civil rights leaders, Woodstock, flower people and hippies, and several changes in music styles, the start of the Age of Computers, fast foods, and fast cars. And then followed by “Generation Y”, which is the first all electronic generation: Dot Coms, big screen television, computers, PDAs, smart phones, Microsoft, Apple, Dell, Facebook, Twitter, Google, Yahoo! Twenty-something millionaires and billionaires, etc. Each one of these generations look at the exterior world differently, and if we in the hospitality industry are to succeed with them, we need to understand and cater to those differences as well as find common denominators that unite these generations and the generations to come. I would argue that the common denominator that unites these generations is that they all want to feel that they matter, that they are accomplished, that they deserve to be treated with respect and dignity. I also would argue that each one of these generations dresses differently—the younger the generation, the less formal the attire; seemingly sometimes to a point just short of slovenliness—walking, talking, breathing unkempt bodies draped in expensive tatters! The younger the generation, they express themselves differently. The younger the generation, the more visual they are. The younger the generation, the more emotional and egocentric they are. Talk about diplomatic relations in our industry! If we are to succeed, we must find ways to cater to all of them, while simultaneously not slighting any one of them. The divide is great, the challenges even greater The older generations are, for the most part, content to read the paper and books, watch the news on TV, go to a play or show, have a leisurely repast, good conversation, and a quiet goodnight’s rest. The younger generations are more into the visual/pleasure/fast-paced activities; activities, that on too many occasions interrupt the older generations’ activities—primarily their sense of the rightness of things, sensible comportment, and their solitude and/or their sleep. The hospitality industry, by and large, is developed, managed, and run by 40+ aged people that are, in essence, using and instituting the tools of their upbringing in the business to run the show.” In the short run, that’s not a bad thing; after all, they are, as the saying goes, “tried and true precepts and principles.” In the long run, however, you become commonplace and staid at best, and seedy at worst. The hospitality industry, not unlike all other industries, needs to keep up with the times, needs to innovate, and needs to be able to cultivate new clientele, while at the same time retain its base. Even with all the economic dysfunction that is going on in the United States and in other countries, travel is still happening in record numbers, people still go on vacation, people still are conducting business in hotels, people still dine out, people still are looking for new experiences, adventures, and memories. Are you up to the challenge? The Hotel Guy New Item It has been cold and damp at the Chesterfield site. With all of that the work continues. Some of the areas are coming together and it looking very good, as well as room items and kitchen equipment have arrived. The support building is up and will house the equipment as it arrives. The hardwood and marble flooring is being finished on the first floor, and the registration area is being completed. The landscape are at the main entrance is completed, It will the main focal point of the resort, as well as the view as the guest arrive. River flowing through green landscape of flowers and trees. Sitting areas as well as a full area designed for wedding functions. Rooms are coming along very nicely as the inside work is now being done. The back area is being landscaped as well, it will be adjacent to the outdoor pool area. It will be incorporated with an outdoor function area to host meetings and banquets. The restaurant is almost completed waiting on flooring material that is late from the factory. Not everything can be perfect, there will always be a delay when dealing with vendors. Part of the construction nightmares that happen. The recruiting agency is busy working on staff requirements for the resort, at one time I thought that I would do it, but it is very tiresome task and just to many CV to look at, The only person on staff as of today is the DOS&M. He is on the other side of the world setting up new business for the resort. The response has been awesome we have room nights already booked for the opening day August 15th 2015 There is a 15 day buffer built in to the date. Training agency for staff is being looked in to as to the best way to handle it. As you are all are aware a new minimum wage is in effect in California, These items need to go in to the budget guidelines, and there are mandatory increases every year for this new law that is on the books. The employees that will serve the guest must be of the highest quality, and in this case I agree they should be paid accordingly. In this property minimum wage will not work, the level of service required must be in line with the pay offered. The front line personnel is no exception, they are the first line of defense as guest arrive, they must be at their best, as they greet the guest upon arrival. Their appearance must be impeccable. The GM will have his hands full on this property. He must be the host as well as lead the property. The opening manager has his hands full, for there is a million items to attend to so as to open on time. The investors are happy with the progress of the resort. Mr. Esperansas other properties had a very good year. He closed out with an 87.5 % overall and 245.00 ADR. I hope he is not looking for another property. The ones he has do very well for him, I tell him don’t get to big, for you will lose sight of the business. Well so much for the updates of the project, there is a lot more but I would be writing till my fingers fell off. The hotel guy |
AuthorAlan Campbell internet writer, and CEO of a hospitality consulting service Archives
May 2015
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