Learn. Perform. Achieve! October 2023: Back to the Basics of Hospitality, Service & Operations

PERFORM, PERFORM 2023 Choice Hotels

Every month we highlight opportunities for leaders and managers to improve the performance of their teams. Plus, we are pleased to announce Operator Certifications (HOST/Extended Stay Essentials) completions and acknowledge the achievement of those who are now operator certified.

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Looking for that next touchdown?

With football season underway, why not use some football analogies for the hotel industry? So, listen up team, it is time to BLOCK & TACKLE: get down to the basics if you will. With the summer high-demand season (for most) behind us, it may free up some time to get your players together and remind them of those all-important, but sometimes overlooked hospitality basics.

Consider these basic hospitality plays to get your team into the end zone:

Meet and greet within 10 feet. A good defense keeps their eyes on the quarterback. Your team should do the same, but with the guest. Anytime you find yourself within 10 feet of a guest, you should smile and make eye contact.
Whenever a guest is present you are on the field (aka on stage). Be aware of your actions and words in public areas of the hotel.
Have a YES culture. Can you imagine a running back saying ‘no’ when asked to carry the ball? Probably not, because all good teams have a YES culture. Never tell a guest “That’s not my job” or “I’m sorry I can’t do that”. Instead, try “let me see what I can do to accommodate your request” or if you don’t know the answer commit to finding it and follow up.
Words Matter! Be cognizant of the language you use when interacting with guests. Replace “no problem” with “that would be my pleasure”.
Use the guests’ names when possible. Football coaches connect with their team by using their names – the same goes for your guests. Do your best to make sure all guests feel welcome, wanted, and respected and not like just another room number.
Never greet a guest at the front desk by saying “Checking in?” or “Checking out?”. Instead “Welcome to (hotel name.) How may I assist you?” or “Did you have an excellent stay with us?”

Now is also a good time to goal-set for 2024… and hey, why not involve the whole team? Give them a peek into the locker room and invite them to share ideas and commit to the play(s). Empower them to take ownership of their learning and development!

Here are a few ChoiceU.com resources to add to your playbook (don’t forget to recommend the content to your team):

Essentials of the Guest Experience

Expressing Appreciation for Your Guests

Cultivating a Heart for Hospitality: Making Every Guest Feel Welcome

Not sure how to recommend learning content to your team? After you have completed each lesson/video click on the recommend button as shown below and select the team members you wish to recommend it to.

Three new ChoiceU Talk videos!

Industry Update: AH&LA Perspectives on Public Policy Issues. Where Are We and Where We Are Going

The lodging industry continues to face challenges in today’s business environment. Recorded at the 2023 Choice Convention, hear Rolf Lundberg, Vice President & Assistant General Counsel, Global Public Policy and External Affairs for Choice Hotels and Chirag Shah, Sr. Vice President, Federal Affairs and Policy Counsel, American Hotel & Lodging Association, as they discuss highlights of current issues facing our industry and what is being done to support the lodging industry and your role as a hotel owner and operator. Listen as they discuss efforts to defend small business provisions in the tax code, regulatory threats, workforce and labor issues, and other priority policy topics that AH&LA is addressing with Congress and the current Administration.

Watch this ChoiceU TALKS video now on ChoiceU TV

Solve Your Biggest Operational Challenges with Learning Tools from Choice University!

When facing challenges at your hotel, you need tools to help you win with staffing, guest satisfaction, profitability, and much more. During this video, recorded at the 2023 Choice Hotels Convention, discover the latest resources available through Choice Univeristy that will help you and your staff face these challenges and more!

Watch this ChoiceU TALKS video now on ChoiceU TV

The Data Speaks for Itself – Impact First Impressions and Customer Experience with Call Forwarding!

You never get a second chance to make a first impression. We have all heard that saying, but it’s hard to do. We need to ensure a customer experience is exceeded from the initial call to make a reservation through check-out. The Call Forwarding this video, recorded live at the 2023 Choice Convention, hear g program can help you get closer to this goal! In experiences and real data of the program. Discover how it can help impact your LTR scores and potentially earn more revenue!

Watch this ChoiceU TALKS video now on ChoiceU TV

Choice University is excited to announce that we have launched our LinkedIn page. Our goal is to work together to help hotel leaders and their team members achieve their goals through learning.

Please follow us a follow on LinkedIn to stay connected to Choice University through our LinkedIn Page!

Operator Certifications (HOST/ExtendedStay Essentials) Earned in September!

Congratulations to the following individuals who earned their operator certification last month!

Pinkesh Patel AL497 Quality
Ella Raivala AZ365 Quality
Neven Napijalo AZ557 WoodSpring
Joelene Mistral CAH59 Everhome Suites
Dany Durand CN322 Comfort Inn
Gogi Gill CN994 Econo Lodge
Lushan Yue CNA52 Quality
Carrie Lira CO702 Quality
Caitilin Wiener CORP WoodSpring
Vijay Kumar DE055 Quality
Jalletsy Vargas FL132 Comfort Inn
Jitendra Kumar Patel GA293 Clarion Pointe
Hussein Sultan GA424 Quality
Pattie Maguire GAA94 WoodSpring
Gaby Atilano IL054 Comfort Inn
Hardip Sonani IN063 Quality
Pavan Patel IN358 Comfort Inn
Tonya Graves KS333 Mainstay Suites
Viral Soni MD045 Quality
Jodi Klooster MI203 Clarion
Deangelo Butler MI217 Quality
Hyung Sau MO118 Quality
Alyna Thiel MT075 Comfort Suites
Lynn Calloway NE206 Mainstay Suites
Zack Price OK325 WoodSpring
Matthew Wieczorek PA256 Quality
Jocelyn Yaich PA817 Ascend
Joshmary Garcia PA875 WoodSpring
Manoj Pandya RI016 Comfort Suites
Patricia DerBaum SC064 Comfort Inn
Gloria Ogundeji SC315 Comfort Suites
Nick Brahmbhatt TN545 Quality
William Young TN851 Mainstay Suites
Ace Patel TX696 Comfort Suites
Dave Patel TX808 Quality
April Plaugher VA308 Comfort Inn
Umar Gondal VA521 Econo Lodge
Anish Patel VA701 Quality
Camella Davis WA335 Quality
Andrea Lafontaine WI469 Country Inn Hospitality Excellence Award