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.
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.
First of all, I like to say HR skills are very much needed in all managers, simply because one of several main responsibilities of any manager is “people management”. As a former director of human resources and a current human resource lecturer & trainer, I theorize some human resource functions that need both “Science” and “Art” practices to share here in Mai-BS’s blog.
With “Science”, I mean the “system” of HR implementation and with “Art” I mean the “style” of the HR manager. To be called a 5-star company, system and style cannot be separated from each function of human resource practices. Thus, I would like to share the following “system” for HR implementation and “style” of HR manager.
Many books and researches talk about differences between “manager” and “leader” and there are much discussion on its understanding towards the two. I like to emphasize here that how deep people try to differentiate the manger and the leader; I do strongly believe that “to be an effective manager, you have to be a good leader as well!
Early July, 09, I was invited by the
Tourism Development Office, Ministry of Tourism and Sports (Thailand) to PP Island
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.
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.
