ehma cyprus 2016 - "drivers & trends of luxury hospitality"
TRANSCRIPT
ETHOS
The
Ancient
Principles
for
Augmenting
Emotional
Energy
by
John M. Kalogerakis
- PATHOS - LOGOS
‘Man is the measure of ALL things’ Protagoras
• Creative but also Commercial • Friendly but also Demanding • Classical but also Modern • Extreme but also Conservative • Patient but also Fast • Human but also Professional • Emotional but also Logical •
The ‘hotelling’ world is
Technology is undoubtedly valuable for the guests
as it caters for greatly enhanced convenience and comfort
If however hoteliers want to make guests truly happy they must also cater
for the emotional connection
This is achieved by having ALL employees understand
& practice how to create this
EMOTIONAL CONNECTION
How to create the Emotional Energy
in the hotel
With what actions this energy can be
communicated to the guest
1
2
Emotion drives
ACTION
What ?
Why ?
Who ?
How ?
• In Ancient Greece hospitality was considered an act of virtue
• Guests ( Xenos=foreigner or stranger ) were protected by Xenios Zeus and Athena the Xenia.
• There was a divine requirement to take care of guests while not treating them well was considered a sin. Hospitality was like a ceremony and was provided to every guest who irrespective of the class he belonged, could stay in a special room called the ‘guest room’
• At the time of Homer, in any home, a stranger could find hospitality
• Hospitality had an important social effect, as it could link people of any class, even ordinary citizens with kings .
• A guest, upon his arrival, offered wishes to the hosting family and upon departure was offered gifts .
• The master of the house according to the ancient Greeks ‘The Hotelier’, would invite the guest to his house and would offer a meal in his honor .
• The invitation to a meal was called ‘call for hospitality’ • The stranger, after the standard bath, wearing luxurious
clothes offered by the host would sit on a throne of honor. • The meal lasted long with various discussions in which
the the lady of the house (hostess) would freely participate. The guest after the meal was expected to tell a a story or a joke .
• If for some reason the guest could not dine with the ‘hotelier’, food was sent to his room.
• Jupiter (Xenios Zeus) the God of Gods, was also the God of Hospitality, which indicated the importance of the institution
Hospitality was an essential element of everyday life
Jupiter (Xenios Zeus) the God of Gods, was also the God of Hospitality, which indicated the importance ancient Greeks gave to the institution of hospitality
‘The roots of Hospitality’
‘The roots of Hospitality’
Going back to the spiritual and ancient roots of hospitality, one encounters the teachings of Aristotle.
“How to …”
Aristotle insisted that the purpose of ethics is "practical" rather than "theoretical" or "speculative"
The School of Athens, or Scuola di Atene in Italian, is one of the most famous frescoes by the Italian Renaissance artist Raphael. It was painted between 1509 and 1511 as a part of
Raphael's commission to decorate the rooms now known as the Stanze di Raffaello, in the Apostolic Palace in the Vatican.
Aristotle insisted that the purpose of ethics is "practical" rather than "theoretical" or "speculative"
The School of Athens, or Scuola di Atene in Italian, is one of the most famous frescoes by the Italian Renaissance artist Raphael. It was painted between 1509 and 1511 as a part of
Raphael's commission to decorate the rooms now known as the Stanze di Raffaello, in the Apostolic Palace in the Vatican.
Devine Practical
ETHOS • Ethics • Morale • Trust
PATHOS • Passion • Emotion • Beliefs
LOGOS • Logic • Reason • Knowledge
Satisfy – Convince – Persuade – Sell
How the spiritual & ancient roots of Hospitality can help us today
• to socialize
• to empathize
• to ‘cue off’ other people
We are all ‘made’
Emotion is contagious
• When others are sad, - we get sad
• When others laugh, - we want to laugh
• When others are depressed, - we get depressed
• When others are scared, - we tend to get concerned
• Emotions can spread • from one employee to the next • and then to the customer
“Emotional contagion” is the tendency between two or more people to emotionally converge
The Social Values of the new decade ( 2020 ) for persuading others
Ethos Pathos Logos
Emotional energy ( EQ ) Spiritual energy ( SQ ) Mental energy ( IQ & CQ ) Physical energy ( Pilates !!! )
Mental Energy
Spiritual
Energy
The High Performance Pyramid The Making of a Corporate Athlete By Jim Loehr & Tony Schwartz
Emotional Energy
Physical Energy
The High Performance Pyramid The Making of a Corporate Athlete By Jim Loehr & Tony Schwartz
Emotional Energy
Physical Energy
Mental Energy
represents
Capacity
represents
Direction
represents
Quality
Spiritual Energy
represents
Purpose
With a strong sense of purpose, energy can be created
even when there is barely any physical, mental or emotional capacity.
