“So You REALLY Like Working With People?” Is a fun and fast moving book that will inspire both frontline colleagues and top-level hospitality leaders.
Greetings readers, clients and hospitality industry friends! Well it took me 10 years to finally finish this project that only runs 70 pages, but maybe that is an indicator of how important it was for me to get the message just right.
My new book “So You REALLY Like Working With People?”- Five Principles For Hospitality Excellence contains the core essence of all of my hotel and lodging industry training workshops and conference presentations. Readers so far have said it’s a fun and fast moving book that will inspire both frontline colleagues and top-level hospitality leaders.
Rather than covering traditional hospitality concepts such as “telephone skills,” “using customer names,” and “techniques for handling complaints,” all of which have been covered again and again by others, I have presented five principles which are the true heart of hospitality, because that’s where it all starts.
This book draws on the many hospitality lessons I’ve learned from personally training more than 20,000 managers and frontline staff of hotels, resorts and lodging companies of all types throughout North America and worldwide since 1989, most often in groups of 5 to 25 one day at a time. Many of the stories shared herein originate from the hospitality superstars I have met in doing so. Lessons in my book also come from my 19 years working as a frontline customer service employee, including eight years in the hotel business and 11 years working in my parents’ small business from age 9.
By reading my Five Principles for Hospitality Excellence,” I hope readers will not only learn how to deliver service experiences that foster customer loyalty and “word of click” social media advertising, but to also learn how to have a lot more fun along the way!
To purchase individual copies of my book at Amazon Create Space, follow this link. It is also available for Kindle.
Discounted rates apply for bulk copies, such as for holiday gifts or to purchase for all of your frontline associates. Contact me directly for pricing and details: doug@kennedytrainingnetwork.com
If you are looking for a keynote speaker for your upcoming association or conference meetings, I offer a presentation based on the content of this book. Details at: http://www.kennedytrainingnetwork.com/conference-speaking/
