Hospitality Sales: A Marketing Approach Review

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(More customer reviews)I have to give this book a thumbs up. Real world examples. There are terms that are used throughout the book that are emphasized, and not relevanet to the real world. I have five years of Hospitality Marketing/CVB experience; I have been out of the business two years and this is an excellent refresher course.

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What It Takes to be a Leader in Hospitality Sales-Principles and Techniques for Success What's the key to success in today's competitive hospitality industry? Sales-the art and science of telling potential customers that you have the product they need, when they need it, and where, at a price that's right for them. Hospitality Sales: A Marketing Approach provides in-depth instruction based on the strategies of leading hospitality organizations. This comprehensive book introduces crucial sales and marketing concepts and describes how they apply to hospitality businesses and customers. An unparalleled teaching resource, this book:* Presents selling as the vital link between marketing and operations* Explains concepts and practices with clear, real-world examples* Explores sales management technology, from office automation and yield management technology to point-of-sale systems and guest service technology* Provides summaries and discussion questions at the end of each chapter* Features a quick-reference glossary of important termsHospitality Sales: A Marketing Approach introduces students in any undergraduate program to the real world of hospitality sales and gives them the solid grounding they will need to embark on a successful career in hospitality sales.

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The Waiter and Waitress Training Manual (Hospitality, Travel & Tourism) Review

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(More customer reviews)A handy guide for waitstaff" everything from proper positioning while pouring water to cutlery placement.
Easy to read and well recommended by this FOOD INDUSTRY NEWS staffer!

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The demand for a skilled waitstaff has never been greater. The Waiter and Waitress Training Manual can help the reader to develop the consummate service skills required to capture repeat business and handle all phases of the job efficiently. This expanded edition reflects current customer preferences and restaurant practices.

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HACCP & Sanitation in Restaurants and Food Service Operations: A Practical Guide Based on the USDA Food Code With Companion CD-ROM Review

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(More customer reviews)HACCP is the acronym for Hazard Analysis of Critical Control Points. This text, by Arduser and Brown is the be all and end all on the topic - in my view. It even comes with a companion CD-ROM that contains all forms from the book in Adobe Acrobat (PDF) and MS Word format. This is a major time saver when it comes to preparing and administering the required tests to staff members and the newly hired.
The comprehensive 530+ page text covers everything I can think of that relates to food safety in restaurants and other eateries. It is designed to teach food service managers and their employees the specifics of food safety in accordance with the FDA Food Code. This excellent training manual is in large print format that makes it easy to read. The writing is easy to understand and the authors were careful to explain key concepts and terms so that even a novice can study it alone.
The seven comprehensive chapters in the manual cover the following topics: Hazards to Food Safety; Factors Affecting Food-Born Illness; Food Safety Regulations; Following The Flow of Food; HACCP; and the Facility Plan. These are followed by an extremely helpful Glossary of terms. The Appendix includes all forms needed to meet the FDA requirements and to run an efficient and safe establishment. Included are checklists, signage, compliance checklists, and equipment cleaning charts, allergen-control program worksheet along with job descriptions for personnel. There is even a Certificate of Completion to certify that staff members have taken and passed the required tests (included).
With the rise in reports of food-borne illnesses and deaths it is essential that every food service operation adhere to the regulations and safety procedures at all times. In my view, this book is essential to ensure you are in total compliance.
As one who has conducted training I find this book deserves 5 stars for its complete coverage of the subject matter in an easy to digest all-in-one format. I highly recommend this book.

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This book is based on the FDA Food Code and will teach the food service manager and employees every aspect of food safety, HACCP, and sanitation from purchasing and receiving food to properly washing the dishes. They will learn time and temperature abuses, cross-contamination, personal hygiene practices, biological, chemical and physical hazards; proper cleaning and sanitizing; waste and pest management; and the basic principles of HACCP (Hazard Analysis Critical Control Points). Explain what safe food is and how to provide it. Bacteria, viruses, fungi, and parasites, various food-borne illnesses, safe food handling techniques, Purchasing and receiving food, storage, preparation and serving, sanitary equipment and facilities, cleaning and sanitizing of equipment and facilities, pest management program, accident prevention program, crisis management, food safety and sanitation laws. The companion CD ROM contains all the forms and posters needed to establish your HACCP and food safety program.

