The Heart of Hospitality
Great Hotel and Restaurant Leaders Share Their Secrets
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The Heart of Hospitality
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Narrated by:
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Kevin T. Collins
About this listen
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 industry 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—essential for businesses inside and outside the hospitality industry.
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."
©2018 Micah Solomon (P)2024 TantorRelated to this topic
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-
Story4.5 out of 5 stars 7
Generous hospitality is a significant way in which God works through our lives to bring life to others, yet many of us feel ill-equipped and overwhelmed at the prospect - especially if we don’t have big houses and we are not wonderful cooks! Carolyn Lacey encourages us to focus on the goal of hospitality, which is to reflect God’s welcoming heart and shows us how we can all do that, regardless of our bank balance or living situation. This practical and realistic book explores how to make generous hospitality part of everyday life without becoming exhausted and overburdened.
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5 out of 5 stars
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Great resource for biblical hospitality
- By Jillian on 01-17-23
By: Carolyn Lacey
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Four Seasons
- The Story of a Business Philosophy
- By: Isadore Sharp
- Narrated by: Jeff Semple
- Length: 8 hrs and 13 mins
- Unabridged
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Overall4.5 out of 5 stars 15
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Performance4.5 out of 5 stars 14
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Story4.5 out of 5 stars 14
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.
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3 out of 5 stars
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A few interesting tidbits about business.
- By Teller on 03-16-24
By: Isadore Sharp
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The New Gold Standard
- 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
- By: Joseph A. Michelli
- Narrated by: Joseph A. Michelli, Tom Parks
- Length: 8 hrs and 12 mins
- Unabridged
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Overall4.5 out of 5 stars 518
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Performance4.5 out of 5 stars 426
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Story4.5 out of 5 stars 424
The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization.
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4 out of 5 stars
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Very good information
- By Sand Storm IR.Tools Technology on 09-06-15
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Setting the Table
- The Transforming Power of Hospitality in Business
- By: Danny Meyer
- Narrated by: Danny Meyer
- Length: 5 hrs and 33 mins
- Abridged
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Overall4.5 out of 5 stars 2,163
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Performance4.5 out of 5 stars 1,804
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Story4.5 out of 5 stars 1,802
Danny Meyer started Union Square Cafe when he was 27, with a good idea and scant experience. He is now the CEO of one of the world's most dynamic restaurant organizations, one that includes 11 unique dining establishments, each at the top of its game. How did he do it? How has he consistently beaten the odds in one of the toughest trades around?
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1 out of 5 stars
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ABRIDGED VERSION!?
- By Gregg Strader on 02-19-18
By: Danny Meyer
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The Service Culture Handbook
- A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service
- By: Jeff Toister
- Narrated by: Roger Wayne
- Length: 5 hrs and 41 mins
- Unabridged
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Overall4.5 out of 5 stars 25
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Performance5 out of 5 stars 21
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Story4.5 out of 5 stars 21
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.
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5 out of 5 stars
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A GOOD QUICK OVERVIEW OF SERVICE MANAGEMENT THEORY
- By Shane K. on 05-14-24
By: Jeff Toister
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Be Our Guest
- Perfecting the Art of Customer Service
- By: The Disney Institute, Theodore Kinni
- Narrated by: Barry Abrams
- Length: 5 hrs and 26 mins
- Unabridged
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Overall4.5 out of 5 stars 890
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Performance4.5 out of 5 stars 762
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Story4.5 out of 5 stars 757
Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the 10th anniversary of the original Be Our Guest, the Disney Institute, which 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.
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2 out of 5 stars
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Too long and repetitive
- By M. Decker on 03-11-16
By: The Disney Institute, and others
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Your Full Guide to Owning & Operating a Hospitality Property - Successfully
- Independent Hotel, Resort, Inn or Bed & Breakfast
- By: Gerry MacPherson
- Narrated by: Gerry MacPherson
- Length: 6 hrs and 6 mins
- Unabridged
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Overall4.5 out of 5 stars 14
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Performance4.5 out of 5 stars 13
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Story4.5 out of 5 stars 13
Have you ever thought about owning your own independent hotel, resort, inn, or bed and breakfast, but are not sure or the steps to take to ensure success? If you have answered yes, this audiobook is for you. If you have dreams of becoming a successful independent hotel, resort, inn, or bed and breakfast proprietor, this audiobook is designed to get you started and to grow your business. Your Full Guide to Owning & Operating a Hospitality Property - Successfully will share you more than just quick-fix tactics but instead how to develop successful long-term operation methods.
