Beschreibung:
"Author explores the hospitality industry to learn how managers create successful customer experiences by exceeding the expectations of current generations. Includes anecdotes from interviews with owners, general managers, and chefs of leading lodging and food service organizations"--
The last customer on Earth -- Systems and standards : the secret weapons of service -- People are the heart of hospitality -- A culture of yes -- Developing a genuine service style -- Authenticity -- Moviemaking and magic -- The "chocolate tastes better together" theorem : becoming a conduit for guest -- Relationships -- What digital has done to your customer : changing guests, changing expectations