What Makes It All Work? 

by Art W. Marshall - President, Marshall & Associates

 

“Why do so very few organizations ever achieve excellence?"

 

"I want my organization to be the very best in the industry."

 

"What can I do to assure we are the best of the best?” 

 

 

I have been asked these and similar questions thousands of times. Yet the answer is so obvious ninety-five percent of hospitality industry owners / managers never even consider it.  Yes, only five percent of the industry operators achieve and maintain excellence in performance.

 

The answer is not complicated; you don’t need to call in outside professionals to identify it. No one can claim a proprietary control to it.  The answer is already in your own operation.  Yes, like it or not, you are the answer.  It is your vision, commitment, tenacity and integrity that can make your organization the very best of the best in the industry. 

 

Be honest with yourself.

Do you want that level of excellence badly enough to make it happen?  Do you have the Guts?  Are you willing to work that smart?  If the answer is no or I’m not sure then for heavens sake get out of the industry, you are giving the five percent a bad name.  If the answer is yes then quit talking about it, look around, begin to take inventory of yourself.   Who are you really, in relation to this wonderful industry? 

 

Do you always, instinctively, truly recognize excellence or only notice it on occasion when you are already thinking about it?  How high are your standards?  When you are in yours or anyone else’s facility do you consistently see all the details of excellence that are missing?  Do they send you up a wall, if no why not?  If not can you honestly call yourself an industry professional?   If you are not an industry professional then at what level are you?  Are you simply a good or maybe merely an acceptable or performer?  No matter your answer ask yourself why?  Document your answer.  File it for future reference. 

 

If you are going to become an industry professional (one of the five percenters) you will need to frequently evaluate your performance.  The answer you file away today will provide you with a base to compare your personal and professional growth to.

 

If you are satisfied with good or simply better than average I recommend you stop reading right here.  Before you close this page however, let me make one more point. 

 

There is a huge difference between good and excellent

The difference is that the excellent manager / owner is in the top five percent of our industry’s leaders.  Their facility can be a concession stand or a fine dining restaurant and resort.  No matter the style of business the excellent manager/owner is always seeking perfection and is absolutely never satisfied with today’s successes.  They are driven by their passion for excellence.  They have developed professional vision.  They see everything that is not simply wrong; instead they see everything that is not just exactly right.  The true professional can not pass by a cluttered parking lot, landscaping that is not fresh and well attended, finger prints on the entry door, a place setting that is not exactly straight, a stain on a chair seat, a wilted flower on the hostess station, an order of toast that is too light in color, a hot food item that does not show, by its appearance, that it is indeed hot, an employee not making eye contact with a guest or even a guest having to ask for their check.  These and hundreds of other points of service all must become a matter of habit for you if you want to become recognized as one of the top five percent of the industry’s professionals.  You must see everything that is not exactly right.

 

Do YOU have a Passion for Excellence?

When you develop the instincts of a professional you will have to actually look for reasons to complement your staff because if they are performing up to your standards you may not notice it. After all if you only see what is not exactly right you will find your self not noticing those things that are exactly right?  Sound confusing?  Well it won’t be when you get there.  You will exude pride and confidence in your staff as well in yourself. 

 

The Payoff!

Your guests will return more frequently and with their friends.  After all, everyone wants to show how clever they are by letting their friends know they found this wonderful place to go to get the best service and quality  in the entire surrounding area.  If you are not the best of the best that place won’t be yours.