21st Century Qualifiers The Lean Hospitality Industry Benefits of Lean Hospitality 5S the Foundation to Lean Hospitality Impact of a Lean hotel – Case Study Summary

1. HOTEL AJANTA New Delhi
21st
Century Customer focused hotel
Value
Stream
Perfection

2. 21st
Century Qualifiers in Hotel Management
21st
Century Qualifiers
The Lean Hospitality Industry
Benefits of Lean Hospitality
5S the Foundation to Lean Hospitality
Impact of a Lean hotel – Case Study
Summary

3. 21st Century Qualifiers-QCDS
Characteristics of World Class
Customer-Value Focused
Delivery
CostQuality Cost + Profit = Price
Price – Profit = Target Cost
Kaizen Methodology
SERVICE
People Based
System
Radical Change
with Kaizen
Daily Improvements
– Standard Work
5S ,the foundation for Lean System
to vigorously eliminate Wastes.
V i s u a l M a n a g e m e n t &

4. The Hospitality Industry
A hospitality unit such as a restaurant or hotel consists of
multiple groups such as:
-is a several billion dollar industry that consists of the food
services, accommodations, recreation and entertainment
sectors
 Facility maintenance
 Direct operations
 Management
 Marketing
 Human resources

5. Benefits of Lean Hospitality in Hotels
Many Hotels are in-coporating "Lean“ to their existing
Hospitality System. Rewards & benefits are such as:
80% Customer wait time
reduction,
50% Room occupancy
improvement,
20% floor space saving,
10%-30% boost in service line
efficiency,
50% improvement in Customer
Satisfaction with high & efficient
workforce with a high morale.
In short, cost is lower, quality and delivery performance
improved.

6. The core focus of "Lean"
is to vigorously
eliminate Waste to
provide perfect value to
the customer through a
value creation process
that has zero waste.
What is Lean?
Simply, Lean means creating more value for customers
with fewer resources.
Lean organization understands customer value and
focuses its key processes to continuously increase it.

7. less human effort,
less space,
less capital, and
less time
to make and at far less costs
with much fewer defects
delighting Customers,
compared with traditional
business systems.
Why Lean?
Lean management optimizes the flow of products and
services through the entire value streams to create
processes that need :-

8. 5S–SIMPLE HOUSEKEEPING
5S,the foundation of Lean which means
5S is a philosophy and a way of organizing and managing
the workplace towards an organized, clean, high-an organized, clean, high-
performance environmentperformance environment with the intent to improve
efficiency by eliminating waste.
1. Seiri- Sort (Organize)
2. Seiton- Simplify (Visibility)
3. Seiso- Sweep (Cleanliness)
4. Seiketsu- Standardize
(Adherence)
5. Shitsuke- Self-discipline
(Sustain)

9. Benefits of a 5S Environment?
• It gives Ability to understand the status of a area in 5
minutes or less by simple observation without use of
computers or speaking to anyone.”
5S
1S Seiri- Sort (Organize)
2S Seiton- Simplify (Visibility)
3S Seiso- Sweep (Cleanliness)
4S Seiketsu- Standardize (Adherence)
5S Shitsuke- Self-discipline (Sustain)

10. Where are we today?

11. 3rd Class Workplace …
Necessary & Unnecessary items are mixed together in the
same workplace

12. 2nd Class Workplace …
Necessary & Unnecessary items had been separated within
identified work area (including inventory)

13. 1st Class Workplace …
Only Necessary supplies and items are stored in the Work Environment.

14. -includes the development and generation of the
service within, its delivery and management
throughout the entire life cycle.
Applying Lean to Hospitality
Focus is given to
the transactional
process, operating
system, skill and
behaviors to sustain
the gains.

15. The lean process should be designed end-to-
end, to create value from the customers
perspective.
The Technical Aspect is just 20%
Information and
material flow is kept
rapidly flowing
through the system
without interruption
and backflow

16. Emphasize the importance of a smile of friendliness
with efficiency and determination to meet the
Customer’s need at a moment's notice.
Keep your message positive
Make advertising and
promotional messages
Visual , eye catching and
encouraging without
Customers even having to ask
the desk person for Hotel
rates, room type, WIFI
password access or Rest
rooms.

