Overview

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 industry 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-essential for businesses inside and outside the hospitality industry. As Ritz-Carlton Hotel Company President and COO Herve Humler says in his foreword to the book, ""If you want to create and sustain a level of service so memorable that it becomes an unbeatable competitive advantage, you'll find the secrets here.""

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Micah Solomon is a customer service consultant, trainer, eLearning producer, and keynote speaker, known for helping companies to dramatically transform their relationships with their customers and build their bottom line. He's known for his step-by-step customer service improvement approach to transforming customer service from a source of frustration to a builder of customer engagement, loyalty, and word-of-mouth marketing and praise. In fact, Inc. Magazine has named Micah ""The World's #1 Customer Service Turnaround Expert."" Micah also offers his service as a customer service trainer, eLearning training designer, and keynote speaker. Micah's books have been translated into more than a dozen languages, and his expertise has been featured in Forbes, Inc. Magazine, CNBC, Bloomberg BusinessWeek, and the Harvard Business Review. Kevin T. Collins, an Audie Award-winning audiobook narrator, is an actor, singer, recording artist, and director who can be seen off Broadway, on television, and in films.

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