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Setting the Table: The Transforming Power of Hospitality in Business Review

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(More customer reviews)The 2006 Zagat Survey lists Gramercy Tavern as New York's most popular restaurant. (It was also #1 last year.)

Union Square Café came in second. (As it did last year.)
Eleven Madison Park ranked fourteen. (Down one from 2005.)
Tabla was eighteen. (Up one from 2005.)
Blue Smoke --- unranked in 2005 --- was the 36th most popular restaurant.
These Manhattan restaurants were all conceived by one man: Danny Meyer, who has also created the restaurants at The Museum of Modern Art and an outdoor joint called Shake Shack. Most restaurants fail, and quickly; these restaurants have, most of them, been around long enough to qualify as "institutions." If you have ever had the good fortune to sample Danny Meyer's food, you know they are likely to remain so deep into the future.
Now Danny Meyer has written a book. It is nominally a memoir about his life in restaurants. But although there are mouth-watering descriptions of great meals, it will be a great tragedy if this book becomes "food porn," devoured by foodies and unknown to the general public. This is a bigger book, and a better book, than that. (Not that there's anything wrong with food porn.) For one thing, it is a business book that should be read --- like: today! --- by anyone whose livelihood involves face-to-face encounters with customers. For another, it is a hands-on, real-world book of practical philosophy that could knock a great deal of sense into those who believe that nice guys finish last and the only way to get to the top is to kick others off the ladder as you claw your way up.
This book obeys the form of memoir, especially in the young Meyer's culinary education --- his writing will remind some readers of A.J. Liebling's postgraduate adventures in Between Meals. But almost every story has a psychological twist; this is a man who has learned a lot by eating and a lot more by listening and watching.
What he's concluded is obvious to those who have been to his restaurants: It's not about the food. It's about the people. It's about the way you feel when you're there --- about the way the staff makes you feel. In a word, it's about hospitality. What is hospitality? It starts with a belief: "The other person is on your side." And then the belief becomes behavior: "Hospitality is present when something happens for you."
Meyer came to this business philosophy young. In 1985, when he was 27 and opening his first restaurant, Union Square Café, he had job applicants answer unusual questions: "Has your sense of humor been useful to you in your service career?" and "What was so wrong about your last job?" and "Do you prefer Hellmann's or Miracle Whip?" In this way, he hired "genuine, happy, optimistic" people. They shared their good feelings with customers. And customers felt liked and valued. They became regulars --- and if the secret of a successful long-term enterprise is not Repeat Business, what is it?
Make no mistake: this kind of hospitality requires work. Not just when the customer walks through the door, but before and after. If Meyer knows a couple is coming to celebrate a birthday or anniversary, he's not above picking up a phone and telling them how much he's looking forward to their visit. Then there was the dishwasher who took extra care with dirty dishes; soon, he'd cut knife-and-fork loss by 50%. His manager told Meyer. And Meyer went to the dishwasher to thank him. Or the time a woman left her wallet and cell phone in a taxi. The restaurant manager began calling her phone, reached the cab driver, and --- without saying a word to her --- he sent a staffer in a taxi to pick up her stuff while she was having lunch. Cost: $31. The customer's response: Overwhelmed. Benefit: "I'd be surprised if this woman hasn't already given Table 100 times that value in positive word-of-mouth."
Mistakes? Of course Meyer has made them. But he listened very hard to the advice he got from legendary retailer Stanley Marcus --- "The road to success is paved with mistakes well handled" --- and figured out how to turn a mistake into what he calls "a great last chapter." He learned about power and how best to use it. He grasped that his first customers are his workers. And he appreciated that, as Dylan says, "you gotta serve somebody" --- to his great credit, he serves both local causes and a remarkable anti-hunger charity called Share Our Strength.
None of this is original; these are lessons many people know. What is dazzling and inspiring about Danny Meyer is that he operates on what he believes. Sure, there's self-interest --- the more you give, the more you get --- but more to the point, there's a sense of a life well-lived. Of a business well-run. Of employees who feel trusted and respected. And, finally, of guests who can't wait to come back. This is the very definition of a "virtuous circle."
I once heard a guru say: "When you aim for the highest things, only the highest things happen." Danny Meyer is proof that this is so. Many would scoff. They cut corners and do well in the short run. They have power for the thrill of pushing people around. Their word is not their bond. But we are talking about the span of a life here, and the worth of your work. "Setting the Table" makes you hungry for the better life just in front of you ---and fills you with confidence that it's attainable. Eat this book.

