Hotel Sales Super Star

02/12/2010

2 Comments

 

Bring me Solutions not Problems!

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It’s a phrase that one of my first bosses used to say to me and it’s forever stuck in my head – and I think it’s a wonderful approach to take in life in general.  Think about how it applies to our sales and catering world..

Many times we become hung up on the little things in our day-to-day work  that frustrate us or impede our performance.  But how often do we actually sit do and determine  a solution?  It really is so much easier (and quicker) to just complain to colleagues about a problem than it is to fix it.

The speed of printing banquet event orders has been a major issue for my catering team.  For some technical  reason which I am unable to fathom, printing (or emailing) more than 5 BEO’s at once seems to take a long time at my hotel, with the worst part being that it locks up our computers through the printing process.  The IT team is involved and is ‘working on it’, but in the meantime everyone has been losing productivity and complaining.

The problem is that everyone has just been focused on one solution – and that is that IT will fix our computers ASAP and return the printing speed to an acceptable level.  While waiting for the solution everyone complains and the printing issue is now the go-to excuse for any other task not being completed!  Sound familiar?

So it was time for us to do a reality check.  The reality is that the printing problem is a problem that is not going away for us right this moment so it was time for us to deal with it and find an alternative solution.
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“Oh but finding an alternative solution is so much harder than just complaining – can’t I just continue to complain instead?”

The solution in our case was pretty easy.  We located a workstation that was not being used each day (as there is pretty much always someone out of the office on sales calls) and made that the printing/emailing BEOs workstation.  So until IT gets our problem fixed, whenever we want to print BEOs we go to the other workstation and start the print job and then head back to our normal workstations.  Is the solution ideal?  No.  But is the solution better than sitting and staring at a frozen PC for 5-10 minutes?  Absolutely!

I know this seems pretty basic but the point is simple.  Instead of focusing on the problem all the time, we should be focusing on ALL the possible solutions.  We ask this of our clients all the time when we ask them to shift their dates, move function rooms etc so we need to use our collective minds a little more and focus on solutions – not problems!