Year: 2009
Author: Enda Larkin
Genre: Teaching aid
Publisher: How to books Ltd.
ISBN: 978 1 84803 354 2
English language
Format: PDF
Number of Pages: 272
This opus of Mr. Larkin is aimed at both professionals in the hotel industry and those who make the first steps in this business. The author paid great attention to the details that remain unnoticed for the teachers of Russian universities who train specialists in hotel business.
Acknowledgements xi
Foreword xiii
Preface xv
Introduction xvii
Towards excellence xvii
Think, do, review xix
Theme 1 – Define Direction 1
Chapter 1 – What is a strategic map and how can it help you to
achieve excellence? 5
What does having a strategic map actually involve? 6
Elements of a strategic map 8
Dispelling the strategic myths 9
Considering the realities 10
Summary 11
Chapter 2 – How can you create a strategic map for your hotel? 12
Creating your strategic map 12
Where are we now? 13
Where do we want to be? Big picture thinking 16
Living your vision and mission 21
How will we get there? 25
From strategies to annual plans 28
Summary 33
Chapter 3 – How can you measure the impact of your strategic
map over time? 34
How will we know we are getting there? 34
Define the results you want to achieve 35
Take action to achieve the results you want 36
Consider how you will measure progress 37
Measure progress at defined intervals 40
Analyse the results and make improvements 40
Summary 41
Theme 2 – Lead to Succeed 43
Chapter 4 – What does leading people actually involve? 47
Balancing the human equation 48
What’s the difference between leading and managing? 49
Leaders are different, but still human 51
Summary 52
Chapter 5 – How can you improve leadership effectiveness at
your hotel? 53
Here’s what not to do . . . 53
Creating a context for leadership at the hotel 54
Defining a leadership competence model 56
Improving individual and collective leadership performance 56
What makes a great leader? 57
Core leadership competences 63
Mastering the art of communication 64
Leading with style 70
Summary 74
Chapter 6 – How can you measure leadership effectiveness over time? 75
Continually improving leadership effectiveness 75
Define the results you want to achieve 76
Take action to achieve the results you want 76
Consider how you will measure progress 78
Measure progress at defined intervals 81
Analyse the results and make improvements 82
Summary 82
Theme 3 – Engage Your Employees 83
Chapter 7 – What does engaging your employees actually involve? 87
The twelve factors of employee engagement 87
Leadership, leadership, leadership 89
The link between culture and engagement 89
The impact of team composition 90
Clarity facilitates engagement 91
Competence supports engagement 91
Engagement and cooperation are interdependent 92
Control and engagement are not enemies 93
Effective communication builds engagement 94
More challenged means more engaged 94
Conflict and engagement are linked 95
Compensation influences engagement 95
Change is a factor in engagement 96
Summary 96
Chapter 8 – What can you do to more fully engage your employees? 98
How does effective leadership help? 99
How can you impact the culture in your hotel? 100
How can you manage the composition of your team? 104
How can you provide clarity for your employees? 110
How can you build the competence of your employees? 112
What can you do to increase cooperation between employees? 115
How can you address the control issue? 116
What can you do to improve communication at the hotel? 117
How can you make work more challenging? 120
How can you ensure that conflict doesn’t affect engagement? 121
How can you address the compensation issue to raise engagement levels? 122
How can you manage change to increase engagement? 124
Summary 125
Chapter 9 – How can you measure employee engagement levels
over time? 126
Measuring employee engagement levels 126
Define the results you want to achieve 127
Take action to achieve the results you want 128
Consider how you will measure progress 128
Measure progress at defined intervals 130
Analyse the results and make improvements 131
Summary 131
Theme 4 – Captivate Your Customers 133
Chapter 10 – What is ServicePlusOne and why is it important? 137
Going back to basics 137
Understanding the risk factor 141
What is ServicePlusOne (S1) 141
Towards S1 147
Summary 148
Chapter 11 – How can you attain ServicePlusOne at your hotel? 149
Laying the foundations for S1 149
The challenge of the experience web 151
The route to achieving S1 152
What are your customers’ common and specific expectations? 153
Building a better customer experience 156
Raising your game to reach S1 165
Summary 167
Chapter 12 – How can you measure the impact of ServicePlusOne
over time? 168
Measuring the impact of S1 168
Define the results you want to achieve 169
Take action to achieve the results you want 171
Consider how you will measure progress 171
Measure progress at defined intervals 176
Analyse the results and make improvements 177
Summary 177
Make It Happen 179
Introduction 180
Theme 1 – Define Direction 181
Key messages from Theme 1: 181
Moving forward with Theme 1 – Action Checklist 183
Reviewing progress under Theme 1 – Diagnostic 185
Theme 2 – Lead to Succeed 187
Key messages from Theme 2: 187
Moving forward with Theme 2 – Action Checklist 189
Reviewing progress under Theme 2 – Diagnostic 191
Theme 3 – Engage Your Employees 193
Key messages from Theme 3: 193
Moving forward with Theme 3 – Action Checklist 195
Reviewing progress under Theme 3 – Diagnostic 197
Theme 4 – Captivate Your Customers 199
Key messages from Theme 4: 199
Moving forward with Theme 4 – Action Checklist 201
Reviewing progress under Theme 4 – Diagnostic 203
Looking ahead 205
Tools and Resources 207
Tools and Resources 208
Theme 1 – Planning Template 209
Theme 2 – Leadership Profile Self-Assessment 210
Theme 2 – Communication Skills Self-Assessment 211
Theme 2 – Leadership Style Self-Assessment 212
Theme 3 – Suggested Interview Plan 213
Theme 3 – Sample Interview Evaluation Form 214
Theme 3 – Suggested Format for an Appraisal Discussion 215
Theme 3 – Sample Employee Appraisal Criteria and Evaluation Form 217
Theme 3 – Suggested Structure for an Effective Meeting 218
Theme 3 – Sample Ideas Generation Form 220
Theme 3 – Sample Employee Engagement Survey 221
Theme 4 – Common Customer Expectations Across the Experience
Web 223
Theme 4 – Sample Mystery Guest Survey Template 230
Theme 4 – Sample Criteria for Integrating into Customer Feedback
Surveys 241
Index 245
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