Hospitality Maldives, Issue 27


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Our CEO's series of articles on LinkedIn for hoteliers ("So you're a hotelier on LinkedIn") was picked up by Hospitality Maldives. View the entire magazine online at

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Hospitality Maldives, Issue 27

  2. 2. HOSPITALITY MALDIVES ISSUE 27 003 Disclaimer No parts of this magazine or its content (photographs, articles or parts thereof, design, layout) may be reproduced without the consent of the respective owner. Beyond Hospitality Pvt. Ltd. or any of its associates cannot be held responsible for the misuse of the information and intellectual property provided in this magazine. Opinions expressed in this magazine are those of the writers and not necessarily endorsed by the publisher. Publisher Beyond Hospitality Pvt. Ltd. M. Bageechaa Keneree Magu 20191 Male’ Republic of Maldives Managing Editor David Kotthoff MIH MHS Advertising Hassan Hisham Design & Layout Ahmed Ansam Hawwa Sithna Print Novelty Printers & Publishers Pvt. Ltd. Contributors Anantara Resorts Banyan Tree Hotels & Resorts Beach House Maldives Bert Van Walbeek Daydots Doug Kennedy Dr Rick Johnson Enda Larkin Hassan Haneez Jorely Mathew Josiah Mackenzie Jumeirah Hotels & Resorts Lina Atkinson Martin Kubler Michael Saxon MNCCI Neil Salerno Osvaldo Torres Cruz Praveenkumar M.V. Gupta Ron Kaufman Salaam School Six Senses Resorts & Spas Soneva Fushi Starwood Hotels & Resorts Steve Curtin The Hamister Group The National Learning Institute Thomas Pickard The Cover offering an unrivalled new resort experience for discerning travellers. Located on the pristine, lagoon- ringed northern Haa Alifu Atoll the 35 acre island’s powder-white beaches are complemented with an islands are perfect for chilled out ‘Four Poster Bed’ parties or private picnics, whilst the nearby Utheem Island, home to a Sultan’s Palace, ensures there is a wealth of possibility to explore the traditions and virgin beauty of the Maldives. Read more on page 39… impre ssum impre ssum
  4. 4. HOSPITALITY MALDIVES ISSUE 27 con tents 005 From The Eyes If A Hotel Butler: Guests That Attract Other Guests Service That Sticks How Can You Turn An Upset Guest Into A Fan Of Your Hotel? 130 Marketing Ideas For 2010 The Importance Of New Employee Training Management Training What is Executive Coaching? The New Reality Of Facebook Marketing General Managers Are From Mars And Guests Are From Venus Would You Eat It? Firing Someone: The Painless Process It’s Time To Seek Advice From A Hotel Internet Specialist When.. Chef’s Tales: PR Playoffs Strategic Plans: Make Them Work Make You Staff Suggestion Scheme Make More Sense Last Words Getting The Best From Your Employees Do As I Say No Honey, No Money, No Guests Say The Magic Words Overcoming The ‘All They Want To Hear Is Rate’ Mentality So You’re A Hotelier On LinkedIn (Part1) So You’re A Hotelier On LinkedIn (Part1) Train Your Hotel Team To Say This, Not That con tents 010 014 016 020 025 028 036 040 044 046 050 052 056 058 062 066 068 072 076 078 084 088 092 094
  5. 5. 052 ISSUE 27 I have been using LinkedIn for a year and increases steadily. I actually signed up to LinkedIn before joining any other “social media-esque” sites and it is still a site I check on an almost daily basis. As with many other social media sites, the the way you use LinkedIn, determines what you get out of it. LinkedIn is an extremely powerful tool, covers a wide variety of industries and currently has over 40 million members – that’s a lot of potential guests, suppliers, mentors, etc. So you’re an hotelier and are toying with the idea to sign up to LinkedIn or have recently joined the site but are still unsure how to use it effectively. Here are a few tips and tricks I collected over the past month that should help you to get the best out of LinkedIn – not all the points are particular to hoteliers, so non-hoteliers feel free to read on… Signing up to LinkedIn: Registering with LinkedIn is very quick and straightforward. Just go to www.linkedin. your details and off you go. depending on your privacy settings, other details will be visible to an awful lot of people, I think it makes sense to spend a couple of seconds double-checking that the information you enter is spelling mistake free and properly presented. SO YOU RE A HOTELIER ON LINKEDIN (PART 1)
