Ah, the onset of summer — vacations, travel, picnics, sunburn, hammocks and ice cream — all seen against the familiar backdrop in many parts of the world — baseball. I took a "whack" at the pastime and how it relates to our chosen sport — Hospitality. You may like the comparisons:

"Hospitality is one intriguing game we have chosen. We play in splendid venues; our Fans are enthusiastic with high expectations. Our competition often has the marquee players, bench depth, ace pitching and storied coaches. We field the best Team we can, mindful of injuries, slumps, steroids and scandals.

The Hospitality Industry has extraordinary challenges which will dramatically transform how we conduct Business — now, in the future and ever more. It is our turn at bat." Read more!

R (Reliability) B (Brand) I (Innovation) — Your Red Letters for the issues of the day!

Ask Your Discerning Guests and Patrons What Consumers Really Want

"Goods and services are no longer enough; what Consumers want today are experiences — memorable events that engage them in an inherently personal way…Consumers choose to buy or not buy, based on how real they perceive an offering to be. Business today, therefore, is all about being real — original, genuine, sincere, authentic." Thus, spoke James Gilmore and Joseph Pine, The Experience Economy.

Think about it. Hospitality is beautifully postured to provide just that — an authentic Experience. And, to see not only how you are doing but also what you should be doing differently, turn to the source and build your Brand by talking to the Consumer.

How We Create Relationships

A. On any Destination Level, Tout Reliability

In Mississippi, Tourism Officials understand the need to acclaim that they are "open for business" through a Hospitality Certified Program, available to all State Lodging businesses.

As Mississippi State Tourism Director, D. Craig Ray, advises, "Visitors will be directed through our Tourism Portals to 'Look for a Hospitality Certified Lodging on your next trip to Mississippi to ensure your Guest Satisfaction'". A business could not ask for a better promotion and Visitors a greater statement of reliability! Read about the Program and consider how this initiative might impact your Destination city, region, state, island or country.


Some Further Destination Related Thinking:

A Baker's Dozen Recipe for Successful CVB Synergy

Establish Your Destination's Credentials

How to Regain Your Glory — the Boston Harbor Hotel Case Study


B. On the Crowded Restaurant Landscape, Reliability Also Has Relevance, Further Recognizing Excellence

We designed a program with we8there, the largest Patron Review web site in the world. We call it the "Excellence in Dining" Program. Talk about the value of Reliability — what is a stronger statement than "Peer Reviewed and Quality Assured" to influence a dining decision. Take a look.


Commentary and Opinions Count, Whether We Agree or Not:

Michelin Guide Engages Social Networking and Web 2.0 Features

Build Your Brand Online through Social Communities


C. Celebrate (and Encourage) Innovation

With a down economy, world-wide, we must be more inventive than our competition to stay ahead of that mediocrity curve.

We can take the lead and be creative, innovative and even joyous with the results. Just as Senior Consultant, Susan Swanson, and I attempted a new dance maneuver, the Beluga, at the Mystic (CT) Aquarium, you can take the plunge, too.

Tap that energy within your Company, engage your people, draw from the process new direction, new ways to deliver your product and service, and a new level of ownership for success.


D. To Influence, You Need To Be Seen and Heard. Otherwise, You Will Be Dismissed

You need to keep your business "face" in the public domain and advertise your Distinction, or people will forget you. Many we have spoken to are readjusting their Marketing Strategies for 2008. They are rethinking their mix, most moving from print to the Internet.

We have a thriving relationship with Hotel Resource, the prominent Hospitality portal on the Internet, which I encourage you to visit. This is a means to keep your Brand alive in the global marketplace through extensive distribution of your Press Releases and strategic Internet Advertising to a dedicated Hospitality audience. Consider this.


Branding and Marketing — Establish Your Reputation and Get That Word Out There

How to Evaluate the Impact of Your Brand

Maintaining Market Share in a Down Economy


E. Human Capital Right-sized — the "Right" People in the "Right" Slots

This year and forward, your biggest challenge is the talent search and how to develop that talent — those who will deliver on your Brand Promise.

For your Sales Department, which is tasked to create business and drive revenue, do you have the right traits for success, do you recruit intelligently, do you develop your talent to maximize your business? This year and forward, your biggest challenge is the talent search and how to develop that talent. Might we present the Winslow Assessment Report .

This remarkable product will transform your business, returning you 20–60% in Revenue Growth from your Sales staff, improved Management execution and employee productivity. We have partnered with Profit Hunters to bring the Winslow Assessment Report to you. Check it out with our Partner www.profithunters.biz.

As mentioned earlier, Advertisers (all you readers of this NewsLetter) are stampeding to the Internet. Why has the print media been so timid in corralling that herd through their ancillary Web services?

We are talking a Hospitality Portal! Typically, newspapers have the most accessed Web Site in town — what a platform!

Newspapers are being sold off, circulation and advertising dollars are way down, skilled reporters and News Bureaus are displaced, and print is moving quickly to electronic rendering of the news, products and services. No silver bullets here — cut costs, enhance revenue, manage smarter and leaner. What has been surprising is the lack of innovation and risk, with Marketing and Advertising Executives still practicing the tried and true, waiting for someone else to take the lead!

