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Hospitality column 9/10ths full It seems that we have a society and an industry which too often focuses on the half empty glass rather than the half full or better glass. It always seems that it is easier for us to focus as a nation on the 1% who get it wrong rather than 99% who get it right. The hospitality industry is no exception and as a customer service, customer focused industry, I believe we get it right 99.9% of the time. Our glass is indeed more than 9/10ths full on every occasion. We are in the season where we celebrate excellence rather than dwell on the negative. The Hospitality Standards Institute Awards for Excellence in Training are in the process of judging their awards. The finalists about to be announced clearly demonstrate that a significant number of industry operators are committing a great deal of effort and expertise into upskilling and developing their staff. The fact that there are now 10,000 more trainees in hospitality than there were prior to 2000 is indeed a remarkable achievement. This is something we as an industry should celebrate and build on, rather than harping on about a lack of skilled labour. The question we should all be asking is what are we doing to make a difference? Are we engaged in training and developing our own staff? And if not, why not? Similarly, the Hospitality Association Awards for Excellence across a whole range of categories has opened nominations which is an opportunity for the industry to celebrate what is done to an excellent standard. This is an opportunity to focus on the positive and the successes. Many past winners and finalists in the Hospitality Association Awards for Excellence have used the recognition gained by winning an award as a positive lever for their business. This is a real opportunity for the 99.9% of the industry who are getting it right and who are making a very positive contribution to their customers every time to get the recognition they deserve. Everyone wants to applaud success, be part of success, and enjoy success. The hospitality industry doesn’t do this enough so participating in awards, whatever they may be, is a very positive step forward. Bruce H Robertson 12 May 2006 |
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