Minds Hospitality

STOP CHASING MONEY... It will never make you rich.
If you want to be rich CHASE PROBLEMS & FIND SOLUTIONS FOR THOSE PROBLEMS

Minds Hospitality updated their business hours.

The biggest concern for any organization should be when their most passionate people become quiet.

One of the very old tricks of the book if you want to grow fast is to always under promise and over deliver.

If you know you can get something done within 14 days give your boss the timeframe of 20. If you know you can achieve the budget by 150%, promise they you'll make it to 120%.

When your achievements are then evaluated your performance will certainly be that you do achieve above your targets and you deliver sooner then expected. You are an effective worker that would benefit any team and you will certainly deserve a promotion soon. Don't you think?

Play it smart.

/ M

There are many things in life which is uncertain, but tell me, what would life be if you could predict every single event that occurred?

There are many times in life when something happens in a different way than what you would have initially wished for, we must trust that when one door is closed very soon other doors will be wide opened, sometimes by themselves and sometimes by your willpower.

There are many times in life where it is easy to take the simple choice and be laid back trusting that everything will fall into place, but you must set sails.

A boat tied in a harbor is not happy. A boat in a harbor is not fulfilling its potential. Sometimes the boat need to stop by the harbor to refill petrol, energy, fix the sails, change some paintings before setting sail again.

When your new sails are ready, stronger then before, bigger then before and more ready, you will sail again, faster, stronger and longer then before.

Looking for a Food & Beverage Manager for a 200 Room property within a reputed chain in Srilanka. Interested Candidates please apply on the below given email.
[email protected]

"Great Service Culture Begins with Aligned Service Leaders"

Many senior leaders assume that service performance improvement only requires a frontline training initiative. This is a fundamental mistake. A strong and successful service culture demands the power of senior leadership that is fully engaged to share the vision, and aligned with each other to remove roadblocks, reward success, and role-model excellent behaviour.

"Increasing Customer Loyalty"

Increasing Customer Loyalty teaches participants how to convert
customers into loyal ambassadors, bounce back with service recovery, take care of angry customers, handle difficult service situations and manage customer expectations. This course is useful for everyone who serves external customers or internal service partners.
*What is customer loyalty?
*How to bounce back UP when things go wrong
*What to do when your customer is really upset!
*Start winning from the beginning

"Building Service Partnerships"

Building Service Partnerships demonstrates the importance
of building powerful and lasting partnerships with customers and
colleagues. This popular course provides effective tools and proven techniques to help participants increase service commitment, add service value and enjoy lasting win-win results.
*Increasing your service commitment
*When you give more, you get more
*Adding value and building more trust
*Building a better future together

"Achieving Superior Service"

Achieving Superior Service teaches fundamental service principles
to raise service levels and improve the customer experience at every point of contact. In this essential course, participants learn a common service language and apply proven techniques to quickly solve service problems and boost service performance.
*Improving your service transactions
*The experience your customers value
*Taking responsibility for service

Well, tonight's thoughts is about never standing still. Literarily and also for your own development.

In an ideal world you will have all your work done before lunch so you have your afternoons free. Because doing the job and then go home isn't the end of the game. Most people go to work in the morning with only one thought, getting through to going home time and during the day they will do whatever they have to do until the magic time of going home arrives. But do not fall in line with them. Just having a job shouldn't be enough, having development, career movement and progress is more like it.

Yes you do have to do your work and do it supremely well, but your eye should already be at your next step, your next goal. Every activity that you do attend should in one way or another bring you towards your next plan. So target to have your job done by lunchtime, keep your afternoons open and free, use them to develop yourself, go through and update you with competitors, attend and give trainings to your staff, study for your next promotion, get your work noticed, complete research in how to create a better working environment for you and for the people reporting to you. Learn something new every day.

So never stand still, keep moving, know your goals and don't forget them. You have to like movement or you grow roots.

Movement requires of you that you don't sit on your backside and do nothing- don't stand still.

Stay pro-active.

Until next time.

/ M ➡️

A tip that we are to apply to every day on the road to success, is to dress to impress every single day.

The truth is, you are always being observed, the higher position you have in your company, the more people are always watching you. People always observing you, some to copy you, walk in your foot steps and some are just waiting for you to do a small mistake so they can take that step over you, or put you down.

So the first basic is your grooming, so dress to impress your enemy or your competitors; shower every morning, do your hair perfectly neat, keep your make up and refresh it during the day if you are a lady, shave every morning if you are a gent. You need to make sure your teeth are always brushed, your breath are minty and not smelling old coffee or ci******es. Clean pressed clothes, a fresh light perfume scent, a perfect smile. Walk the walk and talk the talk. It is not only in your working environment but also when you are off. It is important to not let you fall down, not even for one day. Invest in yourself.

