We in Hospitality are at a very interesting juncture. Everything has changed - our market, our business model, our guests, employees - really soup to nuts. Lets take a look at the big picture, where Hospitality currently operates and a new way of thinking about our business.
Leading Institutions have become moribund. Remember the old expressions like what’s good for the Big Three Auto manufacturers is good for America; or, we cannot let the banks fail; or big Pharma will come around. Events have taken those shibboleths down.
It is time for a new Hospitality Contract, a partnership – for our business, our guests and our employees; lenders, suppliers and unions need to be included, as well. The only barrier here is a leadership vacuum and ennui. I’d say it is time to start the wave of change, create some career value, reinvent our “touch” and tradition. As Blutto would say in “Animal House”, “Come on, let’s do it!” But, not to create chaos, rather to build a new context for our trade and livelihoods.
Start with a National Credo – what we are, where we plan to go and how we will get there. Our old model no longer works. It is obvious, no one entity has all the answers, and any transformation will need to be accomplished through a coalition of people, ideas and resources – everyone at the table, creating a consortium of energy and insight. That’s right – embrace participation and employee involvement. Management’s goals and objectives have always been transparent, whereas the employee psyche and motivation is often hidden. Ask them, solicit their thoughts, create focus groups, employee surveys – tap that great reservoir of hopes, dreams and needs. The Hospitality Agenda will be driven greatly by what you learn from this employee population, even working with the confines of budget and balance sheet.
By the way, do not invite the finance people to the table. We have seen where their perspective has led the country into a paralysis. They do not move us forward, rather they retard growth and innovation – they are the nay-sayers.
This is where the movement starts and you grow the momentum from your own business and community. A “grass roots” effort can be very effective – just look at the Tea Party. Although becoming splintered, they did affect change, no matter that the majority did not agree with the platform. It was a powerful surge. Step up to the challenge and restore the pride and the passion in and of Hospitality (which is non-political – we probably catered those Tea socials anyway).
Part One of the series is available here.
Part Two of the series is available here.
We would love to hear your opinions. Please leave your thoughts in the comment section below.
The Author believes that Remarkable Hospitality is the portal to the extraordinary Visitor and Guest Experience. Seek solutions at: www.hospitalityperformance.com