How to think
How to behave
Find my purpose
with love
with
honour
Φιλοξενία Is in our DNA
“Do not forget to show hospitality to strangers, for by so doing some people have shown hospitality to angels without knowing it” (Heb. 13:2) “The Hospitality of Abraham”
Sense of purpose = ENERGY
Dining at the Captain’ s table !
Priviledge !
Honor !
Emotion drives
ACTION
Sence of purpose
drives
ACTION
Diseases
Accidents
Everything in our body works because it is based on energy.
Thinking is energy
Positive thinking is energy
Negative thinking is energy
and affects our psychology
Unhappy customers
The theory of multiple intelligences was proposed in 1983 by Howard Gardner as a model of intelligence that differentiates intelligence into various, rather than seeing it as dominated by a single general ability.
Howard Gardner
Peter Salovey & his colleague Jack Mayer defined & tested the concept of EQ in the early 1990s that launched the international scientific EQ movement. ( Dr. Salovey is Dean of Yale College )
Peter Salovey
Daniel Goleman
The Greek Philosophy of Influence
ETHOS > Model trustworthiness PATHOS > Seek first to understand LOGOS > Then to be understood
The Greek Philosophy of Influence • ETHOS is our ethical nature. • What is expected from us • What we have promised • Our personal credibility • Our personal trustworthiness
ETHOS
SQ
The Greek Philosophy of Influence • PATHOS is our empathy • It is an inside feeling • It is understanding how another feels • What others need • How others see things • What they are trying to say
PATHOS
EQ
The Greek Philosophy of Influence • LOGOS is our logic • It has to do with the power &
persuasion of our own ideas • Our particular thinking • Our logical proposals • It also incudes our creativity &
imagination of our proposals
LOGOS
IQ
CQ
ETHOS
PATHOS
LOGOS
The sequence is supremely important ! To move to LOGOS before people feel understood, is futile !
To try to create understanding when there is no faith in your character is likewise futile !
The hotelier of today needs ( more than ever )
Ethos - Pathos - Logos SQ - EQ - CQ
Everything has already been said ! But since many were not listening, we have to start all over again !
What Stephen
Covey said
to me
The hotelier of today needs ( more than ever )
Ethos - Pathos - Logos SQ - EQ - CQ
But we also discussed
something else
…
It is an internalized inclination to do good, with a strong sense of social responsibility.
Filotimo or Philotimo Etymologically ( lit.) it means "love of honor” ( philos + timi )
The honor referred to is not merely external, or for "show" purposes, but a psychologically internalized yardstick of goodness.
Is is a complex array of virtues, that encompasses honor, dignity & pride.
It is noble, honorable actions & behaviours, hospitality & responsibilities with each other
We all need love and to hear the voice of empathy. We all want to feel the soft and gentle energy of loving kindness, compassion, and heart-warming care,
which are the pillars of genuine hospitality.
“The Future of the Guest Experience” By Peter McAlpine
Develop the hotel staff continuously with Anthropocentric Training on the basic core values
Creating the much needed Emotional Energy in the Hotel
Develop hotel leadership behaviours so that they support the heart-based hospitality & guest experience 1
2
optimism
enthusiasm
exhilaration
euphoria
unease
denial
pessimism
panic
capitulation
bull market ends
bear market ends
despair
hope
relief
optimism
Market’s Emotional Roller Coaster MAINTAINING DISCIPLINE = KEY TO LONG-TERM SUCCESS
Liz Ann
Sonders
CEO & CIS
Charles Schwab & Co., Inc.
Currently, most hotels are :
OVERmanaged
UNDERlead
We can find
good managers
But its not easy to
find Good
leaders
Great Team-Work is always Inspired by the Team-Leader
Seminar : “Hotel Team LEADER-ment’
Seminar : “Hotel Team LEADER-ment’
People believe in the leader, then the vision & then ACT !
I will follow you if …
• you inspire me with your vision • you treat me with respect • you teach me new things • you do what you preach • you tell me the truth • you listen to me
Pericles on Leadership
Try catching them doing something WRONG !
Try catching them doing something RIGHT !
• Aha ! Gotcha ! • Wrong ! Mistake ! • Caught in the act eh ?
• Well-done ! • BRAVO ! • Thank you ! Good Job !
This is a brush. But in 1968 Joe Saltzer, a cleaner working for NASA saw it differently. When asked by a visitor what he did, he replied,
This level of commitment can’t be bought. But it can be developed !
“I’m helping to put a man on the moon.”
• Praise & • Recognition
There are two things people want more than sex and money...
In every hotel manager, In every hotel employee, there are …
Death Valley Flowers Panorama (3.15.2005)
seeds of potential… waiting for the right climate to flourish !
