The Heart of Hospitality is the essential guide to creating exceptional customer service and hospitality for guests of all generations, including millennials, boomers, and more. Created by leading customer service expert and Forbes.com contributor Micah Solomon, it features top hospitality professionals including Herve Humler (Ritz-Carlton), Danny Meyer (Union Square Hospitality Group), Tom Colicchio (Top Chef, Craft)Isadore Sharp (Four Seasons), Patrick O'Connell (The Inn at Little Washington), and many more. The result is a hospitality management and customer service resource like no other. Features include: * Virgin Hotels CEO Raul Leal: How Virgin Hotels created its innovative, future-friendly hospitality approach.* Tom Colicchio (Craft Restaurants, Top Chef): How to create a customer-centric customer experience in a chef-centric restaurant.* Four Seasons Hotels & Resorts Chairman Isadore Sharp:How to build an unsinkable company culture.* Danny Meyer, Union Square Hospitality Group CEO:His secrets of hiring, onboarding, training, and more.* Ritz-Carlton Hotel Company President and COO Herve Humler: How to engage today's new breed of luxury travelers.* Chef Eric Ripert (Le Bernardin):How to create different experiences for different guests-in the very same dining room.* Designer David Rockwell (W, Nobu, Andaz): Secrets of designing hotel and restaurant spaces that resonate with modern travelers.* Restaurateur Traci Des Jardins: Building a "narcissism-free" hospitality culture.As Ritz-Carlton Hotel Company 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."

Twenty-two years ago, author Peter Venison's Hotel Management became a best seller in the hotel and tourism industry, labeled a "must read" on the curriculum of every hotel school, and landed on the bookshelf of every hotel manager. Despite many requests for a follow-up volume, Venison declined, on the basis that he had nothing new to say. Now he does.Holed up for several weeks in five star hotels while concluding a complicated business deal, Venison realized that the standards offered by the industry still fall short of perfection. As a result, he has put pen to paper to produce this handy catalogue of suggestions to hoteliers, based upon his considerable personal experience as a hotelier and perpetual hotel guest.100 Tips for Hoteliers guides you from the inception of a hotel to its opening and operation, offering practical tips for each stage of the journey. It should prove equally useful to hotel school students as a checklist of what they can expect, and also to practicing hotel managers as a reminder of their responsibilities.Proceeds from the sale of 100 Tips for Hoteliers will be donated to the Duke of Edinburgh Cup charity.

Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service.Disney Institute specializes in helping professionals see new possibilities through concepts not found in the typical workplace, is revealing even more of the business behind the magic of quality service. During the last twenty-five years, thousands of professionals from more than thirty-five countries and more than forty industries have attended business programs at Disney Institute and learned how to adapt the Disney approach for their own organizations.Be Our Guest highlights the successes many of these companies have achieved, plus the key processes and best practices that have made Disney a trusted and revered brand around the world for more than eighty-five years.Want more insight on The Walt Disney Company, its founder, and its driving creative forces? Explore these behind-the-scenes stories from Disney Editions:Travels with Figment: On the Road in Search of Disney Dreams (By Disney Legend Marty Sklar)One Little Spark! Mickey's Ten Commandments and The Road to Imagineering (By Disney Legend Marty Sklar)Magic Journey: My Fantastical Walt Disney Imagineering Career (By Kevin Rafferty)Travels with Walt Disney: A Photographic Voyage Around the World (By Jeff Kurtti)Eat Like Walt: The Wonderful World of Disney Food (By Marcy Carriker Smothers)Walt Disney: An American Original (By Bob Thomas)Disney A to Z: The Official Encyclopedia, Fifth Edition (By Disney Legend Dave Smith)Disney Facts Revealed: Answers to Fans’ Curious Questions (By Disney Legend Dave Smith)Disney Trivia from the Vault: Secrets Revealed and Questions Answered (By Disney Legend Dave Smith)My Pride: Mastering Life's Daily Performance from Broadway's Record-Breaking Lion King (By Alton Fitzgerald White)

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 industryMaximize profits from franchise agreements, management contracts, and leasesUnderstand and predict customer choices, and motivate your staff to provide outstanding serviceManage hospitality businesses and the real estate underlying the businessesControl costs, coordinate branding strategy, and manage operations across multiple locations

The must-read New York Times bestseller that's redefining hospitality and inspiring readers in every industry.- Featured in FX's The Bear and Showtime's Billions- JP Morgan NextList PickWill Guidara was twenty-six when he took the helm of Eleven Madison Park, a struggling two-star brasserie that had never quite lived up to its majestic room. Eleven years later, EMP was named the best restaurant in the world.How did Guidara pull off this unprecedented transformation? Radical reinvention, a true partnership between the kitchen and the dining room—and memorable, over-the-top, bespoke hospitality. Guidara’s team surprised a family who had never seen snow with a magical sledding trip to Central Park after their dinner; they filled a private dining room with sand, complete with mai-tais and beach chairs, to console a couple with a cancelled vacation. And his hospitality extended beyond those dining at the restaurant to his own team, who learned to deliver praise and criticism with intention; why the answer to some of the most pernicious business dilemmas is to give more—not less; and the magic that can happen when a busser starts thinking like an owner.Today, every business can choose to be a hospitality business—and we can all transform ordinary transactions into extraordinary experiences. Featuring sparkling stories of his journey through restaurants, with the industry’s most famous players like Daniel Boulud and Danny Meyer, Guidara urges us all to find the magic in what we do—for ourselves, the people we work with, and the people we serve.

The New York Times bestseller that explains why certain products and ideas become popular.“Jonah Berger knows more about what makes information ‘go viral’ than anyone in the world.” —Daniel Gilbert, author of the bestseller Stumbling on HappinessWhat makes things popular? If you said advertising, think again. People don’t listen to advertisements, they listen to their peers. But why do people talk about certain products and ideas more than others? Why are some stories and rumors more infectious? And what makes online content go viral?Wharton marketing professor Jonah Berger has spent the last decade answering these questions. He’s studied why New York Times articles make the paper’s own Most E-mailed list, why products get word of mouth, and how social influence shapes everything from the cars we buy to the clothes we wear to the names we give our children.In Contagious, Berger reveals the secret science behind word-of-mouth and social transmission. Discover how six basic principles drive all sorts of things to become contagious, from consumer products and policy initiatives to workplace rumors and YouTube videos. Learn how a luxury steakhouse found popularity through the lowly cheesesteak, why anti-drug commercials might have actually increased drug use, and why more than 200 million consumers shared a video about one of the most boring products there is: a blender.Contagious provides specific, actionable techniques for helping information spread—for designing messages, advertisements, and content that people will share. Whether you’re a manager at a big company, a small business owner trying to boost awareness, a politician running for office, or a health official trying to get the word out, Contagious will show you how to make your product or idea catch on.

