Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization Review

Average Reviews:

(More customer reviews)Micah Solomon's Customer Service Keynote/ an introduction to the principles inExceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization's principles. (4 minute excerpt) This keynote was shot in front of an audience of 200 executives representing several of the top name brands in hospitality in the U.S.
{More live speaking excerpts and info available at customerserviceguru DOT com}


Click Here to see more reviews about: Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

"Filled with treasure and big ideas, this book will help you becomeexceptional." - SETH GODINIn 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.Honors received: * A Jack Covert Selection* CEO Refresher Top Ten Best Business Book of the Year * 800-CEO-READ Business Book of the Year Awards Shortlist winner* Philadelphia Bulletin "Must Read" business book* Book of the Month, Las Vegas Women's REALTOR® * DearReader.com Business Book Club Selection* Shanghai Daily Press #1 U.S. Business Book

Get 32% OFF

Click here for more information about Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

Hotel Operations Management Review

Average Reviews:

(More customer reviews)"Hotel Operations Management" takes a comprehensive look at all aspects of hotel management. The coverage of all departments of a hotel is extensive and contemporary. The authors bring industry experience to the book making the information usable and practical. The book is extremely well-written and "user friendly" for anyone to read. As Chair of the Hospitality Management program at the University of North Texas, I would definitely recommend this book to my faculty who teach Hotel Operations in my program. I give this book "5 stars!"

Click Here to see more reviews about: Hotel Operations Management

Describing in great depth and detail all areas of hotel administration, this accurate book provides an up-to-date and comprehensive examination of the responsibilities of a hotel general manager. It shares with readers the procedures effective managers use to ensure their hotel¿s–and their own–ultimate success. KEY TOPICS This unique approach addresses all of the operating departments of a full-service hotel–Human Resources, Controller, The Front Office, Housekeeping, Food and Beverage, Safety and Property Security, Sales and Marketing, Facility Engineering and Maintenance–from the viewpoint of the General Manager. It also explores franchise agreements and management contracts, purchasing a hotel, and career opportunities. For current and future hotel general managers, and hotel department heads–i.e., executive housekeepers, directors of sales, controllers, and front office managers.

Get 28% OFF

Click here for more information about Hotel Operations Management