Description

The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets is the essential hospitality management resource for navigating today’s rapidly evolving industry. Written by customer service expert Micah Solomon, this book delivers closely guarded secrets from top hoteliers and restaurateurs.

Success requires understanding diverse guest demographics—from boomers to millennials—and The Heart of Hospitality provides exactly that insight. Featuring a foreword by Ritz-Carlton’s Herve Humler, this compulsively readable resource shares exclusive wisdom from industry legends.

Learn from Four Seasons Chairman Isadore Sharp about building unsinkable company cultures, Danny Meyer’s hiring and training secrets, and Tom Colicchio’s customer-centric approaches. The Heart of Hospitality reveals Virgin Hotels CEO Raul Leal’s innovative strategies and Herve Humler’s techniques for engaging luxury travelers.

Patrick O’Connell shares hospitality connection secrets, David Rockwell discusses millennial-friendly design for W, Nobu, and Andaz properties, while Traci Des Jardins explains creating narcissism-free cultures. Eric Ripert contributes principles for simultaneous excellent guest experiences.

This book stands as an unparalleled industry resource, filled with first-hand stories providing actionable strategies. As Humler states, those seeking memorable service creating unbeatable competitive advantages will find secrets within The Heart of Hospitality.