Communication Between Staff And Management

S.O.P and Communication Within Resort Managment a Complete Guide

Communication Between Staff And Management

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Most Important thing to do as a manager...Don't Stress

Importance of Communication Skills

Not So Good Customer Service

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Nobleman, Marc Tyler

This is a perfect example of how you do not want to come across to your customers. You are the manager and you should show interest in their needs and wants. Never lie to a customer and say you have something you don't because then that customers opinion, in this case bad opinion, of your resort will end up hurting you. People will tell other people about their bad experience at YOUR resort. This is publicity you dont want. Negative publicity will kill your company, and one bad experience can change someones entire view on your establishment.

Hotel Creations

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Hotel Creations

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The Cost of Poor Communication

Companies are dedicated to earning money. Every company has their particular way of making money whether it is a restaurant selling food or a car dealership selling cars. Every company also has its costs in order to sell their particular item or service. Some costs include rent, and salary and wages. Most people do not realize if it is not used in the proper way communication can become a cost or an expense to a business.

Poor communication affects communication in many ways and the most significant consequence of miscommunication is the cost it can lead to. In a resort setting communication plays a significant role. For example, if a resort is planning an event and the client wishes to have pink flowers for decorations and the planner fails to communicate or miscommunicates this information with the florist, the resort will inquire a large cost for the flowers.

With the economy the way it is today there is no room for unnecessary costs. With an improvement of communication costs of operation will be reduced leading to a greater profit. If everybody did their part to improving communication especially in the workplace costs decline, increasing the ability for the economy to increase.

Managing Relationships With Local Enterprises

Having a good relationship with local businesses can help to maintain the sucess of your resort. For example, if you are a resort in the Orlando, Florida area you would have an intrest in having a good solid relationship with businesses such as Disney and Universal Studios. The relationship that you have with these businesses will in turn create business for you as well as business for them. To create a good relationship, communication through verbal and written forms are very important.

Being able to have good proffesional communication with these local entites, is where you can look to build a strong relationship. Having this relationship starts with you as the resort manager looking into how you can benefit there organiztion and how they can benefit you. In the business world, it is a two way street, if you help them they inturn will help you. With these relationships, the concierge department of your resort will prospur, as they will be able to better accomodate guests at these local business.

Proffesionalism is a must when working with these businesses. As much, as you are looking to create a good "friendly" business relationship, you must look to the best intrest of the business financially. There are many positive aspects to having good relationships, with local businesses. From being able to expand your concierge department to better accomodate your guests, to the local businesses recommending your resort to there patrons. This relationship can be very vital to your resort being successful. Remeber proffesionalism and respect when working with these organizations, weather it be verbal or writen communication.

Relationships Other Businesses for Success

Every business knows that in order to succeed in the world you have to,

• Keep costs to a minimum


• Increase revenue


• Keep a high reputation


• Retain an edge over the competition

Among these known essentials the true ability for these to be your goals you need a foundation. This foundation is derived from your relationships in which should grow to be a large as your business and beyond. Having more relationships than needed to survive is what allows the business to expand and become more profitable.

There are some attributes that need to be met on both parts of the relationship and both should portray the following,

• The relationship should be sustainable over a long-term period


• The relationship should be mutually beneficial to all parties involved


• Being commited to the success of the other


• Be able to contain quick and cost-effective dispute resolution mechanisms

Questions on how Trustworthy the other business along with your own in a relationship is just as important as making sure that you know the ability to keep one.

Questions could include:

• Does this business regard their business partners as trustworthy, ethical, loyal and dependable?


• Does my business do so?


• Are they coming through with their promises to other business relationships (do they keep their word)?


• What is there reputiation and how will it help benefit mine?


• Is the business fiscally sound in which they will be able to sustain the long-term relationship with my business and the community and there commitments to both?


• Does the business give back to those (the community) in which provide it with sucess?

