The Heart of Hospitality is a hospitality management and customer service resource like no other, an essential guide to navigating customer service and consumer trends in the hospitality industry and others. Created by leading customer service expert Micah Solomon, with a foreword by Ritz-Carlton President/COO Herve Humler and contributions from top professionals in the hospitality industry (restaurateurs Danny Meyer and Tom Colicchio, Four Seasons Chairman Isadore Sharp, Virgin Hotels' CEO Raul Leal, and many others), this compulsively readable volume helps you understand and serve guests of all generations, including the newly-prominent millennials, via first-hand stories and closely guarded hospitality secrets from top hotel, restaurant, and other hospitality professionals, including: