Archive for the ‘disciplines’ Category

Knowledge, Leadership, Discipline and Consistency

Monday, June 30th, 2014

I was asked the other day by a young hospitality manager what I thought were the key elements to building a successful club career.  With a little thought I responded, “Knowledge, leadership, discipline, and consistency.”  Here’s why:

Knowledge.  First and foremost a manager must understand all aspects of the business.  This means understanding human resources, finance and accounting, legal and liability issues, risk management, lodging operations, food and beverage, golf operations, activities and aquatics, facility maintenance and housekeeping, and safety and security.  If you’re a golf professional or food and beverage manager and aspire to the position of general manager, you need to get out of your own area and learn as much as you can about the other areas of the operation.  To paraphrase Dr. Seuss, “The more that you learn, the farther you’ll go.”

Leadership.  A manager must become an effective leader by building strong relationships with all constituencies and determining how best to serve their needs.  A leader must have a vision and set a course of action, while demonstrating initiative and competence in all she does.  In whatever circumstances she finds himself, she should seek out responsibility and solve problems.  Recognizing that she cannot do it all, she needs to develop strong and consistent leadership in subordinate managers.

Discipline.  The hospitality profession is not rocket science, but it’s detailed and fast-paced.  Success comes from knowing what to do and having the discipline to do it every day.  Not only must the leader be disciplined, but he must demand the same of his subordinates and hold them accountable for their actions and performance.  Nothing worthwhile is easy.  Walmart achieved its retail dominance by fanatical dedication to basic disciplines.  A leader can achieve similar success by a singular “no excuses” approach to the basics of the business.

Consistency.  I never ceased to be amazed at the continual stream of “new” ideas that are put forward regularly as the means to improve businesses and organization.  As Ecclesiastes says, “there is nothing new under the sun.”  What passes for innovation is often old truth restated in a modern context or catchy phrase.  Owners and managers would be better served just to pick one approach and stick to it than to be constantly embracing the “latest and greatest” concept.  Legendary NFL coach Tom Landry said, “Setting the goal is not the main thing.  It is deciding how you will go about achieving it and sticking with that plan.”

By focusing on these fundamental areas any hospitality manager can best prepare himself for greater responsibility and career success.

Thanks and have a great day!

Ed Rehkopf

This weekly blog comments on and discusses the hospitality industry and its challenges. From time to time, we will feature guest bloggers – those managers and industry experts who have something of interest to say to all of us. We also welcome feedback and comment upon the blog, hoping that it will become a useful sounding board for what’s on the minds of hardworking hospitality managers throughout the country and around the world.

Hospitality Resources International – Management Resources for Hospitality Operators!

 

A Culture of Discipline

Monday, September 2nd, 2013

Arguably the greatest business book to appear in the last quarter century is Jim Collins’ Good to Great, Why Some Companies Make the Leap . . . and Others Don’t.  In preparation for the book the author and his research team identified and examined 11 publicly traded companies that significantly outperformed their competitors for a period of 15 or more years to find out what made them so successful.  The findings were sometimes surprising, often at odds with conventional wisdom, but definitive in that they were based on empirical evidence, not business theory.

One of the findings is that all Good to Great companies had a culture of discipline.  Quoting from the book:

“Much of the answer to the question of ‘good to great’ lies in the discipline to do whatever it takes to become the best within carefully selected arenas and then seek continual improvement in these.  It’s really just that simple.”

Collins also says,

“A culture of discipline is not just about action.  It is about getting disciplined people who engage in disciplined thought and who then take disciplined action.”

Most of us recognize that our business is not rocket science.  The basics of what we do are well-known to any hospitality professional.  What makes our jobs so challenging is the sheer volume of things that must be attended to daily in a detail and people-intensive business.

Unless an operation is well-organized and its managers highly disciplined, it operates in a state of barely-controlled chaos interspersed with periods of downtime.  The challenge for all is to transition quickly from storm to calm back to storm while remaining focused on long term goals, ongoing projects, and continual process improvement.  The solution is to organize the operation so that most things happen routinely and that managers at all levels be highly disciplined in approaching their duties and efforts to improve the operation.

Thanks and have a great day!

Ed Rehkopf

This weekly blog comments on and discusses the hospitality industry and its challenges. From time to time, we will feature guest bloggers – those managers and industry experts who have something of interest to say to all of us. We also welcome feedback and comment upon the blog, hoping that it will become a useful sounding board for what’s on the minds of hospitality hardworking  managers throughout the country and around the world.

Hospitality Resources International – Management Resources for the Hospitality Industry!

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Time Management Disciplines

Monday, July 25th, 2011

In the often hectic environment of club management, managers must use their limited time efficiently to be effective.  Understand that time management is not about managing time.  It’s about identifying time-wasting personal habits and changing them to be more efficient.  Here are some disciplines that will help:

  • Ensure your department or section is well-organized with detailed operating systems, standards, policies, and procedures.  Without these, employees “freelance,” requiring continual supervision and intervention to do things properly.  This will eat up more of your time than anything else.
  • Plan ahead.  Always be looking ahead for upcoming activities, events, projects, and tasks.  Planning is near impossible if a manager always has his head down.  By identifying upcoming tasks, the manager can review what needs to be done to prepare.
  • Make to do lists.  Not only do lists help on a day-by-day basis, they should be made for upcoming events and tasks.
  • Establish priorities and continually review them.
  • Develop routines.  Daily, weekly, and monthly routines help sort out what has to be done and when.
  • Use checklists for routine tasks.  Tasks such as monthly inventories, new hire onboarding, and benchmarking summaries should be detailed on checklists that can be used as necessary.
  • Develop and use meeting disciplines when planning and holding meetings.
  • Delegate routine tasks to properly trained subordinates.
  • Organize work space, files, and records.  An immense amount of time can be wasted by looking for misplaced items.
  • Use a personal computer to create important information, particularly those items that will be used again and again.  Save and organize these items so they’re easily found.
  • Use a Day-Timer or Personal Digital Assistant to organize contacts, emails, and schedule.
  • Set office hours to avoid excessive interruptions.
  • Set and keep a routine schedule as much as possible.

Keep track of those things that waste time.  Review this list periodically and brainstorm ways to avoid “time wasters.”

Thanks and have a great day!

Ed Rehkopf

This weekly blog comments on and discusses the club industry and its challenges. From time to time, we will feature guest bloggers — those managers and industry experts who have something of interest to say to all of us. We also welcome feedback and comment upon the blog, hoping that it will become a useful sounding board for what’s on the minds of hardworking club managers throughout the country and around the world.

Club Resources International – Management Resources for Clubs!

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New Year’s Resolution: Better Time Management

Monday, January 3rd, 2011

Another New Year and time for my annual resolution to be more effective in the often hectic environment of club management.  First and foremost we must understand that time management is not about managing time.  It’s about identifying time-wasting personal habits and changing them to be more efficient.  Here are some ideas that will help:

  • Ensure your department or section is well-organized with detailed operating systems, standards, policies, and procedures.  Without these, employees “freelance,” requiring continual supervision and  intervention to do things properly.  This will eat up more  of your time than anything else.
  • Plan ahead.  Always be looking ahead for upcoming activities, events, projects, and tasks.  Planning is near impossible if a manager always has his head down.  By identifying upcoming tasks, the manager can review what needs to be done to prepare.
  • Make to do lists.  Not only do lists help on a day-by-day basis, they should be made for upcoming events and tasks.
  • Establish priorities and continually review them.
  • Develop routines.  Daily, weekly, and monthly routines help sort out what has to be done and when.
  • Use checklists for routine tasks.  Tasks such as monthly inventories, new hire onboarding, and benchmarking summaries should be detailed on checklists that can be used as necessary.
  • Develop and use meeting disciplines when planning and holding meetings.
  • Delegate routine tasks to properly trained subordinates.
  • Organize work space, files, and records.  An immense amount of time can be wasted by looking for misplaced items such as: personnel files, departmental benchmarks, contact information for frequently contacted individuals, training materials and checklists, and room and space diagrams
  • Use a personal computer to create important information, particularly those items that will be used again and again.  Save and organize these items so they’re easily found.
  • Use a Day-Timer or Personal Digital Assistant to organize contacts, emails, and schedule.
  • Set office hours to avoid excessive interruptions.
  • Set and keep a routine schedule as much as possible.
  • Keep track of those things that waste time.  Review this list periodically and brainstorm ways to avoid “time wasters.”

Just as conservation is the easiest way to reduce energy cost, time management is the easiest way to give yourself more time for all the things you want to do.

Thanks and have a great year!

Ed Rehkopf

This weekly blog comments on and discusses the club industry and its challenges. From time to time, we will feature guest bloggers — those managers and industry experts who have something of interest to say to all of us. We also welcome feedback and comment upon the blog, hoping that it will become a useful sounding board for what’s on the minds of hardworking club managers throughout the country and around the world.

Club Resources International – Management Resources for Clubs!

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A Modest Grand Theory

Monday, December 20th, 2010

Albert Einstein, after his world-shaking General Theory of Relativity was published, validated, and accepted by the scientific community, spent the remainder of his life working on a Unified Field Theory that attempted to boil all physics down to one elemental formula, hopefully as elegantly simple as his earlier stroke of genius – E=mc2.  While he never achieved his Grand Theory, I fully understand his desire to distill complexity to simplicity.

On a far humbler scale, I have also been impelled to boil the seeming complexities of club operations into a smaller number of principles that when followed would lead to organizational success.  What I’ve come to believe is that there are four basic requirements for any successful organizations.  They are:

  • Leadership – the skills that permit those who direct an enterprise to win the enthusiastic support and efforts of their followers to the accomplishment of specific goals and tasks.
  • Organization – the ability to structure and integrate the complex and interrelated programs and processes of the enterprise to promote efficient operations.
  • Management Disciplines – the ability to consistently implement generally-accepted requirements and best practices at all levels of the organization.
  • Hiring Well and Training Thoroughly – the programs and disciplines that cultivate the attraction and retention of the best talent, as well as consistent, efficient, and professional completion of all tasks and engagements with members.

Having outlined these four requirements, I would go on to say that they are all supported by one key element and that is discipline.

While complex business enterprises require both broad and specific skill sets for success, these mean little if each individual and the corporate group as a whole don’t have the intense and overriding discipline to focus daily on the essential tasks at hand and complete them as efficiently as possible.

Complex enterprises may be based on sound management ideas and theory, but without, as Jim Collins says, “disciplined people taking disciplined thought and engaged in disciplined action,” they will never build enduring greatness.  In other words, despite whatever talents your management team may possess, without discipline you’re just muddling through.

Thanks and have a great day!

Ed Rehkopf

This weekly blog comments on and discusses the club industry and its challenges. From time to time, we will feature guest bloggers — those managers and industry experts who have something of interest to say to all of us. We also welcome feedback and comment upon the blog, hoping that it will become a useful sounding board for what’s on the minds of hardworking club managers throughout the country and around the world.

Club Resources International – Management Resources for Clubs!

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The Hospitality Challenge

Monday, September 6th, 2010

I’ve learned a lot about the hospitality business since my first position as General Manager of an historic hotel in the late 70s.  In a variety of positions in hotels, resorts, and private clubs – in startups, turnarounds, and repositionings, I’ve learned a number of key lessons from my efforts to deliver high levels of service.  Here they are:

The customer is King.  The only perception of quality, service, and value is the customer’s.  Hospitality managers must learn as much as possible about their customers in order to meet their needs and wants – where they come from, why they come to your establishment, what are their expectations, what do they like or dislike about your property, what are their complaints, what would they like improved?

The hospitality business is detail and people-intensive.  It takes a lot of people doing all the right things everyday to deliver consistent, quality service.  Therefore:

  • Written standards, policies, and procedures ensure every employee knows what to do and how to do it; help develop specific training materials; and ensure consistency and continuity in the operation.
  • Formal training is a necessity.  Operational processes cannot be left to oral history or chance.
  • Continuous process improvement is a must.  We can never rest on yesterday’s accomplishments.
  • Thorough benchmarking of all areas of the operation ensures that we know what is going on and what our customers are telling us by their spending habits.

“The soft stuff is always harder than the hard stuff.”

