Your hospitality tip learned from Colin Powell

"The day solders stop bringing you their problems is the day you have stopped leading them. They have either lost confidence in you or concluded that you do not care. Either way indicates you are failing as a leader." Colin Powell.

Bernard Rodrigues, the GM from Hotel Dusit Mangga Dua in Jakarta, sent me this quote recently. I know Bernard is a ‘caring’ GM who realizes the importance of working with and training his staff while focussing on constant and never ending improvement.

During the week I spoke to an hotelier who certainly ‘does not’ realize the importance listening to his staff. “My staff are hopeless...they are always annoying me with some stupid problem or another ” he said. And I wondered if he really knew what he was saying! I wondered how much training he did with his staff. Today I was asked to look at a Profit and Loss account for a Club. I noted spending on staff training for the year to date was $12. And guess what...they are in financial trouble....I wonder why?

I wish you a ‘forever training’ week.

Max Hitchins - The Hospitality Doctor Marketing, motivation and management magician - http://www.HospitalityDoctor.com

PS. Seattle Super Summit Update: You know from previous E-mails I am one of the speakers at the Seattle Super Summit on the 29th and 30th of April. I’m told the places are being snapped up. If you are interested in attending check out www.hospitalitymasters.com for the latest information on this unique event. If you do intend to register be sure to do it before March 15. Before you do E-mail me at and I’ll make sure you receive an early registration discount and a copy of my latest book on Hospitality Scams.