About the Author
David Moran has over fifteen years' experience in the service industry. Eleven of those years have been with one of the world's leaders, the Marriott Corporation. David has been thoroughly trained in world-class customer service, total quality management, customer/employee loyalty, product knowledge, responsible serving, diversity in the work-place, and many other areas.
David also has an earned AS degree in Science from College of the Desert, Palm Desert, California, and a BA in Psychology from California State University at San Bernardino. David shares with the reader, in addition to his hands-on experiences, what it takes to work well with associates, open lines of communication, and ultimately give the highest-quality customer service while obtaining self-fulfillment and job satisfaction.
Brent Felstead has over ten years' experience in the service industry with the Mariott Corporation. Brent has been thoroughly trained in world-class customer service, total quality management, customer/employee loyalty, product knowledge, responsible serving, diversity in the workplace, and many other areas.
Brent also has an earned AA in Business from College of the Desert, Palm Desert, pluss and earned BA in Marketing and and earned MBA in Corporate Management/Human Resources from California State University at San Bernardino. Brent has published articles in national magazines and is the author of the 21st Century Survival Guide, Beyond Y2k (copyright 1999).
Brent shares with the reader, in addition to his hands-on experiences, the business mechanics that keep revenues up and losses to a minimum.
