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17 Best Hospitality Management Books For Hotel Managers

Cory Masters is a dynamic professional with 10+ years of experience working across hotel and hospitality management, accounting, financial management, office management, and operations. She's passionate about elevating other professionals in the community, using her 4 years as an Assistant Hotel Manager at Four Seasons to share the lessons she's learned about managing guest interactions, reservations, hotel staff, hotel services, hotel management systems, and more.

Discover the power of the best hospitality management books, curated from years of industry practice and extensive reading. These books delve into guest relations nuances and forward-thinking strategies.

In my years of delving deep into the world of hospitality management—both in practice and in literature—I've come to realize just how transformative the right book can be. I've spent countless hours with my nose in assorted hotel management books , sifting through the intricacies of our industry. From the nuances of guest relations to the innovative strategies that propel our services forward, each book offers a unique lens.

17 Best Hospitality Management Books

Having explored numerous titles, I've curated a list of the best books that address the pressing challenges in hospitality management.

• Introduction to Hospitality by John R. Walker
• Hotel Management and Operations by Michael J. O'Fallon and Denney G. Rutherford
• The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets by Micah Solomon
• Revenue Management for the Hospitality Industry by David K. Hayes and Allisha A. Miller
• The New Gold Standard by Joseph Michelli
• Setting the Table by Danny Meyer
• Hospitality Strategic Management: Concepts and Cases by Cathy A. Enz
• Professional Management of Housekeeping Operations by Thomas J. A. Jones
• The Cornell School of Hotel Administration on Hospitality by Michael C. Sturman, Jack B. Corgel, and Rohit Verma
• Principles of Hotel Front Office Operations by Sue Baker, Pam Bradley, and Jeremy Huyton
• Hospitality and Travel Marketing by Alastair M. Morrison
• Check-In Check-Out by Gary Vallen and Jerome Vallen
• Cases in Hospitality Management by Timothy R. Hinkin
• Hospitality Sales and Marketing by James R. Abbey
• Hospitality Branding by Chekitan S. Dev
• Revenue Management Made Easy by Ira Vouk
• 100 Tips for Hoteliers by Peter Venison

Overviews Of The 17 Best Hospitality Management Books

Here’s a quick summary of each book, what you’ll learn, and why you should read it, plus a quote I like from the book. I added the author’s LinkedIn and other places to connect with them online.

1. Introduction to Hospitality by John R. Walker

Summary: This comprehensive hospitality book delves into the vibrant world of hospitality, examining its diverse sectors and their unique characteristics.

What You'll Learn: The intricacies of various hospitality sectors, fundamentals of top-notch service, and the current challenges and opportunities in the industry.

Why You Should Read It: A foundational understanding of the hospitality industry, perfect for newcomers and seasoned professionals seeking to update their knowledge.

Quote From The Book: "Success in hospitality is not about mastering the service but mastering the experience."

About The Author: John R. Walker is a recognized authority in hospitality management. Explore more about his works on his Amazon portfolio.

2. Hotel Management and Operations by Michael J. O'Fallon and Denney G. Rutherford

Summary: A deep dive into the operational aspects of running a hotel, from front-of-house to back-of-house.

What You'll Learn: Best practices in hotel management, risk management strategies, and the evolution of hotel operations in the digital age.

Why You Should Read It: A hands-on guide for anyone interested in the ins and outs of hotel management and operations.

Quote From The Book: "In hotel management, it's not just about rooms—it's about creating memorable moments."

About The Author: Michael J. O'Fallon and Denney G. Rutherford have collectively shaped the landscape of hospitality education.

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3. The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets by Micah Solomon

Summary: A collection of wisdom from the stalwarts of the hospitality industry, unveiling the secrets behind leading successful hotels and restaurants.

What You'll Learn: Leadership lessons from hospitality magnates, strategies to enhance guest experience, and the value of personal touch in the age of digitization.

Why You Should Read It: For restaurateurs keen on understanding the essence of true hospitality, this book provides a blend of storytelling and practical advice from industry professionals.

Quote From The Book: "Great hospitality doesn’t start with a smile; it begins with understanding the heartbeats behind every guest."

About The Author: Micah Solomon is renowned for his leadership in perfecting the art of customer service and the hospitality domain. Discover his professional journey on LinkedIn , stay updated with his thoughts on social media, Twitter , or dive into his expertise on his website .

4. Revenue Management for the Hospitality Industry by David K. Hayes and Allisha A. Miller

Summary: A thorough exploration of revenue management tailored for the hospitality industry, highlighting strategies to maximize profitability without compromising on guest experience.

What You'll Learn: Fundamental concepts of revenue management, pricing strategies tailored for hospitality, and tactics to drive revenue growth in competitive markets.

Why You Should Read It: An indispensable guide for hospitality professionals seeking to blend financial acumen with guest-centric service delivery.

Quote From The Book: "Optimal revenue isn't about price hikes; it's about delivering value at every price point."

About The Author: David K. Hayes and Allisha A. Miller bring a blend of academic rigor and industry experience.

5. The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience by Joseph Michelli

Summary: A deep dive into the principles that underpin legendary customer experiences, inspired by the practices of leading global brands.

What You'll Learn: Five pivotal leadership principles, strategies to consistently deliver superior customer experiences, and insights on fostering brand loyalty.

Why You Should Read It: For entrepreneur looking to elevate their brand or hotel brands to legendary status in the eyes of their customers.

Quote From The Book: "True leadership is crafting experiences that remain etched in customers' memories."

About The Author: Joseph Michelli is a renowned expert on customer experience and brand loyalty. Get to know him better on LinkedIn , follow his expert opinions on Twitter , and delve deeper into his works on his website .

6. Setting the Table by Danny Meyer

Summary: Danny Meyer shares his wisdom on the transformative power of hospitality, emphasizing its significance not just in restaurants but in every business domain.

What You'll Learn: The ethos of 'enlightened hospitality', strategies for building lasting customer relationships, and Meyer's unique philosophy on entrepreneurship success.

Why You Should Read It: A revelation for anyone in business, like hotel owners, this book showcases how genuine hospitality can be a game-changer in any industry.

Quote From The Book: "At the heart of every business lies the simple act of making people feel special."

About The Author: Danny Meyer, a titan in the restaurant management industry, has redefined hospitality and tourism business. Engage with him on LinkedIn , stay tuned to his updates on Twitter , and learn more about his journey.

7. Hospitality Strategic Management: Concepts and Cases by Cathy A. Enz

Summary: Enz presents an in-depth analysis of strategic management tailored for the hospitality sector, enriched with real-world cases and scenarios.

What You'll Learn: The nuances of strategic planning in the hospitality world, application of core management principles, and critical evaluation of real industry cases.

Why You Should Read It: For those seeking a fusion of theory and practice in hospitality management, this bestseller book bridges the gap effectively.

Quote From The Book: "Strategic thinking in hospitality isn't just planning—it's envisioning the future."

About The Author: Cathy A. Enz is a luminary in strategic hospitality management. Engage with her insights and professional experiences on LinkedIn or visit her Twitter .

8. Professional Management of Housekeeping Operations by Thomas J. A. Jones

Summary: Jones delves into the realm of housekeeping operations, highlighting its importance and detailing professional management techniques.

What You'll Learn: Operational aspects of housekeeping, the role of housekeeping in customer satisfaction, and advanced strategies to enhance efficiency and effectiveness.

Why You Should Read It: A must-read for those involved in hotel business operations, offering a comprehensive guide to mastering housekeeping management.

Quote From The Book: "In the heart of hospitality, housekeeping is more than cleaning—it's creating a home away from home."

About The Author: Thomas J. A. Jones is a seasoned expert in housekeeping operations and its nuances.

9. The Cornell School of Hotel Administration on Hospitality by Michael C. Sturman, Jack B. Corgel, and Rohit Verma

Summary: This book amalgamates insights from leading industry experts at the Cornell School of Hotel Administration, providing a comprehensive overview of modern hospitality practices.

What You'll Learn: Key leadership principles in hospitality, innovations shaping the future of the hotel and tourism industry, and a multidimensional approach to guest satisfaction.

Why You Should Read It: Gleaned from the minds of industry leaders, this compilation provides unparalleled insights into the hospitality industry's evolving landscape and industry trends.

Quote From The Book: "Learning from the past, innovating for the future—that's the Cornell approach to hospitality."

About The Author: Michael C. Sturman, Jack B. Corgel, and Rohit Verma are pillars of the Cornell School of Hotel Administration. Connect with Michael on LinkedIn , engage with Jack's expertise on LinkedIn , and delve into Rohit's contributions on his LinkedIn .

10. Principles of Hotel Front Office Operations by Sue Baker, Pam Bradley, and Jeremy Huyton

Summary: A deep dive into the intricacies of hotel front office operations, elucidating the principles that guide successful hotel management.

What You'll Learn: Key elements that make a hotel's front office function efficiently, the art of guest interactions, and the metrics that measure operational success.

Why You Should Read It: A foundational read for hoteliers, offering insights and techniques for ensuring that the heart of the hotel—its front office—runs smoothly.

Quote From The Book: "The front office is where first impressions are made, and lasting relationships begin."

About The Author: Sue Baker, Pam Bradley, and Jeremy Huyton are seasoned professionals in the world of hotel management.

11. Hospitality and Travel Marketing by Alastair M. Morrison

Summary: Morrison presents an exhaustive guide to the world of hospitality and travel marketing, tapping into strategies that drive success.

What You'll Learn: Emerging trends in travel marketing, leveraging digital platforms for brand visibility, and crafting campaigns that resonate with target audiences.

Why You Should Read It: A comprehensive look at marketing tailored for the hospitality and travel niche, making it a staple for professionals in the sector.

Quote From The Book: "In the world of travel, the right marketing strategy can turn wanderers into loyal customers."

About The Author: Alastair M. Morrison is a stalwart in the field of hospitality marketing. Delve deeper into his expertise and journey in the industry on LinkedIn .

