HOTEL AJANTA New Delhi21st Century Customer focused hotel

Value Stream

Perfection

21st Century Qualifiers in Hotel Management

21st Century QualifiersThe Lean Hospitality IndustryBenefits of Lean Hospitality5S the Foundation to Lean HospitalityImpact of a Lean hotel – Case StudySummary

21st Century Qualifiers-QCDSCharacteristics of World ClassCustomer-Value Focused

Delivery

CostQuality Cost + Profit = Price

Price – Profit = Target Cost

Kaizen Methodology

SERVICEPeople Based

System

Radical Change with Kaizen Daily Improvements – Standard Work

5S ,the foundation for Lean Systemto vigorously eliminate Wastes.

V i s u a l M a n a g e m e n t &

The Hospitality Industry

A hospitality unit such as a restaurant or hotel consists of multiple groups such as:

-is a several billion dollar industry that consists of the food services, accommodations, recreation and entertainment sectors

Facility maintenance Direct operations Management Marketing Human resources

Benefits of Lean Hospitality in Hotels Many Hotels are in-coporating "Lean“ to their existing

Hospitality System. Rewards & benefits are such as:

80% Customer wait time reduction, 50% Room occupancy improvement, 20% floor space saving, 10%-30% boost in service line efficiency, 50% improvement in Customer Satisfaction with high & efficient workforce with a high morale.

In short, cost is lower, quality and delivery performance improved.

The core focus of "Lean" is to vigorously eliminate Waste to provide perfect value to the customer through a value creation process that has zero waste.

What is Lean?Simply, Lean means creating more value for customers with fewer resources.  Lean organization understands customer value and focuses its key processes to continuously increase it.

less human effort, less space, less capital, and less time to make and at far less costs with much fewer defects delighting Customers, compared with traditional business systems.

Why Lean?Lean management optimizes the flow of products and services through the entire value streams to create processes that need :-

5S–SIMPLE HOUSEKEEPING5S,the foundation of Lean which means

5S is a philosophy and a way of organizing and managing the workplace towards an organized, clean, high- an organized, clean, high-performance environment performance environment with the intent to improve efficiency by eliminating waste.

1. Seiri- Sort (Organize)2. Seiton- Simplify (Visibility)3. Seiso- Sweep (Cleanliness)4. Seiketsu- Standardize (Adherence)5. Shitsuke- Self-discipline (Sustain)

Benefits of a 5S Environment?

• It gives Ability to understand the status of a area in 5 minutes or less by simple observation without use of computers or speaking to anyone.”5S1S Seiri- Sort (Organize)2S Seiton- Simplify (Visibility)3S Seiso- Sweep (Cleanliness)4S Seiketsu- Standardize (Adherence)5S Shitsuke- Self-discipline (Sustain)

Where are we today?

3rd Class Workplace …

Necessary & Unnecessary items are mixed together in the same workplace

2nd Class Workplace …

Necessary & Unnecessary items had been separated within identified work area (including inventory)

1st Class Workplace …

Only Necessary supplies and items are stored in the Work Environment.

-includes the development and generation of the service within, its delivery and management throughout the entire life cycle.

Applying Lean to Hospitality

Focus is given to the transactional process, operating system, skill and behaviors to sustain the gains.

The lean process should be designed end-to-end, to create value from the customers perspective.

The Technical Aspect is just 20%

Information and material flow is kept rapidly flowing through the system without interruption and backflow

Emphasize the importance of a smile of friendliness with efficiency and determination to meet the Customer’s need at a moment's notice.

Keep your message positive

Make advertising and promotional messages Visual , eye catching and encouraging without Customers even having to ask the desk person for Hotel rates, room type, WIFI password access or Rest rooms.

Look to staff for suggestions as to cost cutting and improving property performance. They are the ones dealing most often with guests and know the property intimately.

