Cora Tyler works at the Hotel Metronome in San Francisco, and shes always seeking to learn new things.A chance meeting on a train with an employee at a hotel in New York City, Ari, gives her the chance to share her business insights. Their lively discussion gets them both thinking about delivering excellent customer service.While Cora makes it point to focus on details such as remembering the names of guests, Ari admits that he usually cant even pronounce their names. Unlik...

Based on the success story of a small Seattle coffee shop, this little book is a tasty brew of sound principles and instructive anecdotes. As the coffee shop owner looks for ways to retain his customer base, a consultant helps him focus on what really matters. Authors Yerkes and Decker, renowned for their consulting and business savvy, have done their homework and turned Beans into "a business fable taken from real life."

With a Foreword by Jim Cora, former Chairman of Disneyland International"A leadership blueprint, applicable in any organization." -- Captain D. Michael Abrashoff, U.S. Navy (Ret.), and author of It's Your Ship"When I first arrived at The Walt Disney Company, I was surprised to find I had to go back to school--at Disney University! There, I learned the fundamentals of guest service that consistently gave Disney a tremendous advantage in the mark...

Now revised and updated, this "inspired, impactful, and important" book shows how to achieve the ultimate success by rectifying the small problems that can sink a business (Stephen R, Covey, author of The 7 Habits of Highly Effective People).Once every few years a book comes along with an insight so penetrating, so powerful—and so simply, demonstrably true—that it instantly changes the way we think and do business. Such a book is Broken Windows, Broken...

Increase your business’s sales with these seven essential practices salespeople and organizations must embrace to thrive in today’s competitive marketplace.Companies today are struggling to find the one thing that matters in today’s competitive marketplace. Price? Quality? Innovative product features?While all of the above factors certainly influence a customer’s buying decision, none of them is the most influential factor. What is? The employee who has the...

THE #1 NEW YORK TIMES AND WALL STREET JOURNAL BESTSELLER!“Like any business, a hospital must be true to its core values in order to succeed. ‘Trickle-down values’ start at the top with the best leadership, so that all the stakeholders understand and carry out the institution’s mission. That is the gift that David F einberg has brought to U CLA. I am in awe of his management skills.”—Lynda Resnick, owner of Pom Wonderful, Fiji Water, Teleflora, and...

Customers love it when employees are ENGAGED to deliver an experience. However, it doesn’t come easy for most companies. The level to which your workforce is ENGAGED also has a significant impact every day on employees’ happiness and productivity, the customer experience, and your company’s profitability. Your company can be one that customers love to do business with … one that turns customers into loyal followers who buy more and more often. The journey through ENGAGED!, will teach you w...

The Wall Street Journal and BusinessWeek bestseller-fully revised and updatedThe old cliché is that smart companies underpromise and overdeliver. But in today's crowded market, underpromising is a ticket to oblivion.Companies like American Girl, Best Buy, and Apple came out of nowhere to dominate their markets. How did they scoop their bigger and wealthier competition? It wasn't through a fat marketing budget. It was because they made, and...

Learn how to provide top-grade customer service anywhere, anytime with Salesforce Service CloudSalesforce Service Cloud empowers your service organization to interact with customers through any channel and provide an individualized experience that will be worth sharing—for your customers and for your company. Salesforce Service Cloud For Dummies is one the first books to focus specifically on Salesforce Service Cloud software. With it, you'll discover how ...

Perfect for class use in management schools, schools of tourism, and applied English language classes (ESL & EFL). Teacher slides, exercises, and other teaching material can be obtained from qbook.org for teachers. If you are working in the international tourism industry, this book can help you get ahead. Tourism Can Be Easy & Fun Quick Tourism in English Will Show You How! Combining a management perspective with English as a second language foundation, this...

In See America First, Marguerite Shaffer chronicles the birth of modern American tourism between 1880 and 1940, linking tourism to the simultaneous growth of national transportation systems, print media, a national market, and a middle class with money and time to spend on leisure. Focusing on the See America First slogan and idea employed at different times by railroads, guidebook publishers, Western boosters, and Good Roads advocates, she describes both the modern marketing stra...

Success in today's rapidly changing hospitality industry depends on understanding the desires of guests of all ages, from seniors and boomers to the newly dominant millennial generation of travelers. Help has arrived with a compulsively-readable new standard, The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets by Micah Solomon, with a foreword by The Ritz-Carlton Hotel Company's president and COO Herve Humler.This up-to-the-minute resource deliv...