12. Check-In Check-Out by Gary Vallen and Jerome Vallen

Summary: The Vallen duo unpacks the essentials of managing hotel operations, with a keen focus on efficiency, guest satisfaction, and profitability.

What You'll Learn: Operational challenges faced by hotels, strategies for optimal resource allocation, and methodologies to enhance guest experiences.

Why You Should Read It: With its holistic approach to hotel management, this book is a treasure trove of insights for budding and seasoned hoteliers alike.

Quote From The Book: "Successful hotel operations are a blend of seamless processes and heartfelt guest interactions."

About The Author: Gary Vallen and Jerome Vallen are luminaries in hotel operational management. Connect with Gary's professional journey on LinkedIn .

13. Cases in Hospitality Management by Timothy R. Hinkin

Summary: Hinkin crafts a unique journey through the hospitality landscape, using critical incidents as a lens to examine and understand management challenges.

What You'll Learn: Real-world incidents that have shaped the hospitality industry, how they were managed, and lessons that future professionals can derive from them.

Why You Should Read It: The case-based approach offers readers a chance to critically think about solutions while learning from past incidents, making it invaluable for aspiring general managers.

Quote From The Book: "In every challenge lies an opportunity to learn, grow, and lead."

About The Author: Timothy R. Hinkin is a distinguished figure in the realm of hospitality management, with a penchant for dissecting real-world scenarios. Delve into his expertise and insights on LinkedIn .

14. Hospitality Sales and Marketing by James R. Abbey

Summary: Abbey breaks down the dynamic world of hospitality sales and marketing, presenting strategies that align with modern guest expectations.

What You'll Learn: Tactics to drive sales in the hospitality sector, digital marketing's role in creating brand visibility, and methodologies to convert inquiries into loyal customers.

Why You Should Read It: For those keen on understanding the sales and marketing interplay in hospitality, this book serves as an exhaustive guide.

Quote From The Book: "Marketing isn't just about being seen—it's about being remembered."

About The Author: James R. Abbey, with his depth of experience in hotel marketing, offers readers a blend of strategy and real-world examples.

15. Hospitality Branding by Chekitan S. Dev

Summary: Dev delves deep into the concept of branding within the hospitality industry, showcasing how a strong brand can significantly influence guest choices.

What You'll Learn: The pillars of a robust hospitality brand, strategies for brand differentiation, and the role of brand identity in guest retention.

Why You Should Read It: In an industry where every detail matters, understanding how to craft and maintain a brand identity is paramount—making this read essential.

Quote From The Book: "A brand isn't just a logo—it's a promise and an experience."

About The Author: Chekitan S. Dev stands as an authority on hospitality branding. Dive into his wealth of knowledge and extensive industry experience on LinkedIn .

16. Revenue Management Made Easy by Ira Vouk

Summary: Ira Vouk demystifies the complex world of revenue management, offering a clear, step-by-step guide for those aiming to master this crucial aspect of the hospitality industry.

What You'll Learn: The core principles of revenue management, techniques to optimize pricing strategies, and relevant hotel management tools to forecast demand effectively.

Why You Should Read It: As revenue management becomes an essential skill for hoteliers, this book serves as an indispensable guide to mastering its nuances.

Quote From The Book: "In the rhythm of demand and supply, finding the right tune is the art of revenue management."

About The Author: Ira Vouk is a leading voice in hospitality revenue management. Delve into her expertise, methodologies, and innovative approaches on LinkedIn or visit her website .

17. 100 Tips for Hoteliers by Peter Venison

Summary: Peter Venison brings to the table a treasure trove of tips, derived from years of hands-on experience, to help hotel professionals elevate their game.

What You'll Learn: Tangible insights on guest service, operational efficiency, and leadership, alongside invaluable advice to navigate the ever-evolving hospitality landscape.

Why You Should Read It: Packed with actionable tips, this book is a handy manual for both newcomers and seasoned professionals in the hotel industry.

Quote From The Book: "Every guest interaction is an opportunity to create a lasting impression."

About The Author: Peter Venison, with his rich tapestry of experiences in the hospitality world, offers readers a blend of wisdom and practicality.

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10 Must-Read Books on Hospitality Management

Whether you’re an experienced hospitality professional, an aspiring hospitality worker, or are earning a degree hospitality management , it always helps to stay up-to-date on the latest trends, strategies, and insights in the industry. Over the past few decades, as the hospitality business has increased its international presence and refined its operations, several stellar books have been published that cover some of these changes: from specialized handbooks on digital marketing strategy and e-commerce tourism, to personal memoirs, how-to guides, and breakdowns of the hospitality industry in general . Below, we’ve selected ten of the best books on hospitality management, with an eye diverse titles and areas of expertise. Check it out to find the right book for you!

Be Our Guest: Perfecting the Art of Customer Service , by Theodore Kinni

Leave it to Disney, the publisher of Be Our Guest , to distill the finer points of customer service and hospitality in clear, practical language for current and aspiring professionals in the field. Written by Theodore Kinni, the book’s key theme is exceeding expectations: know what your customer wants, and then double down. Customer service is the art, or in Disney parlance, the magic, of delivering something that is above and beyond the standard, creating an experience that is both unique and memorable. Mere satisfaction doesn’t develop brand loyalty – for that, you need something much more rare, but definitively superior. Needless to say, the book can be applied to any business practices, and Kinni has written or edited twenty books on various business topics: sales, marketing, and leadership, among them. But hospitality management is the target audience here, and industry professionals would do well to heed the advice.

• Rating: 4.6 stars
• Price: $11.99

Setting the Table: The Transforming Power of Hospitality in Business , by Danny Meyer

In the event you’re unfamiliar, Danny Meyer is worth listening to. In Setting the Table , the award-winning restauranteur of such successful New York hotspots as Union Square Cafe, Gramercy Tavern, and Shake Shack gives hospitality professionals and businesspeople in general an inside look at how he managed to build an empire in one of the most competitive industries and cities in the world. Namely, the book explains Meyer’s philosophy of “Enlightened Hospitality,” which emphasizes strong in-house relationships and high-quality customer service. Hospitality is like any other business: the product reflects the producers, and if your employees are unsatisfied, your customers will be too. Through personal anecdotes, lessons, and advice drawn from over thirty years of hospitality experience, this bestseller offers a clear roadmap to success for any business or organization.

• Rating: 4.5 stars
• Price: $11.89

The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company , by Joseph Michelli

The Ritz Carlton is synonymous with world-class hospitality, perhaps more than any other brand in the world. In The New Gold Standard , bestselling-author Joseph Michelli outlines the Ritz’s singular approach to the hospitality business and the way to replicate it in your own business: understanding what the customer needs; understanding what employees need; how to exceed customer expectations; and how to develop a state-of-the-art employee training program. With behind-the-scenes access, practical how-to advice, and a clear implementation plan, The New Gold Standard offers hospitality managers and professionals a highly readable guide that’s full of nuanced insights and tips to help your organization reach the level of the Ritz.

• Price: $15.31

The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets , by by Micah Solomon

Speaking of the Ritz, Company President and COO Herve Humler pens this praise in the forward to The Heart of Hospitality : “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.” Authored by Forbes.com contributor Micah Solomon, this book includes advice from some of the hospitality industry’s leading executives and business professionals: Virgin Hotels CEO Raul Leal; Craft Restaurants’ Top Chef Tom Colicchio; Four Seasons Hotels & Resorts Chairman Isadore Sharp; Union Square Hospitality Group CEO Danny Meyer; Le Bernardin Chef Eric Ripert; and Restaurateur Traci Des Jardins, among others. For a book of its length, just under 200 pages, you’re unlikely to find a more compelling, useful handbook to successful hospitality management and customer service — a must-have for hospitality workers at every level.

• Rating: 4.8 stars
• Price: $22.95

The Cornell School of Hotel Administration on Hospitality: Cutting Edge Thinking and Practice , edited by Michael C. Sturman, Jack B. Corgel, and Rohit Verma

Good luck finding a more comprehensive book on the hospitality industry: Cornell’s authorative tome comes in at 2 pounds and 500 pages. For the serious hospitality professional, especially managers and executives, this is the Bible of hospitality theory and practice; master’s candidates in Hospitality Management would do well to study it, too. In particular, the book covers: how to develop and manage a successful career in the multinational hospitality industry; how to maximize profits from franchise agreements, management contracts, and leases; understanding and predicting customer needs; motivating staff to provide superior customer service; managing hospitality real estate assets; and controlling costs and directing brand strategy. Founded in 1922, Cornell’s School Of Hotel Administration is widely considered to offer the best hospitality program in the world.

• Rating: 4.4 stars
• Price: $28.63

Hospitality Marketing Management , by Robert D. Reid and David C. Bojanic

Now in its 5th edition, Hospitality Marketing Management is the definitive guide to marketing campaigns in the hospitality business. The premise is simple enough: as with every other industry, innovation and technological advances have revolutionized the traditional business model for hospitality. In order to survive a global economy, hospitality managers and executives need to learn essential new marketing skills designed to target new customers, build brand loyalty among previous customers, and develop new revenue streams. Specifically, the book covers service and customer satisfaction in hospitality; promotion, advertising, and pricing strategies; tourism and destination marketing; internet marketing for hospitality; and consumer behavior, market segmentation, and positioning. As with the previous recommendation, this one is a biggie, tallying 670 pages, but as a general resource, it’s one of the best in its class.

• Price: $18.99

Marketing for Hospitality and Tourism , by Philip T. Kotler, John T. Bowen, and James Makens

If you’re looking for an even more thorough guide than the above, Marketing for Hospitality and Tourism is another excellent resource book for hospitality professionals interested in marketing (and if we’re keeping score, this one has reached its 6th edition). Authored by three bestselling authors and experts in hospitality, the primary focus is on hotel marketing, offering real-world case studies, helpful application examples, practice exercises, and more to help students and professionals alike tackle the biggest challenges facing the global hospitality industry. Sixth edition features include social media coverage, current industry trends, and new hands-on assignments.

