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Micah Solomon

The Heart of Hospitality

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Success in today’s rapidly changing hospitality industry depends on understanding the desires of guests of all ages, from seniors and boomers to the newly dominant millennial generation of travelers. Help has arrived with a compulsively-readable new standard, The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets by Micah Solomon, with a foreword by The Ritz-Carlton Hotel Company’s president and COO Herve Humler.This up-to-the-minute resource delivers the closely guarded customer experience secrets and on-trend customer service insights of today’s top hoteliers, restaurateurs, and masters of hospitality management including:Four Seasons Chairman Isadore Sharp: How to build an unsinkable company cultureUnion Square Hospitality Group CEO Danny Meyer: His secrets of hiring, onboarding, training, and moreTom Colicchio (Craft Restaurants, Top Chef): How to create a customer-centric customer experience in a chef-centric restaurantVirgin Hotels CEO Raul Leal: How Virgin Hotels created its innovative, future-friendly hospitality approachRitz-Carlton President and COO Herve Humler: How to engage today’s new breed of luxury travelers Double-five-star chef and hotelier Patrick O’Connell (The Inn at Little Washington) shares the secrets of creating hospitality connectionsDesigner David Rockwell on the secrets of building millennial-friendly restaurants and hotel spaces (W, Nobu, Andaz) that resonate with today’s travelersRestaurateur Traci Des Jardins on building a “narcissism-free” hospitality cultureLegendary chef Eric Ripert’s principles of creating a great guest experiences, simultaneously within a single dining room.The Heart of Hospitality is a hospitality management resource like no other, put together by leading customer service expert Micah Solomon. Filled with exclusive, first-hand stories and wisdom from the top professionals in the industry, The Heart of Hospitality is an essential hospitality industry resource.As Ritz-Carlton 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.”
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265 printed pages
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Impressions

  • Marina Vasilyevashared an impression7 years ago
    💡Learnt A Lot

Quotes

  • Cansu Kaptanogluhas quoted6 years ago
    For all of the best intentions that most of us start out with in our businesses, it’s nearly inevitable that a high level of caring about the customer slips when customer numbers increase. And this loss directly sabotages the future growth of your company. The way to prevent too much slippage in standards is to be determined that you and your organization maintain the mindset that “If we did it right for our first guest, we’ll find a way to keep doing it for our millionth, one on one, without rushing or cutting corners.”
    The BUBL method of serving customers: An important concept is that every guest is surrounded by an individual, invisible protective bubble. Your team needs to learn to recognize when it’s okay to venture into the customer’s protective bubble—and how to interact with the customer while that bubble is open. The BUBL method suggests the following:
    Begin immediately to have the interaction when the occasion arises.
    Un-code (decode) the guest’s messages and pacing.
    Break your schedule—be flexible and take advantage of opportunities for interaction.
    Leave room for additional interaction before
  • Cansu Kaptanogluhas quoted6 years ago
    Great hospitality must be focused on one guest at a time. For the moments that you are together, treat every guest as if she were the only customer in the world
  • Cansu Kaptanogluhas quoted6 years ago
    At Le Bernardin, “It’s our responsibility to understand the need of the guest, to deliver an experience that’s individually crafted for each individual in the dining room.”

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