The Experience: Visitors and residents alike want to live your city "Experience", that which makes your community special. We help you create that Experience.

This is a wonderful opportunity to give readers (consumers) what they want (certified reliability), advertisers maximum exposure (print and online), community partners (CVB's, Chambers, Associations) synergistic relationships (raise the Hospitality bar), and newspapers an opportunity for new Revenue Streams and prominence. They are the "horse to ride". We have you covered, with an example below of our product for the Southeast, launched in 2006.

Our Partner, Bruce Dingman (www.dingman.com), has some wonderful opportunities in hand for the talent we serve. Recently, he was chosen by BusinessWeek.com as one of the "Top 50 Most Influential Headhunters" in the world. Check out the ongoing searches.

Might I introduce a timely and interesting company, Blueprint Watersports. Timely — well, we are in the throes of summer and interesting — a proven means to generate revenue.

Blueprint Watersports specializes in the provision of high quality Watersports for lodgings, worldwide. A properly established Watersports facility can create many opportunities for a hotel/resort setting — significant income, additional food and beverage sales from guests choosing to stay on site because of the activities offered, increased marketing opportunities, greater referrals, greater repeat bookings, etc. Quality of safety, staff, operations, equipment and activities are key to our packages, which are tailor-made for each client or venue.

Contact: Tim Hughes, Director
Blueprint Watersports
One The Parade, Cowes, Isle of Wight PO31 7QJ
t: +44 (0) 1983 203526
m: +44 (0) 7792 136709
e: tim@blueprintwaters ports.com
w: www.blueprintwatersports.com

This Newsletter reaches an over 7,500 and growing, hand-picked global audience. They are the decision makers in their various Hospitality segments and niches. You seek prominence in the Marketplace. Consider us for your Logo or Banner Ad. Reasonable cost for maximum exposure!

Even through tough times, training can take place. There are no excuses.

The reality in Hospitality is that T&D activities typically end up secondary to overall Company strategy. However, with the "Blended" options now available, you can still invest, cost effectively, in the continuing development of your people. See how.


More On Training, Development and Enculturation

Ritz-Carlton Credo for Service Provides Timeless Application

Rethinking Employee Development


And, from one who knows —

According to CHART (Council of Hotel and Restaurant Trainers) Board Member, John Alexander, the key to beating the odds in a flailing economy is to pay attention to staffing, training programs and standards.

While it is a knee-jerk reaction for operators to cut back on training programs to save money, Alexander says this is risky, and one cutback can lead to a vicious cycle that looks like this:

"Less knowledgeable staff, lower standards, decline in customer satisfaction levels, drop in guests counts from dissatisfaction, negative work-of-mouth, poorly trained staff places great demand on high producers, high performing employees quit, difficult to find good replacements, especially if they're not provided proper training, revenue drops, further cutbacks."

"Now is not the time to be 'penny wise and pound foolish' — give the customers good value with every meal," Alexander says. "Maintain staffing levels. Nothing drives customers away faster than slow service."

Whether you are in the business of hospitality, health care, technology, education, or retail (really, any business), you need new and creative ideas to stay ahead of the competition. You have customers, employees, problems, setbacks, success, and the ability to be the best.

Let Senior Consultant, Susan Swanson, of Create, schedule some time with your company or organization and present you with the stages of creativity and take you through the process that will leave you with hundreds of ideas and innovative solutions to the problems you face. You and your employees are your organization's greatest assets. Let her show you just how creative you really are.

If you think you are a tough audience, consider: While facilitating a workshop at the Massachusetts Institute of Technology she asked participants, "What was your most creative experience"? One gentleman said it was when he and his wife were starting a business out of their garage. Another participant said it was when he invented an integral part of the artificial heart. Both said it was the most exciting time in their lives.

She offers interactive and innovative workshops that help individuals and teams develop and sharpen their creative thinking and problem solving ability through research-based techniques for breakthrough achievements.

Susan Swanson
(978) 463-0301
Email: swansonart@comcast.net
Website: www.swansonarts.vpweb.com

Aligning Your Sales and Marketing Teams To Be Customer-Centric

They Say it Costs Ten Times More to Land a New Customer than Retain a Current One. What You Can Do in These Lean Times.

Hotels Try New Features in Test Guest Rooms

Ian Yeoman, the Self-Proclaimed Futurogogist for Travel and Tourism, Always has an Interesting Take On Our Industry. Enjoy His Latest.

How We Present Our Menu Will Impact Ordering: "I'd Like that Typeface, Please"

What are your needs — Water Parks, Employee Benefits, Hotel Design, Interactive Virtual Tours? Perhaps F&B Inventory Systems, Spa or Club Management or Realty Valuation? We have you covered!

Hospitality Performance endeavors to continually provide beneficial Products and Services to our diverse Client base. Our Portfolio of Allied Partners represent Value to the Hospitality Industry, offering a variety of services, tools and answers to many of your Management concerns. Take a tour.

Our visitor and guest still have high expectations, and we must continue to strive to meet those demands and create a memorable experience. We are ready to help you deliver. My best regards and thanks.

Thank you for your business and interest in Hospitality Performance!

**As an Editorial Note, this NewsLetter is published every two months.

Please direct any comments you might have to me personally at: jrhendrie@aol.com.