  • Consistent, property-wide leadership is a must.  Disparate and competing leadership styles confound the staff and sow divisions in the team.
  • Values and behaviors must be spelled out in detail and reinforced continually.
  • Excessive employee turnover is damaging to an organization in continuity, lost time, and cost.  Except in extreme cases our first impulse (especially in difficult labor markets) is not to fire, but to examine causes; improve processes, organization, disciplines, and training; and instruct, counsel, and coach employees.
  • Employees must be empowered to think and act in alignment with organization values, the property’s mission and vision, and carefully defined management guidelines.  “Without empowerment an organization will never be a service leader.”  Why?  Because there is far more to do and monitor on a daily basis than any management team can possible handle.  Authority for service and service delivery must be pushed down to the lowest levels of the organization – where it takes place.

Work planning and ongoing performance review are essential to holding managers accountable for their performance and the performance of their departments or work teams.  Without accountability only the General Manager is accountable and he or she will fail or burnout trying to succeed.

Leadership is key at all levels of the organization:

  • To set an unimpeachable example for employees.
  • To uncover, analyze, and solve problems.
  • To thoroughly communicate standards, policies, procedures, information, and training.
  • To engage customers and staff continuously.

All of the foregoing requirements must be institutionalized so that the operation continues undisturbed in the face of any turnover and 80% of the operation functions routinely – allowing management to focus on strategic issues, planning, execution, problem-solving, and customer interface.

These lessons learned have led me to formulate a plan to create and deliver high levels of service.  This plan can be found in a white paper I’ve written entitled The Quest for Remarkable Service.

Thanks and have a great day!

Ed Rehkopf

This weekly blog comments on and discusses the club industry and its challenges. From time to time, we will feature guest bloggers — those managers and industry experts who have something of interest to say to all of us. We also welcome feedback and comment upon the blog, hoping that it will become a useful sounding board for what’s on the minds of hardworking club managers throughout the country and around the world.

Club Resources International – Management Resources for Clubs!

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Mastering the ABCs

Monday, July 5th, 2010

As children we all mastered our ABCs, the basic building blocks of language and learning.  The term “ABCs” has long since come to signify the basics of any endeavor.

All of us who work in our industry recognize that the profession is made up of mastering the many basics of hospitality and service.  Even in an enterprise as seemingly complex as food service, it is the execution of the basics that underpin all our efforts and ultimately leads to success.

Of all the things I’ve learned in my hospitality career spanning over 35 years, the ultimate discipline of success is the necessity of executing the basics well.  Jim Collins’ research for his groundbreaking book, Good to Great, Why Some Companies Make the Leap . . . and Others Don’t, pointed undeniably to “disciplined people taking disciplined action” as one of the prerequisites to any successful enterprise.

While there are many innovative, cutting-edge ideas to improve the products, service, and performance of your operation, you must build these enhancements onto a foundation of the basics.

With these thoughts in mind, I’d like to commend to you the most basic, yet ultimate tip for operating your club – that as you contemplate the many ways to add service and value, you must always focus your attention and that of your entire staff on the ABCs, that is . . . Accomplish the Basics Consistently

Excerpted from 101 Tips to Improve Your Club Operations.

Thanks and have a great day!

Ed Rehkopf

This weekly blog comments on and discusses the club industry and its challenges. From time to time, we will feature guest bloggers — those managers and industry experts who have something of interest to say to all of us. We also welcome feedback and comment upon the blog, hoping that it will become a useful sounding board for what’s on the minds of hardworking club managers throughout the country and around the world.

Club Resources International – Management Resources for Clubs!

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10 Disciplines that Will Transform Your Club

Monday, May 3rd, 2010

Arguably the greatest business book to appear in the last quarter century is Jim Collins’ Good to Great, Why Some Companies Make the Leap . . . and Others Don’t.  In preparation for the book the author and his research team identified and examined 11 publicly traded companies that significantly outperformed their competitors for a period of 15 or more years to find out what made them so successful.  The findings were sometimes surprising, often at odds with conventional wisdom, but definitive in that they were based on empirical evidence, not business theory.

One of the findings is that all Good to Great companies had a culture of discipline.  Quoting from the book:

“Much of the answer to the question of ‘good to great’ lies in the discipline to do whatever it takes to become the best within carefully selected arenas and then seek continual improvement in these.  It’s really just that simple.”

