Success in today’s rapidly changing hospitality industry depends on understanding the desires of guests of all ages, from seniors and boomers to the newly dominant millennial generation of travelers. Help has arrived with a compulsively-readable new standard, The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets by Micah Solomon, with a foreword by The Ritz-Carlton Hotel Company’s president and COO Herve Humler.
This up-to-the-minute resource delivers the closely guarded customer experience secrets and on-trend customer service insights of today’s top hoteliers, restaurateurs, and masters of hospitality management including:
Four Seasons Chairman Isadore Sharp: How to build an unsinkable company culture
Union Square Hospitality Group CEO Danny Meyer: His secrets of hiring, onboarding, training, and more
Tom Colicchio (Craft Restaurants, Top Chef): How to create a customer-centric customer experience in a chef-centric restaurant
Virgin Hotels CEO Raul Leal: How Virgin Hotels created its innovative, future-friendly hospitality approach
Ritz-Carlton President and COO Herve Humler: How to engage today’s new breed of luxury travelers
Double-five-star chef and hotelier Patrick O’Connell (The Inn at Little Washington) shares the secrets of creating hospitality connections
Designer David Rockwell on the secrets of building millennial-friendly restaurants and hotel spaces (W, Nobu, Andaz) that resonate with today’s travelers
Restaurateur Traci Des Jardins on building a “narcissism-free” hospitality culture
Legendary chef Eric Ripert’s principles of creating a great guest experiences, simultaneously within a single dining room.
The Heart of Hospitality is a hospitality management resource like no other, put together by leading customer service expert Micah Solomon. Filled with exclusive, first-hand stories and wisdom from the top professionals in the industry, The Heart of Hospitality is an essential hospitality industry resource.
As Ritz-Carlton 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 the Author
Read an Excerpt
There have been volumes writtencomplete curricula, in factthat cover the technical, nuts-and-bolts, RevPAR [revenue per available room] side of the hospitality industry. But what about the soul, the heart of what makes great hospitality? How do you create (and sustain) a level of service so memorable that it becomes a defining part of your brand and an unbeatable competitive advantage?
You’ll find many of the answers in the book you now hold in your hands, The Heart of Hospitality. Micah Solomon has put together the only book of its kind: a spectacularly useful, intelligent, and wry look at what determines success in the hospitality industry, packing it throughout with his own insights and the insights of an extraordinary roster of great leaders and practitioners from our industry today.
Micah is one of today’s preeminent thought leaders on where hospitality, customer service, and customers themselves are heading. As an avid reader of his earlier works, I was honored by the invitation to help bring this volume to life, with access to our General Managers, the Ladies and Gentlemen who helm our Leadership Center, our technology initiatives, our branding and marketing efforts, and behind-the-scenes looks at the practices that make our Ritz-Carlton hotels and resorts premier destinations.
The other industry leaders who have contributed their perspectives to The Heart of Hospitality notably include, in lodging, Steve Bartolin at The Broadmoor Hotel, Isadore Sharp at Four Seasons Hotels and Resorts, Mark Harmon at Auberge Resorts, Raul Leal at Virgin Hotels, Mark Hoplamazian and his Hyatt brands, Jennifer Fox at Fairmont, and more. On the culinary side of the equation, you will find insights from notable restaurateurs and others in the world of F&B [food and beverage], including Danny Meyer, Eric Ripert, Tom Colicchio, Patrick O’Connell, Traci Des Jardin, Stephen Starr, and others.
Our industry is both timeless and evolving very rapidly. To achieve and sustain success in hospitality, we must keep pace with changing guests and their changing expectations. Micah explains (at length in chapter 9 as well as throughout the book) what’s involved in making the changes that are necessary to keep up. His predictions and research about how travelerstravelers of all ages and millennials in particularare changing the world of hospitality are absolutely spot-on and are important to take to heart.
My greatest joy and thrill in life is helping others succeed. I truly believe that The Heart of Hospitality will be instrumental in boosting your outcomes in our exciting industry. Wherever you are in your journey within the hospitality industry, the insights and lessons inside are essential.
Read it, earmark it, highlight it, learn it.
You will be well served.
President and COO
The Ritz-Carlton Hotel Company, LLC
Table of Contents
Herve Humler, President and COO,The Ritz-Carlton Hotel Company, LLC ix
1 The Last Customer on Earth 3
2 Systems and Standards: The Secret Weapons of Service 21
3 People Are the Heart of Hospitality 43
4 Building a Culture of Yes 71
5 Developing a Genuine Service Style 99
6 The Power of Authenticity 119
7 Moviemaking and Magic 137
8 The “Chocolate Tastes Better When It’s Being Shared” Theorem 155
9 How the Digital Revolution Has Changed Your Customers 173
List of Hospitality Leaders Who Were Interviewed by the Author for This Book 207
About the Author 224