How to run a Great Hotel - Presentation to Northern Ireland Hotels Federation
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Presentation of themes of excellence in hotels
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How to run a Great Hotel - Presentation to Northern Ireland Hotels Federation
- 1. Achieving Excellence in the Hotel Industry How to Run a Great Hotel Enda Larkin www.htc-consult.com
- 2. Focus of Today THEME 1 DEFINE DIRECTION What are you trying to achieve? Drivers of Excellence THEME 2 LEAD TO SUCCEED How effective is Leadership at all levels within your hotel? THEME 3 ENGAGE YOUR EMPLOYEES Are your employees fully engaged? THEME 4 CAPTIVATE YOUR CUSTOMERS Are you truly customer focused?
- 3. “Everything should be made as simple as possible, but not simpler.” Albert Einstein
- 5. Why Bother Striving for Excellence?
- 6. Impact of the Drive for Excellence One definitive study – presented by the British Quality Foundation - examined performance in nearly 600 award winning companies. Looked at a period from five years before achievement of an award to five years after the award was achieved.
- 7. British Quality Foundation - Research
- 8. THEME 1 DEFINE DIRECTION What are you trying to achieve?
- 11. Direction won’t cure all ills . . . But can make a massive difference The Shelbourne Hotel, Dublin Delphi Mountain Resort, Connemara
- 12. Basic Questions What How Who Why
- 13. Having a ‘Why’ - Foundation of Business Success Stakeholder Focused
- 15. The Strategic Map Stakeholder Focused How will we know we are getting there? How will we get there? Where do we want to be? Where are we Now? Current Position Vision & Mission Goals Strategy Annual Plan Measure Progress Continuous Improvement
- 16. Where are we now? Stakeholder Focused Where are we Now? Current Position
- 17. Where are we now? Means truly understanding your current position by conducting research and preparing a fact-based SWOT analysis: The current internal Strengths and Weaknesses of your hotel - which in essence helps you to answer where are we now? The Opportunities and Threats you face in the external business environment which will later influence how you answer where do we want to be?
- 18. Where do we want to be? Stakeholder Focused Where do we want to be? Where are we Now? Current Position Vision & Mission
- 19. Vision Vision To become the leading independent 4* hotel in London providing excellent products and services at reasonable prices to every customer, every time
- 20. Mission Mission Our customers are our priority and we will provide them with a quality experience which is second to none. We recognise the importance of our employees in achieving this and we will create a positive working environment which encourages their loyalty, commitment and hard work. We strive to be excellent leaders and will undertake all our business activities in an honest and ethical manner to provide a fair return on our investment
- 21. The Strategic Map Stakeholder Focused Where do we want to be? Where are we Now? Current Position Vision & Mission Goals
- 22. From Mission to Goals Mission Our customers are our priority and we will provide them with a quality experience which is second to none. Goals • To increase the number of repeat customers to 40% within three years • To increase Customer Satisfaction levels to 90% within two years • To continuously increase our scores on internal and external quality audits
- 23. From Mission to Goals Mission We recognise the importance of our employees in achieving this and we will create a positive working environment which encourages their loyalty, commitment and hard work. Goals • To reduce employee turnover to 20% within three years • To achieve an average rating of 75% from employee engagement surveys • To introduce a bonus scheme for all employees within three years
- 24. From Mission to Goals Mission We strive to be excellent leaders and will undertake all our business activities in an honest and ethical manner to provide a fair return on our investment Goals • To increase net profit to 15% of sales within two years • To increase RevPar by 5% annually • To increase restaurant throughput to 1500 covers per week within two years • To reduce labour costs to 40% within two years
- 25. The Strategic Map Stakeholder Focused How will we know we are getting there? How will we get there? Where do we want to be? Where are we Now? Current Position Vision & Mission Goals Strategy Annual Plan Measure Progress Continuous Improvement
- 26. Funnel Approach Vision Mission Goals Strategy Annual Plan Increasing the amount of detail at each level Results
- 27. THEME 2 LEAD TO SUCCEED How effective is Leadership at all levels within your hotel?
- 28. Leadership Concerns. . . Dimensions of Work The What The How The Who What you want to achieve Goals & Objectives Targets Plans Outcomes How the work is done Processes Procedures Who does the work Employees
- 29. The Human Equation The Who Engaged Employees Employees Lead to The How Productivity, efficiency and quality Processes Results in The What Outcomes Achieved & Satisfied Stakeholders Results Engaged employees deliver better results. Effective leadership engages employees!
