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Work in Progress

​Crème de la crème

The hospitality industry has never been more challenging and exciting than it is today. Our industry is highly competitive and to prosper you need to ensure that your operation is best in its class.

Aiming for excellence in any field, whether it is sport, academia, or business, requires a very focused and committed desire to be the best at what you do. Observe anyone who has achieved excellence and you will invariably find a passionate, dedicated, and hard working individual who refuses to be second best.

Business, and in particular the hospitality business, is no different than sports when aiming for excellence. This applies to any individual who wishes to be the best chef, the best sommelier, the best housekeeper or the best manager.

Aiming for excellence also applies to the leaders of hospitality who wish to be recognized as running the best hotel, the best guest house, the best restaurant or the best tour company. 

Excellence is not five-star. Excellence is the very best at what you do. A bed & breakfast or small guest house can aspire to excellence; a hospital or conference venue can aspire to excellence.

Walt Disney's approach to quality is a good example of how to motivate a whole campus of people all singing from the same song sheet. They place a great deal of emphasis on creating a well-trained and enthusiastic workforce to ensure that each member of the cast knows exactly what their role is in this great enterprise.

Disney himself realized that you can dream, create, design and build the most wonderful place in the world – but it requires people to make the dream a reality. Disney also defines quality as attention to detail and exceeding guest expectations. Disney also collects an astonishing amount of data on its guests from surveys, focus groups, opinion polls, and other means.

Jan Carlson turned Scandinavian Airlines around, from failure to success with his ‘Moments of Truth’ strategy empowering all his front line staff who interact with customers every minute of the day.

In 1985 British Airways aspired to excellence by putting 35,000 staff members through a two-day training program on "putting people first," and the following year were voted best airline in the world. Their profitability also increased substantially. Unfortunately you cannot then sit back and expect the standards to continue.

Singapore Airlines is regularly voted best airline in the world because of their on-going strategy of consistently delivering service excellence. They acknowledge that having an international reputation for service means that passengers come with high expectations so they consistently research on how they can exceed expectations and introduce ‘wow factors.’

Achieving excellence is a continuous challenge and an ongoing relationship with the customer. All successful companies take both compliments and complaints seriously. Every complaint should be investigated not only to try and recover the customer but to use it as a learning lesson to avoid a recurrence
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Finding Your Calling

Norman Cousins once said “The tragedy of life is not death but what we let die inside of us while we live.

My mission in life is pretty straightforward: I want to help employees become extraordinary and our organizations get to world-class. This is not just business to me, it's my calling. 

This is greatest time in the history of humanity to be doing what we are doing. This is greatest time in the history of humanity to make commitments to be world class. This is the greatest time in the history of humanity to be extraordinary human beings to learn and grow and impact people around the world. It’s an exciting time to be alive.

Everyday learn to kick it up a notch. Be incredibility good at what you do.
No matter what you do , when you go out in the world each day, you have a chance to be a merchant of wow , to deliver value to other human beings, to pursue your gifts and your talents and in doing so, you do your part to make this world a better place.

Everyday, think how you can build your career to the world class level. Think how you can help your co-workers become more valuable. Think what you can do to be a shining example of poetic possibility your life is meant to be.

Soe Htun
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Chasing my calling

Everyday, I am chasing my calling, pursuing my devotion and advancing my mission. 

Martin Luther King Jr once said “If a man is called to be a street sweeper, he should sweep streets even as a Michelangelo painted, or Beethoven composed music or Shakespeare wrote poetry. He should sweep streets so well that all the hosts of heaven and earth will pause to say, 'Here lived a great street sweeper who did his job well.”

Everyone has the opportunity to lead each day. Leadership isn’t about your job title, the size of your paycheque or your office. It’s about your attitude. About your devotion to excel at everything you do. It’s about being inspirational and leaving people better than when you found them. About pushing the envelope, living your potential, being an example of possibility and doing your part to be a better human being. 

Soe Htun
​I am hospitality service trainer. My training programs provide the best customer service strategy on improving performance, motivating your employees to new levels that builds excellent customer loyalty.
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