Communication Gap:
The Most Vulnerable Threat for the System
Effort of making the enterprise as a Quality Enterprise, innovative Management tools like- Corporate Governance, which in nutshell we define "Transparency of the Management System" seems to be incorporated by most of the Organization's inductions and orientation programs, to portrait a high degree of positive impact among the new employees. But do you really think it is been thoroughly implicated by the management, else it is used just to fortify the organization's image. Here, I'm going to share few of the real life experience, where I find that its just the communication gap which brings people in the state of dilemma and thus becoming the victim of the poor process.
While traveling by train to my hometown Gorakhpur, I find the dual track railway project throughout the stretch between Barabanki junction and Gorakhpur junction. This project initiated in mid of 90s and seems to take several more year from now. You find it strange, what is the correlation of this story with the topic. Places like Gorakhpur better say the cities falling between Lucknow and Gorakhpur are striving for development since several decades. And the root cause seems, is not lack of fund with the government, rather it is how to transmit those fund to such areas. Every betterment brings a revolution. And such revolutions were always altered by stereotype peoples, whose earnings are associated with the poor factors. It seems a most mean and selfish approach till now in my life.
Welfare associated with the mass should not be coincide with our Mean or Self Centric approaches.
The similar kind of situation or say similar mindsets still persist with our management. People who find workplace more of a comfort zone and less as a platform to perform; are one who encourages these malpractices. Except notice and circulars, rest of the issues related with policies, process, benefits and privileges were avoided by the system to communicate among the employees. Moreover it is been observed many time, that the information were conveyed at the extreme last moment, which later leads to a big mess.
Considering the organization's politics and leg pulling of employees, I think "Communication Gap" is biggest weapon with the higher authority or say with the management.
It's the employee who has to become more proactive now in terms of information they need to grab rather wait to receive.
Many times in job when we approach to higher authority for some information, it become question for them why the employee asking. They hesitate in responding, ignore or even irritate from such question, seems that something is going from them. They believe, if I tell him/her everything then what will be my importance in this organization. I wonder why people having such psychology, that passing the information clearly could lead to lowering there value in the organization. But later stage I find its answer too, which lies in socio-economic factors and insecure feeling among the employees.
Considering the socio-economic factors, individual who drawing salary of 10 thousands or 15 thousands and having family of 4 members, it become harder to survive in this capitalist world. In such condition if there livelihood is associated with only job, he become so prone towards such thing which can alter there longevity in the organization. If a employee approach to these kind of people to know the details, they either shelved the issue or deviate the matter, in many case as what happen in our hotel industry, they respond, in such a matter that the new employee's morale goes immediately down.
Now talking about insecure feeling in the employees, it is been observed that employees who find the work place as more of comfort zone and less of workplace what we called in hindi 'karma bhoomi' are one who opaque the communication. They find there colleagues and subordinates are the biggest competitor or better say threat for there sustainability in the organization. At this moment, the only way they find is to go for communication gap.
Though, today there are organizations who are working on corporate governance by putting each and every information on employee's web-pages / e-mail ID. But it is implemented only by few good brands and MNCs.
There must be an attitude "to give up" specially when we working for common motive and this attitude should always taken into consideration, when we work for betterment of our society.
At this moment I would like to recall a phrase from Airtel advertisement–
"Communication breaks all the barrier"
Finally, I could just make a request from all the readers, that please encourage transparency in today's world especially when it is related to the welfare of our consumers, no matter they are helping to increase penny in your pockets or not… We are now in process to initiate such practice which could make life more easy in today's tuff world, coz nothing is precious than a peaceful human life…
Saturday, December 13, 2008
Professionalism in Hospitality
Professionalism in Hospitality!!!