RESPECT

People always speak about the proper ways to run a prestigious resort. We talk about the instances of certain circumstances coming up and handling that in a distinguished way. The issue that I have not spoken about and is probably the most important aspect of the resort is Respect. This is something that sometimes goes unspoken about and sometimes gets brushed away. Being in a prestigious position as a resort manager, one must always show respect to the guests and employees. This is a simple rule in management. If you respect the employees that work for you then the employees will feel needed and therefore respect the guests staying at the resort. Sometimes one must give respect to a lower status employee to gain respect from that person. The mind set that everyone is on the same level keeps a person from getting a power trip.We all know what it is like to work for someone that doesn't ever listen to your ideas and makes you feel that you are way below that person. The position of power cannot go to your head and make you get a power trip. Again I saw that this is all common sense stuff but it goes UN looked at more than people would guess. A person of authority must always have an open door policy. When I say this, I mean that the management must always be willing to hear new ideas from guests, employees and any other person that is involved in the resort. I sometimes let my head get kind of big when the pressure is on, this is when i have to sit back and have a reality check. The stress of your duties cannot be obvious for anyone else that is at the resort. It is very important to set one goal at a time so the stress level doesn't get out of hand. Stress and respect go hand in hand. No matter what the stress level is, a manager must resume respect to all employees and guests. I have learned some ways and basics about how to respect co workers and guests. It is my own little personal cheat sheet that i use when i get stressed out and find myself being hard to work with....

1. Have clear and defendable priorities. By being able to set your priorities, you are much more likely to achieve the most important items first. Also, being able to defend working on a priority, instead of working on a distraction, will allow you to accomplish more, in less time, and with less stress.
2. Have definite and defined short term, medium term, and long term goals. By being able to set specific deadlines for your goals, you can more easily decide the order in which your work needs to be done.
3. Have time in your schedule to handle stress. A good time management system will have gaps between appointments, and time allotted to pondering and thinking.
4. Have a tracking system for items you have delegated. Delegating work allows it to be done in parallel with what you are working on. So your efforts are doubled or tripled. You become more valuable by being able to get more accomplished.
5. Have time to rejuvenate. All your good intentions and skill aren't worth beans if you don't have the energy to accomplish them, Your time management system should have time built in to focus on yourself.

These are some very basic principles that a manager needs to assume when working with a high level of stress and wants to gain respect from employees. Hope everyone has a great week.

How Communication affects Business

Communication is a key factor is being successful in the business world. Resort managers must focus on communication in order to satisfy the needs of their customers. Customers communicate their needs within the resort and it is the responsibility of the employee to properly communicate those needs in order form them to be fulfilled.

In the event planning industry communication is what pulls an event together. If the client does not properly communication their needs and wishes it becomes difficult for the planner to accomplish their job. However, the event planner also must accurately relay the wishes of the client with each department. For example, if the client wants pink flowers the coordinator must inform the florist.

Poor communication results in negative consequences in business. Not only is it important for business professionals to have the ability to communicate but also the clients. Some negative consequences of a lack of communication include:
· The opposite party will be unsure of your needs of wishes
· Time will be lost in trying to correct the mistakes of miscommunication
· Messages may be misinterpreted

With all of this said it is important to be able to properly communicate in order to successfully communicate within business and everyday life.

Just Saying Thank You can go a Long Way

There is one word that should be utilized very frequently in the resort management industry and that is "Thank You".  Thank you, can go a long way in creating a long lasting relationship between your guest and your establishment. The little things your guest remember will leaving lasting impressions, and this will in turn help with having a good percentage of return clientele.

One tool that we utilize to help our return clientele percentage, we would call back the guest 2-3 days after there visit just to say thank you for them staying at your resort and that you hope to be back soon. This simple phone call that can take an employee under an hour can be very beneficial financially in the future for the success of your resort.

Having the callback leaves a good commodore between your resort and your guests, which will in turn help your word of mouth advertising. Just the little important pieces of communication, weather it be written or verbal is very important to the sucess of your resort. These pieces of communication, need to be executed properly as they are a complete reflection on the quality of your establishment. 

Manager Manners to Customer Satisfaction

You as a Resort Manager have a huge responsibility to the success of the hotel and your employees. However, as we all know your success is primarily based upon the customer and their satisfaction. There are many ways in which you the manager can contribute to the client’s happiness, and here are a few tips on how:

1. Put the Client First: Understand your customer by keeping personal records for each one. Therefore, you can exceed their expectations every time they return.

