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Adaptability In The Hospitality Business

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Adaptability In The Hospitality Business

  1. 1. Adaptability in the Hospitality Business Belgrade, September, 2009
  2. 2. What is Hospitality Business? <ul><li>Why is it so specific? </li></ul><ul><li>What type of people can work in this business? </li></ul><ul><li>What skills do you need to have? </li></ul><ul><li>Is it a competitive business? </li></ul><ul><li>What is it all about?! </li></ul>
  3. 3. Why is it so specific? <ul><li>Hotel Management school / University degree </li></ul><ul><li>Switzerland, Holland, USA etc. </li></ul><ul><li>Tough criteria for admission </li></ul><ul><li>Very expensive schooling </li></ul><ul><li>Not very competitive in terms of pay </li></ul><ul><li>Long working hours, requires sacrifices </li></ul><ul><li>Human relations oriented </li></ul><ul><li>Fully accountable for results </li></ul><ul><li>Very stressful </li></ul>
  4. 4. What type of people can work in this business? <ul><li>Good communicators / speakers and listeners </li></ul><ul><li>Well traveled, broad knowledge </li></ul><ul><li>Those who like working with people </li></ul><ul><li>Dedicated and committed individuals </li></ul><ul><li>Those who can take pressure and do several things at a time </li></ul><ul><li>Those who don’t consider this to be a job, but rather a way of life! </li></ul>
  5. 5. Skills Required <ul><li>Communication / negotiation skills </li></ul><ul><li>General Knowledge </li></ul><ul><li>People skills / managing people </li></ul><ul><li>Organizational skills </li></ul><ul><li>Setting priorities </li></ul><ul><li>Working under pressure </li></ul><ul><li>Managing a business </li></ul><ul><li>Focus on quality </li></ul><ul><li>Be a team player </li></ul>
  6. 6. Communication is the key! <ul><li>We communicate with all layers of society </li></ul><ul><li>Customers – corporate, government, diplomats, travel agents, sportsmen, criminals etc. </li></ul><ul><li>Employees – different departments, different level of education </li></ul><ul><li>Owners – different origins, ethnicity, culture </li></ul><ul><li>Colleagues in corporate offices – deal with corporate politics </li></ul>
  7. 7. Adaptability <ul><li>You have to be like a CAMELEON </li></ul><ul><li>Adapt communication styles to different individuals in order to make sure that the message gets through </li></ul><ul><li>Be a master in written, visual, and verbal communication </li></ul><ul><li>“ A hotel manager is like a juggler” </li></ul>
  8. 8. Is it a competitive business? <ul><li>Numerous hotel chains </li></ul><ul><li>Hotels in similar locations </li></ul><ul><li>Similar physical products </li></ul><ul><li>Similar services and facilities </li></ul><ul><li>Similar power of the brand </li></ul><ul><li>Similar guest recognition programs </li></ul><ul><li>So why do some hotels do better than others? </li></ul>
  9. 9. Where is the competitive advantage? <ul><li>With the individual / employee </li></ul><ul><li>Personalized service </li></ul><ul><li>Exceeding guest expectations </li></ul><ul><li>Everybody likes to feel special </li></ul><ul><li>People are creatures of habit </li></ul>
  10. 10. How do we manage to achieve that competitive edge? <ul><li>By focusing on the individual (customer and employee) </li></ul><ul><li>Guest history / likes and dislikes </li></ul><ul><li>Database marketing / relevant messages </li></ul><ul><li>Global sharing of information / personalized service </li></ul><ul><li>Personal contacts / devote time to guests </li></ul><ul><li>Successful complaints handling </li></ul><ul><li>Market knowledge (client, product, competition, specific market knowledge) </li></ul><ul><li>Round the clock training </li></ul>
  11. 11. How do we benefit? <ul><li>Develop communication skills and styles </li></ul><ul><li>Adapt to different countries, cultures, customs, ethnic groups, mentality, etc. </li></ul><ul><li>Develop human relation skills by dealing with different industry sectors and levels of society </li></ul><ul><li>Learn to work under stress </li></ul><ul><li>Obtain a broad view of life </li></ul><ul><li>Become a better, more tolerant and more understanding human being </li></ul>
  12. 12. <ul><li>Questions ? </li></ul>

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