HOSPITALITYDOCTOR.COM
Max Hitchins - The Hospitality Doctor
Will you still be in business in 2022?
20% of Hospitality and Tourism businesses around the world are expected to be wiped out by the Covid-19 pandemic. Hence, all the articles I write, appearing in THA Hospitality Review in 2021, will be designed to help you ‘stay in the fight’ to remain in business and prosper. I have researched with mentors, approached friends, colleagues and operators asking for strategies and ideas based on their knowledge, skills and proficiency. I have collected video clips and stories from around the world that tell of strategies designed to help in the challenging times ahead. Here is just one of the strategies to help you remain in business. A person who has inspired me during my career in the hospitality industry is Teddy Roosevelt (US President 1901 - 1909. He once said “Nobody cares how much you know, until they know how much you care.” One particularly memorable thing happened to me during the ‘isolation’ period of Covid-19 in Australia in 2020. It was a telephone call from a staff member of our local politician - Trent Zimmerman. The caller said “Hello Mr Hitchins. My boss asked me to call you to see if you are OK...and if there is anything we can do for you to help you get through to the other side of the pandemic?“
Now, at the time, I barely knew Trent Zimmerman. But I found this strategy of having one of his staff contacting me to be very impressive. What a simple and effective thing to do. I give Mr Zimmerman the credit for motivating me to write my eBook. I have written to him and thanked him for doing so. Now…I have a new good friend…and he has a new loyal supporter. Can I suggest whatever size of your hotel, pub, club, restaurant, bar, or motel you adopt this idea and do a similar thing by contacting all the people in your database. It will be easy to get a call centre to make the calls for you. But, I suggest YOU (the owner, general manager, office manager or restaurant manager) dedicate some time tomake this kind of call to your ‘very best’ customers.
THA HOSPITALITY—REVIEW: JUNE 2021 | 38
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