Publisher Description
The Heart of Hospitality is the essential guide to creating exceptional customer service and hospitality for guests of all generations, including millennials, boomers, and more. Created by leading customer service expert and Forbes.com contributor Micah Solomon, it features top hospitality industry 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-essential for businesses inside and outside the hospitality industry.
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."
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About Micah Solomon
Micah Solomon has
been named by the Financial Post as
“a new guru of customer service excellence.” He is a top keynote speaker and
consultant on customer service issues, the customer experience, and company
culture. A successful entrepreneur, he coauthored the book, Exceptional Service, Exceptional Profit.
His expertise has been featured in Fast Company,
Inc. magazine, Bloomberg Businessweek, Forbes.com, NBC and ABC television
programming, and elsewhere. He lives in Seattle.
About Kevin T. Collins
Kevin T. Collins, an Audie Award–winning audiobook narrator, is an actor, singer, recording artist, and director who can be seen off Broadway, on television, and in films.