Tel: 0419 53 63 73Intl: +61 419 53 63 73
In my book ,The Hospitality Jungle, I quote a statistic I had noted that only 2% of people remember to say 'thanks'. After reading my book, Allyson Schumer, from Dalcorss Hospital in Sydney, wrote to me. She told she had written to her boss to say thanks for the opportunity he gave her in promoting her to her new marketing position. This prompts me to pose a question to you "When did YOU last thank someone who has helped you in your career?" (I did it again yesterday!)
Does 'thanks' make a difference. Jane Ucin, from the Shelborne Hotel in Florida, wrote to me to tell about how thrilled they are to receive thank you notes about their lizard program.(You will find details of 'lizard' in the NEWS section at the bottom of www.hospitalitydoctor.com/main.html
"Hi Dr Max" Jane wrote. "It's Jane from the Shelborne Hotel in Florida. I wanted to give you an update on the lizard program. We now have two full time lizards (me and the rooms division manager) and 3 lizard wannabees. Each reservation is made by a personal guest reservation manager. Care, interest, and special attention is given to each call. Coincidentally, we are bouncing off of three of the all time highest room revenue/ADR/APR months in the history of the property. Of course, I attribute the success to the original management strategy that Mr. Rosen implemented last summer. The staff has received numerous letters PRIOR to check-in thanking us for the help we gave them with their reservations. I have received flowers, MONEY, letters, and personal thank-you's just for making the reservation process a comfortable and reassuring part of the travel experience(?). It's UNBELIEVABLE!"
Well done Jane. The more I hear about your Mr Rosen the more I realise what a true hospitality professional he is.
Until next week, when we bring you a hospitality industry remedy for guest satisfaction from the #1 Hotel in the world. I wish you - good luck, good life and good fun.
The Hospitality Doctor
P.S. There is an old Japanese proverb that states "One kind word can warm three winter months!"
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