I have an example of a previous colleague of mine who would always dress a position higher then she was, and I have never seen someone climb the ladder that fast, she was also very talented at her job, and confident. She knew her grooming, she knew that she was always being observed, every single step she took. Levels above her started to observe her for her professionalism and her grooming, they started to observe her because she always was observed by others. When she was out with us, strangers always asked her if she was a part of the senior management when she was still the supervisor. She very quickly grew and she kept confident.

So if you are one of them who is thinking; fine I'll go to work in my sweatpants, I'll change to uniform there anyway... Think again.

Until next time,

Stay pro-active

Something to think about before going to sleep, or when waking up, while preparing for the weekend.

Imagine a world where nobody ever took a chance, imagine a world where nobody ever tried to do something new for the first time. Imagine a world where people were so scared of develop themselves and try new things, so they never did.

Would the wheel ever been invented? Would a plane every been invented? What about internet? Computers? Iphone? Would we still have believed that the world was flat?
It would only have been the people with the right contacts and money who would have been given chances to management positions and chances to make more money. In a world where nobody ever took a leap of faith, where nobody believed in themselves enough to try something they hadn't ever done before. In this world where everyone keeps doing the same thing day in and day out. How does this world look to you? Appealing or not really?

So I will give you a challenge, leap ahead, do something new every day, may it be a small thing, but do it. Jump on chances and opportunities as they come along, never give up and keep trying again and again. Dare to believe that you can do it, because guess what? You can! Climb on that ladder, believe in your self and never give up, because you are worth it!

The secret to success does not lie in the amount of times we try, but it does lie in the amount of times we raise up and try again after failing.

Stay with me!

/ M

Improving your organization’s service culture is a multi-faceted and long-term undertaking. One proven place to start is in building a shared vocabulary for service to focus the attention and actions of your team.

Left to their own devices, no two departments will use the same language to express their vision of excellent service. Each function may have a different understanding of what the customer experience should be. And each department may use a different language to express how they intend to improve it.

For example, operations managers may evaluate quality service by tracking how carefully procedures are followed, while front line salespeople will care more about the ratio of compliments vs. complaints they receive. Or your finance team might seek to improve on-time collections, while your sales team targets flexibility to match their customers’ budget cycles.

As each group works to improve service—as they see it—they may follow different paths or even work at cross purposes to each other.

Creating a Common Service Language can help align everyone on your service team, making it easier for them to keep them going and growing in the same direction. Communication, collaboration, and cooperation all improve when people share a common language.

Four Rules for Engineering a Service Revolution

Improving service quality in a large organization can be difficult – and it can take a long time. But we have experimented with many approaches for the past 26 years, and we have discovered a small number of key principles that dramatically improve your chances of success in building a strong service culture – and improving service quality – fast!

These four principles are counter-intuitive. They go against the prevailing common sense about how to improve your service. We call these "Four Rules for Engineering a Service Revolution".

Rule #1: Don’t start with customer-facing employees. Instead, involve everyone, with a special focus on internal service providers.

Rule #2: Don’t start by training people on specific service skills, scripts and procedures. Instead, educate them first to a better understanding of what service excellence really means.

Rule #3: Don’t pilot the change. Instead, go big and go fast to build momentum for the new culture.

Rule #4: Don’t focus on traditional KPIs during the service revolution such as satisfaction, complaints, process measures, and sales. Instead, focus on leading “revolution indicators” to generate value-adding ideas and new service actions.

In virtually every case, when leaders and service teams have applied these Rules, their organizations have enjoyed dramatic, measurable, and sustained improvements in service culture – and in the quality of the internal and external service they deliver.

“Service Mindsets”
This energizing and entertaining presentation highlights
the key principles that everyone in every company and
organization must apply now to deliver superior service.

Packed with true stories, powerful examples and
colorful illustrations, “Service Mindsets”
will inspire you, educate your colleagues and motivate
your service team.

Everyone agrees that providing excellent service is
essential for continued success in today’s competitive
world. But too often, people regard quality service as
“soft” or fuzzy”... and don’t know how to make real
service progress.

This high-content workshop clears the fog in an
entertaining and upbeat manner, giving you the
understanding and concrete action steps you need for
immediate service improvement.

You will also learn how to build strong internal and
external partnerships with your customers, Guest, colleagues
managers and suppliers.