• Listen to my opinions & ideas • Never lie to me – tell me the truth
• Respect me • ‘Walk the talk’ – do as you preach
• Let’s have some fun • Teach me new stuff - but do not heart my ego
• Challenge me – or I’ll find someone else who will
• Inspire me with your vision – I am looking for a role model
• Be flexible – I have many other parts to my life that I need to fit in
What the young people want from their managers:
The new ( enhanced ) role of the Hotel Manager :
1. Inspire staff ( from the receptionist to the housekeeping lady ! )
2. Manage relationships – NOT people 3. Create a climate of ‘SELF-MOTIVATION’
4. Hotel
BRANDING
Social Psychology drives human behavior.
Economics is simply the score !
Peter Economides BRAND STRATEGIST
STOP selling
Your services
and start managing impressions !
Peter Economides BRAND STRATEGIST
P R Public Relations
P R Reference Person
We are NOT in the coffee business serving people
We are in the people business serving coffee !
Howard Schultz
Chairman & CEO of Starbucks
YOU are in the people business making them happy, stressless & relaxed
“ …. with our actions, we physically modify our brain to become better at it.”
“Έξις δευτέρα φύσις”
ARISTOTLE
Attitude ! ( Frame of mind )
If you ask any employee of any Disney park : What time does the park closes ?
They will answer you :
‘The park stays open until 8 o’clock in the evening’ !
Μαιτρ
Maitre d’ Hotel
Σεφ
Executive Chef
Διευθυντής Διαμονής
Rooms Division
Manager
Υποδιευθυντ. Επισιτιστικών
Assist. F & B
Manager
Διευθυντής Ρεσεψιόν
Front Office
Manager
Διευθύντρια Δημ. Σχέσ.
Public
Relations Manager
Διευθύντρια Πωλήσεων
Sales Manager
Γενικός Διευθυντής
General
Manager
Διευθυντής Εκδηλώσεων
Banqueting
Manager
Διευθυντής Επισιτιστικών
Food & Bever.
Manager
Διευθύντρια Πελατειακών
Σχέσεων
Guest Relations
Manager
Διευθύντρια Κρατήσεων
Reservations
Manager
Οικονομικός Διευθυντής
Financial Manager
Διευθύντρια Καθαρισμού
Executive
Housekeeper
Διευθυντής Προσωπικού
Personnel Manager
Διευθυντής Συντήρησης
Maintenance
Manager
The organization chart of the Management Team
The people of the Management Team
Alkis
Dimitra Agne Costas Dimitri
George Dimitra Christina Vaggelis Nick Harry
Sotiris Manolis Fofo John Sakis
Order taking or Order making
Social media is NOT just :
Click & post !!
Emotional energy felt by our children
Emotional energy felt by our children
Anthropocentric Coaching & Mentoring
Performance & Development Review ( PDR : Performance Appraisal with Developmental emphasis )
Anthropocentric Training & Development, to cultivate the various Quotients (EQ, SQ, CQ etc)
My proposal is
to use :
1.
2.
3.
A small thing can make a huge difference
Everyone you meet
is fighting a battle
you know
nothing about
Be kind
Virtual Concierge Human Concierge
Good morning Sir, how may I help you ?
Technological advances : of course we need them !
But there is a great danger : loosing focus !
‘Too much’ technology ?
‘Too much’ technology ?
‘Too much’ technology ?
‘Too much’ technology ?
Glasses take a picture ! Glasses open my e-mails !
Maps, TV, YouTube, Mobile phone, Music, Video
Glasses take a picture ! Glasses open my e-mails !
Maps, TV, YouTube, Mobile phone, Music, Video
The future of ‘hotelling’
People Technology
Technology
The future of ‘hotelling’
People
The future of ‘hotelling’
We live in PEOPLE’s TIME
Build the EMOTIONAL connection !!
Built this connection amongst yourselves & your customers !
Dinosaurs will be extinct !
The path to happiness Is to do what you love
The path to success Is to love what you do !
GET passionate about • Your Hotel • Your services • Your people • YOU !!
If you want to succeed in the hotel
business, NOW is the
If not YOU, then who ? If not NOW, then when ?
SUCCESS is a matter of
CHOICE
HAPPINESS is a matter of
CHOICE
ETHOS
We can all use
these
Ancient
Principles
to
Augment the
Emotional Energy
in our hotels
John M. Kalogerakis
- PATHOS - LOGOS
When you
want,
you find ways.
When you
don’t want,
you find
excuses !
LOVE never goes out of style !
Janine’s last letter written on paper towel. It is addressed to one of the daughters – there was no time to write to the other daughter …
“All you need is love” John Lennon & Paul McCartney
