Service with a Smile brings you back to the origins of hospitality when the large hotel houses, The Rice, Waldorf, Monteleon, and others represented independence from franchises, with each establishing its own standards of service.
You'll live through experiences that span decades in the Hotel Industry as it evolves into the real estate-driven business of today.
Along the way, you'll find techniques that guided management and delivered the guest experience expected by the traveler.
Throughout the changes that take place, the underlying foundation of making someone's life a little better remains.
As the reader finds enjoyment and sometimes surprise in the author's journey, they also come to understand the financial motivations of today's hotel business.
Antidotes that cross paths with the famous, mistakes that occur, and laughter under extreme pressure are found throughout the book.
You will find lessons to assist any career, whether just beginning or for a seasoned professional.
You'll also understand the need to give back to the industry that the author considers so beneficial to employees. It offers invaluable lessons that modern textbooks simply cannot teach.
