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Judge Yourself before Judging Others

“Judge nothing, you will be happy. Forgive everything, you will be happier. Love everything, you will be happiest.” ~Sri Chinmoy Oh yeah, this has been a big one for me. Huge in fact! On my journey of discovering the best version of myself I have come to the realisation that many of my thoughts were based in judgments of others. The amazing part is, that it has taken all this time (42 years) for me to recognise this behaviour. I used to think I had strong opinions, was decisive, and able to “evaluate” others quicker than anyone. I “got” people, I understood where they were coming from, their motivations, and why they said what they said and did what they did. I found myself falling back into old clichés like; “I don’t suffer fools” or “you can’t bullshit a bullshitter”. I was a highly skilled definer, and an even better dismisser. Once I’d figured you out, my opinions were set in stone. I didn’t leave much room for changing those opinions either. Once I’d decided, that was it, you were what you were, according to me. With the benefit of time and hindsight, I’ve come to realise that since I was actively embracing a life of personal growth (or “Discovering the best me,” as I like to call it), I somehow felt that gave me free rein to comment on what others were doing. I’ve also realised this is a common behaviour in those of us on the personal growth path. When we are seeking change for ourselves, we sometimes feel we can comment on (or seek change for) the lives of others—about how they should behave, about what is acceptable for them, and so on. I had some inexplicable sense of entitlement that validated my judgmental parts in behaving …Read More

Good Communication Begins With Listening

The biggest conversation problem is we don’t listen to understand – we seem to listen to respond. Whether you’re interviewing for a new job, meeting with a prospective client or giving a presentation to your boss/colleagues – your success depends largely on your communication skills. Unfortunately, most people think of communication as talking or writing. They think primarily about getting their message across to the other person, and or responding to what the other person is trying to say. However, the key to being a great communicator is learning to listen.  Understanding what the other person is thinking will help you tailor your message to their needs and your future actions around that particular topic. This is the best way for you to succeed, become a better listener, a better employee, a better employer – even just generally a better person. Focus on the other person Remember the last time you tried to carry on a conversation with someone who was looking around the room or checking his/her watch? Frustrating right? Well imagine what it’s like for a potential employer. Let’s say Joe is interviewing with Susan the marketing manager at ABC Company. Joe is prepared. He carefully explains why he wants the job and what he can do for the company. Trouble is Susan notices that Joe frequently looks down or gazes out the window. She finds it difficult to take Joe seriously. Naturally, you’ll want to avert your gaze from time to time in order to avoid starring. Try to do this while still focusing on the other person. Practice maintaining eye contact with friends and colleagues. Soon you’ll feel comfortable in any situation. Stop thinking about you “No man would listen to you talk if he didn’t know it was his turn next.” (Quote from Ed Howe) …Read More

Employees – Please Stop and Ponder This

How can you succeed in the hospitality industry, especially if you wish to remain with the same company, at least in the short term? Try these simple guidelines for getting ahead or taking control of your own career development! A few simple concepts include: • Remember, promotion is a reward, it is not a right • In order to be noticed take a simple project and turn it into something that is both memorable and that showcases your abilities • Don’t dress for the job you’ve got, dress for the job you want • Keep improving Promotion is a Reward, it is not a Right  How many people in our business get frustrated because they see others progressing faster than they are? One might hear “I have been with the company for 3 years now…” as what is meant to be a convincing argument for promotion. The truth of the matter is that the growth and development that most people are seeking is going to happen when they show they are ready for it, and not before. Nobody can expect others to recognise and reward their potential if they are not at least prepared to create opportunities for that potential to shine through. This can mean volunteering, rather than waiting to be asked. It can mean being proactive about offering assistance, or asking for learning and development opportunities rather than waiting for someone else to offer them. It is just as important to realise that the career growth you seek has to be earned. In order to be noticed take a simple project and turn it into something that is both memorable and that showcases your abilities: The message is simple and is perhaps one of the best pieces of advice for anybody wishing to move their career along. It …Read More

Motivation: What Drives You?