• Rating: 4.1 stars
• Price: $21.89

Hospitality Management: People Skills and Manners on and off the Job , by Lyn Pont

President and Founder of Manners for Business, Inc., Lyn Pont holds a PhD in Leadership and works as a motivational public speaker and educator. In Hospitality Management , she covers the essentials that hospitality executives, students, and new hires alike could all stand to remember: customer service, relationships, personal image and brand identity, integrity, communications, etiquette (team, dining, digital, and global) and much more. Contrary to some of the more technical manuals, this book emphasizes a return to hospitality basics, which ultimately comes down to the question of how we treat each other. In that regard, despite its title, the book applies to general readers and business professionals of all backgrounds. With endorsements from executives at Four Seasons Hotels and Resorts and American Airlines, Hospitality Management reminds us that good business and good manners go hand in hand.

• Rating: 4.2 stars
• Price: $21.95

Hospitality Strategic Management: Concepts and Cases , by Cathy A. Enz

Hospitality Strategic Management , now in its 2nd edition, is another highly useful, Swiss Army Knife of a hospitality book: equal parts textbook, resource guide, technical manual, and practice tool. Here you’ll find in-depth discussions on innovation, entrepreneurship, leadership, ethics, and franchising within the international hospitality industry, as well eight complete case studies that range from cruise and airlines, to lodging, gaming, food and beverage, and tourism e-commerce. Concluding each of the ten chapters, Enz features a helpful key points summary as well as review questions and critical thinking and application questions for further study.

• Price: $19.44

Introduction to Revenue Management for the Hospitality Industry: Principles and Practices for the Real World , by Kimberly A. Tranter, Trevor Stuart-Hill, and Juston Parker

One of the more modestly-sized academic treatments of hospitality on our list, Revenue Management for the Hospitality Industry bills itself as a one-of-a-kind book, mapping the basics of hospitality revenue management process as well as strategies to effective planning, including development, implementation, and evaluation. In addition to highlighting revenue manager skills , the book also provides a unique history of the field, followed by chapters on customer knowledge and consumer behavior, market segmentation and selection, internal assessment and competitive analysis, economic principles and demand forecasting, dynamic value-based pricing, and the revenue management team, among others. Readable, informative, and compelling, the book should serve as an important resource for the developing field.

• Price: $55.78

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By Lana Cook

From managing employees to coordinating hotel services and creating the structure to deliver exceptional guest experiences , a hotel manager’s role encompasses a wide variety of tasks.

In order to master the skills required to successfully manage your hotel business, you should look to leaders who have been in your shoes before. By listening to other hoteliers and hotel industry experts, you can avoid common pitfalls and perfect your management skills in record time.

Check out 16 must-read hospitality books from the world’s top hospitality experts.

1. More Reservations, Happier Guests: The Ultimate Guide for the Modern Hotelier

Author: Cloudbeds, Adam Harris, Richard Castle, Rafael Blanes, Chad Brubaker, Kristy Espat, and more.

Goodreads Rating: N/A – eBook

Published: 2022

Read ‘ More Reservations, Happier Guests: The Ultimate Guide for the Modern Hotelier.’

What’s it about?

There has never been a more exciting time to be in the hospitality industry. Travelers are eager to experience the world in new and unique ways in 2022 and beyond.

Today’s lodging businesses are not bound by traditional hotel models – in some cases, they’re not even bound by walls. Cloudbeds wrote this book with these modern hoteliers in mind, putting together their collective knowledge of hundreds of years in hospitality and technology to help properties of all sizes and types succeed.

Why should I read it?

This book was created for owners and operators of all types of lodging businesses to develop the knowledge and skills they need to leverage technology to achieve their business objectives. Learn from an array of hospitality experts on strategies, ideas, fundamentals, and best practices to drive performance across departments, implement smart revenue strategies and build guest satisfaction.

Reviews are in:

“More Reservations, Happier Guests builds on the collective hospitality experience in one of the fastest-growing hotel tech startups of all time: Cloudbeds. With thousands of properties using its platform, Cloudbeds has gleaned insights from working with hospitality businesses of all sizes and types, all around the world. The book distills this collective wisdom into the key concepts hoteliers need to understand in order to build successful businesses.” – Jordan Hollander, CEO at Hotel Tech Report

2. Revenue Management Made Easy

Author: Ira Vouk

Goodreads Rating: 4.00 (4 ratings)

Published: 2018

Learn more about ‘ Revenue Management Made Easy .’ 

From the originator of the ARPAR performance index. This book brings a fresh view on revenue management and describes the tools that are relevant and effective today. It contains both theoretical knowledge and practical advice on how to revenue manage your hotel and significantly grow your RevPAR and bottom line.

Ira Vouk is a tech innovator, consultant, and educator with nearly 20 years of practical experience in the hospitality and tourism industry. She developed the Adjusted RevPAR hospitality performance metric for profit maximization and brings a modern look at revenue management and the tools relevant today. In less than 100 pages, Ira gives practical advice on how to significantly grow your hotel revenue and bottom line.

Reviews are in: 

“The best you can find, if you’re interested in Revenue Management 101 in Tourism and Hospitality. Solid, profound, practical. Read it, open an excel sheet and start.” – Dr. Hans Vettiger, Senior Lecturer at Swiss Universities

3. Be Our Guest: Perfecting the Art of Customer Service

Author: Walt Disney Company, Theodore Kinni, Michael D. Eisner

Goodreads Rating: 3.95 (2,693 ratings)

Published: 2001

Learn more about ‘ Be Our Guest: Perfecting the Art of Customer Service. ‘

The Disney Institute specializes in helping professionals see new possibilities through concepts not found in the typical workplace. This bestseller reveals the behind-the-scenes strategies, principles, and processes of the Disney approach to exceptional customer service, which emphasizes the best ways to provide quality service to one’s customers.

Exceeding expectations is the cornerstone of the Disney approach to customer service. “Be Our Guest” shares best practices that have helped make Disney the brand they are today. This book is great for any hotel looking to improve their guest experience and deliver consistent, quality service.

“This book is an essential read for anyone interested in getting to grips with how Disney consistently delivers top-quality service. The methods are easily transferrable to any organization – you don’t have to be running a theme park to get something out of this. Probably the most useful business book I have ever read.” – Amazon Reviews

4. Without Reservations: How a Family Root Beer Stand Grew into a Global Hotel Company

Author: J.W “Bill” Marriot Jr.

Goodreads Rating: 3.83 (227 ratings)

Published: 2012

Learn more about ‘ Without Reservations: How a Family Root Beer Stand Grew into a Global Hotel Company .’

In “Without Reservations,” global business leader and hotel industry icon J.W. “Bill” Marriott, Jr., shares both the story of and the recipe for the success of Marriott International, one of the world’s leading hotel companies. The company began with one family-run root beer stand and grew over eight decades, through his leadership, into a global corporation that is widely respected for the way it does business.

Bill Marriot deep dives into the successes and failures that he’s faced while leading one of the world’s leading hotels. He emphasizes the importance of culture within your business and provides readers with tips on decision-making and how to deal with difficult situations.

“Bill Marriott is one of the best entrepreneurial minds in the business. He knows what it takes to build brands, relationships, and a winning corporate culture. ‘Without Reservations’ is a compelling story of how best-in-class service, integrity, loyalty, and leadership turned a small, family business into one of the world’s most respected companies.” – Ken Chenault, CEO, and Chairman at American Express

5. The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company 

Author: Joseph A. Michelli

Goodreads Rating: 3.93 (768 ratings)

Published: 2008

Learn more about ‘ The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company. ‘

When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company’s extraordinary success are revealed.

Why should I read it? 

Get a behind-the-scenes tour of one of the most infamous hotel brands in the world. This book explores all levels of leadership within the company and looks at what principles have helped them deliver such a unique customer experience. It’s perfect for hoteliers looking for practical advice and processes to implement into their own properties.

“The Ritz Carlton is the best hotel chain in the world because of the unique experience it offers. This book shows you how to install the same customer-focused attitude toward service that makes a world leader.” – Brian Tracy, author of The Way to Wealth

6. The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets

Author: Micah Solomon

Goodreads Rating: 4.23 (134 ratings)

Published: 2016

Learn more about ‘ The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets .’

Success in today’s rapidly changing hospitality industry depends on understanding the desires of guests of all ages, from seniors and boomers to the newly dominant millennial generation of travelers. This book delivers insights into these groups and how to run a successful business.

With a great balance of practical concepts and examples, “The Heart of Hospitality” is an important read for any property owner or restaurateur looking to develop a unique and memorable service experience that their guests will never forget. This book includes first-hand stories and wisdom from top industry professionals, including Isadore Sharp, Four Seasons Chairman, Danny Meyer, Union Square Hospitality Group CEO, and more.

“Micah Solomon is one of today’s preeminent thought leaders on where hospitality, customer service, and customers themselves are heading. In ‘The Heart of Hospitality,’ Micah has put together the only book of its kind: a spectacularly useful, intelligent, and wry look at what determines success in the hospitality industry, packed throughout with his own insights and the insights of an extraordinary roster of great leaders and practitioners from our industry today.” – Herve Humler, President and COO, The Ritz-Carlton Hotel Company

7. The Cornell School of Hotel Administration on Hospitality: Cutting Edge Thinking and Practice

Author: Jack B. Corgel, Michael C. Sturman

Goodreads Rating: 4.33 (33 ratings)

Published: 2011

Learn more about ‘ The Cornell School of Hotel Administration on Hospitality: Cutting Edge Thinking and Practice .’

This cutting-edge and comprehensive book, with contributions from the star faculty of Cornell University’s School of Hotel Administration, offers the latest thinking on the best practices and strategies for hospitality management.

This book is an important read for any professionals looking to enter into or expand their reach within the hospitality industry. It includes information on how to maximize profits from contracts and agreements, predict customer choices, and motivate staff to provide exceptional service.

“The Cornell School of Hotel Administration on Hospitality is the most comprehensive work to date on how to compete in the hospitality industry and beyond.” – Michael D. Johnson, Dean at Cornell School of Hotell Administration

8. Check-In Check-Out: Managing Hotel Operations

Author: Gary K. Vallen, Jerome J. Vallen

Goodreads Rating: 4.39 (23 ratings)

Learn more about ‘Check-In Check-Out: Managing Hotel Operations .’

