- Contents - Introduction Theme 1 - Define Direction Chapter 1 - What is a strategic map and how can it help you to achieve excellence? Chapter 2 - How can you create a strategic map for your hotel? Chapter 3 - How can you measure the impact of your strategic map over time? - Contents - Introduction Theme 1 - Define Direction Chapter 1 - What is a strategic map and how can it help you to achieve excellence? Chapter 2 - How can you create a strategic map for your hotel? Chapter 3 - How can you measure the impact of your strategic map over time?

Theme 2 - Lead to Succeed Chapter 4 - What does leading people actually involve? Chapter 5 - How can you improve leadership effectiveness at your hotel? Chapter 6 - How can you measure leadership effectiveness over time? Theme 2 - Lead to Succeed Chapter 4 - What does leading people actually involve? Chapter 5 - How can you improve leadership effectiveness at your hotel? Chapter 6 - How can you measure leadership effectiveness over time?

Theme 3 - Engage Your Employees Chapter 7 - What does engaging your employees actually involve? Chapter 8 - What can you do to more fully engage your employees? Chapter 9 - How can you measure employee engagement levels over time?

Theme 4 - Captivate Your Customers Chapter 10 - What is ServicePrusOne and why is it important? Chapter 11 - How can you attain ServicePrusOne at your hotel? Chapter 12 - How can you measure the impact of ServicePrusOne over time? Theme 4 - Captivate Your Customers Chapter 10 - What is ServicePrusOne and why is it important? Chapter 11 - How can you attain ServicePrusOne at your hotel? Chapter 12 - How can you measure the impact of ServicePrusOne over time?

DEFINE DIRECTION What are you trying to achieve ? CAPTIVATE YOUR CUSTOMERS Are you truly customer focused? LEAD TO SUCCEED How effective is leadership at your hotel? ENGAGE YOUR EMPLOYEES Are your employees fully engaged? Drivers of Excellence

Think Do Review

◈ Efforts and courage are not enough without purpose and direction – John F. Kennedy □ Having a map to keep you on track is useful. □ Some hotel owners and managers do lose their way, not because of any lack of ability or effort, but because they don’t fully think through what it is they are trying to achieve. ← how to get there. What are you trying to achieve? Do How can you create a strategic map for your hotel? Do How can you create a strategic map for your hotel? Think What is strategic map and how can it help you to achieve excellence? Think What is strategic map and how can it help you to achieve excellence? Review How can you measure the impact of your strategic map over time? Review How can you measure the impact of your strategic map over time?

Understanding what a strategic map Why a strategic map is important How it can contribute to running a great hotel Rome was not built in a day!! Objects

 A strategic map will give you the framework you need to excel and achieve lasting business success.  With a strategic map you become outcome-driven and, as a result, you reduce the risk of failure because you make informed decisions about the development and growth of your business. Think - strategic map

☞ Vision, mission, strategic options, goals, strategy, programmes and plans. 1) It's all in the mind  how you view your business, and as a result, how you operate it.  Operations who truly believe in excellence take a different approach. 1. What does having a strategic map actually involve?

2) Your stakeholders - Primary Stakeholders / Secondary Stakeholders

- Three Primary Stakeholders

- 4 vital questions in relation your hotel : Think, Do, Review approach 2. Elements of a strategic map

1) No control - Nobody has control over what happens out there in the general business environment, regardless of size. - Having a strategic map is important in a hotel of any size. - Creating a strategic map for your hotel does not mean trying to be something you’re not; it does mean applying proven concepts for success. 3. Dispelling the strategic myths

2) Thinking about the future - Focusing on the future is a luxury that you simply can’t afford when you run a hotel. - Actually, it is because you live in the real world that you need to think about the future.

3) Knowing the industry - After all, they “know the industry” so who needs a strategic map? - Unfortunately this sort of thinking often catches up with them in the end. - But without your map, supported by accurate information, then your chances of success are diminished. - Effort and excellence are not the same thing.

4. Considering the realities

 Understanding what a strategic map is, why it's important and how it can contribute to running a great hotel is a critical first step on your journey to excellence. If the bottom fine is your only motive, or if you don't really believe in the benefits of taking a longer-term view to the development of your hotel, then you are likely find the guidelines in the coming chapters more hassle than they are worth. Achieving excellence takes time, effort and, more importantly, direction: Rome wasn't built in a day, as they say.  In the following chapter we will shift our attention to exploring how you can start to create or revise your strategic map. We will, however, end this chapter with a warning. While a strategic map can help a viable hotel to grow and prosper, unfortunately, nothing can turn a frog into a prince. If your operation is based on a bad idea, in the wrong location, at the wrong time then a strategic map will be about as useful as rearranging the deckchairs on the Titanic. Summary