A well known Sanskrit proverb, "Atithi devo bhava" which further re-defined in english as "Friendly and generous behavior towards visitors and guest, intend to make them feel welcome" is what now we called "Hospitality"
But do you really satisfy by conversion of this behavioral aspect into commercial aspect. By just saying "We are from Hospitality Industry" or "We are Hospitality Professional" doesn't make sense at all. Hospitality is something which is in your attitude, which is in being a good and kind hearted person, is what we call "Respect" reflected by love , affection and care for others... Truly speaking its not worth to call everyone a Hospitality Professional…Yes! Certainly we should refer them as a Service Professionals…
It become question now, how to re-vitalize the zest of true hospitality among the today's so called Hospitality Professionals… correlating two word Professionalism and Hospitality is easy but giving justification is hard.. Let us find out what is true sense of hospitality and how one can make it more meaningful when we talk about Professionalism in Hospitality.
In my five year's of life span in Hospitality Industry its harder to find any employee with the real smile on face. We all look very friendly, well-disposed, generous and try to become more and more caring when we are involved in providing Services to the Guest. Here I'm putting a question in front of you , How much comfortable do you find yourself by doing the same?
According to a research "Making yourself delighted forcefully led to adverse affect on our day to day behavior". Job in the hotels and other service sectors like – BPOs, Airlines etc involves such practices. In that case if we refer the Employee a Hospitable Person, definitely not sounds good. Yes it will give a soothing effect if we say they are Service Professionals. By putting such statement I'm not trying to affect the dignity of the front-line staff, rather putting effort to convey the right psychology required to become a hospitable person.
When I was working as a Waiter in a reputed hotel of India, we feel pride in doing service… but truly speaking if any one ask me are you hospitable at that moment, my zeal says "No"… We involved so much in increasing the sale, that sometime we forgot the Ethics of profession, that again lies in Hospitality… We minimize the options available, while recommendation. Say, we provide Regular RO drinking water, Packaged drinking water and Avian Mineral Water. Out of which the packaged water priced Rs.100 and Avian Mineral Water priced Rs.250. The manager forces us to sell mineral water as much as possible. In such cases we approach the guest and say "Shall I get a bottle of Mineral Water" definitely the frequency of "Yes" were more. There are only few guest who raises there voice saying "Won't you offer regular water"…
Similarly, if you talk about 'Upselling" its tough to find the ethics over there…
We cant increase the sale by making our self adhere with Ethics of profession.
Professionalism always teach us to show Empathy in spite of Sympathy. Think by brain not by heart… be professional in decision making… Non of your action lead to loss in revenue (in priority) and goodwill(in minority).
We get training on various type of Selling practices like- Cross, Switch, Upselling and so on. But never ever correlate the same with Ethics of the profession. Truly speaking business can't run by just adopting Ethics all the time, like one of my senior colleague says "Rules and Regulations are Guidelines we cant work considering or making rules and regulations mandate for us."
The similar thing I find in case of "Hospitality Industry". The word Hospitality is somewhat we say is a Ethics and thus we cant work with Ethics.
We need to become professional also in order to sustain….
Talking now about how to re-vitalize is the essence of Hospitality in profession, requires not only the thorough "training" but also involves developing a mindset with passion to serve with a right attitude. Developing a right attitude respective to the profession is good, but ensuring its implementation is tough. We dealt with 'n' number of employees in a company, and Human Resource put there best effort to hire person with domain specific attitude. People now are smart enough to speak; that's why the psychometric test is also incorporated by few companies in the procurement process in order to make there selection process worth for the companies. Research seems to play important role at this stage, especially related with "Understanding Employee Psychology", "Effectiveness of Selection Process", "How to ensure Implementation of Training Inputs", "Socio-Economic Factors affecting Employees Attitude" and other similar topics.
My dear friends, this effort of mine is to put forward some issues which are not focused and ignored by us, especially those which affect the Ethics and Morale of the profession and trade.
It would be delighted if you give your valuable comments and feedback on the above discussed matter.