This book provides coverage of the hotel’s front office and all of the supporting positions that make it work. Organized to reflect how a guest moves through the hotel, this book provides a broad view of lodging management and covers topics such as corporate housing and destination elevators.

An extremely helpful guide for both new and old hoteliers, this book helps provide a detailed look into the guest experience flow and important details to be aware of within your own property. It has been recently updated to include topics such as cancellation policies for major OTAs , leading-edge technology , global distribution, and more.

“I rotated through several departments in a 5-star Asian hotel, working for housekeeping, banquets, reservations, front desk, bell desk, and marketing. This book is especially valuable for those who work the front desk. This department is covered thoroughly and after reading the book you will have a good understanding of how things really work and why.” – Goodreads Reviews

9. 100 Tips for Hoteliers: What Every Successful Hotel Professional Needs to Know and Do

Author: Peter Venison

Goodreads Rating: 3.75 (103 ratings)

Learn more about ‘ 100 Tips for Hoteliers: What Every Successful Hotel Professional Needs to Know and Do .’

“100 Tips for Hoteliers” guides you from the inception of a hotel to its opening and operation, offering practical tips for each stage of the journey.

A great book for practicing hotel owners and managers to understand responsibilities that may be overlooked or undervalued at their properties. It provides real-world advice to help improve your operations and is a great read for smaller independent properties.

“This is an amazing book containing invaluable operating advice from each stage of property development or acquisition through opening day and beyond.” – Amazon Reviews

10. Overbooked: The Exploding Business of Travel and Tourism

Author: Elizabeth Becker

Goodreads Rating: 3.80 (752 ratings)

Published: 2013

Learn more about ‘ Overbooked: The Exploding Business of Travel and Tourism .’

The largest global business in the world today is tourism. Employing one out of twelve people and producing $6.5 trillion of the world’s economy, it is the main source of income for many countries. Elizabeth Becker describes the dimensions of this industry and its effect on the world economy, the environment, and our culture.

This book shines a light on the tourism industry that we don’t often see and it’s an important read for anyone who travels or who works in hospitality. It highlights the successes and failures of modern-day tourism and how travel impacts our world.

“The definitive account of the rise of the modern tourism industry, from its beginnings as a small, fanciful pastime among elites, to its explosive growth after World War II, to its present as an economic engine valued at $7 trillion.” – Bloomberg BusinessWeek

11. 7 EASY Ways to Show Your Employees YOU Care! 

Author: Jokima Hiller

Goodreads Rating: 4.44 (9 ratings)

Published: 2015

Learn more about ‘ 7 EASY Ways to Show Your Employees YOU Care !’

What’s it about? 

Employees are very important to the success of any business, however, feeling unappreciated is the number one reason why employees leave their jobs. Caring for someone is an action, and as a manager, you must put in the effort to connect with your team to exhibit your thoughtfulness, concern, and compassion.

With the hospitality industry struggling to fill roles, it’s important for hotel owners and managers to understand the best ways to attract and retain employees. This book provides readers with practical and inexpensive ways to increase work satisfaction and productivity.

“What is most special about this booklet is that the topic of caring for people transcends cultural, racial, language, and other barriers to relationships. The outcome is that people’s performance will be enhanced and reinforce that they belong to something larger than themselves.” – John Szczepanski, Senior Director of Association Relations and Risk Management at White Lodging Services

12. 12 Golden Keys to Hospitality Excellence

Author: F.H. Benzakour

Goodreads Rating: 4.33 (15 ratings)

Learn more about ‘ 12 Golden Keys to Hospitality Excellence .’

In the “12 Golden Keys to Hospitality Excellence,” author F. H. Benzakour, Cornell graduate and Professor of Contemporary Club Management at Fairleigh Dickinson University, shares his insights and expertise on superior management.

Designed for hotel managers, this book provides a strategic 12-step approach to creating and running a successful business. It looks at how to create demand, where you should invest your time, and the importance of a business strategy.

Reviews are in: “A thoughtful compilation of core concepts every hospitality leader should know and be reminded of regularly. Packed with tools of the trade and storytelling, bring it all together in an impactful read from one of the most decorated hospitality operators in the industry.” – Ryan Doerr, President at Strategic Club Solutions and The Spire Group

13. The Ideal Team Player: How to Recognize and Cultivate the Three Essential Virtues

Author: Patrick Lencioni

Goodreads Rating: 4.09 (9,096 ratings)

Learn more about ‘ The Ideal Team Player: How to Recognize and Cultivate the Three Essential Virtues. ‘

In “The Ideal Team Player,” Lencioni tells the story of Jeff Shanley, a leader desperate to save his uncle’s company by restoring its cultural commitment to teamwork. Jeff must crack the code on the virtues that real team players possess, and then build a culture of hiring and development around those virtues.

Hiring the right people committed to delivering exceptional guest experiences is critical to the success of any hotel. This book provides management teams with easy-to-use tools for identifying, hiring, and developing ideal team players.

“In his signature storytelling style, Lencioni brings to life the three foundational virtues of a real team player. Let everyone in your organization read this book and watch your results soar.” – Verne Harnish, founder of Entrepreneurs’ Organization (EO); author, Scaling Up (Rockefeller Habits 2.0)

14. What Got You Here Won’t Get You There: How Successful People Become Even More Successful

Author: Marshall Goldsmith

Goodreads Rating: 3.95 (26,273 ratings)

Learn more about ‘ What Got Your Here Won’t Get You There: How Successful People Become Even More Successful .’

The corporate world is filled with executives who have worked hard for years to reach the upper levels of management. They’re intelligent, skilled, and even charismatic, but only a handful of them will ever reach the pinnacle – and as executive coach Marshall Goldsmith shows in this book, subtle nuances make all the difference.

Considered one of the world’s most respected executive coaches, Goldsmith provides invaluable advice in this book on how to overcome habits that may be holding you back from success. A helpful read for anyone looking to improve their communication skills with employees and guests at work.

“Marshall’s proven improvement process ROCKS!” – Alan Mulally, CEO, Ford Motor Company

15. A Wealth of Insight: The World’s Best Luxury Hoteliers on Leadership, Management, and the Future of 5-Star Hospitality

Author: Rahim B. Kanani

Goodreads Rating: 4.31 (13 ratings)

Published: 2017

Learn more about ‘ A Wealth of Insight: The World’s Best Luxury Hoteliers on Leadership, Management, and the Future of 5-Star Hospitality .’

A “Wealth of Insight” profiles more than thirty-five of the world’s best luxury hoteliers on exactly what it takes to lead and manage some of the most legendary hotels and resorts.

Considered essential reading for current and future hotel managers, this book provides real-world case studies on recruiting, culture, technology, marketing, branding, and more to provide a comprehensive view of how to run an effective hospitality organization.

“A Wealth of Insights is a study in hard-earned leadership lessons from luxury hoteliers around the world. Mr. Kanani’s interviews take us behind the scenes of a complex industry – revealing the needs, behaviors, and demands of both guests and colleagues.” – Philip M. Barnes, Regional Vice President and Managing Director at the Savoy Hotel, London

16. Setting the Table: The Transforming Power of Hospitality in Business

Author: Danny Meyer

Goodreads Rating: 4.03 (5,920 ratings)

Published: 2006

Learn more about ‘ Setting the Table: The Transforming Power of Hospitality in Business. ‘

In this landmark book, Danny shares the lessons he learned while developing the dynamic philosophy he calls Enlightened Hospitality. The tenets of that philosophy, which emphasize strong in-house relationships as well as customer satisfaction, are applicable to anyone who works in any business.

While this book is geared toward restaurant management, it provides invaluable advice for all hospitality professionals on how to create meaningful connections with both customers and employees.

“A landmark, bestselling business book and a fascinating behind-the-scenes history of the creation of Danny’s most famous eating establishments, ‘Setting the Table’ is a treasure trove of valuable, innovative insights applicable to any business or organization.” – Time Magazine

These hotel management books are a great resource for general managers and owners to discover new ways of thinking to apply to their own properties. Constantly seeking out advice and knowledge from other leaders will not only help improve your business but will make you a better leader. Don’t hesitate to utilize outside resources such as the books in this list, technology partners, or other property owners to find inspiration on ways to continually improve your property.

About Lana Cook

Lana Cook is a Content Writer at Cloudbeds where she is able to combine her love of writing and passion for travel. She has spent the last few years writing about all things technology and the ways in which it can be used to help businesses thrive. When she’s not busy writing, you can find her checking out the latest movie or searching for a new TV show to binge.

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Trending now view all, the 25 best books about hotels and the hospitality industry.

In this article, I’ll give you my top 5 favorite books about hotels – and then 20 more books that will help you succeed as a hospitality professional. I’ve read more than 200 books about hotels and hospitality as I’ve worked with tens of thousands of hotels around the world and wanted to share the best.

First, I’ll give you the entire list – and then if you scroll down I’ll share what I liked about each one and why you may enjoy it as well.

Top 5 hotel books

The best books about hotels give you the history and inspiration for what exceptional hospitality can look like. Here are my top 5:

Grand Hotel by Bruce Grenville and Jennifer Volland

It helps to know the history of hotels to create what the future can look like, and I appreciated learning details of the stories of how the hospitality industry has evolved over time. 

This is an exceptionally well-researched and curated guide to hotels, their history, and what they can offer. I scanned this book very quickly at first to understand the contents, and then again very slowly to savor it. It’s become my favorite hotel book. 