17. Look to staff for suggestions as to cost cutting and
improving property performance. They are the ones
dealing most often with guests and know the property
intimately.
Empower your employees
Get feedback through group
sessions, internet sites, and
suggestion boxes. Keep an
open door policy that
encourages all staffs to invite
suggestions.
Initiate award recognition for
best suggestions and offer
economic incentives for staff
advice.

18. Identify staff talents & synergize them through multi-
tasking . eg. have a Concierge learn to work the
Front Desk and the Front Desk person can double
as a Concierge.
Practice flexible interchanges
in staffing to better use the
work force. It motivates staff
and gets their minds focused
away from the possibilities of
downsizing. It create more
employee value & enhanced
training.
Cross-train staffs

19. Having a vendor for years built
trust but it is also time to find a
competitor willing to provide
similar services more
economically.
Creatively cut the bottom line
Look to freelance specialists who can deliver similar quality
at fractions of the cost.
Creatively trim beverage & food cost items from the menu.
Buy more seasonal produce
Creatively buy halve size quantity items with an eye
towards savings.
 Proactively trim even the smallest of costs.
It will pay big dividends in the end.

20. Facing empty rooms, it's tempting to cut rates to
the bone to draw more guests. That's a bad move.
Once rates drop, it's difficult to raise them.
Don't dilute your product
Instead consider short-
term promotions:
Free fastest secured WIFI.
Free 3rd
night, only pay 2
nights.
Stay value focused while not cutting price
Free parking, Free SPA on selected rooms.
SPA & Meal Discounts on all rooms.

21. Consider a small renovation that will enhance
value for Customers. Structural & aesthetic
enhancements attract new Customers and make
your hotel stand out among competitors.
Consider redesigns of
rooms and furniture and
makeovers of common
areas.
Make restaurant areas more
attractive with cosmetic
changes and new
attractions in bar areas.
Spend capital wisely

22. Cutting back on essential property care can do irreparable
harm in the long run. Do not ignore maintenance and
cosmetic upkeep. It may save money in the short term. But
a shabby look ruins reputations.
Word can spread quickly.
Get customer feedback
and listen proactively
and work on
improvements.
Keep up the property

23. Consider greener water cooling
systems and trash hauling
operations.
Ask vendors to deliver
packaging with less wrapping
and half size to cut waste and
disposal costs.
Go green
Explore government tax incentives to help in energy
efficiency and cutting costs. Evaluate power
management, lighting, heating, toiletry laundry and
cleaning reduction.

24. Impact of of a Lean Hotel
• As a result of applying lean, in less than one
year, your hotel’s service score can rise to
10 points up from the bottom half to the top
10 percent in its peer group.
• The improved operations not only positively
impacts hotel guests, it also impacts the
hotel’s bottom line through repeat customer
stays

25. Applying Lean to Hospitality
Value
Stream
Empowered
People
Value
Perfection
Flow &
Pull

26. Summary
• Change must be seen as a work process, as
a value stream of work that moves a
business organization from a wasteful
operating system to a more lean effective
one
• Waste must be eliminated from the change
process

27. EQ at the Workplace
What is Intelligence?
Multiple Intelligence
IQ vs EQ
and
How can you develop
your EQ skills to
perform better at
your workplace

28. What is Emotional Intelligence ? (EQ)
Wikipedia
Emotional intelligence
or (EQ) is the ability to
identify, assess, and
control the emotions of
oneself, of others, and
of groups.
Generally, it’s being able to correctly perceive
and respond appropriately to the underlying
emotions of the people you come in contact to.

29. EQ at the Workplace
Emotional Intelligence ,EQ is a
set of emotional and social skills
and competencies that influence
the way we perceive and
express ourselves;
This program explores how you can leverage EQ
competencies to enhance performance and
productivity in your organization.
develop and maintain social
relationships; cope with
challenges; and use the
information in emotions in
effective and meaningful ways.

30. EQ at the Workplace
What is Intelligence?

31. Definition of IntelligenceDefinition of Intelligence
The ability to learn or understand or to deal
with new or trying situations: the skilled
use of reason
1.The ability to learn
from experience.
2.The ability to adapt
to the surrounding
environment.

