Описание: Success in todays 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 Companys 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 todays top hoteliers, restaurateurs, and masters of hospitality management including: Four Seasons Chairman Isadore Sharp: How to build an unsinkable company culture Union Square Hospitality Group CEO Danny Meyer: His secrets of hiring, onboarding, training, and more Tom Colicchio (Craft Restaurants, Top Chef): How to create a customer-centric customer experience in a chef-centric restaurant Virgin Hotels CEO Raul Leal: How Virgin Hotels created its innovative, future-friendly hospitality approach Ritz-Carlton President and COO Herve Humler: How to engage todays new breed of luxury travelers Double-five-star chef and hotelier Patrick OConnell (The Inn at Little Washington) shares the secrets of creating hospitality connections Designer David Rockwell on the secrets of building millennial-friendly restaurants and hotel spaces (W, Nobu, Andaz) that resonate with todays travelers Restaurateur Traci Des Jardins on building a "narcissism-free" hospitality culture Legendary chef Eric Riperts 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, youll find the secrets here."
Описание: Drawing insights from more than 100 businesses to identify seven key factors, this book reveals the key disciplines of customer culture that consistently predict enhanced, sustainable business results. It gives you the tools to inspire everyone in the company to embrace a customer-centric culture.
Описание: Silicon Valley wunderkind Rayona Sharpnack has been a schoolteacher, tennis champion, manager and player for a women`s professional softball team, and a celebrity who coaches some of the most successful leaders in business.
Описание: Walks HR managers and business leaders through the process of creating a manager onboarding program. While onboarding has many touchpoints in a manager`s career, this book focuses on the new hire or newly promoted phase. It is for HR and business leaders who are looking for a roadmap to designing a manager onboarding program.
"The Five Commitments of Optimistic Leadership for Children - A Reflective Practice Journal is replete with rich vignettes shared from the lives of real, everyday folks challenging them-selves to be their best, to practice intentionality. What I personally love about vignettes as instruments for learning is that they do not tell the whole story. They do not answer every question. They are a tease with deceptively ample room for the curious to dig deeper, to unravel the complex layers of equity and power dynamics. At the heart of ECE done well is that all children reach their full potential. This reflective journal is a pathway for adults to reach their full potential, thus clearing the way for enriching children's lives. "
- Jerlean Daniel, Associate Professor Emeritus, University of Pittsburgh, Former Executive Director NAEYC
"This book expresses more than Optimistic Leadership It is pure expressions of progress, hope, love, integrity and the desire to change outcomes for children. It is a wonderful teaching tool for any setting. I give this book ten thumbs up
-Larramie Sylvester, Early Childhood Educator, Global Connection Learning Center
Описание: Enduring Management Wisdom for Today`s Leaders From Peter F. Drucker. Peter Drucker`s Five Most Important Questions provides insightful guidance and stirring inspiration for today`s leaders and entrepreneurs.
Your employees are the key drivers of your customers' experience.
In this book Caroline guides you through the stages to developing a true service culture and creating your own Service Superstars.
"It's the experience you create for customers that gets remembered"
Getting your brand's customer experience right can be the number one way to differentiate your business from your competition.
Don't leave it to chance
Автор: Govindarajan Название: Improving Patient Safety, Tools & S ISBN: 1498785026 ISBN-13(EAN): 9781498785020 Издательство: Taylor&Francis Рейтинг: Цена: 7654.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: Based on the IOM's estimate of 44,000 deaths annually, medical errors rank as the eighth leading cause of death in the U.S. Clearly medical errors are an epidemic that needs to be contained. Despite these numbers, patient safety and medical errors remain an issue for physicians and other clinicians. This book bridges the issues related to patient safety by providing clinically relevant, vignette-based description of the areas where most problems occur. Each vignette highlights a particular issue such as communication, human facturs, E.H.R., etc. and provides tools and strategies for improving quality in these areas and creating a safer environment for patients.
Название: Customer Service Management in Africa ISBN: 0367143372 ISBN-13(EAN): 9780367143374 Издательство: Taylor&Francis Рейтинг: Цена: 7654.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: This book discusses the management and delivery of customer service under seven broad themes: 1) customer service as shared value; 2) customer service systems; 3) customer service strategy; 4) customer service structure; 5) customer service style; 6) customer service staff; 7) customer service skills.
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