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Exceptional Service Exceptional Profit

Author : Leonardo INGHILLERI
ISBN : 9780814415399
Genre : Business & Economics
File Size : 79.68 MB
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“Filled with treasure and big ideas, this book will help you become exceptional.” – SETH GODIN In a tight market, your most powerful growth engine—and your best protection from competitive inroads—is this: put everything you can into cultivating true customer loyalty. Loyal customers are less sensitive to price competition, more forgiving of small glitches, and, ultimately, become “walking billboards” who will happily promote your brand. In Exceptional Service, Exceptional Profit, insiders Leonardo Inghilleri and Micah Solomon reveal the secrets of providing online and offline customer service so superior it nearly guarantees loyalty. Their anticipatory customer service approach was first developed at The Ritz-Carlton as well as at Solomon’s company Oasis, and has since proven itself in countless companies around the globe—from luxury giant BVLGARI to value-sensitive auto parts leader Carquest, and everywhere in between. Now, readers can take the techniques that minted money for these brands and apply them directly to their own businesses. As Ken Blanchard writes, “Leonardo and Micah’s philosophies, rules, and winning examples of service excellence will make you want to implement their suggestions immediately in your own organization.” Filled with detailed, behind-the-scenes examples, the book unlocks a new level of customer relationship that leaves your competitors in the dust, your customers coming back day after day, and your bottom line looking better than it ever has before.
Category: Business & Economics

High Tech High Touch Customer Service

Author : Micah Solomon
ISBN : 9780814417911
Genre : Business & Economics
File Size : 62.21 MB
Format : PDF, Kindle
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Today's customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment -- lashing out at those that don't. Take heart: Old-fashioned customer service, fully retooled for today's blistering pace and digitally connected reality, is what you need to build the kind loyal customer base that allows you to survive and thrive. And High-Tech, High-Touch Customer Service spells out surefire strategies for success in a clear, entertaining, and practical way. Discover: Six major customer trends and what they mean for your business, Eight unbreakable rules for social media customer service, How to effectively address online complainers and saboteurs on Yelp, Twitter, TripAdvisor, and other forums for user generated content, The rising power of self-service and how to design it properly, How to build a company culture that breeds stellar customer service. High-Tech, High-Touch Customer Service reveals inside secrets of wildly successful customer service initiatives, from Internet start-ups to venerable brands, and shows how companies of every stripe can turn casual customers into fervent supporters who will spread the word far and wide -- online and off.
Category: Business & Economics

Four Seasons

Author : Isadore Sharp
ISBN : 1591842441
Genre : Biography & Autobiography
File Size : 25.58 MB
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A founder of the Four Seasons hotels shares the philosophy and values that he credits with his brand's success, recounting his rise from a disadvantaged child of immigrant parents while describing his commitment to superior design, quality amenities, and excellent service.
Category: Biography & Autobiography

100 Tips For Hoteliers

Author : Peter Venison
ISBN : 0595367267
Genre : Business & Economics
File Size : 34.12 MB
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Twenty-two years ago, author Peter Venison's Hotel Management became a best seller in the hotel and tourism industry, labeled a "must read" on the curriculum of every hotel school, and landed on the bookshelf of every hotel manager. Despite many requests for a follow-up volume, Venison declined, on the basis that he had nothing new to say. Now he does. Holed up for several weeks in five star hotels while concluding a complicated business deal, Venison realized that the standards offered by the industry still fall short of perfection. As a result, he has put pen to paper to produce this handy catalogue of suggestions to hoteliers, based upon his considerable personal experience as a hotelier and perpetual hotel guest. 100 Tips for Hoteliers guides you from the inception of a hotel to its opening and operation, offering practical tips for each stage of the journey. It should prove equally useful to hotel school students as a checklist of what they can expect, and also to practicing hotel managers as a reminder of their responsibilities. Proceeds from the sale of 100 Tips for Hoteliers will be donated to the Duke of Edinburgh Cup charity.
Category: Business & Economics