  6. 6. HOSPITALITY MALDIVES ISSUE 27 053 You can, of course, correct most things later, but I think it’s worth getting it right wEIrDo cAPTITAlIsAtIoN, e.g. names or job titles written entirely in CAPITALS Strangepunc.tuation–surelyyourname is, for example, “Albert Dumbledore” and not “Albert. Dumbledore.” or “Albert Dumbledore..” Spelling mistakes in job titles – What does being seemingly unable to spell your job title correctly say about your work, I wonder? network - the basics: recommend having a quick read through LinkedIn’s own “Ten Tips on Building a information. Don’t feel like you’ve got to do all of it at once – I suggest you start with the basics and focus on the following sections: persona. Don’t necessarily upload your CV picture, but make sure that the picture you use allows your connections to imagine you in your professional setting. People often compare online networking to attending a real life cocktail party - you wouldn’t walk into a cocktail party wearing pyjamas… Current & past positions: In chronological order, list your current and past positions. For the beginning, title, hotel/company name and the time you served for each position. I’ll related posts. Education: Again in chronological order, list the universities and schools you attended. Additional Information: Here’s your chance to add links to your company, your own website, your blog or indeed any other website you feel your connections might be interested in. You can also add additional information regarding any training courses you took part in, awards you or your hotel has won or anything else related to your professional life and, of course, you can list your hobbies and details of memberships in professional organisations, clubs or societies. and can start making connections. There are various ways of making connections If you are using Outlook, either at work or at home, consider downloading the LinkedIn Outlook toolbar – a similar tool also exists for Lotus Notes users. Once installed, these handy widgets will tell you who in your address book is already a LinkedIn member and allow you to connect with them at the click of a button. You’ll also be able to access a variety of other useful LinkedIn services directly from your email client. You can also import connections from your webmail or other email clients’ address books and LinkedIn will show you who in your address book is already registered on LinkedIn, so you can send them an invitation to connect. Be careful when “mass importing” and inviting people from your email address book – if, for example, you have your friend’s name saved as “My old chum Brian” in your email address book and you invite him to join LinkedIn and he accepts the invitation then “My old friend Brian” is what Brian will turn up as in your LinkedIn connections list until you manually correct it. Occasionally, this leads to some amusingly (and some embarrassingly) named users being added to LinkedIn users’ connection lists. Personally, I do not like inviting people en masse and I prefer to send out individual invites, thus growing my network slowly and steadily. This approach should also avoid too many of the invited users clicking the dreaded “I don’t know”-button – at the bottom of every LinkedIn connection request a user receives are three buttons labelled “Accept”, “I don’t know this obvious, but there’s some confusion in regards to the other two. Basically, clicking “Archive” will simply archive the invitation without telling the person who invited you that you have done so (there is no option to delete invitations or messages on LinkedIn, so archiving is the only way to get them out of your LinkedIn inbox) – clicking “I don’t know this user” will do the same, but the person who sent you the invitation will receive an invisible “black mark” and if too many people click “I don’t know this user” as a response to your invitations, you will temporarily lose the right to send out further invitations. When inviting other LinkedIn users to connect, it is generally good form to customize your invitations accordingly so that they know why you want to connect with them. Try and build your network strategically – just think of it as working towards achieving the optimum occupancy mix in a hotel. Start by maybe inviting some of your colleagues from your current job or previous companies you worked for, then add some business partners, suppliers and other people you are dealing with frequently – let your network evolve naturally and don’t feel like you need to achieve the world record for the highest number of connections in the shortest space of time. Martin Kubler is an innovative, resourceful and enthusiastic international hospitality professional with operations management properties in Europe and the Middle East. Martin is currently working at the Bonnington Jumeirah Lakes Towers as Director of Operations.
