Excerpts

Foreword There have been volumes written--complete curricula, in fact--that 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 travelers--travelers of all ages and millennials in particular--are 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. --Herve Humler President and COO The Ritz-Carlton Hotel Company, LLC Excerpted from The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets by Micah Solomon All rights reserved by the original copyright owners. Excerpts are provided for display purposes only and may not be reproduced, reprinted or distributed without the written permission of the publisher.