In Without Reservations, global business leader and hotel industry icon J.W. “Bill” Marriott, Jr., shares both the story of and the recipe for the success of Marriott International, one of the world’s leading hotel companies. The company began with one family-run root beer stand and grew over eight decades, through his leadership, into a global corporation that is widely respected for the business it does and the way it does business. In 1964, on the eve of being named president of the company, Marriott’s father, founder and then-CEO J. Willard Marriott, Sr., tucked a letter in his 32-year-old son’s desk drawer. The letter contained insights and guideposts that proved invaluable as Bill Jr., blazed the trail not only for his company, but for the hospitality industry as well. The letter, printed in this book, provides timeless advice for any person in any business who aims to achieve success. Without Reservations is a compilation of engaging stories that takes the reader behind the scenes as events and decisions unfold.

The bestselling business book from award-winning restauranteur Danny Meyer, of Union Square Cafe, Gramercy Tavern, and Shake ShackSeventy-five percent of all new restaurant ventures fail, and of those that do stick around, only a few become icons. Danny Meyer started Union Square Cafe when he was 27, with a good idea and hopeful investors. He is now the co-owner of a restaurant empire. How did he do it? How did he beat the odds in one of the toughest trades around? In this landmark book, Danny shares the lessons he learned developing the dynamic philosophy he calls Enlightened Hospitality. The tenets of that philosophy, which emphasize strong in-house relationships as well as customer satisfaction, are applicable to anyone who works in any business. Whether you are a manager, an executive, or a waiter, Danny’s story and philosophy will help you become more effective and productive, while deepening your understanding and appreciation of a job well done.Setting the Table is landmark a motivational work from one of our era’s most gifted and insightful business leaders.

The leading guide to managing profitable hotel operations.Extensively revised to reflect the industry’s rapid changes, this widely popular guide presents rich detail about best practices and future directions in the hotel industry, while offering the widest coverage of any book in the field. Readers gain an intuitive understanding based on the flow of the guest’s experience, from reservation, arrival, and registration, to service purchasing, departure, billing, and recordkeeping. The entire rooms division is covered thoroughly, and linked to other hospitality functions, related industries, and the broader economy. Coverage includes internationalization; green operations; financing sources; boutique and urban collections; and reservations strategies. Check-in Check-Out: Managing Hotel Operations, 10/e has been updated throughout to cover such current topics such as detail cancellation policies for major OTA channels, leading-edge technology and reservations, mobile apps and devices, global distribution, third-party housing poachers or pirates, conflicts over master billing, EMV technology and the rising popularity of smart cards, night audit reports, cyber security in the hospitality industry, and much more. Included are over 150 exhibits to promote visual learning.

Surprise - you're in charge now!Steady money and new opportunities awaited as you moved up from server or bartender to front-of-house manager. But too often, restaurant management find themselves leading with minimal training, a ton of responsibilities, and no clue how to improve. You've run the Friday night rush, you've juggled expectations of staff and guests-but have you figured out how to improve while keeping the business profitable?In The Surprise Restaurant Manager, learn from Ken McGarrie, a restaurant operator who has helped launched dozens of successful restaurants, as he gives you the power to master the unexpected challenges managers face every day. Get help on the fly with real-life examples, straightforward strategies, and expert insight to better leadership development. This is your guide to restaurant industry success beyond standard food knowledge and inventory counts.You'll learn: How to locate quality candidates and interview effectively, including eight signs you shouldn't extend an offer-from subtle clues to outright red flags. Tips on ways to support your staff during challenging situations and how to use genuine suggestions to develop more effective hospitality skills. Common communication mistakes that guarantee FOH turnover and increase work stress-and how to avoid them. Proven steps to upgrade your table touch and salvage every negative guest experience, including guaranteed methods to start improving your restaurant's online reviews. How to embrace blunt criticism, work effectively with strong personalities, and avoid professional burnout.Success as a restaurant manager is a constant quest to level up your game and your team-without sacrificing your service, sales or sanity along the way. Read The Surprise Restaurant Manager now for the advice you needed--before you got the keys!

This book is about the past, present, and future of hospitality. It presents a comprehensive study on the state of the industry by describing the challenges it has been dealing with, major disruptions in the recent years, effects of tech evolution, cloud computing, alternative accommodations and COVID-19, with a glimpse into what the future holds in the next 5-10 years and how we can get there faster and more efficiently.It contains exclusive interviews with industry leaders and technology founders who share their stories about what inspired them to start their companies, how they overcame the challenges presented by the hospitality industry, and how they developed their products into key elements of the hospitality ecosystem. You will also find interviews with companies like Google and AWS where they share their vision on how to move the industry forward through technology and what they are already doing in that area.This book is best suited for: hotel owners and managers, executives of hospitality companies, technology founders, investors, hospitality professors and students as well as anyone else who has an interest in the hospitality industry and shares my passion for its evolution. Regardless of your current experience and knowledge level, you will learn many new things about the industry. At least one ‘Aha!’ moment per chapter is guaranteed.

NEW YORK TIMES BESTSELLER • The author of The Talent Code unlocks the secrets of highly successful groups and provides tomorrow’s leaders with the tools to build a cohesive, motivated culture.“A truly brilliant, mesmerizing read that demystifies the magic of great groups.”—Adam Grant, author of Think AgainA BLOOMBERG AND LIBRARY JOURNAL BEST BOOK OF THE YEARWhere does great culture come from? How do you build and sustain it in your group, or strengthen a culture that needs fixing?In The Culture Code, Daniel Coyle goes inside some of the world’s most successful organizations—including the U.S. Navy’s SEAL Team Six, IDEO, and the San Antonio Spurs—and reveals what makes them tick. He demystifies the culture-building process by identifying three key skills that generate cohesion and cooperation, and explains how diverse groups learn to function with a single mind. Drawing on examples that range from Internet retailer Zappos to the comedy troupe Upright Citizens Brigade to a daring gang of jewel thieves, Coyle offers specific strategies that trigger learning, spark collaboration, build trust, and drive positive change. Coyle unearths helpful stories of failure that illustrate what not to do, troubleshoots common pitfalls, and shares advice about reforming a toxic culture. Combining leading-edge science, on-the-ground insights from world-class leaders, and practical ideas for action, The Culture Code offers a roadmap for creating an environment where innovation flourishes, problems get solved, and expectations are exceeded.Culture is not something you are—it’s something you do. The Culture Code puts the power in your hands. No matter the size of your group or your goal, this book can teach you the principles of cultural chemistry that transform individuals into teams that can accomplish amazing things together.

This is a book for anyone who wants to progress and be happy and successful in their working life. Be it school leaver, university graduate or existing employee looking to drive their career forward - this book offers a refreshing approach to an every day subject; one which is becoming more and more critical as unemployment figures grow. The author takes the practical, fun and easy-to-digest approach; uses real life examples and proven methods to help the reader gain direction and focus in their career; and aims to make individuals more employable by changing attitudes and behaviours along the entire employment journey. The practical, savvy advice and tips throughout this book will transform your working life into one that is successful and fulfilling.