A well known Sanskrit proverb, "Atithi devo bhava" which further re-defined in english as "Friendly and generous behavior towards visitors and guest, intend to make them feel welcome" is what now we called "Hospitality"
But do you really satisfy by conversion of this behavioral aspect into commercial aspect. By just saying "We are from Hospitality Industry" or "We are Hospitality Professional" doesn't make sense at all. Hospitality is something which is in your attitude, which is in being a good and kind hearted person, is what we call "Respect" reflected by love , affection and care for others... Truly speaking its not worth to call everyone a Hospitality Professional…Yes! Certainly we should refer them as a Service Professionals…
It become question now, how to re-vitalize the zest of true hospitality among the today's so called Hospitality Professionals… correlating two word Professionalism and Hospitality is easy but giving justification is hard.. Let us find out what is true sense of hospitality and how one can make it more meaningful when we talk about Professionalism in Hospitality.
In my five year's of life span in Hospitality Industry its harder to find any employee with the real smile on face. We all look very friendly, well-disposed, generous and try to become more and more caring when we are involved in providing Services to the Guest. Here I'm putting a question in front of you , How much comfortable do you find yourself by doing the same?
According to a research "Making yourself delighted forcefully led to adverse affect on our day to day behavior". Job in the hotels and other service sectors like – BPOs, Airlines etc involves such practices. In that case if we refer the Employee a Hospitable Person, definitely not sounds good. Yes it will give a soothing effect if we say they are Service Professionals. By putting such statement I'm not trying to affect the dignity of the front-line staff, rather putting effort to convey the right psychology required to become a hospitable person.
When I was working as a Waiter in a reputed hotel of India, we feel pride in doing service… but truly speaking if any one ask me are you hospitable at that moment, my zeal says "No"… We involved so much in increasing the sale, that sometime we forgot the Ethics of profession, that again lies in Hospitality… We minimize the options available, while recommendation. Say, we provide Regular RO drinking water, Packaged drinking water and Avian Mineral Water. Out of which the packaged water priced Rs.100 and Avian Mineral Water priced Rs.250. The manager forces us to sell mineral water as much as possible. In such cases we approach the guest and say "Shall I get a bottle of Mineral Water" definitely the frequency of "Yes" were more. There are only few guest who raises there voice saying "Won't you offer regular water"…
Similarly, if you talk about 'Upselling" its tough to find the ethics over there…
We cant increase the sale by making our self adhere with Ethics of profession.
Professionalism always teach us to show Empathy in spite of Sympathy. Think by brain not by heart… be professional in decision making… Non of your action lead to loss in revenue (in priority) and goodwill(in minority).
We get training on various type of Selling practices like- Cross, Switch, Upselling and so on. But never ever correlate the same with Ethics of the profession. Truly speaking business can't run by just adopting Ethics all the time, like one of my senior colleague says "Rules and Regulations are Guidelines we cant work considering or making rules and regulations mandate for us."
The similar thing I find in case of "Hospitality Industry". The word Hospitality is somewhat we say is a Ethics and thus we cant work with Ethics.
We need to become professional also in order to sustain….
Talking now about how to re-vitalize is the essence of Hospitality in profession, requires not only the thorough "training" but also involves developing a mindset with passion to serve with a right attitude. Developing a right attitude respective to the profession is good, but ensuring its implementation is tough. We dealt with 'n' number of employees in a company, and Human Resource put there best effort to hire person with domain specific attitude. People now are smart enough to speak; that's why the psychometric test is also incorporated by few companies in the procurement process in order to make there selection process worth for the companies. Research seems to play important role at this stage, especially related with "Understanding Employee Psychology", "Effectiveness of Selection Process", "How to ensure Implementation of Training Inputs", "Socio-Economic Factors affecting Employees Attitude" and other similar topics.
My dear friends, this effort of mine is to put forward some issues which are not focused and ignored by us, especially those which affect the Ethics and Morale of the profession and trade.
