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Setting the Table: The Transforming Power of Hospitality in Business
Can we maintain profit margins while also making experiences that put us in touch with the wondrous, the delightful, and the mysterious? Isn’t it time to bring our fullest selves to the job? What if we could find romance in and through business?
Tim Leberecht • The Business Romantic
César Ritz, founder of The Ritz-Carlton Hotel Company, once said, “People like to be served, but invisibly.” Two areas where invisible but important service takes place at Zappos are the load speed of pages on the Zappos website and the urgency with which Customer Loyalty Team (CLT) members answer calls.
Joseph Michelli • The Zappos Experience: 5 Principles to Inspire, Engage, and WOW
Danny Meyer’s hospitality frame prompted me to ask myself, What would it look like to be hosting the class rather than teaching it?
Zoe Chance • Influence Is Your Superpower: How to Get What You What Without Compromising Who You Are
“Service is black and white; hospitality is color”
Unreasonable Hospitality - Will Guidara
The customer’s interests, food and drink selections, and preferences not only are captured, but the experience coordinator reviews these daily. Before the restaurant opens for the evening, the coordinator talks to each server about the specifics of the guests who will be seated in that server’s section. “Our goal is to constantly create micro custo
... See moreJoey Coleman • Never Lose a Customer Again
Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect a book by Will Guidara
Will Guidara • 2 highlights
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