**New York Times, Wall Street Journal, and USAToday Bestseller for May 2022**Tony Fadell led the teams that created the iPod, iPhone and Nest Learning Thermostat and learned enough in 30+ years in Silicon Valley about leadership, design, startups, Apple, Google, decision-making, mentorship, devastating failure and unbelievable success to fill an encyclopedia.So that’s what this book is. An advice encyclopedia. A mentor in a box.Written for anyone who wants to grow at work—from young grads navigating their first jobs to CEOs deciding whether to sell their company—Build is full of personal stories, practical advice and fascinating insights into some of the most impactful products and people of the 20th century.Each quick 5-20 page entry builds on the previous one, charting Tony’s personal journey from a product designer to a leader, from a startup founder to an executive to a mentor. Tony uses examples that are instantly captivating, like the process of building the very first iPod and iPhone. Every chapter is designed to help readers with a problem they’re facing right now—how to get funding for their startup, whether to quit their job or not, or just how to deal with the jerk in the next cubicle.Tony forged his path to success alongside mentors like Steve Jobs and Bill Campbell, icons of Silicon Valley who succeeded time and time again. But Tony doesn’t follow the Silicon Valley credo that you have to reinvent everything from scratch to make something great. His advice is unorthodox because it’s old school. Because Tony’s learned that human nature doesn’t change. You don’t have to reinvent how you lead and manage—just what you make.And Tony’s ready to help everyone make things worth making.

This New York Times bestseller and business classic has been fully updated for a world where skilled communication is more important than ever.The book that revolutionized business communications has been updated for today’s workplace. Crucial Conversations provides powerful skills to ensure every conversation―especially difficult ones―leads to the results you want. Written in an engaging and witty style, it teaches readers how to be persuasive rather than abrasive, how to get back to productive dialogue when others blow up or clam up, and it offers powerful skills for mastering high-stakes conversations, regardless of the topic or person.This new edition addresses issues that have arisen in recent years. You’ll learn how to: Respond when someone initiates aCrucial Conversationwith you Identify and address the lag time between identifying a problem and discussing it Communicate more effectively across digital mediumsWhen stakes are high, opinions vary, and emotions run strong, you have three choices: Avoid a crucial conversation and suffer the consequences; handle the conversation poorly and suffer the consequences; or apply the lessons and strategies of Crucial Conversations and improve relationships and results.Whether they take place at work or at home, with your coworkers or your spouse, Crucial Conversations have a profound impact on your career, your happiness, and your future. With the skills you learn in this book, you'll never have to worry about the outcome of a Crucial Conversation again.

Working Backwards is an insider's breakdown of Amazon's approach to culture, leadership, and best practices from two long-time Amazon executives―with lessons and techniques you can apply to your own company, and career, right now.In Working Backwards, two long-serving Amazon executives reveal the principles and practices that have driven the success of one of the most extraordinary companies the world has ever known. With twenty-seven years of Amazon experience between them―much of it during the period of unmatched innovation that created products and services including Kindle, Amazon Prime, Amazon Studios, and Amazon Web Services―Bryar and Carr offer unprecedented access to the Amazon way as it was developed and proven to be repeatable, scalable, and adaptable.With keen analysis and practical steps for applying it at your own company―no matter the size―the authors illuminate how Amazon’s fourteen leadership principles inform decision-making at all levels of the company. With a focus on customer obsession, long-term thinking, eagerness to invent, and operational excellence, Amazon’s ground-level practices ensure these characteristics are translated into action and flow through all aspects of the business.Working Backwards is both a practical guidebook and the story of how the company grew to become so successful. It is filled with the authors’ in-the-room recollections of what “Being Amazonian” is like and how their time at the company affected their personal and professional lives. They demonstrate that success on Amazon’s scale is not achieved by the genius of any single leader, but rather through commitment to and execution of a set of well-defined, rigorously-executed principles and practices―shared here for the very first time.Whatever your talent, career or organization might be, find out how you can put Working Backwards to work for you.

This book is based on the premise that being good is just not good enough in today's competitive environment. For hotel owners and managers who want to achieve lasting business success through a root and branch review of key processes, How To Run a Great Hotel is a 'must read'. It will serve as a personal business consultant for the hotel professional, probing and testing their thinking across four critical themes which are proven to drive excellence. The content focuses less on day-to-day operations and more on big picture concerns such as strategy development, enhancing leadership skills, engaging employees and attaining customer focus, all of which are central to building a great hotel. Without clear direction in these important areas to guide activities, ongoing daily effort can be counterproductive. It's easy for hoteliers to lose sight of their goals when, engulfed by operational demands, they are often forced to just do rather than to think about what they are doing. This book provides the reader with an opportunity to step back and take a fresh look at their hotel, no matter where it currently lies in its life cycle. The purpose of the book is to get them to question what it is they are doing, why they are doing it and to offer guidance on how they can make it even better. The book is easy to read, practical, and action oriented. It will help the reader to define clear plans with measurable goals for improved personal and business performance.

Instant Wall Street Journal Bestseller!Congratulations, you're a manager! After you pop the champagne, accept the shiny new title, and step into this thrilling next chapter of your career, the truth descends like a fog: you don't really know what you're doing.That's exactly how Julie Zhuo felt when she became a rookie manager at the age of 25. She stared at a long list of logistics--from hiring to firing, from meeting to messaging, from planning to pitching--and faced a thousand questions and uncertainties. How was she supposed to spin teamwork into value? How could she be a good steward of her reports' careers? What was the secret to leading with confidence in new and unexpected situations?Now, having managed dozens of teams spanning tens to hundreds of people, Julie knows the most important lesson of all: great managers are made, not born. If you care enough to be reading this, then you care enough to be a great manager.The Making of a Manager is a modern field guide packed everyday examples and transformative insights, including:* How to tell a great manager from an average manager (illustrations included)* When you should look past an awkward interview and hire someone anyway* How to build trust with your reports through not being a boss* Where to look when you lose faith and lack the answersWhether you're new to the job, a veteran leader, or looking to be promoted, this is the handbook you need to be the kind of manager you wish you had.

In Without Reservations, global business leader and hotel industry icon J.W. “Bill” Marriott, Jr., shares both the story of and the recipe for the success of Marriott International, one of the world’s leading hotel companies. In 1964, on the eve of being named president of the company, Marriott’s father, founder and then-CEO J. Willard Marriott, Sr., tucked a letter in his 32-year-old son’s desk drawer. The letter, printed in this book, provides timeless advice for any person in any business who aims to achieve success. Without Reservations is a compilation of engaging stories that takes the reader behind the scenes as events and decisions unfold. Part biography, part business digest, Without Reservations presents a frank and candid perspective on achieving the pinnacle of one’s profession and lessons learned along the way. Marriott reflects on a range of compelling topics, including the impact of 9/11, the recent economic downturn, and decisions made—and not made.

