Anyone in the hospitality business — from a front-desk clerk to a seasoned hotelier — can appreciate the quality of the insights found within these pages. With a range of hotel-related topics and narrative styles to choose from, there’s a hospitality book for everyone on this list. Have a look:
BOOK 1 – Be Our Guest: Perfecting the Art of Customer Service
Book by the Disney Institute
Be our Guest talks about the magic of Walt Disney World and how every guest is made to experience it through exceptional customer service. This book reveals the behind-the-scenes strategies, processes, and principles, of the Disney approach of exceeding customers’ expectations. Even the real cast members of Disney Institute agree that this book captures the real essence of the magical customer service provided at Walt Disney World. As a hospitality professional, you’ll see new possibilities of providing quality service through concepts not found in the typical workplace. It’ll make you realize how everything should be of the highest quality and should be done while keeping customers’ needs in mind.
BOOK 2 – Without Reservations: How a Family Root Beer Stand Grew into a Global Hotel Company
Book by Bill Marriott and Kathi Ann Brown
Even though Marriott is now one of the largest hotel chains in the world, few people know that it began as a humble family business. Without Reservations, Bill Marriott, Jr., the founder’s son, is extremely insightful for hospitality professionals as it maps out the road leading the family to triumph in the hotel industry. Bill Marriott passes down his father’s industry know-how along with tips for future generations involved in hospitality. This book is full of savvy learnings and management insights for everyone, no matter what sort of property or business they run. For example, Marriott suggests knowing exactly who your competition is and what they do at their core so that you can out-maneuver them.
BOOK 3 – Down and Out in Paris and London
Book by George Orwell
We recommend this a typical memoir from the 1930s not only for its literary merit and classic Orwellian entertainment value but also for two other reasons. First, it’s relatable, especially for those in the hotel business who have worked their way up the hospitality ladder. Second, it forces you to think about all levels of staff and staff dynamics, thereby making you reflect on how a hotel functions like a machine with many busy and interdependent components.
BOOK 4 – The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets
Book by Micah Solomon
Talking about a hotel’s ‘heart’, The Heart of Hospitality shares customer-service procedures with which hoteliers can establish a connection with their guests. While facilities and a good location certainly help a hotel, what’s most important for every hotel is to have a ‘heart’. In this book, Micah Solomon reinforces one theme: Exceptional customer service should be a process, not an exception. According to him, forming and maintaining that ‘heart’ entails attending to a lot of minor details to ensure your guests enjoy an exceptional customer experience. This book will provide a lot of options for hoteliers and hospitality professionals who are looking for practical and useful ways to improve customer experience.
BOOK 5 – Overbooked: The Exploding Business of Travel and Tourism
Book by Elizabeth Becker
In Overbooked, Becker explores the way global influences are impacting travel economically, politically, and culturally. And it’s sensational. It underscores the importance of focusing on the details to deliver a superb customer experience — especially crucial in this industry, given the nature of hospitality. If you want to grow your business, or simply challenge your way of thinking and open up your mind to new concepts within the context of global travel, this book is for you.
This article is an excerpt work extracted from the original post at Trivago Business Blog.