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"Author explores the hospitality industry to learn how managers create successful customer experiences by exceeding the expectations of current generations. Includes anecdotes from interviews with owners, general managers, and chefs of leading lodging and food service organizations"--
"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.
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 empowermentùlashing 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 surviveùand thrive. And High-Tech, High-Touch Customer Service spells out surefire strategies for success in a clear, entertaining, and practical way. Discover: ò Six major customer trends and what they mean for your business ò Eight unbreakable rules for social media customer service ò How to effectively address online complainers and saboteurs on Yelp, Twitter, TripAdvisor, and other forums for user generated content ò The rising power of self-serviceùand how to design it properly ò 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 startups to venerable brands, and shows how companies of every stripe can turn casual customers into fervent supporters who will spread the word far and wideùonline and off.
This cutting edge and comprehensive book—with contributions from the star faculty of Cornell University's School of Hotel Administration—offers the latest thinking on the best practices and strategies for hospitality management. A must for students and professionals seeking to enter or expand their reach in the hospitality industry, The Cornell School of Hotel Administration on Hospitality delivers the authoritative advice you need to: Develop and manage a multinational career and become a leader in the hospitality industry Maximize profits from franchise agreements, management contracts, and leases Understand and predict customer choices, and motivate your staff to provide outstanding service Manage hospitality businesses and the real estate underlying the businesses Control costs, coordinate branding strategy, and manage operations across multiple locations
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 (www.htc-consult.com) 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.
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.

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