Ordinary vs. Expected vs. Exceptional

Ordinary is all around you Ordinary is doing the bare minimum, simply surviving – or ‘getting by’.  Recently, I was talking with a religious leader – someone who runs a congregation. He made it clear, in our brief conversation, that on many days it’s just a job. A job like any other, you show up, you go through the motions, and you get paid. The reason I found this disturbing is that I think spiritual work should be real, not faked. Ask yourself: How often do you find yourself going through the motions? How content are you to be ordinary? … Continue reading

Share

Surviving open plan working

Imagine you are having a great day, you’re feeling positive and productive – the sun is shining through the window, you are whizzing through your emails, tasks are being completed, you share a joke with your colleague sitting beside you, a cup of tea and ideas with your boss opposite.  Then comes one of those bad days, when you didn’t get enough sleep, the phone doesn’t stop ringing, the paperwork is mounting up and you want to kill your otherwise lovely colleague beside you for pressing the keyboard so loudly! Can’t people see you are busy?  Ah, the joys of … Continue reading

Share

The art of handling complaints

Most people usually go into the hospitality and/or service industry because they generally enjoy meeting new people, creating relationships and making people happy. The well-known hospitality person is the one that feels rewarded by delivering excellent service and seeing a delighted guest. When we enter this business, however, nobody warns us that a significant proportion of our time will be spent not with delighted smiling guests, but trying to resolve problems and issues for unhappy ones.  As it’s National Smile Month, here are our solutions for turning an unhappy guest into a forever grateful, loyal and happy one. Here are … Continue reading

Share

Monkey management – helping you to help your team manage their own problems

Have you ever had a member of your team approach you with a problem with one of his/her colleagues and ask for your help? As a manager, you have a number of choices. Which is the right choice for you, for the supervisor, and for problematic employee? In a classic article in the Harvard Business Review in 1974, authors William Oncken, Jr, and Donald L. Wass offer a theoretical framework for seeing this situation in its true light and making the right decision. In the article “Who’s Got the Monkey?” the authors tell the tale of an overburdened manager who … Continue reading

Share

Harvesting your team’s creativity

This week is International Ideas Week, where organisations are encouraged to focus on creativity and innovation, understand that they have a vast untapped resource of creative ideas, and implement programmes to harvest employees’ ideas and turn creative thought into innovation.  Here we offer some tips on how to encourage your teams to tap into their creativity. Einstein said, “Every child is born a genius.” In most cases, the reason why most people do not function at genius levels is because they are not aware of how creative and clever they really are. We could call this the ’Body Builder effect’.  … Continue reading

Share

Making a great first impression – lessons for front of house

Have you ever stopped to think about how other people see you when they meet you for the first time? It is thought that a first impression can be made within as little as three seconds.  With such a limited amount of time, how much can we really do to influence it? Another thing to consider when meeting someone for the first time, including your guests, is their expectations. Guests and callers will come to you with a pre-formed first impression, due to their expectations of the organisation that they’re visiting, the building, or the service provided. Every day, we … Continue reading

Share