“A culture of discipline is not just about action.  It is about getting disciplined people who engage in disciplined thought and who then take disciplined action.”

Here are ten disciplines for the club industry that, when conscientiously and consistently applied, will revolutionize your operation.

  1. Service-Based Leadership.  Don’t assume that your management team has the necessary leadership skills.  Consistent, club-wide leadership is necessary to ensure that the General Manager’s vision is thoroughly implemented and consistently communicated to all employees.  To avoid dilution of core values managers must be trained to a common understanding and application of leadership.  Service-Based Leadership provides the example of service to all employees and creates the environment for employee empowerment.
  2. Organizational Values and Culture of Service.  Every employee must be immersed in a consistently reinforced culture of service based on well-defined values.  Unless you establish the desired culture of service, one will arise on its own and invariably will be at odds with your vision.
  3. Benchmarking.  You can’t improve what you don’t measure.  All club departments must be benchmarked in detail.  These benchmarks will tell you far more about your operation than just whether or not you made a profit.
  4. Tools to Beat Budget.  The discipline of tracking your revenues and expenses in real time will focus the entire management team on meeting or exceeding budgets.  It will also make budgeting for future periods far easier and more accurate.
  5. Continual Process Improvement.  Never rest on your laurels.  Yesterday’s accomplishments may have been good enough for yesterday, but being the best requires never-ending effort.  Create a culture of continual process improvement to relentlessly pursue excellence.  Your mantra, like that of your members, must be “what have you done for me lately?”
  6. Disciplined Hiring and Screening for Success.  Turnover is prohibitively expensive in the people- and detail-intensive arena of club operations.  The discipline of hiring well and getting the right people in the right seats will lower your employee turnover rate.  Benchmark your turnover rate by department to continually analyze and improve performance in this critical area.
  7. Work Planning and Performance Review with Measurable Accountabilities.  To keep organizational development and progress coordinated and on track, every department head must have a work plan with specific tasks, timelines, and accomplishments.  These coupled with detailed departmental benchmarks will permit performance reviews to be based on measurable accountabilities instead of gut feel.  When the entire management team is held individually accountable, performance naturally improves.
  8. On the Go Training.  Training is a necessity in the people- and detail-intensive club business.  There is much for employees to know and master, but with tight budgets and a pressing schedule of operations it is often neglected.  One way to overcome this is to format essential training in small on-the-go sessions that can be taught in spare moments or pre-shift meetings.  When material is prepared this way, it becomes a matter of daily discipline to pull out and review essential material.  The final discipline is to keep track of all training sessions so that over time nothing is overlooked.
  9. Member Relationship Management.  Members are the life blood of your club.  How you and your staff interact with them is more important than anything else you do.  Your relationship with your members cannot be left to chance.  It must be managed as carefully as your budget and requires a formal plan and thorough training of employees.  In the final analysis, member relationship management will determine whether or not you meet your budget and your mission of exceeding member expectations.
  10. Employee Empowerment.  John Tschohl, founder of the Quality Service Institute, says “Without empowerment, an organization will never be a service leader.  Empowerment is the most critical skill an employee can master and a company can drive in order to lure and keep customers.”

Empowered employees are viewed as full-fledged partners in your quest for high levels of quality and service.  They are encouraged to think, act, and make decisions on their own based on guidelines you define, but they must fully sense the club’s commitment to such empowerment.  Simply saying that employees are empowered does not make it so.

Excellence in the service industry is neither easy to achieve nor commonly found.  It takes commitment and “the will to make it happen.”  Jim Collins says being great requires “disciplined people taking disciplined action” day in and day out in the face of any adversity.  But for those who choose to meet the challenge, the rewards are as great as the effort involved.

Thanks and have a great day!

Ed Rehkopf

This weekly blog comments on and discusses the club industry and its challenges. From time to time, we will feature guest bloggers — those managers and industry experts who have something of interest to say to all of us. We also welcome feedback and comment upon the blog, hoping that it will become a useful sounding board for what’s on the minds of hardworking club managers throughout the country and around the world.

Club Resources International – Management Resources for Clubs!

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