These records could include:

• Birthdays
• Room preferences
• Habits or schedule (spending, times for wake up calls, food, or proper time to clean room
• Concierge service /Recreational reservations

Understand that it is your responsibility to make sure that the customer is not forgotten. This way during their stay and when they return it will be as if they see you on a daily basis, like family.

2. Keep Promises: Be sure to be open and honest with your clients. You can promise them the world to receive their business but this is only as good as the person who makes the promise.

You know the limitations of you services and if you lie these issues are likely to result:

• Your guest will not be happy
• Distrust in not only the manager but also the hotel in general
• This can also cause the guest to patronize every detail about the hotel
• Result in the loss of their business to the hotel and possibly the loss of other potential guest in the future.

3. Open Direct Lines of Communication: Nothing is more frustrating to a customer than people wasting their time, or when they have a problem, they are unable to contact whom they need. By not giving the customer a Run-Around, you can conquer many issues:

• This will make the customer feel important (one-on-one interaction)
• The customer’s needs will be met quickly instead of a slower manner
• When the manager can have a direct connection to the customer, he can continuously improve the management of the resort.
• This will be more efficient compared to the usual transferring the guest for one representative to the next until one of two events happens. One the customer hangs up, or by the time the customer gets to who they need to speak to they are in a worse mood to deal with you and high levels of criticism are likely to occur.

I hope that these few tips will set you on the right track to start the proper foundation with your prospective guests and understanding what you as the manager can do personally to give your clients a more enjoyable and care free stay. Because these clients are key to the sucess of your hotel communication is one of the top prioities of this career and hence why we keep reiterating it.

Outsourcing

When outside services are needed

There are times when members and guests will ask the resort for an accommodation that we don't have and will need to provide for the wish of our client. Instances like this can be for weddings, conferences and ceremonies. At this time we will need to call a company to help cater for food, flowers, decorations and whatever the guest may desire. As a manager, it is my duty and responsibility to collaborate a team together to set forth goals for the clients. This may be difficult because instead of only working within the resort, we must work with multiple companies to attain goals with keeping a margin of profit. When working with a large group or groups there are things to keep in mind...


1. Know the people on your team and establish a good working rapport with them.


2. Put interests of your guests and team ahead of your own.


3. Think collectively, as a group, but respect the views of members with expertise to the subject


4. Participate in group meetings and help keep the goal as the topic.


5. Meet your established deadlines.






These are just a few basic principals when working and communicating with groups. There are many more that managers use to work with groups. When working with outside groups, who you don't know too well it is important to let the group know that you are in charge but willing to listen to ideas. MUST ALWAYS BE OPEN TO IDEAS. This is a must otherwise people in the group will challenge your authority.

I will conclude with saying that effective communication amongst groups is a major part of the job. It can make or break a resort. Effective leadership mixed with responsibility is what thrives leaders and managers. This job is full of communicating within the resort and outside the resort.

If your not seen, your not doing your job.

A huge part of being a resort manager is to be seen. You always need to be active around the resort; visiting villas, conversing with guests, and helping out associates. As the resort manager you should be positive and helpful at all times. One example would be if you saw an associate doing something in an inefficient way, you are there to bring in a fresh perspective. Most of the time the person will be very thankful and not realize how much time and effort could be saved by just tweaking their plans.

As the manager you also want to be available to guests at all time. Even just being that smiling face is important. You want this to be the best trip your guest has ever had, so you have to be there to make it like that. For them to leave and mention that it was the most amazing week of their lives would be a very uplifting experience for any associate, but as manager you can take a little more pride in it.

Getting around the complex and interacting with employees is the best way to get others around you thinking about the most positive and efficient way to do their jobs. People love input but be sure to not take over what they are doing, be patient. Guide them into a better way of completing the task don't jump in and do it for them or they will never learn. Make sure to be active around your resort and always keep a positive attitude.

