heart of hospitality book cover

The Heart of Hospitality

Great Hotel and Restaurant Leaders Share Their Secrets

The Heart of Hospitality is the essential guide to creating exceptional customer service and hospitality for guests of all generations, including millennials, boomers, and more. Created by leading customer service expert and Forbes.com contributor Micah Solomon, it features top hospitality professionals including Herve Humler (Ritz-Carlton), Danny Meyer (Union Square Hospitality Group), Tom Colicchio (Top Chef, Craft) Isadore Sharp (Four Seasons), Patrick O'Connell (The Inn at Little Washington), and many more. The result is a hospitality management and customer service resource like no other.

What People Are Saying

Herve Humler

"A spectacularly useful look at what determines success in the hospitality industry, packed with the insights of great leaders and practitioners from our industry, put together by Micah Solomon, one of today's preeminent thought leaders on where hospitality, customer service, and customers themselves are heading."

Herve Humler

President and COO, The Ritz-Carlton Hotel Company
seth godin

"Sooner or later, we're all in the hospitality business. I bet you'll find that Chapter 8 alone is worth the cost of the book."

Seth Godin

Author, What to Do When It's Your Turn
Raul Leal

"At Virgin Hotels, we are building a new hotel experience-something that can only be done by learning lessons from the greats of our industry and understanding the needs and wants of today's consumers. In The Heart of Hospitality, Micah Solomon--one of the true thought leaders of the customer experience--has gathered unparalleled hospitality wisdom and distilled it in an incredibly readable and useful format.  We were delighted to be part of this project and recommend it to any company or individual looking to grow within our industry."

Raul Leal

CEO, Virgin Hotels
Patrick O Connell

"In this groundbreaking new book, Micah Solomon manages to distill the wisdom of some of America's most enlightened hospitality professionals. He combines the power of their insights with his own refreshing point of view in a compelling narrative style that is concise and to the point.  The Heart of Hospitality illustrates that ultimately it is the human connection that builds and sustains guest loyalty.  This is an inspirational and useful book for anyone interested in customer satisfaction.  Is there anyone who isn't?"

Patrick O'Connell

Chef/Proprietor, The Inn at Little Washington
Micah Solomon Headshot
About the Author

Customer Service Expert Micah Solomon

Micah Solomon is one of the world's leading authorities and hands-on consultants specializing exclusively in customer service, company culture, and the customer experience. He’s been named by The Financial Post “The New Guru of Customer Service Excellence,” and he specializes in creating five-star customer service with an eye toward bottom line results. Micah is a bestselling author, consultant, and keynote speaker, and his books have been translated in more than a half-dozen languages and are the recipients of multiple awards. Micah is a frequent and prominent contributor to Forbes.com and Inc.com on the subjects of customer service, the customer experience, and company culture, and his expertise has been featured in Bloomberg BusinessWeek, ABC, CBS, NBC, CNBC, and the Harvard Business Review.

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