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Hospitality and Travel Marketing Review

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(More customer reviews)Having read the book while taking the class from the author, I feel Alastair did a great job of taking a topic that could be dull and lifeless and putting a little fun in it. It's one of the few text books that has applicable use after the class is over. The topics are well researched and presented in a way to keep you going to the next chapter.

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Global orientation, and whole-industry coverage of hospitality and tourism set this book apart. This systematic approach to hospitality and travel marketing is written in a user-friendly style. Readers will benefit from the practical nature, and excellent use of relevant and up-to-date cases. Global experience in the industry is emphasized through content on destination marketing and others parts of tourism, along with case examples from around the world. The content draws upon the authors? experience in the hospitality and travel marketing industry, as well as teaching experience from around the globe including the USA, Canada, Europe, Asia, and Australia. Hospitality and Travel Marketing reflects all of the latest trends in the field, including Internet marketing and e-commerce, loyalty marketing, brand extension marketing, and destination branding.

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Introduction to Management in the Hospitality Industry Review

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(More customer reviews)Ok I know that this sounds bad. But this book is really detailed. Which is good. The bad part is most of the detail is information repeated over and over. If they would just say what they need to say one time the book would not be so expensive and thick. I know that they could get rid of at least 100 pages because of all the repeated items in the book.

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Readers seeking management careers in hospitality will enter a dynamic industry filled with opportunities. The rewards are many, but so are the challenges. Today's hospitality managers must deal with such complex factors as globalization, terrorism threats, ecotourism, internet commerce, new business and financial models, and rapidly changing consumer demands. Introduction to Management in the Hospitality Industry, 10th Edition gives readers the industry know-how and the management skills needed to thrive in all aspects of the field, from food service to lodging to tourism. The Tenth Edition of Introduction to Management in the Hospitality Industry features both historical perspectives and discussions of new trends in a variety of sectors. This book has the most thorough coverage of the hospitality industry, covering foodservice, lodging, and travel and tourism, hospitality careers, and hospitality management. Upon successful completion of this text, readers will have a strong grasp of the many facets of the hospitality industry.

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

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(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}


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"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

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Building the Cold War: Hilton International Hotels and Modern Architecture Review

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(More customer reviews)Annabel Wharton has written a stunning and brilliant book about the US, Europe and the Middle East during the 1950s and 1960s, the height of the Cold War. She tells the story of how Conrad Hilton and his hotel empire participated in the rebuilding of Western Europe and key spots in the Middle East in the wake of WWII by establishing the Hilton International hotels--architectural monuments to modernism--as "little Americas" away from home for US businessmen, tourists, and diplomats. She explores Hilton hotels in London, Berlin, Istanbul. Rome, Cairo , Athens and other locales. Wharton is a smart, witty writer, and this book is a great pleasure to read.

