The Heart of Hospitality is the essential guide to creating exceptional customer service and hospitality forguests of all generations, including millennials, boomers, and more. Created by leading customer service expert and Forbes.com contributor Micah Solomon, it features top hospitality professionals including Herve Humler (Ritz-Carlton), Danny Meyer (Union Square Hospitality Group), Tom Colicchio (Top Chef, Craft)Isadore Sharp (Four Seasons), Patrick O'Connell (The Inn at Little Washington), and many more. The result is a hospitality management and customer service resource like no other.
* Virgin Hotels CEO Raul Leal: How Virgin Hotels created its innovative, future-friendly hospitality approach. * Tom Colicchio (Craft Restaurants, Top Chef): How to create a customer-centric customer experience in a chef-centric restaurant. * Four Seasons Hotels & Resorts Chairman Isadore Sharp:How to build an unsinkable company culture. * Danny Meyer, Union Square Hospitality Group CEO:His secrets of hiring, onboarding, training, and more.
* Ritz-Carlton Hotel Company President and COO Herve Humler: How to engage today's new breed of luxury travelers. * Chef Eric Ripert (Le Bernardin):How to create different experiences for different guests-in the very same dining room.
* 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.
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."