In doing research for my articles that I write, I decided to write down the different definitions that we in the hospitality industry use on a daily basis, even though we may not be aware of them. Some I had used in previous articles, and others I had looked up in the glossary of hospitality definitions. These definitions are important because they define our industry. They also define who we are. If we worked by these definitions could we all accomplish what we set out to do? In looking over the meaning of each one I am reminded of how often I have actually used them in the day to day operations. Some are used every day without even thinking of them. I have posted these definitions on the hotels board so that all staff can see and read them as these definitions apply to the entire property. Even though the article makes reference to the ideal hotel manager, they can just as easily be the traits of any one of the staff of the property. In today’s market these traits have become essential to survival of any one given property.
Problem Solving - Resolves problems in a timely manner; Develops alternative solutions; Uses reason even when dealing with emotional situations.
Dependability - Whatever it takes attitude. Available to work long shifts to reach goals.
Customer Service - Responds promptly to customer issues; Responds immediately to requests for service and assistance.
Interpersonal - Maintains confidentiality.
Oral Communication - Responds well to questions; Demonstrates group presentation skills;
Team Work - Constantly building a positive team spirit.
Written Communication - Writes clearly and effectively; Able to read and interpret written information.
Delegation - Delegates work assignments; Provides recognition for results.
Managing People - Approachable and available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth.
Improves processes, products and services; continually works to improve supervisory skills.
Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
Business Knowledge - Understands business implications of decisions; Demonstrates knowledge of market and competition
F&B Experience - Must have complete knowledge and understanding of food and beverage
Diversity - Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment.
Organizational Support - Follows policies and procedures.
Adaptability - Adapts to changes in the work environment; Manages competing demands; Able to deal with frequent change, delays, or unexpected events.
Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
Initiative - Self-starter and drives for success.
Innovation - Generates suggestions for improving work; Develops innovative approaches and ideas.
Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Includes appropriate people in decision-making process.
Planning/Organizing - Prioritizes and plans work activities.
Professionalism - Treats others with respect and consideration regardless of their status or position.
Quality - Looks for ways to improve and promote quality. You must inspect what you expect.
Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
Remember to read them and if you can follow them, (perhaps) things might change.
About the Author
Alan Campbell has been in Las Vegas for over 30 years and has worked for the major strip hotels. He has spent some time in California, Los Angeles where he worked for the Radisson and Sheraton hotels. Alan considers the hospitality industry the best job in the world - it is the only place that both kings and Paupers will visit you.