With Regards: Archives ~

With regard to... Enthusiasm   "Nothing great was ever achieved without enthusiasm." - Ernest Hemingway- While driving home from work yesterday I observed a young man out for a jog with his dog. I could not tell what breed the dog was however, it was a very large puppy. The young man was fully intent upon moving in a straight direction down the sidewalk and it was obvious that the puppy was having nothing of this. The young man had the puppy on one of those newfangled retractable leashes which was played out all the way between his legs, around a couple of large bushes and a street sign. As I watched the first entanglement was untangled, then the second and the third or fourth. Then the young man knelt down and obviously explained to the puppy that such action was not endorsed while jogging down the sidewalk. With tail wagging, ears slightly raised and eyes fixed on his master, the puppy listened intently. Off they went again and as the young man let out the leash again the puppy adequately demonstrated that while simple jogging was all right, it could be greatly enhanced when a little enthusiasm was added. As I turned the corner toward home the young man was again unwinding the results of enthusiasm on a leash. These days, the Front Desk at Scottsdale Camelback Resort, exudes enthusiasm. Robin has assembled a group of associates who are approaching the Guest Service opportunities with zeal. Sarah, Liza, Zachary, Freddy Rey and Keith provide a solid foundation (or leash if you will) while Zoe, Brenda, Jesse, Myrna and Aubree supply the enthusiasm. The new uniforms and new name tags were an added plus because they all feel and look professional. The simple truth is that if you look good, feel good, have a little enthusiasm and are allowed to roam a little on an extended leash, you learn what to do rather quickly, and before long can do without the leash at all. At Scottsdale Camelback we call that Empowerment and it is part of Horizontal Management. If you follow With Regard, these are both words you have heard before. Sometimes when we are trying to offer a new idea or vision, we get the notion that if it doesn’t sound complicated it won’t be taken seriously by others. The Offensive Coordinator for a Professional Football Team will use a lot of X’s and O’s to diagram a long forward pass while out on the school yard, in a pickup game, we just say: "Bill, you go long, everybody else block!" The facts about Horizontal Management are very simple: When employees have a direct and tangible influence on the product or services they produce, they demonstrate greater commitment to and care for the work they do and the customers they serve. What are some of the factors which would provide reason for employees to be enthusiastic about their jobs? [1] Skill variety: The worker in the automobile factory will, in all probability, not demonstrate much enthusiasm if his job is limited to polishing a hubcap. Skill Variety comes from the simple objective of cross training. At the Scottsdale Camelback Front Office Robin and Sarah have developed a Training Manual that facilitates each associate acquiring all the skills necessary to do any job in the Front Office and Reservation Areas. [2] Task identity: The worker can only identify with the task if they are allowed to complete the task from start to finish. The enthusiasm demonstrated by Zoe, Brenda, Jesse, Myrna and Aubree as they in turn processed their first reservation, their first check in or check out without someone standing over their shoulder, not only validated the training manual, but the Horizontal Management concept of owning the job. [3] Task Significance: The worker who is relegated to performing the trivial parts of the job, while observing others performing the more meaningful functions, will not be able to maintain what little enthusiasm they did have the first time they were allowed to perform these trivial tasks. As they demonstrate the job functions live, Liza, Zachary, Freddy Rey and Keith make sure that the trainee understands that the functions, which appear to be trivial, are really vital steps along the path to task completion. [4] Autonomy: The worker will not demonstrate enthusiasm if they are repetitively told over and over again, not only to do a job, but how to do the job. Supervisors who fail to empower their associates to, not only plan, but carry out their functions, rarely see any zeal from their staffs. The Guest Services Training Manual at Scottsdale Camelback not only identifies the various tasks that are necessary, explains why they are required, but also how to plan for and perform them independently. [5] Feedback: The worker who consistently performs a job function correctly, without some conformation that others are aware of that performance will quickly lose whatever enthusiasm they gained from the initial effort. The Horizontal Management System at Scottsdale Camelback is designed to not only share with the associates information about their performance, but to recognize and reward them for the proficiency and passion they bring to the job. Final thought The Guest Services Department at Scottsdale Camelback has become a model for creating opportunities that associates savor, can identify with and are committed to own. The staff willingly assume total responsibility for the outcome of their activities and are inspired to provide service which exceeds expectations. At the occasion of their arrival at these associates resort, both Guest and Owner, are exposed to this enthusiasm as they are Welcomed Home. Then this group proceeds to do everything possible to insure that, while these Guests and Owners are here, (under our roof), their total happiness is our uttermost obligation. After all, that’s our mission.....

Jerry Sikes, RRP / CHA, is President of Professional Resort Operators, Inc., Scottsdale, Arizona. He has 35 years in the Hospitality Industry / 25 years in Timesharing, and is the current Co-Chairman of ARDA Arizona as well as Chairman of the Arizona Timeshare Management Association. Jerry is a frequent guest speaker regionally and nationally on all aspects of Timeshare Management and a frequent contributor of articles for industry publications. Email: boyjerry@cox.net Phone 480-947-3300 Fax 480-947-6853 Web site: http://www.protimeshare.com

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