Hospitality From The Heart

Author : Brandon W. Johnson
ISBN : 1592985793
Genre : Business & Economics
File Size : 68.29 MB
Format : PDF, Mobi
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You may serve great food. You may have a beautiful building and grounds. You may have the hippest decor. You may have all of the newest technology wants and needs. In today's world, though, that's not enough. Because it's not just about all of those things or whether your marketing efforts bring customers to your place of business. It's about whether your hospitality will bring your guests back. Hospitality from the Heart-Part I is an inspiring fable featuring the likable but burned-out and misguided Jim Watts. Jim has the experience and the work ethic that industry professionals admire and believe lead to success, but Jim still feels as if he is missing some¬thing. After finding himself and his wife at the quaint Gottschalk Inn for an unplanned weekend, that missing piece begins to appear and he learns the invaluable lessons of customer service, hospitality, and HEART. Hospitality from the Heart--Part II is where the lessons of the story meet the real world. It is a step-by-step guide for you to apply the principles of HEART into your organization and life. The result? Improved employee engagement, better morale, extraordinary service, greater customer loyalty, and increased profits. And best of all? A better place to work — for your team and for you.
Category: Business & Economics

How To Run A Great Hotel

Author : Enda M. Larkin
ISBN : 1845283465
Genre : Business & Economics
File Size : 39.45 MB
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This book is based on the premise that being good is just not good enough in today's competitive environment. For hotel owners and managers who want to achieve lasting business success through a root and branch review of key processes, How To Run a Great Hotel is a 'must read'. It will serve as a personal business consultant for the hotel professional, probing and testing their thinking across four critical themes which are proven to drive excellence. The content focuses less on day-to-day operations and more on big picture concerns such as strategy development, enhancing leadership skills, engaging employees and attaining customer focus, all of which are central to building a great hotel. Without clear direction in these important areas to guide activities, ongoing daily effort can be counterproductive. It's easy for hoteliers to lose sight of their goals when, engulfed by operational demands, they are often forced to just do rather than to think about what they are doing. This book provides the reader with an opportunity to step back and take a fresh look at their hotel, no matter where it currently lies in its life cycle. The purpose of the book is to get them to question what it is they are doing, why they are doing it and to offer guidance on how they can make it even better. The book is easy to read, practical, and action oriented. It will help the reader to define clear plans with measurable goals for improved personal and business performance. AUTHOR BIOG: Enda Larkin was born in Dublin, Ireland and has over 25 years experience in the hotel industry having held a number of senior management positions in Ireland, UK and the US. In 1994 he founded HTC Consulting ( which specialises in working with enterprises in hospitality and tourism and since that time has led numerous consulting projects for public and private sector clients throughout Europe and the Middle East. He holds an MBA from ESCP-EAP Paris, a BSc in Management from Trinity College Dublin and a Higher Diploma in Hotel Management from Dublin College of Catering. He currently lives in Geneva, Switzerland and is a member of the Institute of Hospitality. He may be contacted at [email protected] CONTENTS: Acknowledgements Foreword Preface Introduction Theme 1 - Define Direction Chapter 1. What is a strategic map and how can it help you to achieve excellence? Chapter 2. How can you create a strategic map for your hotel? Chapter 3. How can you measure the impact of your strategic map over time? Theme 2 - Lead to Suceed Chapter 4. What does leading people actually involve? Chapter 5. How can you improve leadership effectiveness at your hotel? Chapter 6. How can you measure leadership effectiveness over time? Theme 3 - Engage Your Employees Chapter 7. What does engaging your employees actually involve? Chapter 8. What can you do to more fully engage your employees? 9. How can you measure employee engagement levels over time? Theme 4 - Captivate your customers Chapter 10. What is SERVICEPLUSONE and why is it important? Chapter 11. How can you attain SERVICEPLUSONE at your hotel? Chapter 12. How can you measure the impact of SERVICEPLUSONE over time? Make it Happen Theme 1 - Define Direction Theme 2 - Lead to Suceed Theme 3 - Engage Your Employees Theme 4 - Captivate Your Customers Looking ahead Tools and Resources Index.
Category: Business & Economics

