Description
Product Description
The Heart of Hospitality
is
the essential guide to creating exceptional customer service and hospitality for
guests of all generations,
including millennials, boomers, and more. Created by leading customer service expert and Forbes.com contributor Micah Solomon,
it features top hospitality professionals including
Herve Humler (
Ritz-Carlton), Danny Meyer (Union Square Hospitality Group)
,
Tom Colicchio
(Top Chef, Craft)
Isadore Sharp
(
Four Seasons)
,
Patrick O'Connell
(The Inn at Little Washington)
, and many more. The result is a hospitality management and customer service resource like no other.
Features include:
* Virgin Hotels CEO Raul Leal: How Virgin Hotels created its innovative, future-friendly hospitality approach.
* Tom Colicchio (Craft Restaurants, Top Chef): How to create a customer-centric customer experience in a chef-centric restaurant.
* Four Seasons Hotels & Resorts Chairman Isadore Sharp: How to build an unsinkable company culture.
*
Danny Meyer, Union Square Hospitality Group CEO: His secrets of hiring, onboarding, training, and more.
* Ritz-Carlton Hotel Company President and COO Herve Humler: How to engage today's new breed of luxury travelers.
* Chef Eric Ripert (Le Bernardin): How to create different experiences for different guests-in the very same dining room.
* Designer David Rockwell (W, Nobu, Andaz): Secrets of designing hotel and restaurant spaces that resonate with modern travelers.
* Restaurateur Traci Des Jardins: Building a "narcissism-free" hospitality culture.
As
Ritz-Carlton Hotel Company President and COO Herve Humler says in his foreword to the book,
"If you want to create and sustain a level of service so memorable that it becomes an unbeatable competitive advantage, you'll find the secrets here."
Review
"A spectacularly useful look at what determines success in the hospitality industry, packed with the insights of great leaders and practitioners from our industry, put together by Micah Solomon, one of today's preeminent thought leaders on where hospitality, customer service, and customers themselves are heading."
--
Herve Humler, President and COO, The Ritz-Carlton Hotel Company
"Sooner or later, we're all in the hospitality business. I bet you'll find that Chapter 8 alone is worth the cost of the book." --Seth Godin, Author, What to Do When It's Your Turn
At Virgin Hotels, we are building a new hotel experience-something that can only be done by learning lessons from the greats of our industry and understanding the needs and wants of today's consumers. In
The Heart of Hospitality, Micah Solomon--one of the true thought leaders of the customer experience--has gathered unparalleled hospitality wisdom and distilled it in an incredibly readable and useful format. We were delighted to be part of this project and recommend it to any company or individual looking to grow within our industry."
--Raul Leal, CEO, Virgin Hotels
"In this groundbreaking new book, Micah Solomon manages to distill the wisdom of some of America's most enlightened hospitality professionals. He combines the power of their insights with his own refreshing point of view in a compelling narrative style that is concise and to the point. The Heart of Hospitality illustrates that ultimately it is the human connection that builds and sustains guest loyalty. This is an inspirational and useful book for anyone interested in customer satisfaction. Is there anyone who isn't?" --Patrick O'Connell, Chef/Proprietor, The Inn at Little Washington
"An incredibly valuable look at the hospitality industry, hospitality management, and how to succeed with today's (and tomorrow's) guests."
--Sara Kearney, Vice President, Hyatt Hotels Corporatio
n
"It's ironic, but many people and organizations in our industry fail because they lack knowledge and insight for how to provide true hospitality, how to truly care for the guest. T