Mai-BS (Thailand) Consultant.

Part 1 of 2:

Most people who have been promoted to a manager position, surely must have to posses certain knowledge and skill in their field, plus a certain extent of the experience. However, apart from the technical expertise in his or her job, including the mentioned-above experience, there are still many elements needed to fulfill a manager job.

If we look into the complaints of employees who wish to resign or feel very unhappy with the work, many of those complaints are about many factors that do not directly point out the manager’s knowledge or expertise. In this article, I have summarized many of the complaints I received as a former HR director and even presently from many employees of many organizations while serving as a consultant or trainer throughout Thailand. I wish to propose 7 qualifications for a good qualified manager ESPECIALLY for all service related industries.

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Service mind, Behavior and how to be Excellent.

I have been conducting service training courses throughout Thailand in hotels, hospitals, education institutions and retail businesses for many years.  Often, I have received questions from management and owners of how to make employees have more service mind, how to make staff have better behavior in servicing guests or how to make people be able to deliver excellent service.

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Best wishes from Mai-BS (Thailand)!.

INDEX

1. New internet directory website for hotels and resorts in south-east Asia.
2. Mai-BS – a “matchmaker” between hotel owners and hotel management companies.
3. Increase your profit by using the right products for energy, and even reduce your impact on the environment.
4. Save up to 4% of the total amount when transferring funds around the world.
5. Hotels for Sale; Chiang Rai, Thailand and Siem Reap, Cambodia.
6. Investor sought for ultra deluxe Bangkok Hotel (River Front)

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Our previous articles did focus on hotel owners and investor’s shortcomings, their habits and mistakes.

This article I like to focus on the shortcomings of some general managers. A general manager is a leading position that can lead to either failure or success.

The below are some of the comments we get from hotel owners and investors when they are talking to us about their hotel manager or general manager here in Thailand.

We trust that you see our articles as a benefit for hoteliers, owners and investors at all times. However, knowing the industry well, I foresee that this article might well trigger lots of comments.

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As a hotel consultant based here in Thailand, I frequently observe hotel and resort owners and senior managers informing employees that it is the owners or managements wish that everyone should work as a big family!  Even every new employee is informed that this is the owners wish and concept!

It all sounds so good, so sweet, so kind and so inviting, doesn’t it?

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ความทุกข์ของคนทำงาน นำมาซึ่งความสำเร็จขององค์กร
(หรือไม่)

หลายคนอาจมองว่า ความสำเร็จ คือ ตึกรามที่สวยงามขององค์กร
สิ่งอำนวยความสะดวกที่ทันสมัย ผลกำไรมากมายจากธุรกิจ
ผลงานยิ่งใหญ่ที่ต้องใส่ในเอกสารเพื่อตีแผ่ รางวัลต่าง ๆ ที่ได้มามากมายระดับชาติ
และนานาชาติ เป็นต้น ซึ่งไม่ได้ผิดเลย
อย่างไรก็ดี จากประสบการณ์ไม่ว่าจะของตนเองหรือการพูดคุยกับคนทำงานเป็นพัน
ๆ ชีวิต สิ่งที่หลาย ๆ องค์กรไม่ได้เน้นอย่างจริงจริง อย่างมีประสิทธิภาพ คือ ความสำเร็จ
ที่รวมด้วย ความสุข ความสามัคคี ความเข้าใจ
ในการทำงานของคนในองค์กร ทุกคนคงไม่ปฏิเสธว่า “งาน” คือส่วนใหญ่ ๆ ของชีวิต หากทำงานแล้วทุกข์
หลายอย่างในชีวิตจะกระทบกระเทือนอย่างแน่นอน
หากผู้ที่ดูแลองค์กรคิดได้ก็จะรู้ว่า หากเราบริหารองค์กรให้เกิด ความสุข ความสามัคคี
รวมถึงความเข้าใจในงานและองค์กรได้นั้น จะเป็น “บุญกุศล” เหลือหลายที่มากกว่าการสร้างโบสถ์สร้างวัด เพราะเราทำให้คน ๆ หนึ่งสามารถต่อยอดความสุขของเขาไปยังอีกหลาย
ๆ ชีวิตได้

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I found this on the net and though i share with you. Its funny …… and maybe educational as well!!

• Never offer fair market pay.
• Constantly underestimate the
  time it takes to get things done and then penalize employees' bonuses
  because they didn't hit the goal.
• Talk more than you listen.

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Best regards from Mai-BS (Thailand),
your Hotel and Resort Consultant and Quality Service Training Company!

July 2009 has been an exiting month for Mai-BS (Thailand ), because;

·
We have been appointed by Sinthoranee Co. Ltd. to be their Consultant and Owner Representative for their latest Resort called “Best Western Sawaddi Resort Phuket”, Thailand.

·
Our associate Khun Nate-tra Dhevabanchachai did continue with her long term consulting and training “Service Excellence” projects with “THE HEART” by Siriraj Hospital, Thailand!

·
KBank, Thailand (Kasikorn Bank) did invite Khun Nate-tra to Queen Sirikit National Center for a speech “360 degree hotel management during a crisis”.

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This story is about the
Service at Immigration at Suvanabumi International Airport, Thailand.

The current worldwide
crisis that affects all businesses, including our fragile tourism industry here
in Thailand, our Government is investing thousands of millions Thai Baht to
help boost the tourism business. 

I am not sure
whether the government knows how to use this high amount of investment and
whether they use it in the right way. Should any government officer see this
article, I think they may like to consider using some of the investment to
train the immigration officers here in Thailand! Or may be they don’t care…. I
am not sure. 

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Early July, 09, I was invited by the
Tourism Development Office, Ministry of Tourism and Sports (Thailand) to PP Island to conduct a training session on service excellence. The project was good and successful. 

In the evening after the session is
finished, a young hotel owner invites all of us, (4 officers from the tourist
office and me) to have dinner at his hotel.  Though I am tired, I politely
accept the invitation. 

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From the airline and hotel experiences, I have encountered many employees,
associates or even my colleagues having symptoms, to which I refer as the
“I-ME-MY-MINE”.

Let me explain:

“Before you come and take anything from MY galley, you need
to let ME know first”, one senior purser told me when I was a junior
flight attendant.  Since then, this kind of symptom never stops; I am
still hearing the similar thing all the times.

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As
a manager, have you ever reviewed what the service obstacles of your rank and
file staff are?

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Often,
I have been invited to conduct a training session about “personality
development for the leaders” particularly for educators from various
universities; I have gathered the like and dislike Thai leadership styles or
behaviors from Thai subordinates.  And I
am pleased to share with you the top 5 of both aspects and I hope you find them
interesting and valuable.

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As I have to
interact a great deal with people in training, teaching and consulting jobs or
even from my past experiences as a HR, particularly in hotel, resort or general
service industry, I have collected big pile of employees’ complaints.  And, I thought that I one day may have to
gather all of them and put out a “Dictionary of Employee Complaints”.    However, I like to share some of their
feelings and complaints here.  Hopefully,
some of them are useful and some managers can pick up and make some adjustments
in his or her management styles.

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