A former international hostage negotiator for the FBI offers a new, field-tested approach to high-stakes negotiations―whether in the boardroom or at home.** A Wall Street Journal Bestseller **After a stint policing the rough streets of Kansas City, Missouri, Chris Voss joined the FBI, where his career as a hostage negotiator brought him face-to-face with a range of criminals, including bank robbers and terrorists. Reaching the pinnacle of his profession, he became the FBI’s lead international kidnapping negotiator. Never Split the Difference takes you inside the world of high-stakes negotiations and into Voss’s head, revealing the skills that helped him and his colleagues succeed where it mattered most: saving lives. In this practical guide, he shares the nine effective principles―counterintuitive tactics and strategies―you too can use to become more persuasive in both your professional and personal life.Life is a series of negotiations you should be prepared for: buying a car, negotiating a salary, buying a home, renegotiating rent, deliberating with your partner. Taking emotional intelligence and intuition to the next level, Never Split the Difference gives you the competitive edge in any discussion.

The third edition of Hotel Housekeeping continues to provide a comprehensive and lucid coverage of the subject.The book explores the key elements of housekeeping as also its theoretical foundations and techniques of operations: the structure and layout of the housekeeping department, housekeeping inventory, guest room layout and maintenance, flower arrangement, and interior decoration.Beginning with an overview of the hospitality industry and the housekeeping department, the book discusses in detail management of housekeeping personnel, contracts and outsourcing, planning and daily routines, cleaning, supervision, control desk activities, budgeting, textiles, linen and laundry operations, and uniforms. It goes on to discuss important issues in housekeeping, such as safety and security, pest control and waste disposal, interior decoration, and facility planning and facilities management. Finally, it discusses facilities planning and facilities management, interior designing, guest room renovation, horticulture, and preparations for a new property

Learn how to cultivate the most incredible customer experiences on earth through this essential guide by Colin Cowie, distinguished purveyor of unforgettable “wow” events for the world’s most demanding clients.If you’re searching for ways to ensure your customers walk away from your company with a smile on their face and a plan to return, you found it. And any business organization can adapt the tools and techniques in this book.Colin Cowie, one of the world’s most sought-after event planners, shares the hard-won and hard-nosed advice he has learned through entertaining and engaging stories and examples. He gives readers the indisputable blueprint for creating a customer-service culture that anyone can tailor to their own needs, whether you’re a shopkeeper, corporate marketing director, or budding event planner.Upon coming to the United States from South Africa with $400 in his pocket, Colin built his highly successful catering and event-planning business from the ground up to become event planner to the most respected tastemakers and personalities in the world—including Oprah Winfrey, Jennifer Lopez, Ryan Seacrest, and Kim Kardashian, to name a few.In this book, you will: Learn how to formulate your own vision, mission statements, and guiding principles, and effectively communicate them to your team. Learn how you can align your vision with your essential mission statement. Discover the core values, including service and accountability, that fuel Colin’s customer-care ethos, and how you can apply those values to your own business. Have a renewed understanding of how vitally important it is that you take good care of the people who work for you so they, in turn, can care for your customers. Become armed to inspire and empower your team. Be guided to create your own “bible” of scripts, protocols, and procedures that will streamline customer-care situations while making every customer feel like their individual desires are being taken care of. Learn how to use every complaint as an opportunity, as well as why you should be more afraid of a client who doesn’t complain when something goes wrong versus one who does.

The COVID-19 pandemic represents a watershed moment for hotels around the world. Weathering the short-term consequences of a global travel shutdown required a deft hand in management, while navigating any organization toward success in the recovery period demands even more intellect and creativity. There are now so many new challenges facing the hospitality industry and the situation is changing almost every day. With technology playing a pivotal role in the hotel of the future, all managers must also have a firm grasp of how each platform and device works in order to determine what is best for their organizations while still operating on a lean budget. As presented in this sixth book in the series, More Hotel Mogel gives hoteliers the latest tools to prosper in this rapidly evolving period. While analyzing the current trends and looking at how the coronavirus has affected every operation, the authors also examine what underscores modern guest behavior and how best to appeal to customers so that you can maximize revenue at any property. This is not an introductory textbook on the hotel industry, but rather a compilation of selected topics that highlight current success stories, blunders to avoid and unique ideas to help hotels in the post-pandemic world. The goal throughout is to make aspiring hoteliers and seasoned professionals think about how to boldly grow their businesses in this brave new hospitality world.

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 cultureUnion Square Hospitality Group CEO Danny Meyer: His secrets of hiring, onboarding, training, and moreTom Colicchio (Craft Restaurants, Top Chef): How to create a customer-centric customer experience in a chef-centric restaurantVirgin Hotels CEO Raul Leal: How Virgin Hotels created its innovative, future-friendly hospitality approachRitz-Carlton President and COO Herve Humler: How to engage today’s new breed of luxury travelersDouble-five-star chef and hotelier Patrick O’Connell (The Inn at Little Washington) shares the secrets of creating hospitality connectionsDesigner David Rockwell on the secrets of building millennial-friendly restaurants and hotel spaces (W, Nobu, Andaz) that resonate with today’s travelersRestaurateur Traci Des Jardins on building a “narcissism-free” hospitality cultureLegendary 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.”

This brilliant book is designed to transform the fortunes, increasing the revenue generation of would be entrepreneurs, sales and non sales professionals alike. This book will be an invaluable investment and is worth every penny! Simple to understand, the Pull NOT Push methodology as you are guided through with an explanation of the background and foundations along with successful examples of Lisa’s engaging processes with a range of case studies.Lisa brilliantly but simply turns traditional thinking on its head to allow you to have inclusive and mindful business conversations with your customers.With simple, clear instruction, explanation of the theories and examples of the methods and sales strategies, this book will give you all you need to get the sales results you want.This will be the best money you have ever spent! The techniques in this book will revolutionise the way you take your offering to market by building a strategy that creates business conversations and greater understanding rather than "pushing" your wares.The Author is a proven sales professional, business development consultant and front facing delivery specialist with over 30 years experience.This book makes the best sales advice available in an engaging, affordable and accessible way.People who have benefited from these methods come from all areas, entrepreneurs have been far more effective in engaging their audience and sales have risen at a pace; Public and charity sector workers have been empowered to effectively take their offering to a much bigger audience to further their cause or work remit; Sales/commercial directors and SME owners have been able to train more of their employees to gain confidence and skills to contribute to the expansion of their businesses and to increase the performance of their dedicated sales teams.Buy the book right here or attend or run an in-house workshop, engage with the unique performance coaching via the website www.pullnotpush.co.uk or find us on Facebook

How did a child of immigrants, starting with no background in the hotel business, create the world’s most admired and successful hotel brand? And how has Four Seasons grown so dramatically, over nearly half a century, without losing its focus on exceptional quality and unparalleled service?Isadore Sharp answers these questions in his inspiring memoir. He started out in Toronto, the son of a modest builder from Poland, but ambition and fate rapidly took him beyond his father’s three-man construction business.Sharp learned the hotel business by trial and error. His breakthrough was a vision for a new kind of hotel, featuring superior design, top-quality amenities, and, above all, a deep commitment to service. Today, Four Seasons is widely recognized as the world leader in comfort and luxury—in fact, it sets the standard by which every luxury hotel is measured.

