At the Front Desk, Voice Inflection Can Change the Entire Meaning of What We Say
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It has often been said that as much as 80% of communication takes place non-verbally. It is certainly true that facial expressions such as what we show with our eyebrows, our smiles (or lack thereof), and body language, which is what we show with our posture and gestures, all are essential for communicating.
While communication is an important topic for all guest services departments, it is especially essential at the front desk because more often than not, they are the main point of contact for all guest requests.
Although non-verbal communication is certainly essential, it is also important to focus on the subtleties of verbal communication such as inflection, tone and the emphasis on certain words in a sentence.
The following is an example of how we can change the entire meaning of a sentence often spoken at the front desk, just by emphasizing one word. (Note: this article can be used as a training exercise at your next pre-shift line-up or monthly departmental meeting. Just ask colleagues to each take turns reading the statement and placing emphasis on the highlighted word.)
First, imagine speaking the sample sentence without emphasizing any word in particular: I do see your request for a king size bed and I will see what I can do for you.
This statement indicates that you are simply stating that you will see what can be done to remedy the situation.
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Hogan Hospitality Group Acquires Marin Management Inc.
HONOLULU — (Sept. 19, 2018)
— Hogan Hospitality Group (HHG), a hotel management company with flagship properties in the state of Hawaii, has obtained a majority interest in Marin Management Inc. (MMI), a California-based hospitality group managing properties in California, Arizona and Texas. With the acquisition, HHG adds 17 hotels, restaurants and spas to its diverse portfolio, with the majority of properties located in California.
John Manderfeld, founder and president of Marin Management Inc., will remain president following the acquisition. HHG will work closely with MMI leadership to continue providing exceptional support and management to hotel owners, while developing strategies for growth into new markets.
“As a family-owned and operated business, we’re grateful to strike this partnership with another family business that shares many of the same values, such as delivering greater growth and greater return on investment for hotel owners,” said Manderfeld. “Hogan Hospitality Group has a long track record of success in Hawaii, a market driven by hospitality, and we are excited to gain their support and resources while working toward new growth opportunities together.”
“Marin Management has built an excellent reputation and strong relationships with hotel owners and partners over the years,” said Gary Hogan, CEO of Hogan Hospitality Group. “We look forward to working with MMI’s clients to provide outstanding operations, marketing and management expertise and bringing an owner-centric approach to hotel management.”
About Hogan Hospitality Group
As pioneers in hospitality and tourism, Hogan Hospitality Group is a hotel management company with a growing portfolio of properties. Its flagship business in Hawaii, Hawaiian Hotels and Resorts, manages over 1,200 rooms on Kauai, Maui and Hawaii Island. Born out of hotel ownership, Hogan Hospitality Group and Hawaiian Hotels and Resorts have a unique understanding of the hospitality industry, offering hotel owners measurable results in profitability and guest satisfaction, and unparalleled management experience. To learn more about Hogan Hospitality Group, visit
www.hoganhospitalitygroup.com
.
Contact:
Elisabeth Hershman
ehershman@iq360inc.com / 212.289.6734
About Marin Management, Inc.
Marin Management, Inc.
, headquartered in Sausalito, California, is a full-service hotel management company. The company provides a variety of management, consulting, sales-support, acquisition and development services for the lodging and restaurant industries. Marin Management currently operates hotels throughout California, Arizona and Texas and is expanding into other states. Marin Management operates full-service and limited-service hotels affiliated with 14 brands of major international franchisers, such as Hilton Hotels Corporation
®
, Wyndham International
®
, Choice Hotels International
®
, Carlson Hotels Worldwide
®
, Intercontinental Hotel Group
®
(IHG) and other franchisors. The company also operates unique independent hotels, such as the Bay Landing Hotel, San Francisco International Airport. To learn more about Marin Management Inc., visit
http://www.hotelpros.biz/.
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EEOC Reports Increase In Sexual Harassment Lawsuits
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The EEOC offered the following statistics for Sexual Harassment Lawsuits as well as training options for all kinds of harassment:
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- The EEOC filed 66 harassment lawsuits, including 41 that included allegations of sexual harassment. That reflects more than a 50 percent increase in suits challenging sexual harassment over fiscal year 2017.
- In addition, charges filed with the EEOC alleging sexual harassment increased by more than 12 percent from fiscal year 2017.
- Overall, the EEOC recovered nearly $70 million for the victims of sexual harassment through litigation and administrative enforcement in FY 2018, up from $47.5 million in FY 2017.
The EEOC's innovative training program, "
Respectful Workplaces
," which teaches skills for employees and supervisors to promote and contribute to respect in the workplace, was in high demand since it was launched in October 2017. Over 9,000 employees and supervisors in the private, public and federal sector work forces participated in Respectful Workplaces trainings this past fiscal year. An additional 13,000 employees participated in EEOC's anti-harassment compliance trainings.
Best Practices for Preventing Harassment
- Update your workplace harassment policies and procedures and communicate them clearly, consistently and regularly to your employees.
- Teach all your employees, managers and staff about what harassment is and what should be done if it happens.
- Beyond training and policies create a culture in the workplace that discourages inappropriate and disrespectful behavior and encourages employees to report misconduct.
- Consider all harassment claims seriously and resolve them as quickly as possible
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Excellence Awards Now Being Accepted
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You Can Be A Star!
CLIA is now accepting Excellence Award applications for lodging properties, owners and managers.
The deadline for submission is November 9, 2018
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Call 916.925.2915 or email info@clia.org with any questions.
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Hotel Safety - Panic Buttons, What You Need To Know
If you didn't have a chance to attend this informative webinar about hotel safety and panic buttons, it is not too late!
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Prop 65, PAGA and MIPP: Are You In Compliance?
Free Workshop for Lodging Owners and Operators
November 1, 2018 6pm to 9pm
Marriott Courtyard 700 W Huntington Dr, Monrovia, CA 91016
Attendees will receive “Employment Law 101 for Business Owners
”
Booklet
Includes Refreshments
Space is limited, registration is required
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Thank you to our sponsors!
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California Lodging Expo® and Conference
December 3, 2018
Crowne Plaza – Los Angeles – Commerce Casino
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“Myths and Mayhem: Reinventing Service in a New Hospitality Climate”
Keynote Speaker
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The premier Lodging Expo in California, FREE to attendees, is now open for registration.
What can attendees expect?
- Great education sessions
- Fascinating speakers
- Drawings for prizes and cash
- Industry Luncheon
- Wine Tasting
- Scholarship and Excellence Award Presentations
- Networking, Networking, Networking
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Thank you to our Expo Sponsors!
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We Appreciate Our CLIA Sponsors
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Click icon to hear Glenn's latest informative and entertaining podcast!
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(916) 925-2915
1017 L Street #527
Sacramento, CA 95814-3805
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