Empower your employees

Get feedback through group sessions, internet sites, and suggestion boxes. Keep an open door policy that encourages all staffs to invite suggestions. Initiate award recognition for best suggestions and offer economic incentives for staff advice.

Identify staff talents & synergize them through multi-tasking . eg. have a Concierge learn to work the Front Desk and the Front Desk person can double as a Concierge.

Practice flexible interchanges in staffing to better use the work force. It motivates staff and gets their minds focused away from the possibilities of downsizing. It create more employee value & enhanced training.

Cross-train staffs

Having a vendor for years built trust but it is also time to find a competitor willing to provide similar services more economically.

Creatively cut the bottom line

Look to freelance specialists who can deliver similar quality at fractions of the cost. Creatively trim beverage & food cost items from the menu. Buy more seasonal produce Creatively buy halve size quantity items with an eye towards savings. Proactively trim even the smallest of costs. It will pay big dividends in the end.

Facing empty rooms, it's tempting to cut rates to the bone to draw more guests. That's a bad move. Once rates drop, it's difficult to raise them.

Don't dilute your product

Instead consider short-term promotions: Free fastest secured WIFI. Free 3rd night, only pay 2 nights.

Stay value focused while not cutting price

Free parking, Free SPA on selected rooms.SPA & Meal Discounts on all rooms.

Consider a small renovation that will enhance value for Customers. Structural & aesthetic enhancements attract new Customers and make your hotel stand out among competitors.

Consider redesigns of rooms and furniture and makeovers of common areas. Make restaurant areas more attractive with cosmetic changes and new attractions in bar areas.

Spend capital wisely

Cutting back on essential property care can do irreparable harm in the long run. Do not ignore maintenance and cosmetic upkeep. It may save money in the short term. But a shabby look ruins reputations.

Word can spread quickly.Get customer feedback and listen proactively and work on improvements.

Keep up the property

Consider greener water cooling systems and trash hauling operations. Ask vendors to deliver packaging with less wrapping and half size to cut waste and disposal costs.

Go green

Explore government tax incentives to help in energy efficiency and cutting costs. Evaluate power management, lighting, heating, toiletry laundry and cleaning reduction.

Impact of of a Lean Hotel• As a result of applying lean, in less

than one year, your hotel’s service score can rise to 10 points up from the bottom half to the top 10 percent in its peer group.

• The improved operations not only positively impacts hotel guests, it also impacts the hotel’s bottom line through repeat customer stays

Applying Lean to Hospitality

Value Stream

Empowered People

Value

Perfection

Flow & Pull

Summary

• Change must be seen as a work process, as a value stream of work that moves a business organization from a wasteful operating system to a more lean effective one

• Waste must be eliminated from the change process

EQ at the WorkplaceWhat is Intelligence? Multiple Intelligence IQ vs EQ

and

How can you develop your EQ skills to perform better at your workplace position?

What is Emotional Intelligence ? (EQ) Wikipedia Emotional intelligenceor (EQ) is the ability to identify, assess, and control the emotions of oneself, of others, and of groups.

Generally, it’s being able to correctly perceive and respond appropriately to the underlying emotions of the people you come in contact to.

EQ at the Workplace

Emotional Intelligence ,EQ is a set of emotional and social skills and competencies that influence the way we perceive and express ourselves;

This program explores how you can leverage EQ competencies to enhance performance and productivity in your organization.

develop and maintain social relationships; cope with challenges; and use the information in emotions in effective and meaningful ways.

EQ at the WorkplaceWhat is Intelligence?

Definition of IntelligenceDefinition of Intelligence

The ability to learn or understand or to deal with new or trying situations: the skilled use of reason

1.The ability to learn from experience.

2.The ability to adapt to the surrounding environment.

“Emotional Intelligence refers to the capacity for recognizing our own feelings and those of others, for motivating ourselves, and for managing emotions well in ourselves and our relationships.”

Goleman (1995-2003) has popularized the concept of emotional intelligence and formulated EI in terms of a theory of job and work performance

EQ at the Workplace

How can you develop your EQ skills to perform better at your workplace position?