The New York Times bestselling authors of Switch and Made to Stick explore why certain brief experiences can jolt us and elevate us and change us—and how we can learn to create such extraordinary moments in our life and work.While human lives are endlessly variable, our most memorable positive moments are dominated by four elements: elevation, insight, pride, and connection. If we embrace these elements, we can conjure more moments that matter. What if a teacher could design a lesson that he knew his students would remember twenty years later? What if a manager knew how to create an experience that would delight customers? What if you had a better sense of how to create memories that matter for your children?This book delves into some fascinating mysteries of experience: Why we tend to remember the best or worst moment of an experience, as well as the last moment, and forget the rest. Why “we feel most comfortable when things are certain, but we feel most alive when they’re not.” And why our most cherished memories are clustered into a brief period during our youth.Readers discover how brief experiences can change lives, such as the experiment in which two strangers meet in a room, and forty-five minutes later, they leave as best friends. (What happens in that time?) Or the tale of the world’s youngest female billionaire, who credits her resilience to something her father asked the family at the dinner table. (What was that simple question?)Many of the defining moments in our lives are the result of accident or luck—but why would we leave our most meaningful, memorable moments to chance when we can create them? The Power of Moments shows us how to be the author of richer experiences.

Completely revised and updated to include more information on Internet marketing, tourism marketing, marketing technology, and international business, Hospitality Marketing Management, Fifth Edition is a comprehensive, core marketing text. This popular textbook explores marketing and themes unique to hospitality and tourism, with a focus on the practical applications of marketing rather than marketing theory. It provides readers with the tools they need to successfully execute marketing campaigns for a hospitality business, no matter what their specialty.

* Instant WSJ bestseller* Translated into 18 languages* #1 Most Recommended Book of the year (Bloomberg annual survey of CEOs and entrepreneurs)* An Amazon, Bloomberg, Financial Times, Forbes, Inc., Newsweek, Strategy + Business, Tech Crunch, Washington Post Best Business Book of the year* Recommended by Bill Gates, Daniel Kahneman, Malcolm Gladwell, Dan Pink, Adam Grant, Susan Cain, Sid Mukherjee, Tim FerrissWhy do good teams kill great ideas?Loonshots reveals a surprising new way of thinking about the mysteries of group behavior that challenges everything we thought we knew about nurturing radical breakthroughs.Bahcall, a physicist and entrepreneur, shows why teams, companies, or any group with a mission will suddenly change from embracing new ideas to rejecting them, just as flowing water will suddenly change into brittle ice. Mountains of print have been written about culture. Loonshots identifies the small shifts in structure that control this transition, the same way that temperature controls the change from water to ice.Using examples that range from the spread of fires in forests to the hunt for terrorists online, and stories of thieves and geniuses and kings, Bahcall shows how a new kind of science can help us become the initiators, rather than the victims, of innovative surprise.Over the past decade, researchers have been applying the tools and techniques of this new science―the science of phase transitions―to understand how birds flock, fish swim, brains work, people vote, diseases erupt, and ecosystems collapse. Loonshots is the first to apply this science to the spread of breakthrough ideas. Bahcall distills these insights into practical lessons creatives, entrepreneurs, and visionaries can use to change our world.Along the way, readers will learn how chickens saved millions of lives, what James Bond and Lipitor have in common, what the movie Imitation Game got wrong about WWII, and what really killed Pan Am, Polaroid, and the Qing Dynasty.“If The Da Vinci Code and Freakonomics had a child together, it would be called Loonshots.” ―Senator Bob Kerrey

The largest global business in the world today is tourism. Employing one out of twelve people in the world and producing $6.5 trillion of the world’s economy, it is the main source of income for many countries. Elizabeth Becker describes the dimensions of this industry and its huge effect on the world economy, the environment, and our culture.Tourism, fast becoming the largest global business, employs one out of twelve persons and produces $6.5 trillion of the world’s economy. In a groundbreaking book, Elizabeth Becker uncovers how what was once a hobby has become a colossal enterprise with profound impact on countries, the environment, and cultural heritage.This invisible industry exploded at the end of the Cold War. In 2012 the number of tourists traveling the world reached one billion. Now everything can be packaged as a tour: with the high cost of medical care in the U.S., Americans are booking a vacation and an operation in countries like Turkey for a fraction of the cost at home.Becker travels the world to take the measure of the business: France invented the travel business and is still its leader; Venice is expiring of over-tourism. In Cambodia, tourists crawl over the temples of Angkor, jeopardizing precious cultural sites. Costa Rica rejected raising cattle for American fast-food restaurants to protect their wilderness for the more lucrative field of eco-tourism.Dubai has transformed a patch of desert in the Arabian Gulf into a mammoth shopping mall. Africa’s safaris are thriving, even as its wildlife is threatened by foreign poachers. Large cruise ships are spoiling the oceans and ruining city ports as their American-based companies reap handsome profits through tax loopholes. China, the giant, is at last inviting tourists and sending its own out in droves. The United States, which invented some of the best of tourism, has lost its edge due to political battles. Becker reveals travel as product. Seeing the tourism industry from the inside out, through her eyes and ears, we experience a dizzying range of travel options though very few quiet getaways. Her investigation is a first examination of one of the largest and potentially most destructive enterprises in the world.

Professional Chef Level 2 Diploma, 2nd edition is THE guide for learners looking to take their professional cookery skills to the next level! With clear mapping to both the NVQ and VRQ syllabus, this is the most relevant and up-to-date level 2 Professional Cookery book on the market. New and updated recipes now include professional photographs of the finished dish to help you develop your presentation skills on the road to becoming a Professional Chef. This comprehensive, easy-to use textbook combines theory and practice and provides a thorough introduction to all the skills and techniques required to work in a professional kitchen! For the complete blended learning solution this book can be used alongside Professional Chef Online which is designed to support students and tutors and make theory interactive and engaging. This solution offers a host of resources including quizzes, online games, a searchable eBook, bonus recipes, an interactive food map of the British Isles, and over 140 video master chef classes!

From the author of 1984, the classic semi-autobiographical story about the adventures of a penniless British writer in two cities.Down and Out in Paris and London follows the journey of a writer among the down-and-out in two great cities. Without self-pity and often with humor, this novel is Orwell at his finest—a sobering, truthful protrayal of poverty and society.

Marketing for Hospitality and Tourism, 6e is the definitive source for hospitality marketing courses. Taking an integrative approach, this highly visual, four-color book discusses hospitality marketing from a team perspective, examining each hospitality department and its role in the marketing mechanism. These best-selling authors are known as leading marketing educators and their book, a global phenomenon, is the most frequent adoption for the course. Developed with extensive student and professor reviews, this edition includes new coverage of social media, discussion of current industry trends, and hands-on application assignments.