Hospitality Branding

Author : Chekitan Dev
ISBN : 9780801465260
Genre : Business & Economics
File Size : 88.60 MB
Format : PDF
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In recent years the brand has moved squarely into the spotlight as the key to success in the hospitality industry. Business strategy once began with marketing and incorporated branding as one of its elements; today the brand drives marketing within the larger hospitality enterprise. Not only has it become the chief means of attracting customers, it has, more broadly, become the chief organizing principle for most hospitality organizations. The never-ending quest for market share follows trend after trend, from offering ever more elaborate and sophisticated amenities to the use of social media as a marketing tool-all driven by the preeminence of the brand. Chekitan S. Dev's Hospitality Branding brings together the most important insights from the author's many years of research and experience, all in a single volume. Skillfully blending the knowledge of recent history, the wisdom of cutting-edge research, and promise of future trends, this book offers hospitality organizations the advice they need to survive and thrive in today's competitive global business environment.
Category: Business & Economics

The New Gold Standard 5 Leadership Principles For Creating A Legendary Customer Experience Courtesy Of The Ritz Carlton Hotel Company

Author : Joseph Michelli
ISBN : 0071641637
Genre : Business & Economics
File Size : 21.2 MB
Format : PDF
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Discover the secrets of world-class leadership! When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed. The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization. He emerged with the key principles leaders at any company can use to provide a customer experience unlike any other, such as: Understanding the ever-evolving needs of customers Empowering employees by treating them with the utmost respect Anticipating customers' unexpressed needs and concerns Developing and conducting an unsurpassed training regimen Sharing engaging stories from the company's employees--from the corporate office and hotels around the globe--Michelli describes the innovative methods the company uses to create peerless guest experiences and explains how it constantly hones and improves them. The New Gold Standard weaves practical how-to advice, proven leadership tools, and the wisdom of experts to help you create and embed superior customer-service principles, processes, and practices in your own organization.
Category: Business & Economics

Setting The Table

Author : Danny Meyer
ISBN : 9780061868245
Genre : Business & Economics
File Size : 47.48 MB
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In October 1985, at age twenty-seven, Danny Meyer, with a good idea and scant experience, opened what would become one of New York City's most revered restaurants—Union Square Cafe. Little more than twenty years later, Danny is the CEO of one of the world's most dynamic restaurant organizations, which includes eleven unique dining establishments, each at the top of its game. How has he done it? How has he consistently beaten the odds and set the competitive bar in one of the toughest trades around? In this landmark book, Danny shares the lessons he's learned while developing the winning recipe for doing the business he calls "enlightened hospitality." This innovative philosophy emphasizes putting the power of hospitality to work in a new and counterintuitive way: The first and most important application of hospitality is to the people who work for you, and then, in descending order of priority, to the guests, the community, the suppliers, and the investors. This way of prioritizing stands the more traditional business models on their heads, but Danny considers it the foundation of every success that he and his restaurants have achieved. Some of Danny's other insights: Hospitality is present when something happens for you. It is absent when something happens to you. These two simple concepts—for and to—express it all. Context, context, context, trumps the outdated location, location, location. Shared ownership develops when guests talk about a restaurant as if it's theirs. That sense of affiliation builds trust and invariably leads to repeat business. Err on the side of generosity: You get more by first giving more. Wherever your center lies, know it, name it, believe in it. When you cede your core values to someone else, it's time to quit. Full of behind-the-scenes history on the creation of Danny's most famous restaurants and the anecdotes, advice, and lessons he has accumulated on his long and ecstatic journey to the top of the American restaurant scene, Setting the Table is a treasure trove of innovative insights that are applicable to any business or organization.
Category: Business & Economics

Hotel Management And Operations

Author : Michael J. O'Fallon
ISBN : 9780470177143
Genre : Business & Economics
File Size : 89.27 MB
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Hotel Management and Operations, Fifth Edition provides a practical, up-to-date, and comprehensive approach to how professionals across the industry manage different departments within their operation. From the front office to finance, from marketing to housekeeping, this resource offers advanced theory played out in practical problems. Multidimensional case studies are a notable feature, with complex management problems portrayed from multiple viewpoints; “As I See It” and “Day in the Life” commentaries from new managers provide further real-world perspective. Covering the latest issues affecting the industry, this text gives students and professionals an up-to-date, dynamic learning resource.
Category: Business & Economics