The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets

by Micah Solomon  (Author), Herve Humler (Foreword)



The Heart of Hospitality is a hospitality management and customer service resource like no other, an essential guide to navigating customer service and consumer trends in the hospitality industry and others. Created by leading customer service expert Micah Solomon, with a foreword by Ritz-Carlton President/COO Herve Humler and contributions from top professionals in the hospitality industry (restaurateurs Danny Meyer and Tom Colicchio, Four Seasons Chairman Isadore Sharp, Virgin Hotels' CEO Raul Leal, and many others), this compulsively readable volume helps you understand and serve guests of all generations, including the newly-prominent millennials, via first-hand stories and closely guarded hospitality secrets from top hotel, restaurant, and other hospitality professionals, including:

* Danny Meyer, Union Square Hospitality Group CEO: His secrets of hiring, onboarding, training, and more.
* Four Seasons Hotels & Resorts Chairman Isadore Sharp: How to build an unsinkable company culture.
* Tom Colicchio (Craft Restaurants, Top Chef): How to create a customer-centric customer experience in a chef-centric restaurant.
* Virgin Hotels CEO Raul Leal: How Virgin Hotels created its innovative, future-friendly hospitality approach.
* Ritz-Carlton Hotel Company President and COO Herve Humler: How to engage today's new breed of luxury travelers.
* 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.
* Celebrity Chef Eric Ripert (Le Bernardin): How to create different experiences for different guests-in the very same dining room.

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."