The Challenges to Resort Management

To many, working in a luxury resort sounds like all fun and games. Nothing sounds better then relaxation, spas, and parties. With the benefits put aside, resort management isn’t as relaxing as it appeals to be. There are a variety of challenges and sacrifices that are taken in order to be successful in this field of business.

The bottom of the, working their way up, is where most begin in the Resort Management field. It can often time be a slow and exhausting climb up the corporate ladder. Even though most believe the toughest jobs are those you go through to get to the top they will soon find out the opposite. Resort positions are on a different level than resort management.

Managers do not have to deal with cleaning, facing complaining guests, or serving food, they have their own set of challenges which they face on a daily basis. Some of which include lack of communication, contacting and, controlling a variety of different and it’s demanding time.

Lack of communication is the main obstacle to overcome in the workplace. Whether it be phone, email, or in person, reliable communication is essential. Resort managers must oversee a variety of wholesalers such as those who provide food, towels, sheets and much more. With a lack of communication with these outside businesses a resort will fail to run smoothly. Therefore running a resort has its benefits and it also faces its own set of difficulty. Proper communication can eliminate many of these obstacles.

Our Vision Statement

Within resort management there are many steadfast approaches to becoming one that will make you stand out among the rest. Among those approaches would have to be firstly the proper knowledge needed to succeed within this area of work. In the preceding blogs you may have read we so far have been discussing Communication, The Multiple Aspects of the job and how they Impact those Within the Organization, The Management Process, and Special Event planning. But understand that these are broad subjects and we will give them the proper justice (detailed description) they deserve when discussing them in time but not all at once.

Under the proper techniques we want to appeal to those whom are high clientele, the employees and future generations of the trade.

We plan to discuss different forms of professionalism within the industry and how they will make or break your business with prospective clientele.

These professional aspects could include:

• Manners of the manager to employees and clients
• Relationships with the managers with the employees and clients
• Effective Communication with both employees and clients
• How to form a, business to client relationships and keep it
• What it really takes to run the resort
• Not only how to properly run the resort but go above and beyond to make your resortexperience the best for both resort culture (staff) and the clients.
• Satisfactory needs of the client
• and many more...
  

With these subjects among many others that will be discussed for your benefit in this field, we hope that our knowledge and assistance will help you in your journey to becoming a resort manager or becoming a better existing one and its success.

Expanding Your Communication

In my last post I spoke about the important aspects behind being a Resort Manager and working with your banquet facility. There are many different parts that go into play when handling the little details when it comes to your banquet facility.The most important aspect is communication between your clientele and you and your staff.

Many times the clientele that you will work with in the banquet aspect of resort managment are your higher end of your business. These clients want nothing but that best and are looking for you to go above and beyond to take care of there needs. Being in the banquet aspect requires, high level of communication skills to ensure success. Professionalism whenever speaking to a client weather it be through E-Mail or over the phone, remember to ensure that your are using complete professionalism in your tone and vocabulary. Many of your clients will be having parties at your facility, in turn they will be very excited for there event the closer there special night is. Share that excitement with them to help bring the communication down to a more personal level, so that the client is very confident in the service that they are going to receive on there special day.

When preparing any type of documentation, such as invoices to your clientele be sure to be precise and have concrete wording to not allow for misinterpretation of what you are looking to relay to your client. One pointer I always give is to use basic vocabulary, but maintain professionalism. Remember, not everyone has the same education and knowledge as you, so keeping the vocabulary basic will help to lower communication errors.

I look forward to perusing my blog posts to further help Resort Managers such as myself and others, be better prepared for this booming industry.

Bringing Multiple Aspects of a Resort under 1 Management

The "Ins and Outs" of The Resort

My last post was speaking of my progress in the resort business. The way that I worked up through the ranks to be a manager. This post I want to speak about the behind the scenes and less glamorous parts of the job. Being a manager, I hold a high stature amongst many different employees and members. Members and guests expect to be informed about everything that goes on in the club or the resort. Being a middle man between the board and the customers can be tough at some times. I am constantly writing letters to guests and members and to the board. The way that things work is that guests will complain about an instance and I have to go through all the letters to see what needs to be changed and fixed. After reviewing these letters, I have to publish my own letter to the board to explain a certain problem. This letter has to be at the highest degree of professional.