What motivates you? What drives you? What inspires you to be more than you usually are? The truth is, several things motivate me, but from a business perspective, and for the purpose of this article, I will focus on just two: #1: I am motivated by seeing people treated well. I mean exceptionally well. It particularly excites me when the recipient of the kindness and the giver of the kindness don’t know each other. I love that! #2: I am also motivated by seeing people who work with pride, passion, and professionalism. You know the ones. The ones who work with a purpose. You can feel that they didn’t wake up to be mediocre, and they sure won’t sit on their laurels either. These are the ones who always look for ways to do more than is expected of them. The Guest Enquiry When working in our holiday parks, I often stand in and work beside the staff to ensure the message they are delivering to our customers is as it should be. On a recent trip to one of our parks, a potential guest came into reception to enquire about room availability – she asked about a couple of room options to which I replied “How about I meet you out the front of reception and take you around to the 3 different room types which I think will be most appropriate so you can choose which one would best suit your needs”. The guest smiled and responded with “I’d love that”. That may not sound like much, but when I was speaking with the potential guest and showing her the rooms, she said “that is the first time anyone has ever offered to show me the rooms before I book”. She was impressed. From where I sit, if …Read More

Tips for Increasing Guest Satisfaction Survey Conversion Rates

Feedback from your guests is invaluable; however, guests can also be inundated with requests to complete online surveys and unless there is something to make your request stand out, then most likely the guest will not bother with a reply. Follow these tips to combat “guest survey fatigue”: 1. Aim to improve email collection a) Establish a clear process for collection of email addresses from your clients. b) Train staff to collect accurate email data; –  Incentivise staff if necessary and establish goals and offer small rewards when the desired results are achieved. – Communicate and share achievements to assist with motivation. 2. Personalise your email and ensure that you have a compelling subject line a) Capture your guest’s attention with clear short phrase/s in the subject line of your email invitation. b) Include the domain name of your holiday park/resort to avoid confusion amongst guests receiving emails from an unusual address. c) Personalise the message in the body of the email with the guest’s name and thank them for staying with you. d) Consider incentivising your guest to complete the survey, make sure this is clear (take care that you do not violate any 3rd party/ social media conditions when offering an incentive). e) To prevent invitations from going directly to the spam folder, avoid copy that can trigger filters. f) Personalise the request using the guest’s main contact from your business. 3. Implement an effective survey design strategy a) Identify what you want/need from your surveys. It is imperative that you find out what guests like and dislike so that you know where to spend to improve your business and your online reputation. b) Survey must be visually appealing and specific to your property. c) Focus on key areas and keep the survey short. d) Use techniques that …Read More

Google Performance Ranking

The Best Way to Check your Park Performance in Google Google change how they rank websites many, many times every year. Google sets it own parameters for these rankings and unless you are very skilled at understanding these parameters or algorithms your website could end up being ranked so low that your clientele may never “find” you. It can also be quite difficult to check your ranking because Google also factor in “localisation and personalisation”. Localisation relates to the search results specifically for your location. E.g. If you’re in Brisbane and search “zoo near caravan park”, you’ll get different results to someone in Melbourne searching the same term. Personalisation will also affect your results if: • you’re signed into your Google account, then your view history and your social connections impact your search results. • or, perhaps, you follow someone on G+, the articles they write generally rank higher when you search on such topics they have covered. Algorithm updates, localisation and personalisation are the three challenges of rank tracking. Is there a way for you to track your rankings? Google Webmaster Tools is probably the most accurate tool to check your Google ranking. Anyone who has access to their website can set it up. 1. Log into or setup Google Webmaster Tools 2. Click the website you want to review 3. On the left-side, go to “Search Traffic” > “Search Queries”. 4. Note the filters and date range at the top. Use these to refine the data you’re after. The columns that appear are: Query: The search query used to make the website appear in search results. Impressions: The number of times one of the website’s pages appeared in Google’s search results. Clicks: The number of times people clicked from search results to the website. CTR: Click-through rate equals clicks …Read More