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  9. 9. ISSUE 27 HOSPITALITY MALDIVES056 Fine-tuning your account settings: The “Account & Settings” screen, which is accessible from the top right-hand corner of your LinkedIn homepage, provides a useful: By default, all your LinkedIn connections can see your LinkedIn users and search engines can on or off. I do not see why you would want to switch it off completely – after all, networking is about being visible, option also allows you to decide which want to make public and which you want to keep private. Should you decide to activate your A on LinkedIn and looks better in your email signature or on your business cards. Status Visibility, Member Feed Visibility and Twitter Settings: A while ago, LinkedIn introduced status update messages, similar to Facebook or Plaxo. The Status Visibility settings menu option allows you to select who will be able to see your status updates messages. Your choices are to display them to your direct connections only, to your entire network (direct connections and their connections), or to everybody. The Member Feed Visibility settings menu lets you do the same for your personal network feed, which is similar to the “News Feed” in Facebook, i.e. it displays network updates from actions you have performed on LinkedIn to your connections, your network, everybody or nobody at all. The Twitter Settings menu option lets you add one or more of your Twitter accounts. LinkedIn’s Twitter integration is very well done and lets you decide whether you want all your tweets displayed as LinkedIn status tagged with the #li hashtag. To keep within LinkedIn’s business networking theme, I prefer to only share business related tweets there’s Twitter proper or Facebook. Contact Settings: The Contact Settings option together with the other menu options available in LinkedIn’s Settings menu, allows you LinkedIn and in what manner. In the what type of opportunities you are interested in, e.g. career opportunities, business deals, etc. To get the most out of LinkedIn, I suggest that you do not restrict your contact settings too much, though you may want to to ensure you do not receive too many emails from your LinkedIn connections per day. Network Updates: This submenu lets you decide what you want to be LinkedIn connections’ activities – you can adjust the settings for a variety of activities and only select the ones you genuinely want to read about on your LinkedIn home-screen. Email Addresses: I recommend adding all your active email addresses – this will make it much easier for you. Connections Browse: You can decide whether you would like all your connections on LinkedIn to be able to see who you are connected to or not. By default, you connections will always be able to see the details of all shared connections, i.e. LinkedIn users you both are connected to. I prefer to show my connection list to my network – my network is hand built and I am proud to be connected to a large variety of different people. I am happy to act as a facilitator and introduce people to each other, so it makes sense to let my connections see who else I am connected to. Photos: Unlike Facebook, LinkedIn lets you know who has viewed your three settings when it comes to what traces you leave when viewing other your full name and headline, only “Someone in the managerial function in the hospitality industry in the United Arab Emirates”), or you can decide not to show other users that you have LinkedIn’s default setting is to only show be extremely helpful; for example, it allows you to follow up with people who have SO YOU RE A HOTELIER ON LINKEDIN (PART 2)
  10. 10. HOSPITALITY MALDIVES ISSUE 27 057 Martin Kubler is an innovative, resourceful and enthusiastic international hospitality professional with operations management - ties in Europe and the Middle East. Martin is currently working at the Bonnington Jumeirah Lakes Towers as Director of Operations. the last few days, you might decide to add him/her to your network on LinkedIn or drop him/her a quick note to see whether there is anything of interest out there. Other things you may want to give a try: There is a lot more to LinkedIn than what I have mentioned so far. You may want to join a group, for example. LinkedIn’s Group Directory lists a seemingly endless number of different groups, from networking groups to alumni and social groups. There are a lot of very good hospitality industry related groups – I recommend HoteLIers as a good starting point; it has a lot of members and is well moderated so spam postings are rare. LinkedIn groups are an excellent way to tap into new networks or to stay in touch with what is going on in the industry and they are also a good way to hear about job vacancies. It’s also worth checking out LinkedIn’s Answers, a depository of questions and answers spread across various categories. I have often found useful information in answers to questions from other LinkedIn users. Try and answer a couple of questions every now and again, too, but don’t just answer for the sake of answering, instead look at it as a way to “give back” to your industry and your connections. Posting a question yourself can quickly generate a good number of useful answers from within your network as well as from helpful in situations where I need a rough idea what other people think about a certain topic I’m currently working on, or when I’m stuck for ideas concerning solutions to problems I encounter at work. Don’t forget to “close” questions you asked and to rate the answers – others have spend time to supply you with, hopefully, useful answers and I think it’s only fair if you take the time to close your questions and rate the answers. Answering questions can earn you expertise – the user posting the question can select several “good” and one “best” answer from all the answers to his/her question and if your answer is selected as “good” or “best” you gain expertise points which show up in your winning answer. This is an excellent way to gain visibility on LinkedIn and can get you noticed by other potentially useful LinkedIn users.