Dr Max's hospitality industry remedy taken from 'The Alchemists'

"Alchemists show you when we strive to become better than we are everything around us becomes better." I've just finished reading the best selling book (The Alchemist by Paul Coelho) on the aeroplane between Tokyo and Washington. David Mazitelli wrote to me and said "I suggest you read a little novel that I came across the other day. It will only take you three hours and is worth every minute." ....and I now pass on the recommendation to you.

The book talks of keeping things simple and of 'watching the signs' and 'reading the omens'. It prompted me to think about 'the signs' that are before us every day in the Hospitality Industry...and too often they are ignored. I recently interviewed Howard Putnam the former CEO of the trailblazing successful South West Airlines in America. I asked him if there was one single factor that was responsible for their successes he said "It was our staffing selection policy. We hired attitudes and we taught them the skills!"

As one of the biggest problems we have in our Industry is staff turnover, I wonder if the signs aren't there telling us our industry training is lacking something. Is it the selection by attitude? Does our training need updating? Perhaps it is loyalty that is lacking? How do we promote loyalty? In my book, The Hospitality Jungle I quote a story told by the British novelist, Arnold Bennett. He spoke of his publisher who had an extraordinarily efficient secretary. One day while visiting the publisher's office, Bennett said to her "Your boss claims you are extremely efficient. What's your secret?" "It's not my secret," said the secretary, "It's his." Each time she did something for him, no matter how insignificant, she explained, he never failed to acknowledge and appreciate it. Because of this, she took infinite pains with her work. (Sounds like loyalty to me!)

Not sure what next weeks E-mail will be about. But I know it will be something I'll find while I'm 'watching for the signs' in America. Until then, I wish you good luck, good life and good fun.

Max Hitchins

The Hospitality Doctor

Marketing, motivation and management magician