Move your team to greater progress, performance
and profits! Gain easy-to-apply, proven techniques to
improve your relationships and service results.

To all of you,

We are in the phase of relaunching Minds Hospitality, a place and a page for inspiration and development, but so much more than that!

The man behind this page is me, Manoj, a hospitality professional, learning and development manager, a ambassador of excellence, proactive and curious of the world surrounding us! With more than 27 years of experience worldwide amongst some of our most beloved hotel chains, (Oberoi, Taj, Sheraton, Constance to name a few) I will not let you down.

I will be based in Sri lanka during a tenure within a short future, and during this period I am available for lectures, shorter courses, trainings and seminars! You name it, contact me via this page or via my official email, [email protected], and I will be very happy to customize a session for you and your company.

With fresh knowledge and inspiration from France and Sweden gained this summer, and several years at positions within both operation, HR and administration I have several modules and experience in creating something extraordinary.

Follow and Spread this page to join the journey! Again my email is [email protected].

Until next time, stay pro-active.

It is about You, and You and You. Every time, it is and will always be about You.

The Power of positivity

The Seven Rules of Service Leadership

Rule #1: Declare Service a Top Priority
Declaring service a top priority means senior leaders understand that focusing on service improvement leads to commercial results. Profit is the applause you get for serving your customers well.
You can declare service a top priority by putting it first on the agenda. You can declare service as a top priority to your customers and your colleagues, in your speaking, writing, meetings, advertising, websites, newsletters, blog posts, video clips, workshops, and in your daily actions.

Rule #2: Be a Great Role Model
Leaders are the people who others choose to follow, not those who simply tell other people what to do. By their own example, leaders inspire others to want to do what they do, too.
Your team members notice every consistency and every contradiction. You can’t ask your team to respond quickly to customers if your own meetings never start on time. You can’t ask for great organization and housekeeping if your own office is a mess. You can’t ask your people to be polite and gracious if you swear with impunity behind closed doors. You can’t ask your team to provide uplifting service if you don’t serve them with passion as an uplifting service leader.

Rule #3: Promote a Common Service Language
Everyone talks about better service from a perspective that makes perfect sense to them. What’s missing is a common language to enable listening and understanding; clear distinctions to appreciate what other people want and value. To build a culture of uplifting service throughout an organization, leaders must promote a common service language everyone can apply.
Asking your team to upgrade service without enabling language is unwise and insufficient. Giving them a common service language but not using it yourself would be foolish. If you want everyone on your team to deliver uplifting service, you must speak fluently and frequently about it. “Walking the talk” and “talking the talk” go hand in hand together.

Rule #4: Measure What Really Matters
Many people get confused when it comes to measuring service. This is understandable, because you can measure so many things. A service leader cuts through this confusion to measure what really matters.
Too many executives closely follow the ultimate objectives and wonder how to get better results. Uplifting service leaders are closer to the action; they know the bulls-eye to hit and the needle to move are where their people are working with customers and colleagues each day. They measure what really matters from the bottom up: new learning about service, new ideas to serve other people better, new actions to create greater value.

Rule #5: Empower Your Team
Empowerment is a buzzword in business, and many leaders and employees seem to fear it. What they really fear is someone who is empowered making a bad decision. If a leader is not confident in his people, he doesn’t want to empower them with authority or budget. If an employee is not confident in his abilities and decisions, he often does not want the responsibility of being empowered.
In both cases, what’s missing is not empowerment, but the coaching, mentoring, and encouraging that must go with it. If you knew your people would make good decisions, you would be glad to give them the authority to do so. And if they are confident that they will make good decisions, they will be eager to have this freedom. Empowering others cannot and should not be decoupled from the responsibility to properly enable those you empower.

Rule #6: Remove the Roadblocks to Better Service
Most frontline staff members are taught to follow policies and procedures. Often they are hesitant to “break the rules.” Yet some rules should be broken, changed, or at least seriously bent from time to time.
What roadblocks to better service lurk inside your organization? What gets in your people’s way? What slows them down? What prevents them from taking better care of your customers? What stops them from helping their colleagues? Service leaders ask these questions and remove the roadblocks they uncover.

Rule #7: Sustain Focus and Enthusiasm
It’s not difficult to declare service as a top priority, what’s challenging is keeping service top of mind when other issues clamor for attention.
Sustaining focus and enthusiasm for service is vital when building an uplifting service culture, and the world leaders seize every opportunity. Sustaining focus and enthusiasm is critical—in business, in life, and in service. This is not something leaders should view as a softer-rule, or one that can be delegated to others.