People Management – Dealing with “Precious” People

“Precious People” – Dealing with Hypersensitivity & Defensiveness If you’re a people manager it’s likely that you have been, or will at some point, be faced with the challenge of dealing with “precious people”. The draining influence of an overly sensitive or defensive person on both time and energy can be immense. Addressing the impacts of these people matters not only to their own success and your sanity, but also to the engagement and performance of the rest of your team. As tempting as it may at times be, to simply ignore people who constantly complain or over react, the only way to overcome the issue is to tackle it head on. Shifting the headspace, attitudes and actions of people who are hypersensitive and defensive is a critical priority for any leader and one that can only be achieved through hands on coaching. Influencing Change  Begin by expecting people to demonstrate emotional intelligence. Make it matter that people are self-aware and have the ability to regulate their emotions and conduct. Show respect and regard for how people feel, but expect also that they take responsibility for how they choose to think, feel and behave; including when times are tough or not to their liking. Sensitive people need to feel heard and understood. Having empathy and listening is critical to earning their trust and in turn being in a position to influence their development. To influence anyone, you need to appreciate how he or she thinks and feels. Understanding people will better enable you to challenge the beliefs and assumptions fuelling their concerns. Be empathetic while at the same time challenging people to choose more productive thoughts and emotions. When you show deep empathy toward others, their defensive energy goes down, and positive energy replaces it. That’s when you can get …Read More

Conducting an Interview – our tips and tricks for being successful

Resumes (CVs) and Cover Letters are important. However it’s from the interview where most businesses will make a decision on who to hire. An applicant has the opportunity to shine or destroy their candidacy at the interview, and an employer has to decide after the interview who should fill the position. So for the employer, it stands to reason that the interview has to be done properly in order to make the best hire. Consider the following: • Ask Easy But Direct Questions The internet has now made it easier than ever to prepare for job interviews. Some questions eg, “Tell Me About Yourself” still have their place, but you have to make sure you’re also integrating questions they may not have prepared for in order to ensure they’re not reiterating knowledge that may have been sourced or practiced. • Establish A Formal Process To Enable Fair Evaluation Of All Candidates This is essential to allow every candidate an equal opportunity to get the job. Sometimes emotions can influence the interview process. Some candidates may excel over others when there no formal procedures to analyse applicants is in place. Not everything has to be fully objective, but there should be some type of objectivity component, like set, mandatory questions and a panel analysis strategy. Remember, statistics have shown that an applicant only reveals about 20% of their personality in an interview process. Consider having a workplace trial for a few hours or even a day – this way their full potential or limitations may be highlighted more appropriately. • Communication Try to have more than one person interviewing a candidate. Have an interview strategy (with a list of pertinent questions) in place to make sure that you’re being as productive as possible in the interview, and finding out all of …Read More

Menu Psychology and Restaurant Marketing

A menu’s not just a piece of paper with your daily specials that’s thrust in front of a diner’s eyes. In fact, it’s quite possibly your restaurant’s most valuable marketing tool.

FreeSpirit takes ownership after Darwin resort acquisition

On Monday, FreeSpirit Resorts Pty Ltd purchased the freehold of Darwin FreeSpirit Resort, no longer just managing the operations, but now having full ownership and control of the resort. The management company had already held the leasehold on the Darwin property for nearly 11 years, until the opportunity to purchase the freehold recently became available. FreeSpirit Resorts Pty Ltd Chief Operations Officer Yvonne Bristow says the acquisition is the beginning of a new era. “Our involvement with Darwin FreeSpirit Resort dates back to our company’s inception, when we began by assisting corporate entities that had invested in holiday parks or resorts and did not have the operational expertise or desire to manage them,” Ms Bristow says. “Purchasing the freehold was the most logical step to take after managing the resort for almost 11 years and this now marks the beginning of a new era for us, as well as the resort. “The acquisition will allow us to operate unconditionally and further improve all facets of the resort.” “FreeSpirit also provides operational management services, training and development and master planning consultancy services for the entire caravan industry. Darwin FreeSpirit Resort is situated on 11 hectares in Holtze – 17km from the Darwin CBD and 3km from Palmerston – and when at capacity, has the ability to accommodate up to 1,500 persons per night. The resort has 3 pools, a licensed bar and bistro, function room, jumping cushion, camp kitchens, barbeque areas and much more. There are 150 rooms available at the resort, over 300 caravan and camping sites, as well as numerous amenity blocks including laundry facilities for guests. The resort has a great mix of guests from holidaymakers travelling to Darwin, but also people looking for short or long-term accommodation including contract workers. FreeSpirit Resort & Holiday Park Management also …Read More