- 30. The Great Debate - Lead or Manage? Manage Lead
- 31. Lead and Manage Engage Engaging People to ensure their commitment, competence and motivation (The Who) The ‘leading’ part Achieve Focusing on Process to ensure productivity, efficiency and quality, in order to achieve the Performance and results required (The What and How) The ‘managing’ part
- 32. Developing a Leadership Competence Model
- 33. Clarifying what your Leaders ‘Do’
- 34. Clarifying the ‘What’ – Process Mapping Monitor & Review Food & Beverage Service Effectiveness Ensure Full Legal Compliance Optimise use of IT Resources Manage Facilities Complete Financial Duties Manage HR Activities Manage the Quality of the Customer Experience Prepare for Service Support Marketing & Promotion Efforts Food & Beverage Service
- 35. Clarifying the ‘What’ – Process Mapping Gather Feedback according to agreed procedures Handle Billing & Payment Deliver high quality service (SOPs) Greeting & Seating (SOPs) Handling Reservations Manage the Quality of the Customer Experience Deal with complaints/problems (SOPs)
- 36. Clarifying what your Leaders must ‘Achieve’
- 37. Leadership Competence Model The What Possible Targets Expected Results – What they must Achieve Meet revenue targets Achieve cost percentages Increase customer satisfaction ratings for their area Lower employee turnover in their area Reduce number of accidents in their area Meet the requirements for training hours provided to staff Page 57
- 38. Leadership Competence Model The How Possible Criteria Expectations in relation to how the workload is managed Effectively plan and organise the workload in their department Manage resources to achieve the objectives agreed for their area Provide clear direction and guidance to their employees Ensure that work in their area is consistently carried out to the standard required Constantly strive to improve overall quality and promote continuous improvement in their area
- 39. Leadership Competence Model The Who Possible Criteria Expectations regarding how they lead (Engage) Demonstrate high levels of energy, enthusiasm and professionalism Show concern for their team members and interact with them in a positive manner Treat all team members equally and fairly Apply flexible leadership styles and regularly show an ability to adjust their approach to deal with different people and situations Communicate in a structured and effective manner with their team
- 40. THEME 3 ENGAGE YOUR EMPLOYEES Are your employees fully engaged?
- 41. Some Evidence Gallup Q 12 Survey The Three Types of Employees Engaged – employees work with passion and feel a profound connection to their company Not Engaged – employees are essentially ‘Checked Out’. Sleepwalking through their working day Actively Disengaged – employees aren’t just unhappy at work, they’re busy acting out their unhappiness 29% 55% 16%
- 42. Some Evidence CIPD Employee Engagement Survey Actively Engaged Moderately Engaged Actively Disengaged 35% 57% 8%
- 43. CIPD Survey Only 37% of employees had confidence in their senior management team Only 34% trusted their senior managers 42% didn’t feel they were kept well informed about what’s going on in their organization 30% indicate that their manager rarely or never gives feedback on their performance 25% felt completely undervalued Only 50% of employees feel that their senior managers have a clear vision of where the organisation is going
- 44. Benefits of Employee Engagement - Towers Martin Research
- 45. Research Organisations with highly engaged employees achieve twice the annual net income of organisations whose employees lag on engagement. (Kenexa Research Institute - WorkTrends Report, 2008) Organisations with high levels of employee engagement have 2.6 times the earnings per share (EPS) growth rate compared to organizations with lower engagement in the same industry. (Gallup - Engagement Study) Highly engaged employees miss 20 percent fewer days of work and are almost 80 percent more likely to be top performers. (Towers Watson)
- 47. THEME 4 CAPTIVATE YOUR CUSTOMERS Are your truly customer focused?
- 48. Achieving Consistency (S) The Route to Service Excellence ExperienceExpectations Evaluation What are your customers’ common and specific expectations? How do you define them? Physical Products People Procedures How does the experience you offer rate against the quality continuum? Are you exceeding your customers’ expectations? How do you know?
- 50. Cultural Change Inconsistent Delivery Consistent Delivery Responsive Anticipative Low Quality High Quality Reactive Service Proactive Service Internal Focus Customer Focus Impersonal Personal Inefficient Efficient S-1 S S+1
- 51. Achieving S + 1 Adding value through providing +1s for customers. +1s may be relevant to physical, product, people or procedural elements within the customer experience. They can be designed to meet specific customer expectations identified from your interactions with your key customer groups. Most of the time though, the +1s are common sense and can be very simply applied, such as the little things that your employees say or do to make your customers feel special.
- 52. Thank You