The Adapters is a multi-book and audiograph series written around podcast-style interviews with an impressive collection of GGTs – Gutsy Genius Thinkers. These are the men and women vibrantly engaged in one of the hottest business sectors in the world: Travel, Tourism, and Hospitality and the ecosystem that supports them. While sharing their stories and insights on entrepreneurship and the management skills they are continuously developing to inspire success in themselves, their organizations and their teams, The Adapters adds interpretations, identifies trends and patterns, brings historical context and provides Tips and Takeaways for the progression of the reader. There are even Scribble Zones to capture responses, reactions and that next brilliant idea as you read.Travel, Tourism and Hospitality are fundamental to how the 4th Age of Change will shape our future. With The Adapters, spend some time with the Gutsy Genius Thinkers in the space as they speak to the real issues trending right now.Cultivate your curiosity and unleash the Gutsy Genius Thinker in you.

Why are our offices, homes, stores, and warehouses the way they are?How were they shaped by previous waves of innovation -- from the train and telegraph to the TV and automobile?How will the innovations of our own era reshape the cities and buildings we live in?Technology is redefining the value of physical assets: the meaning of location and accessibility, the power of zoning and regulation, the flow of capital and information, and even the notion of scarcity itself.How to make the most of it?Rethinking Real Estate provides technology entrepreneurs and real estate professionals with key insights and practical strategies that will enable you to develop innovative solutions, identify risks, evaluate emerging competitors, and transform your investment thesis, project, venture, or career.

**2017 overview update, based on feedback from readers:The purpose of this update is to make sure it’s super clear what this book is and what it is not. Please read this before you buy the book to avoid any misunderstandings. If you are looking for an in-depth guide to the art of hospitality revenue management, this is not it. In short, what inspired me to write this book was my frustration at not being able to find a simple book that explains revenue management in a way that anybody can understand. It does not matter whether you are already an experienced revenue manager, just starting out, or someone who just wants to learn more about the profession; regardless of what stage of your revenue management career you are at, you will find valuable, practical ideas in this book that will help you thrive. **Being a revenue manager in the hotel industry requires mastering complex systems, keeping abreast of evolving technologies and adapting to continuous change. To be successful, the best revenue managers repeatedly ask difficult questions, seeking answers that will safeguard the financial health of their hotels and ensure their rooms are not only booked, but optimized. But what may surprise you is that answers to these questions are more than attainable—they also illuminate a set of simple rules that every revenue manager can follow.In this book, Johan Hammer invites you behind the hotel reception desk, where he’ll explain the timeless principles he puts to practical use everyday in his position as a Revenue & Distribution Specialist. With over 10,000 hours of hospitality experience, he has not only asked the same questions you have countless times, but has answered them enough to write rules that prove successful and are so simple that even the newest revenue managers can follow them to become a Revenue Superstar.

Invest in the future with this resource which covers all the knowledge needed to master the specific skills required to excel at Levels 2 and 3 and beyond into a career as a pastry chef. Professional Patisserie, written by leading chef lecturers who have been pastry chefs at the Ritz and Claridge's, includes everything needed to help develop industry-standard skills and knowledge, whether you are starting at Level 2, working towards Level 3, or looking to advance existing skills further. - Master essential skills with step-by-step photo sequences and 400 colour photographs that illustrate hundreds of different skills, products and processes, from petit fours to chocolate and decorative pieces - Navigate your way through each chapter easily with helpful grids identifying the recipes suitable for Level 2, Level 3 or the more advanced practitioner - Learn from past mistakes with 'What went wrong?' sections that give clear analysis supported by photographs

Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile.In short, imagine a workplace culture where employees were absolutely obsessed with customer service.The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you’re just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You’ll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately.Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees. And explore ways to strategically align every facet of your organization with outstanding service.Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction.Praise for The Service Culture Handbook:"The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent." —Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service That Sparkles"Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works." —Brad Cleveland, founding partner and former CEO, International Customer Management Institute

An epic account of the decades-long battle to control what has emerged as the world's most critical resource—microchip technology—with the United States and China increasingly in conflict.You may be surprised to learn that microchips are the new oil—the scarce resource on which the modern world depends. Today, military, economic, and geopolitical power are built on a foundation of computer chips. Virtually everything—from missiles to microwaves, smartphones to the stock market—runs on chips. Until recently, America designed and built the fastest chips and maintained its lead as the #1 superpower. Now, America's edge is slipping, undermined by competitors in Taiwan, Korea, Europe, and, above all, China. Today, as Chip War reveals, China, which spends more money each year importing chips than it spends importing oil, is pouring billions into a chip-building initiative to catch up to the US. At stake is America's military superiority and economic prosperity.Economic historian Chris Miller explains how the semiconductor came to play a critical role in modern life and how the U.S. become dominant in chip design and manufacturing and applied this technology to military systems. America's victory in the Cold War and its global military dominance stems from its ability to harness computing power more effectively than any other power. But here, too, China is catching up, with its chip-building ambitions and military modernization going hand in hand. America has let key components of the chip-building process slip out of its grasp, contributing not only to a worldwide chip shortage but also a new Cold War with a superpower adversary that is desperate to bridge the gap.Illuminating, timely, and fascinating, Chip War shows that, to make sense of the current state of politics, economics, and technology, we must first understand the vital role played by chips.

Hospitality Management is a career and life reference for both seasoned executives and new hires. This book positions associates to work comfortably in a global environment and to interpret the cultural expectations of their guests. The author, Lyn Pont, PhD, is a motivational public speaker and educator. She is the president and founder of Manners for Business, Inc. In Hospitality Management she discusses service, relationships, integrity, communications, personal image, creativity, the bottom line, and so much more. As a story teller, Dr. Pont weaves into the narrative valuable industry history and tales that support a culture of service and personal excellence.Competition in the hospitality industry is nonstop, and brands are looking for associates who can handle themselves flawlessly both on and off the job. Modern hospitality professionals are correctly concerned about representing their organizations, and themselves, with polish, politeness, confidence, and authority. Hospitality Management leads the way by showcasing the soft skills that you can use to amaze your guests with your outstanding attention to customer care.If you believe in remarkable service and have a passion for this great industry, then Hospitality Management will delight you with a treasure chest of hands-on, practical information that will assist you throughout your career."Pont's book is a must-read for anyone considering a career in hospitality."-Isadore Sharp, chairman and founder, Four Seasons Hotels and Resorts"A refreshing, thorough, and necessary read for anyone dealing with the intricacies of the industry. ... A great training tool for the hospitality industry."-Arthur J. Torno, vice president, American Airlines, Inc."Leave it to business etiquette expert Dr. Lyn Pont to author the most comprehensive guide to providing your guests with the memorable hospitality experience they deserve."-Martin Yang, master chef, author, food consultant, cooking show and travelogue host

Updated to include the current models, theories, and hospitality practices, Hospitality Strategic Management: Concept and Cases, Second Edition is a comprehensive guide to strategic management in the international hospitality industry. Author Cathy A. Enz uses the case study approach to cover current topics such as innovation, entrepreneurship, leadership, ethics, and franchising. Eight full case studies with exhibits and documents address the areas of lodging, food service, tourism e-commerce, gaming, cruise lines, and airlines, making this book ideal for executive level training courses or hospitality industry executives interested in developing their strategic management skills.

