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So You REALLY Like Working With People?: Five Principles For Hospitality Excellence Paperback – October 14, 2016
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About the Author
Douglas Martin Kennedy is the President of Kennedy Training Network, Inc. He started his first hospitality industry training company in 1989 at the age of 28. Since that time, he has been a fixture on the hotel and lodging industry’s conference circuit, having been a conference speaker for over 100 association, brand, and management company conference events. It is estimated that over 20,000 others have participated in training workshops and seminars he has presented personally throughout the United States, the Caribbean, Canada and Mexico, as well as in places like Sao Paulo, Brazil, Singapore, Malaysia, Bulgaria, Germany, Netherlands, Ukraine, and Russia. Since 1996, thousands of others worldwide read his monthly articles in publications such as Hsyndicate, Hotel Online, Hotel News Resource, HTrends, HotelMarketing.com, Hotel News Now and 4Hoteliers.
Top customer reviews
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This book is fun, easy to read, and straight to the point. I wish that I had read this book ten years ago as it will help me better understand other people and save me with lots of frustrations.
The new technology and social media are taking over much of the hospitality business - from answering customers complaints, and providing information over the phone - and so our response becomes automated too.
This book reminded me that customer service is a "people-person." and that hospitality is more than communication technique - it's about putting " heart" and "authentic" care. And that regardless of the circumstances, whether helping happy or unhappy customers - each of them has a unique story, and the author explained and share his personal experiences on how we have the choice to "make the best of it" when working with other people.
The five principles that author shares in this book will serve as my new personal road map or blueprint when serving our internal or external customers.
I had also reached out to the author, Doug Kennedy, and he was kind and generous to answers questions I have. The author truly live and breath the each principle he shares in this book.
Whether you're a manager or not, I highly recommend this book as a MUST read as it will give you core foundation on working with other people.
I reached out to the author, Doug Kennedy, and he was kind and generous to answers questions I had. The author truly live and breath the each principle he shares in this book.
I highly recommend this book.
If you're a GM or anyone else in management, I highly recommend you pick up a copy and make this required reading for everyone at your hotel. You'll thank me later.