It would be delighted if you give your valuable comments and feedback on the above discussed matter.
Matter of Exposure that decides Student's Future
Matter of Exposure that decides Student's Future
This is all about Hotel Management Course running in India.
The course which was started in India around 1960 and took a formal shape after emergence of National Council of Hotel Management Catering Technology and Applied Nutrition in 1979, now spread throughout the nation. One can find Hotel Management Colleges in each and every corner of the country. But do you think the Hotel Management Institutions are able to provide the desired Job or able to meet the expectation of the students from the course. Lets uncover the reasons besides the same.
The curriculum design of Hotel Management Course allow students to understand the four major operational areas of the Hotel i.e. Kitchen, Food & Beverage Service, Front Office & Housekeeping. And to manage these areas exposure to allied subjects like Accountancy, Food Nutrition and Dietetics, Finance, Human Resource Management, Hotel Engg.&Facility Planning, F&B Cost Control, Hotel Law, Business Strategies and few more Management related subjects has been incorporated, so that the students can able to understand how to operate and manage the Hotels.
While designing any curriculum for Technical Education, like- Hotel Management, It seems almost compulsory to associate Industrial Exposure Training too, so the students can get real life exposure to the Hotel Industry and understand the components of Hotel Management.
Yes, its true that the four major operational areas are important and each and every students of Hotel Management should get exposure to these areas, to understand the basic procedures, but one should not make this the LIMIT OF EXPOSURE to Hotel Management students.
In today's scenario the exposure during 22 Weeks / 6 Months Industrial Training is only LIMITED to OPERATIONAL AREAS and seems more concentrated on F&B Service and that also in Banquets, where ample number of staff are required.
Most of the Hotel Management Graduates are not permitted to get exposure beyond basic hotel operations. And in such case the reasons should not be describes like-
"I learned from the basic and it takes 5 or 10 years to become a Manager/Supervisor for me, so you (student) too should learn in the same way".
Which is most prominent line used by Buddies or Mentors in the Industry under whom the students getting industrial exposure. Such conventional approach and thoughts should not allow to prevail in the industry. The mentors or buddies who are responsible for grooming of professional attitude and skills should not suppose to use any such dialogues which act as negative energy or de-motivating factors for the students.
The Industrial Training in hotels need thorough REVISION…
Its seems almost strange, when you find that a students from Food Craft Institute(FCI) which prepare professionals for specialized Operational Area through short term course and internship, why the Hotel Management graduates are merged with these candidates during Industrial Training and Job?
We know that students are like clay and the way we shape them, will later decides there career and future development.
Can I ask, why it is not necessary to give exposure to the Managerial Aspects besides Operational procedures? Why the cost factor seems more important than the student's career and future growth? The students of Hotel Management are not only meant for helping the operational level staff, they also suppose to the assist the Managers. Let them learn the COMPLETE hotel management rather allowing them only to wipe the glasses!!!
I know this statement tickles most of the Hoteliers & HR Peoples, but it's a bitter truth… When Hotels are concerning for their growth and development, then why can't we people concern for student's growth and development? How students can develop themselves for Management, if they are getting constant exposure to the Basic Hotel Operations?
And that is the reason why after completion of Hotel Management Course, these students are getting job of Waiter or entry level jobs in other operational departments of the hotels. On an average not more that 10% of Hotel Management Graduates are selected in Management of the Hotels. Yes now a days definitely Restaurant Chains becoming good alternative for getting job in Management!!! Even most of them find to opt alternative jobs in sectors like- BPOs / Banks etc.
Here both Hotel Management Institutions and Hotels has to work together to come up with such solution which allow students to think beyond hotel operations i.e. Management and Research & Development Activities.
I can ensure, once this will be thoroughly implemented across nation you will find a better Hotel Work culture. This could also reduce the problem of Talent Retention in the Hospitality Industry.
Else,
Just Change this Name to Hotel Operations dont associate the term Management with this course, it increasing the expectation!!!
