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.

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This introductory textbook provides a thorough guide to the management of food and beverage outlets, from their day-to-day running through to the wider concerns of the hospitality industry. It explores the broad range of subject areas that encompass the food and beverage market and its main sectors – fast food and casual dining, hotels and quality restaurants and event, industrial and welfare catering. It also looks at some of the important trends affecting the food and beverage industry, covering consumers, the environment and ethical concerns as well as developments in technology.

New to this edition:

• New chapter: Classifying food and drink service operations.
• New international case studies throughout covering the latest industry developments within a wide range of businesses.
• Enhanced coverage of financial aspects, including forecasting and menu pricing with respective examples of costings.
• New coverage of contemporary trends, including events management, use of technology, use of social media in marketing, customer management and environmental concerns, such as sourcing, sustainability and waste management.
• Updated companion website, including new case studies, PowerPoint slides, multiple choice questions, revision notes, true or false questions, short answer questions and new video and web links per chapter.

It is illustrated in full colour and contains in-chapter activities as well as end-of-chapter summaries and revision questions to test the readers' knowledge as they progress. Written by a team of authors with many years of industry practice and teaching experience, this book is the ideal guide to the subject for hospitality students and industry practitioners alike.

About the Author

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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

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Smart start-up basicsWriting a winning restaurant business planDeveloping the perfect menu for your target audienceCreating front-of-house ambience and back-of-house efficiencyOperating profitablyMarketing opportunities to grow your businessAnd an all new chapter on new and emerging technologies in the restaurant business!

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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 every thing 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 entertainment and technology 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.

"If you want to deliver a superior client experience, then have every employee read this book.  That's what we've done.  This volume is simply that profound, that good." Jim S. Miller, President, Prime Performance

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Foodservice Operations for Today’s College Students

Authored by leading industry experts with years of teaching experience, the Thirteenth Edition of Foodservice Management: Principles and Practices offers a comprehensive, current, and practical overview of foodservice operations and business principles. Covering topics like food safety, human resources, finance, equipment, design, marketing, and filled with real-life case studies, this text gives college students a deep understanding of the issues they will face in any type of foodservice operation. Rich with graphics and photos, its visually appealing design is organized for maximum student engagement and understanding. This edition has been updated to reflect new trends in sustainability and food safety issues.

About the Author

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Bill Marriott, son of J. Williard Marriott who opened a root-beer stand that grew into the Hot Shoppes Restaurant chain and evolved into the Marriott hotel company, grew up in the family business. In his more than fifty years at the company s helm, Bill Marriott was the driving force behind growing Marriott into the world s largest global hotel chain. His vision and leadership expanded the family business to more than 6,500 properties across 127 countries and territories.

Success Is Never Final gives readers an intimate portrait of the life of a billionaire and business titan and shares his definition of success. Bill shares details about his very structured childhood including the private struggles with his domineering father s chronic harsh criticism; his time in the United Sates Navy as an officer aboard the U.S.S. Randolph; how he innovated the hotel industry with resort-like facilities; his dogged courtship with Donna, who would eventually say yes to his marriage proposal over a pay phone; and the boundless passion and energy he demonstrated for his work, family, and faith. Bill also shares spiritual experiences that allowed him to recognize God s guidance in his personal life, helping him bounce back from a life-threatening explosion in a freak boating accident which caused severe burns over his body.

Readers will learn the fascinating details about the successes and failures of Bill s business ventures and relate to his challenges of balancing roles as a CEO, a husband and father, and a man of faith. From his half-billion-dollar venture and bet-the-farm move to build the New York Marriott Marquis hotel, to the heartbreaking loss of an adult son whose body slowly degenerated from Mitochondrial Disease, to the billions of dollars donated to medical research, the biography of Bill Marriott tells the remarkable story of a man who had the vision to create a multi-billion dollar business, who understood the power of giving, and lived the creed that hard work will pay off but success is never final.

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This book presents techniques that reflect the vast and varied experience of the authors. They have produced an array of highly effective guest satisfaction techniques from which even the most veteran hoteliers can learn and benefit. With this practical, easy-to-use book, there is no need to sift through pages of narratives in order to identify actionable tactics and strategies that can be applied at the property-level. The book presents one unique and actionable customer satisfaction technique on each page―a useful feature for busy managers.

Review

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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.”

About the Author

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This one-stop guide to opening a restaurant from an accountant-turned-restaurateur shows aspiring proprietors how to succeed in the crucial first year and beyond.

Ninety percent of all restaurants fail, and those that succeed happened upon that mysterious X factor, right? Wrong! A man of many hats—money-guy, restaurant owner, and restaurant consultant—Roger Fields shows how a restaurant can survive its first year and keep diners coming back for years. Featuring real-life start-up stories (including many of the author’s own), this comprehensive how-to walks readers through the logistics of opening a restaurant: concept, location, menu, ambiance, staff, and, most important, profit. Updated to address current trends such as food trucks and to tackle online opportunities (and pitfalls!) including Groupon, Yelp, and Twitter, Restaurant Success by the Numbers remains a critical resource for navigating the food industry. Opening a restaurant isn’t easy, but this realistic dreamer’s guide helps set the table for lasting success.

Review

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