How the publisher describes this book : From the hotel’s origin in humble inns dotted along ancient trade routes, to today’s worldwide Hilton and Hyatt networks, the concept of the hotel has come a very long way indeed. We now talk about boutique hotels and resort hotels, places that connote a relatively new lifestyle of perpetual leisure and transience, and as the role of the hotel has expanded, so too have architects and interior designers risen to the challenge, producing ever more spectacular structures. Today, the largest hotel in the world–the First World Hotel in Malaysia–boasts 6,118 rooms, and the tallest hotel–the Ritz-Carlton Hong Kong–sits at the top of the 1,600-foot-high International Commerce Center. Grand Hotel is the most ambitious book on the subject yet published. Its scope is global and trans-historical: a tiny sampling of hotels featured includes the Dolder Grand Hotel and Curhaus in Zurich; SLS Bazaar in Beverly Hills; the Ace Hotel in New York; Fontainebleau Hotel in Miami Beach; and the Lloyd Hotel and Cultural Embassy in Amsterdam. With 350 color illustrations, it includes extended blog entries, newly commissioned essays, and interviews, plus reprints and excerpts from classic texts on the topic.

A few quotes that stood out to me from reading this : 

• The hotel is a universal and identifiable symbol, and yet the diversity and individuality of its form and purpose are extraordinary. It is a space that uniquely combines the private and public realms and it is intimately connected to a rich history of social and cultural change.
• From utilitarian inns that punctuated ancient trade routes to the worldwide networks of Hilton and Hyatt, the hotel’s transition from being a marginal building type to being a cultural phenomenon within the global economy.
• The hotel may be imagined as a living system. It comprises a complex network of rooms each designed for a specific function that are discrete yet interconnected.

What other readers have said about this book :

• Fascinating…. stunning imagery of international hotel architecture and design, as well as artists’ interpretations of the hotel experience. (Marsha Lederman The Globe and Mail)
• “‘Hotel’ can mean many things, each of them with aspects of art, architecture, living space, and interaction. This is a collection of diverse short works.” – Robert on Amazon.com
• “Grand Hotel, Redesigning Modern Life captures the essence of our attraction to hotels, our desire to live through the contradictions of consumer capitalism. The essays and pictures in the collection reflect back to us not only our desire to indulge in a luxurious escape but also to be managed within certain boundaries of class and racial identity. Anyone interested in travel and design will love this book, but the cultural studies fan has to read it!” – Michele on Amazon.com

The Monocle Guide to Hotels

Split into three sections – favorite hotels, articles from industry practitioners, and profiles of hoteliers – this book takes the editorial viewpoint and creative style I appreciate so much from Monocle. I love how they feature stories from not only CEOs (Sonia Cheng at Rosewood) but lift operators (Ociric Beato at The Carlyle) and swim instructors (Pierre Gruneberg at Grand-Hotel du Cap-Ferrat).

How the publisher describes this book : This is a handbook for anyone from holidaymakers to hoteliers. We jump up and down on a few choice beds, check out the start-ups breaking new ground, and talk to the CEOs of the best and biggest groups. Don’t expect stuffy five-star finery – our selection errs on the side of the honest, charming, quirky, and independent. Through interviews, in-depth reports, essays, insight, and opinion, we explore the state of the hospitality industry and make a case for why hotels are resolutely here to stay.

• “Sleek platforms and apps promise hospitality, humanity, and convenience but often miss the smile on arrival, a humming bar, and the help with bags that can gladden the weariest of travelers.”
• “Great hotels are a puzzle, partly because what makes them great is hard to fathom but also because the big picture is made up of hundreds of small but essential pieces.”
• “There’s more to hotels than a bed for the night. The best ones embellish the cities in which they reside and bear witness to life, love, and even war.”
• “I will have this book for the rest of my life. It lit a fire within and I found inspiration on every single page.” – Kait on Amazon.com
• “This book is wonderful! You can spend hours browsing it. It also includes valuable tips on what it takes to open your own hotel.” – Chloe on Amazon.com

The New Gold Standard  by Joseph Michelli

Not every hotel is trying to be like a Ritz Carlton, but every hotelier will agree the company has set standards in hospitality that everyone can learn from. This book is an eye-opening look into the history and current operating practices that ensure the company delivers the incredible service it does.

How the publisher describes this book : When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company’s extraordinary success are revealed. The New Gold Standard  takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company’s executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization. He emerged with the key principles leaders at any company can use to provide a customer experience unlike any other.

• “The New Gold Standard is primarily intended to help managers, owners, and leaders understand the driving principles, processes, and practices that have generated unusual staff loyalty, world-class customer engagement, and significant brand equity for Ritz-Carlton. However, it also provides perspective on those same principles from the viewpoint of frontline workers (both customer-facing and non–customer facing), customers, and other stakeholders. Whether you wish to attract, hire, and retain the “right” employees, are interested in producing transformational customer experiences, or are looking for ways to maintain the relevance of your product and service offerings, The New Gold Standard shares the wisdom of Ritz-Carlton leadership. Ritz-Carlton leaders are responsible for stewarding an icon in the luxury market, through a constant quest for excellence, to continue its success in a changing global economy and with changing customer needs.”
• As you study a legendary company such as Ritz-Carlton, it becomes clear that being an industry leader and a standard-bearer for customer service did not happen by default or come without risk. In fact, the early founders of the company established a lasting legacy by developing a distinct set of guiding concepts, which they called “Gold Standards.” These standards continue to serve as the basis for the ongoing and international success of Ritz-Carlton.
• At first glance, The Motto of the Ritz-Carlton, “Ladies and Gentlemen serving Ladies and Gentlemen” may appear overly staid and outdated, lacking refinements to make it relevant to a modern workforce. Yet packed into its formal language is a clear understanding of the relationship between, and implicit respect for, both the employee and guest.
• By not confusing title with importance, leadership at Ritz-Carlton understands that creating an environment of respect universally results in a respectful service culture and being viewed as an international employer of choice.
• “If you really want to understand what it takes to deliver consistently superior customer service The New Gold Standard is superb. Great ideas and tools, motivating stories and rigorous research.” – John on Amazon.com
• “If you are a Hotel owner, you will get some excellent ideas from this, and if you are someone in the service industry you’ll be able to understand how customer service can be taken a notch above.” – Amazon.com customer
• “As someone in the hospitality business, I am always trying to find a way to improve service and to understand the service industry better. This book offers some brilliant insight and offers a stellar example of how to create a culture in my business of excellent service while keeping everyone happy. It is a shining example of how to instill pride into team members and how to set the bar for amazing customer satisfaction. I definitely learned much from this book!” – Amazon.com customer

Heart of Hospitality by Micah Solomon

Micah Solomon expertly weaves together insights from interviews with operations leaders across our industry.

How the publisher describes this book : Success in today’s rapidly changing hospitality industry depends on understanding the desires of guests of all ages, from seniors and boomers to the newly dominant millennial generation of travelers. Help has arrived with a compulsively-readable new standard,  The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets  by Micah Solomon, with a foreword by The Ritz-Carlton Hotel Company’s president and COO Herve Humler. This up-to-the-minute resource delivers the closely guarded customer experience secrets and on-trend customer service insights of today’s top hoteliers, restaurateurs, and masters of hospitality management.

• Before opening a single Apple Store to the public, [Steve Jobs] made his rounds among the employees at Apple headquarters in Cupertino, asking a single question, over and over: “What’s the best experience you’ve ever had as a customer?” Nearly every answer he got back was that the best customer experiences in the world were taking place at Ritz-Carlton hotels, Four Seasons resorts, and other exemplars of the hospitality industry. These responses convinced Jobs to insist that those involved in the creation of the Apple Stores study, benchmark, and emulate the hospitality industry.
• Customers are always giving you cues that are specific to that customer, and you have to be paying attention, every single time. Customers want you to be a “participant observer,” someone who will share the experience with them. They want someone else to know the significance of the experience. They’re often looking for someone with whom they can faithfully share information, and if they ever sense that you’re uninterested or too busy, they won’t.
• Energizing and empowering employees to engage in purpose-driven, cross-functional behavior is an incredibly important part of great hospitality. If you focus your employees only on their directly assigned functions—cleaning a particular room, for example—you’re not only doing a disservice to your guests, but you’re wasting your employees’ human potential.
• “Micah Solomon is one of today’s preeminent thought leaders on where hospitality, customer service, and customers themselves are heading. In  The Heart of Hospitality , Micah has put together the only book of its kind: a spectacularly useful, intelligent, and wry look at what determines success in the hospitality industry, packed throughout with his own insights and the insights of an extraordinary roster of great leaders and practitioners from our industry today.” – Herve Humler, President and COO, The Ritz-Carlton Hotel Company
• “It’s ironic, but many people and organizations in our industry fail because they lack knowledge and insight for how to provide true hospitality, how to truly care for the guest. That’s why  The Heart of Hospitality  is so important. It steps in to fill this gap. And it fills it with knowledge from the very best.” – Bill Quiseng, Hospitality-industry GM (Radisson, Renaissance, Autograph Collection)
• “Sooner or later, we’re all in the hospitality business. I bet you’ll find that Chapter 8 alone is worth the cost of the book.” – Seth Godin, Author, What To Do When It’s Your Turn

Magazine B : Ace Hotel

Not technically a book, but Magazine B creates beautifully curated long-form magazines that look like a book. Suyong Joh and his team do a phenomenal job of telling the stories of the world’s best brands and reading this issue transported me back to the early days of Ace Hotel and the energy that has inspired so many other hotels and hoteliers since then.

A few quotes that stood out to me from reading this: 

• Most hotels with exceptionally strong identities seem focused on being small-scale and high fashion. But Ace Hotel did not follow the commercial standard for luxury. Tell him to create a comfortable relaxing space for people sensitive to culture and trends.
• Behind the brand’s unique individuality lies considerable business acumen. It’s built on diversity and depth through collaborations with other like-minded brands – a move that conveys something more than a shared vision among a small group of people.
• Brand collaborations enable Ace to constantly reinforce the brand sensibilities in the minds of consumers while avoiding repetition.

Those are my top five books about hotels and hotel life, but I have more suggestions for you…

Books that will make you a more effective hospitality professional

If you’re looking for books that will help you succeed working in or around hotels today, here are my recommendations:

Excellence Wins by Horst Schulze

Ritz Carlton has become synonymous with excellence in service, and regardless of what type of hospitality you want to provide, you’ll be able to learn a thing or two from this book. Thanks to Adele Gutman for recommending this one to me!

