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Doug Kennedy goes beyond offering traditional hospitality concepts such as “telephone skills,” “using customer names,” and “techniques for handling complaints,” all of which have been covered again and again by others. Instead, readers explore the true heart of hospitality, because that’s where it all starts. “So You REALLY Like Working With People?” draws on the many hospitality lessons Doug learned from personally training more than 20,000 managers and frontline staff of hotels, resorts and lodging companies of all types throughout North America and worldwide. Many of the stories shared herein originate from the hospitality superstars he has met in doing so. Doug’s content also comes from his 19 years working as a frontline customer service employee, including eight years in the hotel business and 11 years working his parents’ small business from age 9. By reading his “Five Principles for Hospitality Excellence,” readers will not only learn how to deliver service experiences that foster customer loyalty and “word of click” social media advertising, but they will also learn how to have a lot more fun along the way!
Go beyond traditional training with “So You REALLY Like Working With People?: Five Principles For Hospitality Excellence” – the definitive guide that explores the true heart of exceptional guest service. Author Doug Kennedy draws on his experience training over 20,000 professionals worldwide to deliver insights that transcend typical concepts like telephone skills and complaint handling.
This comprehensive guide is rooted in real-world experience: Doug’s 19 years as a frontline customer service employee, eight years in the hotel business, and stories from industry superstars he’s met throughout his career. Rather than rehashing what’s been covered before, “So You REALLY Like Working With People?” dives into what truly matters – the authentic passion and principles that create exceptional guest experiences.
Inside, discover the Five Principles that will transform how you deliver service, foster customer loyalty, and generate powerful word-of-mouth and social media advertising. Whether you’re a frontline staff member, manager, or industry leader, this book shows you how to achieve excellence while having more fun along the way.
Learn the heart of exceptional service. Transform your approach. Build lasting guest loyalty.
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