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75 Cage-Rattling Questions to Change the Way You Work : Shake-Em-Up Questions to
Business as usual? Not with these 75 outrageous and imaginative questions desgined to jar people into thinking creatively and break barriers to organizational success. Managers and team leaders will use this thought-provoking collection to stir the pot and get meeting members' juices flowing on key topics. Field-tested by two leading consultants, each question is followed by commentaries, exerc...
Date Listed: 2000-07-11
Hits: 1049
Pagerank: 0
Discovering the Soul of Service: The Nine Drivers of Sustainable Business Succes
The Soul of Service has exceptional substance.
Reviewer: Editor, Stern's Management Review online & Stern's SourceFinder, (stern@hrconsultant.com) from Culver City, CA
Based on research by the author, this work examines the central driver of success, values driven leadership, which gives root to the other eight drivers: strategic focus; executional excellence; control of destiny; trust...
Date Listed: 2002-05-15
Hits: 997
Pagerank: 0
Great American Hoteliers: Pioneers of the Hotel Industry
In 1869, the transcontinental railroad engendered hotels by Henry Flagler, Fred Harvey, George Pullman and Henry Plant. The Lincoln Highway and the Interstate Highway System triggered hotel development by Carl Fisher, Ellsworth Statler, Kemmons Wilson and Howard Johnson. The airplane stimulated Juan Trippe, John Bowman, Conrad Hilton, Ernest Henderson, A.M. Sonnabend and John Hammons. My resea...
Date Listed: 2011-08-04
Hits: 143
Pagerank: 0
Great Customer Service on the Telephone
Ingram
First impressions are often lasting impressions. How customers are treated on the phone can quickly turn them into either an ex-customer or a customer for life. This thorough, quick-reading guide shows anyone who uses the phone--from salesperson to manager to secretary--how to treat it as a service tool that directly impacts on company profits.

Customer service rescue...
Date Listed: 2002-11-19
Hits: 959
Pagerank: 0
Hospitality 2010 : The Future of Hospitality and Travel
This book explores “change” in the world, and assists hospitality and tourism leaders with forecasting these changes. The book looks at the current state of the industry and makes educated predictions as to the future of the lodging, cruise, restaurant, technology, and travel industries. Material features future forecasts, terrorism alerts to hospitality and tourism, trends for industry, the tr...
Date Listed: 2005-08-04
Hits: 1398
Pagerank: 0
Hotel and Motel Loss Prevention: A Management Perspective
This book is not the first written on the subject of hotel security. However, the others, including some of my own, have tended to focus mainly on the roles of security directors and their staffs rather than on those of hotel management personnel and hotel employees in general. My own experiences in the industry have led me to conclude that this gap needs to be filled if future generations of h...
Date Listed: 2001-03-23
Hits: 1213
Pagerank: 0
Hotel Dick : Harlots, Starlets, Thieves & Sleaze
Book Description
As an undercover house officer of the Helmsley Palace, Steve Peacock had taken a unique five-year peek into the lives of the wealthy, the powerful and the “lower” classes that serviced their every desire. This experience was a rare chance to immerse him in the subculture of the privileged. But more importantly, it was an occasion to witness the underbelly of greed...
Date Listed: 2004-01-24
Hits: 928
Pagerank: 0
Knock Your Socks Off Answers: Solving Customer Nightmares & Soothing Nightmare C
Midwest Book Review
Service industry professionals will appreciate the opportunity to get a laugh over customer problems with a fun book which tells how to acknowledge customer requests and solve problems. Humor permeates throughout via many examples of mishaps and customer misunderstandings.

Ingram
In this sequel to the bestselling Delivering Knock Your Socks Off Se...
Date Listed: 2002-11-19
Hits: 1079
Pagerank: 0
Security and Loss Prevention Management
Turn to this resourceful book to handle vital risk management issues in the hospitality workplace. Security and Loss Prevention Management is designed to help you accomplish four main goals:
1. to help a lodging property develop its own security and loss prevention program
2. serve as a reference for topics and issues to review if a security or loss incident should occur
3. ...
Date Listed: 2003-05-16
Hits: 1438
Pagerank: 0
The Concierge : Key to Hospitality : A Training Manual by McDowell Bryson, Adele
Of all the staff members in the hotel and hospitality industry the concierge is the one who has the most personal contact with the guests. Written to teach the American student the intricacies of the concierge profession, it provides basic information, based on years of experience, of what the daily functions of the concierge are and how to perform them.
Date Listed: 1999-08-15
Hits: 1152
Pagerank: 0
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