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I recommend this book to everyone who believe that customer service can be a key differenciator factor in the hospitality sector. The book provided me with valuable insights about how to do it. It is important to say that the book was written with the cooperation of experienced leaders on the field. It arrived in perfect conditions to Portugal, where I am from
I own and manage a busy and growing spa and salon in Ann Arbor (Vis-a-Vis Spa and Salon, if you’re in the area). For me, I found The Heart of Hospitality to be one of the most useful business books I’ve read in some time. I think any business that has customers (and that’s pretty much all of us) will find it equally useful. Not to mention encouraging. It’s both fact-based and a real pick-me-up.
What makes reading this book so great is, basically, two separate elements.
First, the knowledge within it, which he’s gathered from a pretty incredible cast of hospitality leaders as well as his career and insights as a customer service practitioner and consultant.
Second, it’s that he writes in a wonderfully personable way that makes you feel less like you’re reading another business guidebook and more like you are getting the chance to sit down with an expert and chat about hospitality over coffee. Though he explains models and theories, he always illustrates them with real-life experiences, many of them at some of the greatest customer-serving businesses in the U.S. (and, in a couple of cases, outside the US as well).
As a single location spa owner from Ann Arbor, it’s very easy to think, “I could never get my business to function at the level of the Ritz Carlton or one of the other five star companies profiled in The Heart of Hospitality.” But that’s not at all the feeling I got from the book. I felt the author was gently yet firmly (and often, humorously) showing me and any reader that it can be done—and how to do it. While every reader and every situation are different, I doubt that anyone could read this book without thinking, “I could use this in my own business—and it would make a transformational difference.”
I had to read this book for my hotel and resort management class, and I actually loved it! I reference this book all the time and it even helped me in the interview for my current job! Arrived in perfect condition.
The actual secrets and tips provided from some of the top hotel leaders was insightful and thoughtful. It made you think about what you want in a hotel and what you are lacking. It engages you to think about innovation and the future plans in store for the hotel industry.