Articles

Operations Articles

The following articles are provided to enhance understanding of best practices, innovative ideas, and emerging trends in hospitality operations. Hospitality Resources International site members may click on a link to access the article.

     
  • Economic Stimulus . . . at the Tennis Courts

    by Mark McMahon

    With the economy impacting how club members and tennis players in general measure the value of where disposable income is spent more than ever, tennis directors need to revisit how they define the "value" of …

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  • Hand in Glove: Benchmarking and Budgeting

    by Ed Rehkopf

    The first step in establishing an operating budget is to forecast revenues. Until some measure of anticipated income is projected, the level of variable payroll and operating expenses is pure guesswork. For existing operations it …

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  • Managing Your Boss

    by Ed Rehkopf

    Just as a leader must manage available human, capital, and material resources to accomplish the mission, to be truly successful you must also manage the perceptions of superiors, in particular your immediate boss. Why is this …

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  • The Art of Club Retailing

    by Ed Rehkopf

    In the perfect world, retailers would know in advance exactly what their customers want; what styles, sizes, colors, and other factors enter into each purchase decision; when buyers want to purchase specific items; and how …

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  • Leadership: Respect, Not Like

    by Ed Rehkopf

    One of the basic tenets of leadership is that being a leader is not a popularity contest. Leaders need to make tough, often unpopular, decisions and can’t be swayed by group opinions. It is often …

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  • Disciplined Hiring

    by Ed Rehkopf

    There is no more critical task for managers than hiring the right employees. As Jim Collins says in his groundbreaking book, Good to Great, which delved into the reasons some companies outperform their competitors, that …

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  • Boards of Help

    by Don Vance

    Relationships with your Board of Directors (or your ownership, if you don’t work for a private club) are as critical a part of a general manager’s working life as telephones, computers and having enough clean …

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  • Empowering Employees

    by Ed Rehkopf

    Staff empowerment became a corporate buzzword in the Nineties and the consensus in the business press was that it was a good thing. Many companies claimed to empower their employees, but claiming to do so …

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  • Service the Ritz-Carlton Way

    by Ed Rehkopf

    I recently had the opportunity to attend a one-day training seminar at the Ritz-Carlton Leadership Center in Chevy Chase, MD, to learn how they provide their “legendary service.” The seminar was eye-opening and impressive. The …

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  • Setting Up a Linked Policies and Information Database at Your Hospitality Operation

    by Ed Rehkopf

    Communications among the management staff is critical to keeping everyone informed, on task, and functioning as a team with a common vision. But other than a weekly staff meeting it is often challenging for managers …

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  • Best Practices for Managers and Tennis Professionals

    by Mark McMahon

    All of us have at one time or another read about, or listened, as someone was talking about Best Practices. This short article provides two new best practices you should follow when first hearing about …

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  • Passively Creating a Hostile Work Environment

    by Ed Rehkopf

    Most leaders readily understand the negative impact of a hostile work environment on employees. Employees who aren’t properly trained, who aren’t given the tools and resources to do their jobs, and who are demeaned by …

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  • How Secure is Your Operation?

    by Ed Rehkopf

    Security is the overall responsibility of the General Manager, but is usually delegated to department heads in various areas of the operation. These individuals have close contact with and daily supervision of their areas and …

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  • A Discipline of Planning

    by Ed Rehkopf

    Managing a hospitality operation without a plan is like driving through a strange land without a road map. Given the size, complexity, and money invested in making an enterprise successful, why would anyone consider operating …

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  • Romancing Your Members - Member Relationship Management

    by Ed Rehkopf

    I recently read a book called Romancing the Customer, Maximizing Brand Value through Powerful Relationship Management written by two British authors. While its message was targeted to large businesses, often in the retail and service …

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