How the publisher describes this book : Horst Schulze knows what it takes to win. In Excellence Wins, the cofounder and former president of the Ritz-Carlton Hotel Company lays out a blueprint for becoming the very best in a world of compromise. In his characteristic no-nonsense approach, Schulze shares the visionary and disruptive principles that have led to immense global success over the course of his still-prolific fifty-year career in the hospitality industry.

• “What the customer wants seems like common knowledge. It’s easy to come up with a quick answer. But that answer barely scratches the surface of what the public is actually looking for. If you don’t dig deeper, you will miss important signals.”
• “You must be careful to watch for trends over a period of time rather than simply reacting to individual gripes (again, a “survey of one”).”
• “Real knowledge of the customer is absolutely essential. Without it, you cannot serve your market in a way that is superior to the competition.”
• “Customer service starts the instant you make contact with an individual.”
• “After analyzing hundreds of thousands of comment cards over the years (with the help of the esteemed J.D. Power research firm), I learned that if a customer’s first four contacts with our hotel go well (for example, the phone reservation clerk, the doorman, the bellman, and the front desk), there will be virtually no complaints thereafter. But if something goes amiss in the beginning, the complaints will sprout quickly: “The check-in was too slow.” “The room wasn’t clean enough.” “The food was too cold.” And on and on it goes. Some of these complaints may not even be true. But the mood was set at the start.”
• “The author achieved something rare – a business book that was all substance – written as if you were having coffee with a special mentor. Every page is marked up!” – Michael on Amazon.com
• “The author developed a great definition of hospitality as a young man: ladies and gentlemen serving ladies and gentlemen. While the terminology may evolve over time, the core idea is very sound. All of his subsequent customer service policies are based on that core idea, which is one big reason he’s been so successful in his career as a hotelier. His belief in empowering employees to improve their standard of service is similarly rock solid, and it shows.” – Susan on Amazon.com

Future Hospitality by Jeremy Wells

Jeremy has worked alongside some of the best hospitality brands in the world and shares his learnings for providing exceptional hospitality in this must-read book.

How the publisher describes this book : In its purest sense, true hospitality is a mindset, not an industry. The purpose of this book is to help you understand the significance of making people feel good, and how the principles of strategic brand development can dramatically influence how you go about doing it.

• Meeting expectations is important, but just meeting expectations isn’t enough to get a customer for life. Aiming for met expectations isn’t a recipe for a loyal customer advocate who will share your brand with every family, friend, and stranger they meet. Average, and even above average, food and service aren’t enough anymore.
• To create a great guest experience – one that’s worth remembering – it requires a connection to the heart. This is because humans are emotional beings, whether we like to admit it or not. When we experience joy, peace, warmth, and love we feel seen and heard. When we are seen and heard, it feels good. When we feel good, we remember that.
• Hospitality has survived through world wars, devastating famines, cultural awakenings, great depressions, and government collapses. Yet, despite all of that, hospitality is alive and well. How can that be? I think it’s because we are hard-wired to desire healthy human connection – hospitality.

Be Our Guest by Theodore Kinni

Few know how to transform reality better than Disney, and this book goes behind the scenes to show how they do it.

How the publisher describes this book : Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Be Our Guest specializes in helping professionals see new possibilities through concepts not found in the typical workplace, revealing even more of the business behind the magic of quality service.

• “Walt’s fundamentals for success still ring true. You build the best product you can. You give people effective training to support the delivery of exceptional service. You learn from your experiences. And you celebrate success. You never stop growing. You never stop believing.“
• “Our guests want to be amazed, delighted, and entertained,” says Bob Iger. “They are looking for the kind of magic that will transport them from their everyday lives into worlds that can only be created by Disney.”
• Often, employees are on the front lines, face-to-face with customers. And even when they are not in direct contact with customers, they are controlling the operation of the processes by which service is delivered. For example, the Disney theme parks have been measuring the impact of cast on the guest experience for more than fifty years. What is one of the most-often stated reasons why guests return for another visit? The cast.
• “Throughout this book, the author speaks about the art of Disney and how they (as a whole) deliver excellent customer service, how they succeed in making such a huge profit, and how they have become one of the most well-known businesses in the world. The whole book focuses on customer-centricity and how Disney uses “magic” to keep their customers happy and how that keeps them coming back or returning to Disney and what they offer.” – Shelby on Amazon.com
• “I was curious about the Disney service culture and the business operations behind it, and I learned about this and more “behind the scenes” management.” – Klaus on Amazon.com
• “This is an excellent read about the methods of customer experience shared by the Disney Institute. Details, details, details!” – Christopher on Amazon.com

Setting the Table by Danny Meyer

Danny Meyer is a legend in the hospitality industry. Shoutout to Dylan Beaumont for telling me about this one!

How the publisher describes this book : Seventy-five percent of all new restaurant ventures fail, and of those that do stick around, only a few become icons. Danny Meyer started Union Square Cafe when he was 27, with a good idea and hopeful investors. He is now the co-owner of a restaurant empire. How did he do it? How did he beat the odds in one of the toughest trades around? In this landmark book, Danny shares the lessons he learned developing the dynamic philosophy he calls Enlightened Hospitality. The tenets of that philosophy, which emphasize strong in-house relationships as well as customer satisfaction, are applicable to anyone who works in any business. Whether you are a manager, an executive, or a waiter, Danny’s story and philosophy will help you become more effective and productive, while deepening your understanding and appreciation of a job well done.

• “Really well written and inspiring to anyone who loves hospitality.” – Charlie on Amazon.com
• “As a business leader you should study excellence in your industry and outside of your industry and there are numerous takeaways in Setting the Table that can be applied to any business.” – James on Amazon.com
• “I think people who work in the hospitality (particularly hotels) look at their jobs in one of two ways, most see their jobs as helping someone to have a good night’s sleep, in a clean and nice room. Some others see their job as making sure guests are relaxed, that guests enjoy their city, and that guests don’t have to worry about a THING. The latter are the 5%’ers Danny speaks about.” – Amazon.com customer

Hotel Pricing in a Social World by Kelly McGuire

Effective hotel professionals understand the importance of revenue management to fund the operation of the hotel and everything that makes great hotels so delightful. In this book, McGuire provides an overview of smart revenue strategy in today’s world.

How the publisher describes this book : T he evolution of the digital economy has enabled consumer behavior to become more quantifiable. As a result, the role of revenue managers has changed from a tactical orientation to a strategic approach involving pricing, total hotel revenue management, and a customer-centric methodology to developing demand. Hotel Pricing in a Social World demystifies the modern practice of revenue management to ensure revenue managers develop the knowledge and skills they need to meet today’s challenges and take advantage of profitable new opportunities.

• With the emergence of the digital economy, revenue management has begun to evolve from a tactical orientation to a more strategic role that encompasses marketing, sales, and channel strategy.
• Consumers today expect that the companies they do business with will treat them as individuals instead of a member of a large market segment. As distribution costs rise and alternatives flood the market, hotels must create an experience that differentiates the brand to stay competitive.
• I’m worried, however, because the hotel industry has traditionally been very slow to react to market opportunities and very conservative in their approach to analytics, technology, and organizational change. As an industry, we are still dominated to a certain extent by old-school operators who came up through operations and have a very traditional perspective on the business of hospitality. We will need to be willing to be nimble, take risks and rapidly evolve our thinking, as an industry, to be able to overcome the risk of commoditization and shrinking profits associated with the complex digital environment. Revenue management can lead the charge, but it will be a bit like turning the Titanic!
• First and foremost, we must be easy to do business with. In simple terms, we must offer the consumer a great purchasing experience regardless of the channel they choose.

What others have said about this book :

• “I was a colleague of Kelly at MGM Resorts and had the opportunity to see her great work in action. I highly recommend this book to Hospitality folks, particularly in IT and Finance, who need to understand and support revenue management but haven’t been formally trained. An important subject and a great book.” – John on Amazon.com
• “Great book, backed up with a lot of research. Knowledgeable author with experience in the field.” – Amazon.com

Magazine B: Airbnb

While the feelings of hotel executives towards Airbnb can be described as mixed at best, the impact the company has made on hospitality today is undeniable. This book outlines the vision the company’s founders had and provides lessons for hospitality providers of all types, including hotel owners and operators.

• Airbnb founders learned that users for more interested than just accommodations: they wanted to local experience .
• The definition of a good host depends on what the guest is looking for, and it is Airbnb’s job to make sure that guests find the right host that gives both parties a great experience .

Jobs To Be Done by Jim Kalbach

“Jobs To Be Done” is a framework many technology companies use for innovation, but this methodology is something I think many hospitality providers could learn from as well.

How the publisher describes this book : The Jobs To Be Done Playbook (JTBD) helps organizations turn market insight into action. This book shows you techniques to make offerings people want, as well as make people want your offering.

• At its core, the concept of JTBD is straightforward: focus on people’s objectives independent of the means used to accomplish them.
• Instead of focusing on your own solution, you must first understand what people want and why that’s important to them.
• “‘Jobs’ should be as timeless and unchanging as possible. Ask yourself, “How would people have gotten the job done 50 years ago?” Strive to frame jobs in a way that makes them stable, even as technology changes.”
• “This gave me insights to serve our customers better. While reading this book I tried to compare our actual approach to the Market with JTBD thinking and like magic, my brain started sparkle ideas on how we can adjust Marketing & Communications, Sales and Delivery around the Customer Job and help them progress and satisfy their needs.” – Cleber on Amazon.com
• “The book is well structured, reads well, and takes you on a step-by-step journey until you know exactly what you need to offer customers to help them get their ‘jobs’ done.” – JH on Amazon.com

When by Daniel Pink

Timing is everything, and this book will show you not only how to perform your best, but improve life for those around you – whether that is your teams or your guests.

How the publisher describes this book : Everyone knows that timing is everything. But we don’t know much about timing itself. Our lives are a never-ending stream of “when” decisions: when to start a business, schedule a class, get serious about a person. Yet we make those decisions based on intuition and guesswork. Timing, it’s often assumed, is an art. In When, Pink distills cutting-edge research and data on timing and synthesizes them into a fascinating, readable narrative packed with irresistible stories and practical takeaways that give readers compelling insights into how we can live richer, more engaged lives.

