Discussion on Walking The Thin Line Between Excellence And Mediocrity

	Walking The Thin Line Between Excellence And Mediocrity - By Doug Kennedy

It's Also About the Money

Mr. Kennedy: Your article ("Walking the Thin Line...") focused on management's responsibilities - but please add one more. Management and ownership must decide to invest in quality as you mentioned, but please include therein buying into top-notch talent. And that costs money - money that many of today's hospitality bean-counters are loath to spend.
It's self-defeating to hire someone whose idea of excellent dining is being asked "Do you want to supersize that?" Training costs to raise this person's appreciation and understanding of excellent service will be overly expensive. Ditto with other departments - such as housekeeping - whose image and presitge - and consequent runover rate - is not always the best. It amazes me that many owners will pride themselves in driving nothing less than the equivalent of a Mercedes, but pay their most important business generating asset - their employees - Volkswagon-level wages (and often little or no benefits). It's simple - you can't provide Mercedes-level service on a Volkswagon-level budget.
I'd be interested in your assessment/response.

2007-05-09 Joe Gravish

Quality of Guest service and satisfaction'

It is the most important in our hospitality industry, because we need to do win to win situation. As non decide yet FIT' free individual traveller upon come through from our door to lobby then enquire to reception - front line represent staff, in this during a few second, FIT guest can decide how is our hotel, environment, can guess our services, even eyes he or she can know because of all of us are human being, personlize services starting from our heart and eyes is our window of mind. If we have experience from our heart of services automactically our brain will be followed, it is our result. In our mind we need to fullfill of clear mind, willing to care, positively persuesive of our hotel rooms and outlets, verbally we can explain and smile with from our heart, this is more effectiveness of our method of hospitality mind set, and our service is intengible. FIT guest will be decided for check-in on sharp. It is definitely from my experiences. On the other hand we will be more care about our service sequence operation daily check list and we have to motivate to our valuable staff and approach to them personally, how are they, how is their feel, as like as we have to oberserve our in house guest as guest questionnaire, comments, and prompt service effectively.

I would like to say thank you for your mentioned effecient article and only from my view and l'll like to share only segment from my real experience.

Thank you for your kind consideration.

With kind regards,

Honey Thazin Aung
Director of Human Resources
Dusit Inya Lake Resort, 37 Kaba Aye Pagoda Road,Yangon, Myanmar
Phone +95 (1) 662866| Fax +95 (1) 665537| E-mail honey.ta@dusit.com|
www.dusit.com or www.globalhotelalliance.com

2007-10-30 Honey Thazin Aung

Great point about investing in talent

Hello Joe.

Thanks so much noticing my article and for taking time to send your comments. I actually thing you brought of a great point about investing in the human capital as well. It should have been on my list for that article.

I've seen firsthand the results when companies decide to be the market leaders in wages and especially work environment and benefits, and the results they achieve from having superior talent, especially at the frontline level.

Thanks again for your note and I hope you continue to read my future articles.

Doug

2007-10-31 Doug Kennedy

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