As we all know, there are problems that occur in the different departments of the Resort field. My job is to make sure all departments and problems are resolved to a perfection. Our resort holds high expectation amongst guests and members. Any little circumstance can ruin a reputation for a club. The professionalism for employees is a must, not only for management is essential. Employees are in constant contact with the guests and members, management cant always be around, so when writing letters to members or to patrons, it must be done with a high stature and professionalism.

I love what I do and requires high amounts of education and professionalism. I keep using the word professionalism, because I can reiterate it enough. Guests want to be taken care of and feel like there are no worries. Writing is a huge part of my job, the instance of memos and informative letters are done on a weekly basis and need to be done on a well written level.

I hope everyone is having a great week at the resort, and if there is anything I can do please let me know.

Resort

As a resort manager, I have learned all the advantages and disadvantages to Resort and Hospitality. I focus mainly on the event planning in resorts and hotels. I have planned all of the corporate events as well as events of the hotel guests. There are many qualities that I have gained from this position. Quality and Quantity are both important but have two different meanings. For example, in an event it is a great to have lavish decorations and lavish decorations but in the end quality is just as important.

I began my journey into resort management by being a server at a resort restaurant. Through gaining observation and gaining experience I have worked my way up the corporate later from server to front desk and catering to management. I specialized in event planning for large corporate resorts because not only is it fun but it also gives a resort its reputation. A resort with elegant events will get much farther than a general hotel.

I believe that all of the positions I worked in helped me with being where I am today. Through serving and catering I learned the importance of pleasing your customer as well as the quality and quantity of food. As part of the front desk staff I learned how to work with customers and meet their needs. In my future blogs I will share in depth how each position molded me into my current stance in the resort business.

Resort Managers Special Events

As a Resort banquet coordinator, this is a very essential part of the resort and hospitality industry. There are many financial opportunities that can arise from having a good banquet hall. There are many different aspects that many managers need to look into to create a quality facility. As I have worked in some of the most lavish hotels, including the Ritz Carlton Corporation. Through my experience working in these hotels there is many ways to create a great location for parties, special events and corporate meetings.

Having a quality facility for special events is a must for any hotel that is looking to succeed. The key is your staff. Before I became a banquet manager I worked in a banquet location as a server and have moved my way up the ladder. As I have worked these other positions within the industry, I have a good understanding of why it is so important to have a strong team for your banquet facility. Your team will either make or break your location.

Another aspect that is one that should be taken into consideration is your food quality. It is very important to have a good catering department to team up with your banquet team. Having a good catering department will help the flow of your facility tremendously.You need to have full trust in your catering department, as they are the backbone of your banquet hall. Having good food quality, will also allow your facility to bring in the more wealthy clientele, that is looking for a upscale location for there private events.

first post

Being a Resort and Hospitality manager, there are many things that are needed to run a smooth business. In a typical resort, I have many things to oversee. The resorts that I have managed, there has been a tennis facility, golf courses, restaurants, club houses, and a faculty to manage. This being my first blogging experience, I am going to try to reiterate to the readers my day to day duties that transcend a normal business day. My day to day blogging will be on the work process and how I started in the resort business and till where I am today.

I started as a valet working mostly everyday, this was a position that was beneficial for me because I got to meet all of the members and became acquainted with them and their interests. Being a valet, I really learned the ins and outs of the resort hospitality industry. I became friends with all of the guys and girls that worked outside. I realized the hard work that goes in to the day to day operations for the outside industry.

After working hard and proving myself to inside management and outside management, I decided to take a position serving. Long story short, I worked really hard at this and later became head server. I went above and beyond in this position to meet and talk with all of the members. A postion opened a few years later and this is where I became the food and beverage manager. This was a huge step in pay and obligations. I was now in charge of an inside kitchen staff and was incharge of the inventory for all food and drinks. This was a huge learning expierence for me. I learned how to manage people and work with others to achieve a common goal.

In upcoming posts, I will explore the ideas that I had when I was offered a postion that I later denied. For now, I will leave it at the point where my background met my future. Untill then good riddens.