32. “Emotional Intelligence
refers to the capacity for
recognizing our own feelings
and those of others, for
motivating ourselves, and for
managing emotions well in
ourselves and our
relationships.”
Goleman (1995-2003) has popularized the concept
of emotional intelligence and formulated EI in terms
of a theory of job and work performance

33. EQ at the Workplace
How can you develop your EQ skills to
perform better at your workplace position?

34. How can you develop your EQ skills to
perform better at your workplace position?
1.Take initiative
2. Act as a team player
3. Be flexible
4. Communicate effectively

35. 1. Take Initiative: Demonstrate responsibility and
enthusiasm for your job by striving to go the extra mile.
Do tasks without being
asked by someone else.
Look around, This starts
by finishing work without
constant reminders from
your supervisor.
And if you are already in a leadership role, this means setting
the example what needs to be done, and do it. Be the owner

36. Be the Owner. This rarely goes unnoticed.
If a co-worker has a large project and you have
some time on your hands, volunteer to help.
Further, you could seek
more challenging work
and strive to develop
your technical skills and
do it.

37. Practice leading in small
group discussions by
asking your teammates
questions and bringing
quieter members into the
conversation.
2. Act as a team player: This means not only
being cooperative, but also displaying strong
leadership skills when necessary.

38. Be open and agreeable to
other people’s suggestions,
respect difference of opinions,
accept your mistakes, and
show empathy to others.
3. Be flexible: Employees who can adapt to any situation
are dependable no matter what is thrown at them.
Understand constraints and reasons why someone is unable to
stick to a plan and then work to create a new plan if necessary.
You do not want to be called a “stuck up” as a manager. Adopt
agile methods. Be prepared for any breakdowns.

39. Get to a discussion, write down the key points and send
them all over Email, so that people can sign off to what
was being said, and everyone is on the same page.
4. Communicate effectively: Communicate clearly through
written, oral, and nonverbal communication. Be concise
(straight to the point) instead of going in loops.
Articulate well, be a good
listener, and use
appropriate body
language at all times.

40. People with High EQ Know:
• Who they are
• What they need to do to
take care of themselves
• Who others are within
their own context
How they need to manage their impact on
others.

41. EQ is not…
• Letting your feelings run rampant
• Being nice regardless of what
happens to you
• Specific to gender or genetically
fixed
• IQ, knowledge or education based
• About anger management
EQ is being able to come into a relationship with your full self.
EQ is about managing emotions in the moment, not controlling.
Do you swallow your truth? Be able to speak your truth?

42. Sample Test Items:
I have good relations with others
I’m fun to be with
I like helping people
Rating Scale:
1 = Very Seldom or Not True of me
5 = Very Often True of Me or True of Me
WorkshopWorkshop
Bar On /EQ-iBar On /EQ-i

43. There’s No Crying in Baseball
How do you think the coach would score on his EQ
Assessment?
https://www.youtube.com/watch?v=6M8szlSa-8o

44. True influence can be seen in great leaders.
They represent a segment of the population who depends
that he or she will stand up for their rights, their beliefs and
their needs.
I like how Rick Warren used
a biblical example to explain
influence:
"The purpose of influence is
to 'speak up for those who
have no influence.' It's not
about you." (proverbs 31:18)

45. Influencing even when you do not have authority
Applying EQ to Address Your Workplace Challenges
With authority, you can simply “order” to do what you
want. That may not be the most effective leadership
strategy; you’ll get what you ask for.
First, respect other peoples opinions or thoughts.
Don't tell people they are wrong.
Be more inclusive, less divisive.
Be conversational, not argumentative.
 Listen more, talk less.

46. In addition, keeping an open mind and being curious
about the possibilities that change promises, being
flexible, staying motivated, and having a sense
of humor will buoy your resiliency and help you persevere.
Keep things in perspective and practice the 5 Ps
-Patience,
-Persistence,
-Practical,
-Positive , and have a
-Purpose.

47. Setting Clear Action Plans for Ongoing EQ Engagement
•Empathy
•Self Control
•Self Confidence
------------------------------------
•Developing Others
•Holding People Accountable
•Team Leadership
-------------------------------------
•Results Orientation
•Initiative
•Problem Solving
-------------------------------------
•Influencing Others
•Fostering Teamwork
Manager Model

48. Effects of Intelligence (EI) on Career SuccessEffects of Intelligence (EI) on Career Success
High IQ & EI
CAREER
ADVANCEMENT
High IQ low EI
CAREER
DERAILMENT

49. Be Blessed!