Successintoday’srapidlychanginghospitalityindustrydependsonunderstandingthedesiresofguestsofallages,fromseniorsandboomerstothenewlydominantmillennialgenerationoftravelers.Helphasarrivedwithacompulsively-readablenewstandard,TheHeartofHospitality:GreatHotelandRestaurantLeadersShareTheirSecretsbyMicahSolomon,withaforewordbyTheRitz-CarltonHotelCompany’spresidentandCOOHerveHumler.Thisup-to-the-minuteresourcedeliversthecloselyguardedcustomerexperiencesecretsandon-trendcustomerserviceinsightsoftoday’stophoteliers,restaurateurs,andmastersofhospitalitymanagementincluding:FourSeasonsChairmanIsadoreSharp:HowtobuildanunsinkablecompanycultureUnionSquareHospitalityGroupCEODannyMeyer:Hissecretsofhiring,onboarding,training,andmoreTomColicchio(CraftRestaurants,TopChef):Howtocreateacustomer-centriccustomerexperienceinachef-centricrestaurantVirginHotelsCEORaulLeal:HowVirginHotelscreateditsinnovative,future-friendlyhospitalityapproachRitz-CarltonPresidentandCOOHerveHumler:Howtoengagetoday’snewbreedofluxurytravelersDouble-five-starchefandhotelierPatrickO’Connell(TheInnatLittleWashington)sharesthesecretsofcreatinghospitalityconnectionsDesignerDavidRockwellonthesecretsofbuildingmillennial-friendlyrestaurantsandhotelspaces(W,Nobu,Andaz)thatresonatewithtoday’stravelersRestaurateurTraciDesJardinsonbuildinga“narcissism-free“hospitalitycultureLegendarychefEricRipert’sprinciplesofcreatingagreatguestexperiences,simultaneouslywithinasinglediningroom.TheHeartofHospitalityisahospitalitymanagementresourcelikenoother,puttogetherbyleadingcustomerserviceexpertMicahSolomon.Filledwithexclusive,first-handstoriesandwisdomfromthetopprofessionalsintheindustry,TheHeartofHospitalityisanessentialhospitalityindustryresource.AsRitz-CarltonPresidentandCOOHerveHumlersaysinhisforewordtothebook,“Ifyouwanttocreateandsustainalevelofservicesomemorablethatitbecomesanunbeatablecompetitiveadvantage,you’llfindthesecretshere.“
training FIRST FIVE FREE FUTURE HOSPITALITY NARCISSISM TRAINING
