The heart of hospitality
Subtitle: great hotel and restaurant leaders share their secrets
By: Micah Solomon
Edition: First edition.
Publisher: SelectBooks
Published: 2016
Language: eng
Number of pages: 223
ISBN-13: 9781590793787
Subjects: Hospitality industry; Management; Food service management
Description: "Author explores the hospitality industry to learn how managers create successful customer experiences by exceeding the expectations of current generations. Includes anecdotes from interviews with owners, general managers, and chefs of leading lodging and food service organizations"--
Notes: Includes bibliographical references and index.
Table of contents: title: The last customer on Earth; title: Systems and standards : the secret weapons of service; title: People are the heart of hospitality; title: A culture of yes; title: Developing a genuine service style; title: Authenticity; title: Moviemaking and magic; title: The "chocolate tastes better together" theorem : becoming a conduit for guest; title: Relationships; title: What digital has done to your customer : changing guests, changing expectations.