This is all about Hotel Management Course running in India.
The course which was started in India around 1960 and took a formal shape after emergence of National Council of Hotel Management Catering Technology and Applied Nutrition in 1979, now spread throughout the nation. One can find Hotel Management Colleges in each and every corner of the country. But do you think the Hotel Management Institutions are able to provide the desired Job or able to meet the expectation of the students from the course. Lets uncover the reasons besides the same.
The curriculum design of Hotel Management Course allow students to understand the four major operational areas of the Hotel i.e. Kitchen, Food & Beverage Service, Front Office & Housekeeping. And to manage these areas exposure to allied subjects like Accountancy, Food Nutrition and Dietetics, Finance, Human Resource Management, Hotel Engg.&Facility Planning, F&B Cost Control, Hotel Law, Business Strategies and few more Management related subjects has been incorporated, so that the students can able to understand how to operate and manage the Hotels.
While designing any curriculum for Technical Education, like- Hotel Management, It seems almost compulsory to associate Industrial Exposure Training too, so the students can get real life exposure to the Hotel Industry and understand the components of Hotel Management.
Yes, its true that the four major operational areas are important and each and every students of Hotel Management should get exposure to these areas, to understand the basic procedures, but one should not make this the LIMIT OF EXPOSURE to Hotel Management students.
In today's scenario the exposure during 22 Weeks / 6 Months Industrial Training is only LIMITED to OPERATIONAL AREAS and seems more concentrated on F&B Service and that also in Banquets, where ample number of staff are required.
Most of the Hotel Management Graduates are not permitted to get exposure beyond basic hotel operations. And in such case the reasons should not be describes like-
"I learned from the basic and it takes 5 or 10 years to become a Manager/Supervisor for me, so you (student) too should learn in the same way".
Which is most prominent line used by Buddies or Mentors in the Industry under whom the students getting industrial exposure. Such conventional approach and thoughts should not allow to prevail in the industry. The mentors or buddies who are responsible for grooming of professional attitude and skills should not suppose to use any such dialogues which act as negative energy or de-motivating factors for the students.
The Industrial Training in hotels need thorough REVISION…
Its seems almost strange, when you find that a students from Food Craft Institute(FCI) which prepare professionals for specialized Operational Area through short term course and internship, why the Hotel Management graduates are merged with these candidates during Industrial Training and Job?
We know that students are like clay and the way we shape them, will later decides there career and future development.
Can I ask, why it is not necessary to give exposure to the Managerial Aspects besides Operational procedures? Why the cost factor seems more important than the student's career and future growth? The students of Hotel Management are not only meant for helping the operational level staff, they also suppose to the assist the Managers. Let them learn the COMPLETE hotel management rather allowing them only to wipe the glasses!!!
I know this statement tickles most of the Hoteliers & HR Peoples, but it's a bitter truth… When Hotels are concerning for their growth and development, then why can't we people concern for student's growth and development? How students can develop themselves for Management, if they are getting constant exposure to the Basic Hotel Operations?
And that is the reason why after completion of Hotel Management Course, these students are getting job of Waiter or entry level jobs in other operational departments of the hotels. On an average not more that 10% of Hotel Management Graduates are selected in Management of the Hotels. Yes now a days definitely Restaurant Chains becoming good alternative for getting job in Management!!! Even most of them find to opt alternative jobs in sectors like- BPOs / Banks etc.
Here both Hotel Management Institutions and Hotels has to work together to come up with such solution which allow students to think beyond hotel operations i.e. Management and Research & Development Activities.
I can ensure, once this will be thoroughly implemented across nation you will find a better Hotel Work culture. This could also reduce the problem of Talent Retention in the Hospitality Industry.
Else,
Just Change this Name to Hotel Operations dont associate the term Management with this course, it increasing the expectation!!!
Subscribe to:
Posts (Atom)