From the reinvention of French food through the fine dining revolution in America, Daniel Boulud has been a witness to and a creator of today's food culture. A modern improviser with a classical foundation (a little rock 'n' roll and a lot of Mozart, he'd say), he speaks with the authority that comes from a lifetime of preparing, presenting, and thinking about food-an ancient calling with universal resonance. In Letters to a Young Chef, Boulud speaks not only of how to make a career as a chef in today's world, but also of why one should want to do so in the first place. As he himself puts it, it is "a tasty life." The love of food and the obsession with flavors, ingredients, and techniques are the chef's source of strength, helping the young chef to survive and flourish during the long years of apprenticeship and their necessary sacrifices. Part memoir, part advice book, part cookbook, part reverie, this delicious new book will delight and enlighten chefs of all kinds, from passionate amateurs to serious professionals.

In this “meticulously reported and often disturbing exposé of the travel industry." (The New York Times Book Review), Elizabeth Becker describes the dimensions of this industry and its huge effect on the world economy, the environment, and our culture.Employing one out of twelve people in the world, the travel and tourism industry exploded at the end of the Cold War. In 2012 the number of tourists traveling the world reached one billion. Now everything can be packaged as a tour: with the high cost of medical care in the U.S., Americans are booking a vacation and an operation in countries like Turkey for a fraction of the cost at home.Elizabeth Becker travels the world to take the measure of the business: France invented the travel business and is still its leader; Venice is expiring of over-tourism. In Cambodia, tourists crawl over the temples of Angkor, jeopardizing precious cultural sites. Costa Rica rejected raising cattle for American fast-food restaurants to protect their wilderness for the more lucrative field of eco-tourism.Dubai has transformed a patch of desert in the Arabian Gulf into a mammoth shopping mall. Africa’s safaris are thriving, even as its wildlife is threatened by foreign poachers. Large cruise ships are spoiling the oceans and ruining city ports as their American-based companies reap handsome profits through tax loopholes. China, the giant, is at last inviting tourists and sending its own out in droves. The United States, which invented some of the best of tourism, has lost its edge due to political battles. Becker reveals travel as product. Seeing the tourism industry from the inside out, through her eyes and ears, we experience a dizzying range of travel options though very few quiet getaways. Her investigation is a first examination of one of the largest and potentially most destructive enterprises in the world.

Addressing an emerging course in hospitality management, this one-of-a-kind book outlines the basic elements of the revenue management process and the keys to effective revenue management planning. Using the Rev MAP model as a guiding framework, it shows how to develop, implement, and evaluate a strategic management process. Professional profiles highlight key issues and career paths, while application chapters relate material to each segment of the hospitality industry. A final chapter looks at trends and forecasts the future evolution of this important new field. MARKET: Revenue management professionals in the hospitality industry.

The culinary bible that first codified French cuisine—now in an updated English translation with Forewords from Chefs Heston Blumenthal and Tim RyanWhen Georges Auguste Escoffier published the first edition of Le Guide Culinaire in 1903, it instantly became the must-have resource for understanding and preparing French cuisine. More than a century later, it remains the classic reference for professional chefs. This book is the only completely authentic, unabridged English translation of Escoffier’s classic work.Translated from the 1921 Fourth Edition, this revision includes all-new Forewords by Heston Blumenthal, chef-owner of the Michelin three-star-rated Fat Duck restaurant, and Chef Tim Ryan, President of The Culinary Institute of America, along with Escoffier’s original Forewords, a memoir of the great chef by his grandson Pierre, and more than 5,000 narrative recipes for all the staples of French cuisine.• Includes more than 5,000 recipes in narrative form for everything from sauces, soups, garnishes, and hors d’oeuvres to fish, meats, poultry, and desserts• Ideal for professional chefs, culinary students, serious home cooks, food history buffs, and unrepentant foodies• The only unabridged English translation of Escoffier’s original text, in a sleek, modern designFor anyone who is serious about French food, modern cooking, or culinary history, Escoffier’s Complete Guide to the Art of Modern Cookery is the ultimate guide and cookbook.Sample Recipes: Oefs Benedictine and Mousses and MousselinesOeufs BénédictinePoached or Soft boiled: Cover the bottom of tartlet cases with a Brandade of salt cod (see below) mixed with a little chopped truffle. Place the eggs which have been coated with Sauce Crème on top.Brandade de MorueCut the fish into large square pieces and poach for only 8 minutes from the time it comes back to the boil so as to keep it slightly undercooked. Immediately drain and remove all skin and bones. Place 2 ½ dl (9 fl oz or 1 1/8 U.S. cups) oil in a shallow pan and heat until just smoking; place in the fish with 1 clove of crushed garlic and using a wooden spatula, mix vigorously over the heat until the fish becomes a fairly fine paste.Remove from the heat and add 5-6 dl (18 fl oz – 1 pt or 2 ¼ - 2 5/8 U.S. cups) oil, a little at a time mixing continuously with a spatula. Adjust the consistency of the paste from time to time with 2-3 tbs boiling milk until a maximum of 2 ½ dl (9 fl oz-1 1/8 U.S. cups) milk has been absorbed.When the Brandade mixture is finished it should be very white and have the consistency of mashed potato. Finally adjust the seasoning and arrange pyramid shape in a deep dish then decorate with small triangles of bread which have been freshly fried in clarified butter.Cold Mousses, Mousselines and SoufflésThe terms Mousses and Mousselines can be used to describe hot and cold preparations; that which differentiates between Mousse and Mousseline is not the composition but its moulding. A Mousse, hot or cold, is made in a large mould of which the size is generally sufficient for more than one person. The Mousselines are moulded either with spoons, a piping bag, or in special moulds having the form of large Quenelles, and one only is served per person. The Soufflés are moulded in small cassolettes or soufflé moulds.Composition of the Mixture for Cold Mousses and MouselinesIngredients:1 litre (1 ¾ pt or 4 ½ U.S. cups) cooked purée of the principal ingredient such as chicken, game, fois gras, fish or shellfish2 ½ dl (9 fl oz or 1 1/8 U.S. cups) melted aspic jelly4 dl (14 fl oz or 1 ¾ U.S. cups) appropriate Velouté4 dl (14 fl oz or 1 ¾ U.S. cups) double cream which being correctly whipped will be equal to 6 dl (1 pt or 2 5/8 cups)The proportions of the above ingredients may be slightly adjusted according to the nature of the main ingredients being used and in the preparation of certain Mousses either jelly by itself or Velouté alone need to be used.Method:Add the cool