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5 out of 5 stars
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Very informative
- By Janice on 05-31-20
By: Gerry MacPherson
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The New Restaurant Manager
- How to Get Ahead, Avoid Rookie Mistakes, and Still Have a Life
- By: John Self
- Narrated by: John Self
- Length: 5 hrs and 42 mins
- Unabridged
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Overall5 out of 5 stars 1
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Performance5 out of 5 stars 1
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Story5 out of 5 stars 1
The New Restaurant Manager is for new managers who want to avoid the mistakes that most beginning managers make. This refreshing how-to guide is written in a practical, down-to-earth style, like having coffee with your mentor.
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5 out of 5 stars
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Great book
- By Maria Dzhugdanova on 07-03-23
By: John Self
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Your Restaurant Sucks!
- Embrace the Suck. Unleash Your Restaurant. Become Outstanding
- By: Donald Burns
- Narrated by: Sean Pratt
- Length: 8 hrs and 13 mins
- Unabridged
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Overall5 out of 5 stars 43
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Performance5 out of 5 stars 38
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Story5 out of 5 stars 38
With the horrific failure rates of restaurants, how can you ensure yours will not only survive but grow and thrive? If your restaurant sucks, it is because you suck at running it; 100 percent. Donald Burns, author of Your Restaurant Sucks has created a methodology and mindset honed from his Special Operations training in the US Air Force. As a Pararescueman, his training developed a keen sense of purposeful and fast decision making. In the military, he learned the phrase, "embrace the suck".
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5 out of 5 stars
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A must for restaurants!
- By William on 10-07-21
By: Donald Burns
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Hospitality 2.0
- Digital Revolution in the Hotel Industry
- By: Ira Vouk
- Narrated by: Cindy Slater
- Length: 11 hrs and 27 mins
- Unabridged
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Overall4.5 out of 5 stars 9
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Performance4.5 out of 5 stars 8
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Story4.5 out of 5 stars 8
This audiobook 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.
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2 out of 5 stars
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Total disappointment
- By Evan Djikas on 10-05-24
By: Ira Vouk
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Hospitality DNA
- Career Journeys with Unprecedented Insights from Industry Award Winners
- By: Dave Nitzel, Dave Domzalski
- Narrated by: Tarquin Thornton-Close
- Length: 7 hrs and 46 mins
- Unabridged
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Overall5 out of 5 stars 1
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Performance5 out of 5 stars 1
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Story5 out of 5 stars 1
Listen to Hospitality DNA to learn how elite operators think and act in the bar and restaurant business! Hospitality DNA is a term widely used but not truly understood. It's generally used to describe someone who seems to be a “natural” in our business as if they were born to it. But were they?
By: Dave Nitzel, and others
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Running a Restaurant for Dummies
- By: Michael Garvey, Heather Dismore, Andrew G. Dismore
- Narrated by: Shawn Compton
- Length: 13 hrs and 18 mins
- Unabridged
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Overall4.5 out of 5 stars 16
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Performance4.5 out of 5 stars 13
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Story4.5 out of 5 stars 13
Even if you don't know anything about cooking or running a business, you might still have a great idea for a restaurant - and this handy guide will show you how to make your dream a reality. If you already own a restaurant, but want to see it get more successful, Running a Restaurant for Dummies offers unbeatable tips and advice for bringing in hungry customers. From start to finish, you'll learn everything you need to know to succeed.