How can you develop your EQ skills to perform better at your workplace position?

1.Take initiative2. Act as a team player3. Be flexible4. Communicate effectively

1. Take Initiative: Demonstrate responsibility and enthusiasm for your job by striving to go the extra mile.

Do tasks without being asked by someone else. Look around, This starts by finishing work without constant reminders from your supervisor.

And if you are already in a leadership role, this means setting the example what needs to be done, and do it. Be the owner

Be the Owner. This rarely goes unnoticed.

If a co-worker has a large project and you have some time on your hands, volunteer to help.

Further, you could seek more challenging work and strive to develop your technical skills and do it.

Practice leading in small group discussions by asking your teammates questions and bringing quieter members into the conversation.

2. Act as a team player: This means not only being cooperative, but also displaying strong leadership skills when necessary.

Be open and agreeable to other people’s suggestions, respect difference of opinions, accept your mistakes, and show empathy to others.

3. Be flexible: Employees who can adapt to any situation are dependable no matter what is thrown at them.

Understand constraints and reasons why someone is unable to stick to a plan and then work to create a new plan if necessary. You do not want to be called a “stuck up” as a manager. Adopt agile methods. Be prepared for any breakdowns.

Get to a discussion, write down the key points and send them all over Email, so that people can sign off to what was being said, and everyone is on the same page.

4. Communicate effectively: Communicate clearly through written, oral, and nonverbal communication. Be concise (straight to the point) instead of going in loops.

Articulate well, be a good listener, and use appropriate body language at all times.

People with High EQ Know:

• Who they are• What they need to do to

take care of themselves• Who others are within

their own context

How they need to manage their impact on others.

EQ is not…• Letting your feelings run rampant• Being nice regardless of what

happens to you• Specific to gender or genetically

fixed• IQ, knowledge or education based• About anger management

EQ is being able to come into a relationship with your full self. EQ is about managing emotions in the moment, not controlling.Do you swallow your truth? Be able to speak your truth?

Sample Test Items:

I have good relations with others

I’m fun to be with

I like helping people

Rating Scale:

1 = Very Seldom or Not True of me

5 = Very Often True of Me or True of Me

WorkshopWorkshop

Bar On /EQ-iBar On /EQ-i

There’s No Crying in Baseball

How do you think the coach would score on his EQ Assessment?

https://www.youtube.com/watch?v=6M8szlSa-8o

True influence can be seen in great leaders. They represent a segment of the population who depends that he or she will stand up for their rights, their beliefs and their needs.

I like how Rick Warren used a biblical example to explain influence:"The purpose of influence is to 'speak up for those who have no influence.' It's not about you." (proverbs 31:18)

Influencing even when you do not have authority

Applying EQ to Address Your Workplace ChallengesWith authority, you can simply “order” to do what you want. That may not be the most effective leadership strategy; you’ll get what you ask for.

First, respect other peoples opinions or thoughts. Don't tell people they are wrong.Be more inclusive, less divisive.Be conversational, not argumentative. Listen more, talk less. 

In addition, keeping an open mind and being curious about the possibilities that change promises, being flexible, staying motivated, and having a sense of humor will buoy your resiliency and help you persevere.  

Keep things in perspective and practice the 5 Ps

-Patience, -Persistence, -Practical, -Positive , and have a -Purpose.

Setting Clear Action Plans for Ongoing EQ Engagement

•Empathy•Self Control•Self Confidence

------------------------------------•Developing Others•Holding People Accountable•Team Leadership

-------------------------------------•Results Orientation•Initiative•Problem Solving

-------------------------------------•Influencing Others•Fostering Teamwork

Manager Model

Effects of Intelligence (EI) on Career SuccessEffects of Intelligence (EI) on Career Success

High IQ & EI

CAREERADVANCEMENT

High IQ low EI

CAREER

DERAILMENT

Be Blessed!