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In postwar Europe and the Middle East, Hilton hotels were quite literally "little Americas." For American businessmen and tourists, a Hilton Hotel—with the comfortable familiarity of an English-speaking staff, a restaurant that served cheeseburgers and milkshakes, trans-Atlantic telephone lines, and, most important, air-conditioned modernity—offered a respite from the disturbingly alien. For impoverished local populations, these same features lent the Hilton a utopian aura. The Hilton was a space of luxury and desire, a space that realized, permanently and prominently, the new and powerful presence of the United States.Building the Cold War examines the architectural means by which the Hilton was written into the urban topographies of the major cities of Europe and the Middle East as an effective representation of the United States. Between 1953 and 1966, Hilton International built sixteen luxury hotels abroad. Often the Hilton was the first significant modern structure in the host city, as well as its finest hotel. The Hiltons introduced a striking visual contrast to the traditional architectural forms of such cities as Istanbul, Cairo, Athens, and Jerusalem, where the impact of its new architecture was amplified by the hotel's unprecedented siting and scale. Even in cities familiar with the Modern, the new Hilton often dominated the urban landscape with its height, changing the look of the city. The London Hilton on Park Lane, for example, was the first structure in London that was higher than St. Paul's cathedral.In his autobiography, Conrad N. Hilton claimed that these hotels were constructed for profit and for political impact: "an integral part of my dream was to show the countries most exposed to Communism the other side of the coin—the fruits of the free world." Exploring everything the carefully drafted contracts for the buildings to the remarkable visual and social impact on their host cities, Wharton offers a theoretically sophisticated critique of one of the Cold War's first international businesses and demonstrates that the Hilton's role in the struggle against Communism was, as Conrad Hilton declared, significant, though in ways that he could not have imagined.Many of these postwar Hiltons still flourish. Those who stay in them will learn a great deal about their experience from this new assessment of hotel space.

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Check-In Check-Out: Managing Hotel Operations (8th Edition) Review

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(More customer reviews)I bought this book to understand better the modern age in the hotel industry. I run a small hotel in Greece with my family and now we are building a new more up to date one. This book helped me to understand the hotel industry as a whole and the way it is changing. It covers with detail many issues, from GDS to bed making. There are hundrends of examples that make it easy to understand what is being discused. It is abstract at the beginning of every chapter and becomes more practical (how to do things) further on.
Although the books draws most cases and examples from big properties, I found it very helpful and discovered many ways to improve the service we offer in our small hotel.
It is one of the books that I will keep for reference and the bestI have read so far, among those that try to cover almost every aspect of running a hotel. I can not think of someone in the hotel bussines who would not find this book intresting and worth reading.

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Check-In, Check-Out provides complete coverageof the hotel\'s front office and all of the support positions that make it work. Organized to reflect how a guest moves through the hotel (reservations, arrival, billing, departure, etc.) this edition provides a broad view of lodging management and covers unique topics such as corporate housing, destination elevators, and trade advertising contracts. Key industry changes are addressed throughout such as hotel technology, the greening of the industry, security issues and automation. Over 200 exhibits illustrate chapter content and help to create a work that both students and professional hoteliers seek out.

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Hotel Operations Management Review

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(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!"

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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.

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Hotel Spaces Review

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(More customer reviews)This book is full of color photographs, most of them full-page. It is organized by type of space: facades, pools & terraces, lobbies & lounges, bars & restaurants, and suites & bedrooms. Each type of space is given a very brief introduction and represented by 30+ pages of beautiful photographs; the captions contain only the name of the hotel pictured. A directory of hotels at the end contains thumbnails of the pictures of that property, making cross-referencing easier.
There is minimal text, and no architectural plans are included. This is a great book for designers looking for inspiration - it provides beautiful pictures of different ways to design basic components of a hotel, such as a lobby or bedroom. Recommended for architecture and design libraries.

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More than 400 international hotels are featured
Hotel owners and designers recognize that the range of style options now available to appeal to hotel customers is not only endless but that creativity and distinction in this area of the hotel business is essential to success. Everyday, hotel owners give more and more freedom to today's most recognized architects and designers to create looks that are unique and make a personal statement about the hotel's clientel. This book, divided into room types such as lobbies, restaurants, bars, lounges, guest rooms, spas and sports facilities, showcases an array of some of the most recently built and inventive hotels in the world.

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