john hendrie
Plan for What Is Coming
John Hendrie | March 25, 2020
By John Hendrie Well, we really do not know what that is or what it will look like, but change is inevitable, shifting, declarative, sneaking and lasting in many cases. And, you, as the Brand architect, must prepare, react and manage the current disruption and ultimate reentry into the marketplace. As demand shifts, service and product quality become more important and scrutinized. You have a choice – you can reintroduce yourself with a faint fizzle or bust upon the stage with dramatic bursts. The Coronavirus has not given us many benefits, but there is one which gives us all some reach and potential – training and development. How ...
What This “New World” Means for Us in Hospitality
John Hendrie | March 2, 2020
By John Hendrie Nowadays, for those of us who work in Hospitality throughout the world, it is getting harder to get out of bed. It seems as though everything is going “…to Hell in a handbasket”. And, of course, the soothsayers emphasize worse rather than better horizons. It is worrisome, beyond the New York Stock Exchange drop and the Coronavirus explosion. We now need to prepare, react and manage that disruption to our marketplace. We are already accepting cancellations, condensing flights, awarding vouchers for future dates, postponing events and limiting our restaurant hours and menu. Many are tackling their human capital resou...
How to Get That Wayward Employee’s Attention
John Hendrie | February 5, 2020
By John Hendrie In this new world of changing market dynamics, we have the typical response – we ask more of our employees. In many cases, we just pile on the extra assignments, “rewarding” our top employees with additional work and responsibilities. Many times, we do not even provide the proper training or resources to perform the job(s). Across the board we are demanding more for or with less. We end up with overburdened employees or those who simply are not interested in excelling or paying attention to the demands of the work. Our customers suffer; you are frustrated. The employee who is not contributing is the real challe...
Return to Basics – Time to Rethink Your Guest’s Experience
John Hendrie | January 20, 2020
By John Hendrie Wow, just look at that magnificent sunset! My, that was a super ride on Flicka! Zowie, I cannot take any more of the chef’s creation! All memorable experiences one would say. However, how about these comments. Ugh – there is hair in the tub! Egad, there is lipstick on this glass! Does anyone want this condom I found in the bureau? Which series of comments would prevail in your memory? Hospitality starts with a blank tableau and we, as practitioners, apply the shapes and colors. If we do not provide for the basic expectations, we devalue the experience for our guest. Beyond the aspects of service and facility presenta...
Give Me Some Relief
John Hendrie | November 11, 2019
By John Hendrie We in hospitality have a critical directive – provide succor and comfort to an American guest landscape which is suffering. The marketplace is in arrears; it is tired, unappreciated, fractured and downright scared. The next twelve months will be instructive, no matter the political party. But, make no mistake, people are nervous and worn out already. What a great opportunity for hospitality professionals to show their stripes and dedication to the craft. Your guests seek diversion, care and consideration. You see them entering your establishment, whether hotel, restaurant or attraction/recreation. They are harried, smi...
Hospitality Is the Ultimate Cachet – Images Planted, Dreams Launched!
John Hendrie | October 8, 2018
By John Hendrie The marketplace is bustling with experiences for consumers to consider. It hurts your head! However, Colleagues, we've got it, and others want it. The term, hospitality, evokes certain emotions and expectations, and we are the practitioners who make it work. We fulfill the dreams and deliver the goods. Hospitality represents a most worthy cachet, and we cannot afford to lose that edge. Cachet, you say. What does that actually mean? By definition, a cachet is a sign showing something which is genuine, authentic or of superior quality – a mark of distinction and prestige. In this age of experience, that is exactly wh...
What a Golden Opportunity for Hospitality!
John Hendrie | May 18, 2018
By John Hendrie Hospitality Performance Who would have thought that the one top driver for jobs in a state was hospitality, with the classifications of lodging manager, concierge and housekeeper. As referenced, the state of Maryland has a 2017 job growth rate of 2.0% with 53,075 new jobs added last year. https://www.cheatsheet.com/money-career/best-cities-america-job-florida.html/10/ No doubt, the brunt of this reality is the full service sector, but, still, what a blessing and responsibility for hospitality in Maryland and other states. Manufacturing and related industry have moved and will never be as stout in our economy as before. H...
Are We Obsolete in Our Prime?
John R. Hendrie | April 10, 2018
By John Hendrie Mick Jaggar really was right over some fifty years ago, when he trebled, "I can't get no satisfaction". And, even the satisfaction he might have received, had little value. Many consumers are no better off now. The mediocrity anticipated with products and services has created a new depth of cynicism and distrust across retail establishments, and this includes Hospitality operations. To thrive and succeed we must better engage the guest, gain their loyalty and exceed their hopes. Our passion must be seen in a new context – the commitment to transcend expectations. In order to transform your business, a leap is requi...