‘When I think about the Connaught Bar, I return again and again to the hospitality, the methodology and the quality experiences that I have experienced there over the past decade.’ – Massimo BotturaFood & Wine’s Best Cookbooks of Spring 2024, and as seen in The Evening Standard, Epicurious, and ImbibeRecreate the Connaught Bar’s signature cocktails at home, with over 200 recipes for drinks and homemade ingredientsStep inside one of the best bars in the world and learn how the Connaught Bar’s virtuoso mixologists create 100 elegant cocktails – both contemporary and timeless classics – with easy-to-follow recipes and clear instructions on how to recreate them at home. Alongside expert guidance for essential bar tools, glassware, and spirits, there are 120 additional recipes for homemade syrups, infused spirits, and garnishes that Master Mixologist Agostino Perrone and his team use to make their signature celebrated drinks, including the famed Connaught Martini.Each cocktail recipe is introduced with a narrative from Perrone about the inspiration and ingredients that make these cocktails truly sensational experiences. With a foreword by legendary chef Massimo Bottura and a preface by Anistatia Miller and specially commissioned cocktail photography by Lateef Okunnu, The Connaught Bar is the ultimate cocktail recipe and hospitality book and companion.

Important Note: Some dust jackets may appear rose-tinted due to a printing issue.In his classic book, The Five Dysfunctions of a Team, Patrick Lencioni laid out a groundbreaking approach for tackling the perilous group behaviors that destroy teamwork. Here he turns his focus to the individual, revealing the three indispensable virtues of an ideal team player.In The Ideal Team Player, Lencioni tells the story of Jeff Shanley, a leader desperate to save his uncle’s company by restoring its cultural commitment to teamwork. Jeff must crack the code on the virtues that real team players possess, and then build a culture of hiring and development around those virtues.Beyond the fable, Lencioni presents a practical framework and actionable tools for identifying, hiring, and developing ideal team players. Whether you’re a leader trying to create a culture around teamwork, a staffing professional looking to hire real team players, or a team player wanting to improve yourself, this book will prove to be as useful as it is compelling.

Perhaps one small flaw - a behaviour you barely even recognise - is the only thing that's keeping you from where you want to be. It may be that the very characteristic that you believe got you where you are - like the drive to win at all costs - is what's holding you back. As this book explains, people often do well in spite of certain habits rather than because of them - and need a "to stop" list rather than one listing what "to do". Marshall Goldsmith's expertise is in helping global leaders overcome their unconscious annoying habits and become more successful. His one-on-one coaching comes with a six-figure price tag - but in this book you get his great advice for much less. Recently named as one of the world's five most-respected executive coaches by Forbes, he has worked with over 100 major CEOs and their management teams at the world's top businesses. His clients include corporations such as Goldman Sachs, Glaxo SmithKline, Johnson and Johnson and GE.

Critically-acclaimed as one of the best hotel management books and customer service books by leading hospitality schools and industry executives, A Wealth of Insight profiles more than thirty-five of the world's best luxury hoteliers on exactly what it takes to lead and manage some of the most legendary hotels and resorts.A Wealth of Insight has been named required reading for students of hospitality, current and future hotel managers including directors across the leadership team, as well as executives working in high-end customer service industries eager to understand how world-class hospitality teams are built, nurtured and empowered for success.Each executive profile includes bite-size insights, stunning photography and real-life examples on recruiting, culture, technology, marketing, branding, personalization, authenticity, anticipation, design, partnerships and more. Hoteliers also detail the most significant trends impacting the sector today, and how those trends will shape the future of luxury hospitality. The sheer scale and scope of this effort--to distill industry wisdom across two dozen countries--is unprecedented.For aspiring and current general managers of luxury hotels, for hospitality and customer service executives in search of a practical guide on how best to deliver a world-class guest experience, and for the modern luxury traveler eager to go behind the scenes, A Wealth of Insight is the holy grail of five-star leadership and management.Profile Chapters:Aaron Kaupp--Le Royal Monceau, Raffles Paris (France)Adrian Gray--Lotte Hotel Moscow (Russian Federation) Alexander Pichel--Hotel Indonesia Kempinski Jakarta (Indonesia)Alexander van Gastel--Pulitzer Amsterdam (The Netherlands)Amit Majumder--Jumeirah Vittaveli (Maldives)Anneke Brown--COMO The Treasury (Perth, Australia)Axel Bethke--Qasr Al Sarab Desert Resort by Anantara (Abu Dhabi, United Arab Emirates)Ayman Gharib--Raffles Dubai and Sofitel Dubai Wafi (United Arab Emirates)Brian Gullbrants--Wynn Las Vegas and Encore (Las Vegas, United States)Christian A. Hassing--Mandarin Oriental, Singapore (Singapore)Damien Bastiat--Ballyfin Demesne (Ireland)George Cozonis--The Plaza Hotel (New York, United States)Gerrit Graef--The Ritz-Carlton, Riyadh (Kingdom of Saudi Arabia)Graham Ledger--Singita Serengeti (South Africa and Zimbabwe)James Low--COMO Uma Paro and COMO Uma Punakha (Bhutan)Kai Speth--The Reverie Saigon (Vietnam)Krister Svensson--St. Regis Hotel and Residences (Bangkok, Thailand)Luc Delafosse--Waldorf Astoria Beverly Hills (United States)Mahmoud Skaf--The Ritz-Carlton, Kuala Lumpur (Malaysia)Marc C. Brugger--Rosewood Hong Kong and Rosewood Beijing (China)Marc von Arnim--Park Hyatt Sydney (Australia)Mariano Silvestri--Park Hyatt Maldives Hadahaa (Maldives)Michael Ziemer--Mandarin Oriental, Taipei (Taiwan)Nicholas Yarnell--Six Senses Douro Valley (Portugal)Patrizio Cipollini--Four Seasons Hotel (Florence, Italy)Pedro Dias--The Surrey (New York, United States)Peter Hopgood--Outrigger Fiji Beach Resort (Fiji)Philip Barnes--The Savoy Hotel (London, United Kingdom)Pinar Timer--Pera Palace Hotel Jumeirah (Istanbul, Turkey)Ralph Radtke--Ciragan Palace Kempinski (Istanbul, Turkey)Sjefke Jansen--Belmond Grand Hotel Europe (St. Petersburg, Russian Federation)Stephen Ansell--Ararat Park Hyatt Moscow (Russian Federation)Susanne Hatje--Mandarin Oriental, New York (United States)Taljinder Singh--The Taj Mahal Palace, Mumbai (India)Tom Roelens--Four Seasons Resorts Lana'i (Hawaii, United States)Torsten van Dullemen--The Landmark Mandarin Oriental (Hong Kong)