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4 out of 5 stars
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DECENT OVERVIEW
- By Shane K. on 06-12-24
By: Michael Garvey, and others
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Heads in Beds
- A Reckless Memoir of Hotels, Hustles, and So-Called Hospitality
- By: Jacob Tomsky
- Narrated by: Jacob Tomsky
- Length: 8 hrs and 3 mins
- Unabridged
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Overall4.5 out of 5 stars 1,126
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Performance4.5 out of 5 stars 1,016
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Story4.5 out of 5 stars 1,013
Jacob Tomsky has worked in hotels for more than a decade, doing everything from valet parking to manning the front desk. He's checked you in, checked you out, separated your white panties from the white bed sheets, parked your car, tasted your room service, cleaned your toilet, denied you a late check out, given you a wake-up call, eaten M&Ms out of your mini-bar, laughed at your jokes, and taken your money. And in Heads in Beds, he pulls back the curtain on the hospitality business.
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5 out of 5 stars
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credit worthy
- By colleen on 01-20-13
By: Jacob Tomsky
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The Restaurant Marketing Mindset
- A Comprehensive Guide to Establishing Your Restaurant’s Brand, from Concept to Launch and Beyond
- By: Chip Klose
- Narrated by: Chip Klose
- Length: 4 hrs and 50 mins
- Unabridged
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Overall4 out of 5 stars 1
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Performance5 out of 5 stars 1
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Story3 out of 5 stars 1
Restaurants boast some of the highest failure rates of any industry, yet even worse is the sheer number of concepts that struggle just to break even. In The Restaurant Marketing Mindset, Chip Klose introduces a series of mindset shifts and actionable frameworks to help owners and operators finally take control of their marketing.
By: Chip Klose
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Unreasonable Hospitality
- The Remarkable Power of Giving People More than They Expect
- By: Will Guidara
- Narrated by: Will Guidara
- Length: 8 hrs and 37 mins
- Unabridged
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Overall5 out of 5 stars 3,030
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Performance5 out of 5 stars 2,725
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Story5 out of 5 stars 2,725
Will 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.
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5 out of 5 stars
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A Stratification What it Means to Be of Service
- By Amazon Customer on 10-31-22
By: Will Guidara
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Restaurant & Bar Marketing
- The No Bulls#it Guide to Improving Guest Counts
- By: Erik Shellenberger
- Narrated by: Erik Shellenberger
- Length: 1 hr and 54 mins
- Unabridged
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Overall4.5 out of 5 stars 185
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Performance4.5 out of 5 stars 163
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Story4.5 out of 5 stars 163
A real, raw, and relevant look at the reality of marketing your bar or restaurant in today’s noisy online world. Learn why social media marketing has lost its effectiveness over the years and how content marketing can give you a simple, much-needed edge.
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2 out of 5 stars
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Ehh try something else
- By Chris on 09-06-20
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Profit First for Restaurants
- Transform Your Money-Eating Restaurant into a Cash-Making Machine
- By: Kasey Anton
- Narrated by: Kasey Anton
- Length: 6 hrs and 56 mins
- Unabridged
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Overall5 out of 5 stars 12
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Performance4.5 out of 5 stars 11
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Story4.5 out of 5 stars 11
People don’t open restaurants just because they want to start a business. People open restaurants because they are building a dream. You can create the restaurant of your dreams. You can also be profitable, pay your vendors, your staff, and yourself, and savor the joys of hospitality without stress and uncertainty.
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5 out of 5 stars
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Kasey understands Restaurant People bc she is Restaurant People
- By ryeseeder on 11-20-24
By: Kasey Anton
What listeners say about The Heart of Hospitality
Average customer ratingsReviews - Please select the tabs below to change the source of reviews.
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- S. T. McCormick
- 08-12-24
Famous hospitality “bible” is a great listen
The Heart of Hospitality is an industry hospitality “bible” recommended by Wharton, Cornell, et al. So I was expecting something dry. It’s decidedly not dry. To the contrary, it’s a particularly fun listen where you hear from everyone from Isadore Sharp (Four Seasons) to Tom Colicchio (Top Chef, etc.) and, most of all, The Ritz-Carlton Hotel Company’s co-founder Herve Humler. Best of all, though, the author, Micah Solomon, is a known expert and a thoroughly engaging guy. I love that it lets you “visit” some ultra-Five Star hotel properties; this makes it a lot of fun, and I learned enough to re-energize my own customer service and hospitality approach. Highly recommended.
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