WE all wish there were 25 hours in a day and eight days a week instead of 24/7. The hospitality industry has always been a 24/7, service-oriented field, but when fueled by this next generation that is fed by technology, the results make you question a lot.
How to keep up may be a toss-up between taking on more business and charging additional for after-hour work. But who defines off-hours? You’re already working Saturday afternoons, so that can’t be. People are expected to take time off from scheduled time off. This is a result of a generation that has learned to speak in tweets and technology that puts your entire desk in the palm of your hand! The current generation has learned to express itself within 140 characters—this is like shorthand was in the disco age but in the verbal form. I questioned where we were going, but then realized a short time ago we were all successful without these obstacles.
Multiple forms of communication are now all expected to be acceptable forms of booking business, altering contracts, confirming changes and sales inquiries. It is like a foreign language where this younger generation is the only one that knows all the secrets of how to decode or save a text. While trying to meet sales goals or watch operating costs, you are expected to effectively execute multiple forms of communications efficiently.
The reality? Texts are surpassing Facebook, and who is still in the email age? Then there is snail mail—that ancient pastime only to be used by the generation in retirement.
We’ve all had it happen: You get a voice message and listen to it and forget to flag it as a new one until a few days later. Or you read an email and forget to mark as unread so you can manage it when at your desk. Or maybe it’s a text, and after you review it, you realize there is no way to tag it as new. Maybe you get another call only to realize the task you were working on didn’t get fully addressed! Whatever your challenge is, they most commonly result in upset clients, vendors or employees.
Soon we will have full proposals in the form of a Pinterest board. The bride will enter the consultation, produce a Pinterest board and say, “Here is my vision, produce my wedding to look like this please.” Are we supposed to respond by pinning the price for the design? What is appropriate and what isn’t is the question. The answer is whatever works for your business, but most importantly don’t let a generation, trend or communication style ever define who you are, what your company does and the importance of relationships.
If I had the option for 25/8, I am not sure I would work more. I started Blue Eyes Consulting six years ago with the tagline “Never lose sight of the goal.” The two sets of blue eyes I look at and love everyday (my family) would get my extra day and hour.
If you have any comments or ways you have effectively managed younger professionals, communications and/or technology advances, let us know! Please send thoughts to Patty@blueeyesconsulting. com as soon as possible. We will post, pin and send a list of solutions, just as everyone is working on New Year’s resolutions and teeing up a new year with new habits, goals and practices.
AS A VETERAN IN THE HOSPITALITY INDUSTRY, PATTY MOSER USES HER 25 YEARS OF EXPERIENCE TO DEVELOP BUSINESS STRATEGIES THAT DELIVER GUARANTEED RESULTS FOR CLIENTS THROUGH HER PARKER-BASED BUSINESS, BLUE EYES CONSULTING.