• Positive affect—language revealing that tweeters felt active, engaged, and hopeful—generally rose in the morning, plummeted in the afternoon, and climbed back up again in the early evening.
• First, our cognitive abilities do not remain static over the course of a day. During the sixteen or so hours we’re awake, they change—often in a regular, foreseeable manner. We are smarter, faster, dimmer, slower, more creative, and less creative in some parts of the day than others.
• “innovation and creativity are greatest when we are not at our best, at least with respect to our circadian rhythms.”
• You have even modest control over your schedule, try to nudge your most important work, which usually requires vigilance and clear thinking, into the peak and push your second-most important work, or tasks that benefit from disinhibition, into the rebound period. Whatever you do, do not let mundane tasks creep into your peak period.
• “If you want a quick introduction to the research around timing and our biological clocks, buy and read this book.” – Wally on Amazon.com
• “The writing is crisp and clear and the author has a good sense of humor. It should take no more than a few hours and there are plenty of study guides and worksheets to help you translate the research into actual behavior.” – Garry on Amazon.com

Purple Cow by Seth Godin

I’ve probably learned more about marketing from Seth Godin than anyone, and the premise of this book is that great marketing starts with focusing on building remarkable products and experiences that are worth talking about. 

How the publisher describes this book : In Purple Cow, first published in 2003 and revised and expanded in 2009, Godin launched a movement to make truly remarkable products that are worth marketing in the first place. Through stories about companies like Starbucks, JetBlue, Krispy Kreme, and Apple, coupled with his signature provocative style, he inspires readers to rethink what their marketing is really saying about their product. In a world that grows noisier by the day, Godin’s challenge has never been more relevant to writers, marketers, advertisers, entrepreneurs, makers, product managers, and anyone else who has something to share with the world.

• “Something remarkable is worth talking about. Worth noticing. Exceptional. New. Interesting. It’s a Purple Cow. Boring stuff is invisible. It’s a brown cow.”
• “Remarkable marketing is the art of building things worth noticing right into your product or service. Not slapping on marketing as a last-minute add-on, but understanding that if your offering itself isn’t remarkable, it’s invisible.”
• His advice is still as relevant as dozens of years ago, a marketer must read.” – Magnus on Amazon.com
• “First published in 2003, and again in 2005, and again in 2019, The Purple Cow resonates with aspiring and seasoned marketers alike for its timeless message; BE REMARKABLE.” – Corrynn on Amazon.com

The Ultimate Question by Fred Reichheld

Guest satisfaction drives everything else in hospitality, and while there are many ways to measure it, the Net Promoter Score is the simplest and probably the most powerful metric. 

How the publisher describes this book : In this landmark book, business loyalty guru Fred Reichheld reveals the question most critical to your company’s future: “Would you recommend us to a friend?” By asking customers this question, you identify detractors, who sully your firm’s reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth. You also generate a vital metric: your Net Promoter Score. In this book, the authors explain how practitioners have built Net Promoter into a full-fledged management system that drives extraordinary financial and competitive results

• While bad profits don’t show up on the books, they are easy to recognize. They are profits earned at the expense of customer relationships.
• Good profits are earned with customers’ enthusiastic cooperation. A company earns good profits when it so delights its customers that they willingly come back for more and not only that, they tell their friends and colleagues to do business with the company. Satisfied customers become, in effect, part of the company’s marketing department, not only increasing their own purchases but also providing enthusiastic referrals. They become promoters.
• What is the question that can tell good profits from bad? Simplicity itself: How likely is it that you would recommend this company to a friend or colleague? The metric that it produces is the Net Promoter Score.
• Net Promoter Score (NPS) is based on the fundamental perspective that every company’s customers can be divided into three categories. Promoters, as we have seen, are loyal enthusiasts who keep buying from a company and urge their friends to do the same. Passives are satisfied but unenthusiastic customers who can be easily wooed by the competition. And detractors are unhappy customers trapped in a bad relationship. Customers can be categorized according to their answers to the question. Those who answer nine or ten on a zero-to-ten scale, for instance, are promoters, and so on down the line.
• NPS has to be viewed as an operating management tool, not as market research. Line management has to take ownership ship of the tool and must be held accountable for using it to improve performance.
• “This book gives a good background of the NPS score. It also helps to understand what’s behind the questions and why each matters. If you do NPS surveys, I highly recommend you read this book.” – Mark on Amazon.com
• “This book is an absolute winner. Loads of amazing examples, description of NPS in practice and adequate explanation of concepts makes it a perfect reading. Moreover, it makes you think about other things you can do around NPS. The book talks about all things that can be impacted by NPS and things that can impact NPS. Makes your mind move.” – Viral on Amzon.com

Who – The A Method for Hiring by Geoff Smart and Randy Street

Hotels are just a shell of what they could be without great people providing hospitality. This book shows how to hire the best.

How the publisher describes this book : In this instant New York Times Bestseller, Geoff Smart and Randy Street provide a simple, practical, and effective solution to what The Economist calls “the single biggest problem in business today”: unsuccessful hiring. The average hiring mistake costs a company $1.5 million or more a year and countless wasted hours. This statistic becomes even more startling when you consider that the typical hiring success rate of managers is only 50 percent. The silver lining is that “who” problems are easily preventable. Based on more than 1,300 hours of interviews with more than 20 billionaires and 300 CEOs, Who presents Smart and Street’s A Method for Hiring. Refined through the largest research study of its kind ever undertaken, the A Method stresses fundamental elements that anyone can implement–and it has a 90 percent success rate. Whether you’re a member of a board of directors looking for a new CEO, the owner of a small business searching for the right people to make your company grow, or a parent in need of a new babysitter, it’s all about Who.

• The most important decisions that businesspeople make are not what decisions, but who decisions.
• The first failure point of hiring is not being crystal clear about what you really want the person you hire to accomplish.
• Success comes from having the right person in the right job at the right time with the right skill set for the business problem that exists.
• While typical job descriptions break down because they focus on activities, or a list of things a person will be doing (calling on customers, selling), scorecards succeed because they focus on outcomes, or what a person must get done (grow revenue from $25 million to $50 million by the end of year three).
• Successful executives don’t allow recruiting to become a one-time event or something they have to do only every now and then. They are always sourcing, always on the lookout for new talent, and always identifying the who before a new hire is really needed.
• “This is a step-by-step guide on how to source select hire and manage high-performance A-player teams. There wasn’t too much fluff. They broke down the concepts and then told a relevant story of its successful implementation. This book will change your business if you implement its teachings.” – Jimmy on Amazon.com
• “I have been applying the tools and strategies outlined in this book for more than a year. As a hiring manager, I have saved countless hours as I am no longer spending time with B and C level applicants that would never be successful with my company.” – Keith on Amazon.com
• “An easy read with a clear structure to follow in order to get better people on your team. Great reference to common errors to avoid as well!” – Kate on Amazon.com

Mindset by Carol Dweck

The best hospitality professionals I know have a constant growth mindset. This book explains the power of this way of thinking.

How the publisher describes this book : After decades of research, world-renowned Stanford University psychologist Carol S. Dweck, Ph.D., discovered a simple but groundbreaking idea: the power of mindset. In this brilliant book, she shows how success in school, work, sports, the arts, and almost every area of human endeavor can be dramatically influenced by how we think about our talents and abilities. People with a fixed mindset—those who believe that abilities are fixed—are less likely to flourish than those with a growth mindset—those who believe that abilities can be developed. Mindset reveals how great parents, teachers, managers, and athletes can put this idea to use to foster outstanding accomplishments.

• For twenty years, my research has shown that the view you adopt for yourself profoundly affects the way you lead your life.
• With practice, training, and above all, method, we manage to increase our attention, our memory, our judgment and literally to become more intelligent than we were before.
• The hand you’re dealt is just the starting point for development. This growth mindset is based on the belief that your basic qualities are things you can cultivate through your efforts. Although people may differ in every which way—in their initial talents and aptitudes, interests, or temperaments—everyone can change and grow through application and experience.
• “I don’t divide the world into the weak and the strong, or the successes and the failures.… I divide the world into the learners and nonlearners.”
• “This was a wonderfully thought-provoking, insightful book that really opened up for me the differences between a fixed and growth mindset.” – Tim on Amazon.com
• “Carol’s book is an excellent exploration of what it takes to become better, at anything. An inspirational philosophy that shifts away from ideas of “I’m great/terrible” and towards “I can improve no matter where I am.” – Alex on Amazon.com

High-Tech, High-Touch Customer Service by Micah Solomon

As the world becomes more and more digital and our expectations for service increase with time, the need for what Micah Solomon calls “high tech, high touch” service has never been higher.  

How the publisher describes this book : In an age of social media, smartphones, self-service, and six-second attention spans, High-Tech, High-Touch Customer Service throws your business a lifeline. Today’s customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment–lashing out at those that don’t.

• The timeline of customer expectations in general has sped up radically. In addition to mobile computing and improved connectivity, Amazon.com is one of the key factors in this—making the level of what’s in stock and available overnight absolutely unprecedented. Within minutes of placing your order, it’s likely being slapped with a shipping label at one of the Amazon-owned or UPS-Amazon-partnered warehouses in one of many strategically located places in the country.
• If things go wrong for a customer initially, do a grand job of getting to the other side of that challenge and you may create a positive memory that literally supplants the initial unpleasantness.
• The masterful company makes customers feel welcomed even before they physically or figuratively arrive, regardless of which channel of approach they use.
• Your customer service technology and your technology-driven service processes need to be designed and operated in a manner that doesn’t simply respond to your customers but actively protects them from mistakes on both your parts.
• There are an estimated five thousand customer/employee touch points every day in a business such as a moderate-sized hotel. There may be fewer touch points in your business, or, heaven help you, there may be more. Handling each of those touch points correctly requires an exceeding amount of psychological and intellectual flexibility, which will be hindered when employees know that management puts primary value on conformity.
• “Micah Solomon takes on one of the stickiest questions in business today–how to navigate the ever-changing landscape of technology without losing the soul of the cus­tomer experience–and explains it with great savvy. High-Tech, High-Touch Customer Service is a must-read.” – Jay Coldren, Vice President, Lifestyle Brands, Marriott
• “Micah Solomon conveys an up-to-the-minute and deeply practical take on customer service, business success, and the twin importance of people and technology.” -Steve Wozniak, Apple co-founder
• “This book was a combination learning experience/wake-up call for my businesses. I realized that it is impossible to survive if you sit idly by and don’t attend to the ever-changing customer landscape.” – Nathaniel on Amazon.com

Chief Customer Officer by Jeanne Bliss

Great companies are built on customer obsession, and Jeanne Bliss writes about how to operate that way practically.

