Hospitality Management
People Skills and Manners on and off the Job
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Creativity The most creative and farsighted person I know of in this extraordinary business is Isadore Sharp. Mr. Sharp is the founder and Chairman of the Four Seasons Hotels and Resorts. Now that, in and of itself, should be enough; but that’s not why he’s amazing. Mr. Sharp is the man whose creative visions redefined the industry’s standards of service. How? Well, he’s the first person who thought it would be nice if every guest had a little bottle of shampoo in his or her shower! Remarkable! He used both common sense and uncommon savvy to effect an industry wide change. He also thought each guest needed a remote control for his or her television, a lighted writing desk, 24 hour room service, 24 hour secretarial services and 24 hour cleaning and pressing, a really substantial bath robe, and let’s not forget an on-property fitness facility! You may be new to this remarkable industry. That doesn’t mean you need to leave your creativity and individuality at the door. Things don’t always have to be done the way they were always done. Maybe you can think of a way to do things better or with more joy. Your creativity and resourcefulness make you an incredibly valuable asset to your team, to your brand, and to the guest experience. Speak up when you have a fantastic idea, even if it’s as small as a tiny plastic bottle of shampoo. Creativity drives cultures of excellence.
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About the Book
Hospitality Management is a career and life reference for both seasoned executives and new hires. This book positions associates to work comfortably in a global environment and to interpret the cultural expectations of their guests. The author, Lyn Pont, PhD, is a motivational public speaker and educator. She is the president and founder of Manners for Business, Inc. In Hospitality Management she discusses service, relationships, integrity, communications, personal image, creativity, the bottom line, and so much more. As a story teller, Dr. Pont weaves into the narrative valuable industry history and tales that support a culture of service and personal excellence.
Competition in the hospitality industry is nonstop, and brands are looking for associates who can handle themselves flawlessly both on and off the job. Modern hospitality professionals are correctly concerned about representing their organizations, and themselves, with polish, politeness, confidence, and authority. Hospitality Management leads the way by showcasing the soft skills that you can use to amaze your guests with your outstanding attention to customer care.
If you believe in remarkable service and have a passion for this great industry, then Hospitality Management will delight you with a treasure chest of hands-on, practical information that will assist you throughout your career.
“Pont’s book is a must-read for anyone considering a career in hospitality.”
—Isadore Sharp, chairman and founder, Four Seasons Hotels and Resorts
“A refreshing, thorough, and necessary read for anyone dealing with the intricacies of the industry. … A great training tool for the hospitality industry.”
—Arthur J. Torno, vice president, American Airlines, Inc.
“Leave it to business etiquette expert Dr. Lyn Pont to author the most comprehensive guide to providing your guests with the memorable hospitality experience they deserve.”
—Martin Yang, master chef, author, food consultant, cooking show and travelogue host
About the Author
Lyn Pont, PhD, inspires hospitality associates around the world to provide extraordinary customer care by promoting themselves and their brands as exceptional. She is a public speaker who, through in-house workshops and keynote addresses, educates and motivates individuals and teams to grow the bottom line. The author has a PhD in Leadership. She is an experienced human resources and business behavior professional. Dr. Pont is the founder of Manners for Business, Inc. Visit her online at: www.MannersForBusiness.com – she would love to hear from you.