Grand Hotel Reception Art

Author: Hiroshi Hashimoto and Seidun He
Publisher:
Publish Date: 2002-01-01
Features: Are you working in the hospitality industry? Do you possess the skills to provide satisfying hospitality services? As one of the founders of the Okura Hotel in Japan, Mr. Hiroshi Hashimoto shares with us through 50 vivid and real-life examples: hospitality service is an art, and to master this art, one must constantly cultivate eight key abilities—communication skills, observation skills, empathy skills, self-respect skills, approachability skills, information skills, judgment skills, and action skills. Only by mastering and skillfully applying these eight abilities can one achieve the pinnacle of service work. The purpose of this book is to introduce readers to the importance of building a close and intimate relationship with guests, earning their trust and goodwill as a top-tier service professional, and to illustrate specific methods and approaches for honing one's skills through daily service activities.