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Raising Awareness For RSIs

An important issue affecting many hotels that merits further discussion is repetitive strain injuries (RSIs), especially those with an aging workforce. A combined aggravation of both the nervous and musculoskeletal system, an RSI is typically caused by repetitive tasks or those which put the body in an awkward position. There are many different types of RSIs, but as I am not a doctor, the diagnoses and exact syndromes are not the focus here. Rather, it is vital that all hoteliers recognize how RSIs may develop in a workplace setting so that steps can then be taken to reduce or prevent their occurrence altogether. RSIs can not only hamper an employee’s ability to perform at his or her best but they can also have a toxic effect on those closest to the afflicted individual. Being a true leader means caring for your team and their health, and thus corrective actions must be …

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The Power of ‘Sorry’

This is a word you should never have to say, and yet it is one that can have a very powerful effect when used correctly. For most well-run properties, mistakes are a rarity. While this doesn’t preclude them from happening entirely (we are human after all and errors are bound to crop up during transition periods or staff turnover), apologizing is not something we do only when we are at fault. This comes down to a debate between logic and emotions. When a guest comes to you with a grievance or compliant, they are probably not in a purely rational state of mind. Regardless of whether it was an actual error on our part or if the guests have overlooked something, we say that we’re sorry in order to show humility and to empathize with their plight. A good mantra to adhere to in this regard is: “The customer may …

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Second Assurances

The funny and scary thing about first impressions is that you only get one. One chance to nail that perfect handshake at the start of a job interview. One chance to flash that smile at a girl you’re attracted to. One chance to set the mood for an outstanding hospitality experience upon guest arrival. Back in October of 2012, I penned an articled called ‘First Assurances’ whereby I equated an excellent first impression of a hotel to that of a subconscious assurance for the guests that they are in good hands – that they will be safe within the confines of the property, that their needs will tended to and that they are about to experience something great. There are many aspects involved in a first impression, from cleanliness and striking décor to fast check-in and attentive staff. They all must be honed and flawless because, again, you only get …

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Using Art as a Point of Differentiation

The luxury customer is a demanding sort. They are well-traveled and have seen a good portion of what the world has to offer in terms of an upscale hotel experience. As such, they have high expectations, and the only way to command their attention is to bring something truly unique to the situation. Decorating a property with spectacular works of art and becoming a patron of the arts is one viable tactic to this end. Art is visually stimulating and it creates fascinating environments for guests to interact with and remember after they have left (and talk about later with their friends). When you espouse the arts, you are in essence championing a new point of differentiation to distinguish your property from all others in your comp set. But where to start? How does a hotel get involved? To help understand some of the nuances of this process, I’ve recruited …

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Hotels Need Intrapreneuers

As is now customary for this time of year, I choose a topic to write on that I hope will give you some inspiration for the coming of autumn and the denouement of 2015. For many, Labor Day is a time of geographical and mental change. Summer holidays are over and it’s time to get into that ‘back to school’ mode, or ‘back to work’ mode for that matter. This means a gung-ho attitude towards getting jobs done and far less ducking out for a two hour alfresco lunch. Early September is a great time to harness that sense of refreshed ambition and put it to good use for your property by finding and nurturing your intrapreneurs. Firstly, a definition is in order. Like its naming forebear, intrapreneurs carry with them the spirit of entrepreneurship, only they are acting within a larger corporation instead of on their own accord. They …

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