Hospitality Learning Online is a learning platform for Hospitality Professionals. Trainings, interactive material,videos and everything hotel related.
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Phrases for Business Emails and Letters If you ever struggle with finding right words when writing emails you'll want to watch this video to add these phrases to your vocabulary For more Hospitalit...
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Food Cost Everything you need to KNOW Food Cost explained in 5 minutes! Everything you need to know, as well as best tricks, improvement methods and calculating techniques!Learn how to reduce fo...
04/13/2020
Have you ever thought with how many rules, regulations you come across everyday as a Hotelier?⠀
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To begin with,as a Hotelier, you owe Duty of Care to your Guests and there is a lot involved in this one. ⠀
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In addition, hiring, firing, fair compensation, harassment free environment and fair practices to all your employees is a must for a workplace.⠀
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Add to it your Food and Beverage facilities, serving food and selling alcohol is a serious responsibility regulated by local municipalities and government.⠀
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Vendors, Contracts and Agreements with all third party vendors is another area that is involved⠀
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Which area you would like to learn more about?⠀
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@ Chicago, Illinois
02/21/2020
Many years ago, when I took over Rooms Executive position at one of the California located Hotels. I had an experience discovering what truly Hotel Guest want?⠀⠀
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This was a Red Zone property, if you don’t know what it means –it is pretty scary thing. This means property hasn’t been performing well on Guest Satisfaction scores and has been placed in Red Zone by Brand.⠀
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First thing General Manager told me is do what you need to do to get the scores up. ⠀⠀
I pretty much had an unlimited budget and abilities to do what I wanted. ⠀⠀
But, I really did want to take any action right away until I researched and found out what were the biggest detractors for the service. ⠀⠀
Well, with General Manager pushing so hard for the action it was not much possible. ⠀⠀
The suggestion was to greet every Elite member with Welcome Amenity. So we did! ⠀⠀
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We created Welcome Amenity based on information we had on file for a guest. During a weekday we would send 30-50 amenities a day! That is a lot of work and expense! ⠀⠀
We did this for consecutive 3 month. ⠀⠀
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Guess how did this impact our Guest Satisfaction and How many surveys mentioned Welcome Amenity?⠀⠀
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The answer is ONE. I received one survey that mentioned amenity upon arrival. ⠀⠀
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The thing here is that you can’t mess up on basic expectations and recover it with something different.⠀⠀
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Basic expectations must be met before putting cherry on the top, otherwise cherry is meaningless.⠀⠀
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You can’t have a dirty hotel, rude employees and aim for a great guest feedback by providing an amenity…⠀⠀
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@ Chicago, Illinois
02/19/2020
Chicago, Illinois
02/18/2020
I just returned from an out of country trip where I stayed in an all-inclusive resort.⠀
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I was amazed by overall experience, and the point here is not the ocean, newly renovated and redesigned hotel or service. ⠀
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Yes, it is about service. But service in a completely different format. ⠀
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Every person that I encountered within this property was amazing!⠀
Yes they did the exactly same thing as other people do in the hotels, they were polite, they went above and beyond, they were accommodating, but one thing set them apart. ⠀
The way they did it! ⠀
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The natural, genuine, authentic desire to respond to someone else’s needs is what truly makes a good Hotelier.⠀
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How many times it happened when you asked a hotel employee a question and response was ? “Oh, I don’t know, THEY have decided this and that, THEY are doing it or MANAGEMENT has made this decision” ⠀
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The truth is, in an environment where associates feel PRIDE in what they do, they never use words “THEY, it is always US, WE, OUR PROPERTY” ⠀
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@ Chicago, Illinois
02/06/2020
When words are extra.....⠀
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hotelierlifestyle ⠀
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@ Chicago Downtown
02/04/2020
There are so many expenses that are part of the doing business that can truly impact of what you take home. ⠀
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Just to name a few:⠀
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Commissions⠀
Credit Card Fees⠀
Loyalty and Franchise fee⠀
Contract Labor that is in current labor market makes a huge impact⠀
Rental equipment and furniture⠀
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What is your biggest expense and how do you recommend minimizing it?⠀
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hotelierlifestyle ⠀
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@ Chicago, Illinois
01/31/2020
It was the first year of my hospitality internship. Full of energy and thirsty for knowledge I was intern at front office department in full service property. Day was just like any other until it wasn’t…⠀
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Very quickly our almost empty lobby and low occupancy numbers started changing concurrently. Suddenly travelers that departed in the morning were returning, local residents were arriving to register and arrival numbers were raising. Unexpected temperature warming in the middle of February made an impact. It was a flood. Many homes in the area were flooded forcing resident to leave their houses, roads were closing making it impossible for travelers to reach to the airport. Within matter of few hours lobby was packed. Long lines were forming at the front desk.⠀
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It was 16 hour workday, I was leaving property that day and looking back at what we accomplished I realized that career that I chose is not a lodging industry. Since that day, many years have passed. I was in a few other situations that involved hurricanes, tornadoes and floods. It was during this time when I realized, we were not just a hotel, we were not a lodging business. We were a place where people felt safe, found home, shelter and food. And for those guests that were not able to return home because they lost their houses, for those guests that lived in the hotel for almost a year, we became a family…... and they became part of our family.⠀
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What is your Hospitality Moment?⠀
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01/29/2020
01/28/2020
Hello Hoteliers,⠀
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Often, when I speak with my friends or socialize with others and learn about what they do, I am being reminded how my business differs from others. ⠀
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While there are good days and bad days I am so happy to be part of this industry.⠀
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What is your favorite thing?⠀
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