How the publisher describes this book : Drawing on her first-hand experience at top companies as diverse as Lands’ End and Microsoft, Jeanne Bliss explains why even great corporations can drift to delivering mediocrity to customers, and she offers a proven solution to break the cycle. Different divisions and departments in corporations can fail to communicate and act as a team—they create silos instead of a superior customer experience. Jeanne Bliss shows in stark detail how profits suffer when businesses focus on their organizational charts and not their customer relationships.

• The corporation does not live in rapport with its customers because cause the customer doesn’t experience a company through its silos. The customer experiences a company horizontally, across the silos.
• Between 32 and 94 percent of all customers right now are thinking of walking away from the companies that currently serve them .
• Companies need to have an ongoing roadmap to define where they want to make progress in customer profitability, customer loyalty, and customer experience delivery.
• “Talking about customer service is one thing; having it in your DNA is another.  Chief Customer Office  provides refreshing and needed advice for organizations that say they’ve committed to customer loyalty but don’t seem to make any progress.”–Wim Elfrink, senior vice president, customer advocacy, Cisco Systems Inc.
• “I had been working for many years as a consultant and senior executive in the airline industry, always trying to make a point about integrating the customer’s point of view into all corporate decision processes, when I found this book – a jewel for anybody concerned with how “the customer thing ” is being dealt with in his or her company. In addition to providing tons of practical advice and really usable working materials, the book can also be used as an eye-opener at the board and c-level to make them aware of how a Chief Customer Officer is a key strategic function that cannot be delegated down to the customer service department.” – Amazon.com customer

All Business is Local by Katherine Jocz

“Local” may feel overused in some hotel contexts, but the reality is that providing experiences rooted in surroundings is compelling for many travelers. This book dives into how to take advantage of this.

How the publisher describes this book : Today’s business leaders are so obsessed with all things global and virtual that they risk neglecting the critical impact of physical place. It’s a paradox of the Internet age: now that it’s possible for businesses to be everywhere at once, they need to focus on what it means to be one specific place at a time. The best global brands, from IBM to McDonald’s, are by design also the leading local brands. For instance, your decision to patronize Starbucks will depend on whether it’s the best local coffee shop in your neighborhood, not on how many thousands of global locations it has.

• [Starbucks CEO] Schultz made the point that Starbucks doesn’t reach customers through five thousand stores, it reaches customers through one store five thousand times. The most successful global marketers will be, like Schultz, intelligently local. As corporations become more national, multinational, or global, they serve more customers in more locations. Not all these customers have the same needs, desires, or preferences, especially when coming from diverse cultural backgrounds. Local knowledge thus confers a significant advantage in satisfying consumers. Moreover, given a choice between two global brands that are comparable in price and quality, consumers are more likely to choose the company they perceive to be more socially responsible in the local community. By respecting local values and local tastes, by rooting themselves in the community, global brands broaden their appeal and build deeper trust with their consumers.
• Because attachment to place is so profound a part of human experience, consumers often form a strong, favorable emotional response to brands that incorporate place imagery in their names or advertising. Brands such as the Shangri-La hotel chain leverage the names of fictional, mythical places that powerfully evoke idealized qualities. Hermes nearly always mentions Paris. The Shanghai Tang fashion brand sells the most upscale Chinese apparel. Jack Daniel’s identifies itself as Tennessee whiskey.
• “The authors do a great job of making the case for localization and the importance of geography when it comes to branding, and general marketing. There are some interesting anecdotes (e.g., how Malaysia attracted investment from multinational corporations) that make for an entertaining read. Also peppered throughout are high-level frameworks that others have used to strike a balance around globalization and localization of various product attributes.” – Amazon.com customer
• “The book discusses the need to take into account how people think about places (such as the value of associating products with places that influence the perception of products, e.g., German car, etc), how people interact with the physical place, the role of virtual place (the Internet and how it can complement physical place), how geographic place should be approached, and about local and global markets (e.g., contextualization, etc).” – Amazon.com customer

The Power of Moments by Chip and Dan Heath 

Hospitality does come down to little moments throughout a guest’s stay, and this book shows how to make them better.

How the publisher describes this book : The  New York Times  bestselling authors of  Switch  and  Made to Stick  explore why certain brief experiences can jolt us and elevate us and change us—and how we can learn to  create  such extraordinary moments in our life and work.

• Defining moments shape our lives, but we don’t have to wait for them to happen. We can be the authors of them.
• Every great service company is a master of service recovery. Business leaders who can spot their customers’ moments of dissatisfaction and vulnerability and take decisive action to support those customers will have no problem differentiating themselves from their competitors.
• One simple diagnostic to gauge whether you’ve transformed the ordinary is if people feel the need to pull out their cameras. If they take pictures, it must be a special occasion.
• “The most interesting, immediately actionable book I’ve read in quite a while. I walked away with new ideas for motivating employees, delighting customers, engaging students, and even planning family vacations. If life is a series of moments, the Heath brothers have transformed how I plan to spend mine.” – Adam Grant,  New York Times  bestselling author
• ‘Chip and Dan are amazing and impactful storytellers. In The Power of Moments, they are able to use stories to display a powerful truth, that we can be more impactful as leaders and as people by recognizing and creating more “moments”.  At Virgin Atlantic, helping our people create [such] amazing moments for each other and for our customers is a nice new way of articulating an underlying goal of great leadership. This book truly frames that thinking in an easy-to-understand and engaging way. Perhaps even more importantly, I can see many similar opportunities in my life as a husband, father and member of a community.’—Craig Kreeger, CEO of Virgin Atlantic

Connect by David Bradford and Carole Robin 

Hospitality comes down to relationships, and few authors are better qualified to speak about this than David Bradford and Carole Robin.

How the publisher describes this book : David Bradford and Carole Robin taught interpersonal skills to MBA candidates for a combined seventy-five years in their legendary Stanford Graduate School of Business course Interpersonal Dynamics (affectionately known to generations of students as “Touchy-Feely”) and have coached and consulted hundreds of executives for decades. In  Connect , they show readers how to take their relationships from shallow to exceptional by cultivating authenticity, vulnerability, and honesty, while being willing to ask for and offer help, share a commitment to growth, and deal productively with conflict.

• “It’s never been clearer that meaningful relationships are critical to a fulfilling and healthy life.  Connect  shows us that by learning to connect with ourselves we can more easily build thriving relationships.”—Arianna Huffington, founder and CEO of Thrive Global
• “ Connect  offers a compelling and highly accessible road map for building relationships that lead to professional success and personal fulfillment. I highly recommend this book.”—Reid Hoffman, co-founder of LinkedIn and co-author of  Blitzscaling  and  The   Alliance
• “In  Connect,  my colleagues Carole Robin and David Bradford have written a practical and easy-to-read book. They have succeeded in bringing to life a legendary course at the Stanford Business School.”—Joel Peterson, former chairman of JetBlue Airways

The Lonely Century by Noreena Hertz

Hospitality is an antidote to loneliness, which plagues our culture today.

How the publisher describes this book : Loneliness has become the defining condition of the twenty-first century. It is damaging our health, our wealth, and our happiness and even threatening our democracy. Never has it been more pervasive or more widespread, but never has there been more that we can do about it. Offering bold solutions,  The Lonely Century  offers a hopeful and empowering vision for how to heal our fractured communities and restore connection in our lives.

• “A compelling vision for how we can bridge our many divides at this time of great change and disruption.”—Arianna Huffington, founder, and CEO of Thrive Global
• “While the subject matter for this book is certainly timely due to increased social isolation related to the pandemic, the author points out this has been a disturbing trend for quite some time. While she offers some fascinating examples of this trend and disturbing statistics associated with social isolation- her discussion on solutions is what I took away from this impressive assessment.” – Kirsten on Amazon.com

The Art of Gathering by Priya Parker

Great hotels are gathering places. Priya’s work has been so influential in my thinking on gathering people that it even guided the way I planned my wedding and guest list! 

How the publisher describes this book : In The Art of Gathering, Priya Parker argues that the gatherings in our lives are lackluster and unproductive–which they don’t have to be. We rely too much on routine and the conventions of gatherings when we should focus on distinctiveness and the people involved. At a time when coming together is more important than ever, Parker sets forth a human-centered approach to gathering that will help everyone create meaningful, memorable experiences, large and small, for work and for play.

• Gathering – the conscious bringing together people for a reason – shapes the way we think, feel, and make sense of the world.
• We spend much of our lives gathering, but much of that time is uninspiring, underwhelming moments that fail to change us in any way or connect us to each other.

What others have said about this book:

• “Hosts of all kinds: this is a must-read!” –Chris Anderson, owner and curator of TED
• “As social animals, humans gather, meet, and bond—seeking meaning, purpose, creative expression, and more. In almost all cases this is an unconscious process leading to subtle frustration and a lack of satisfaction. For the last few years I’ve avoided social gatherings because I find them meaningless and banal. I learned much from this book. Priya Parker has created both an art and a science to gathering in ways that can bring joy and fulfillment to any meeting.” —Deepak Chopra
• “A fabulous guide with practical help for making the most of our gatherings, whether formal or informal, business or social, family and friends, or work collectives. This is a book I will read and reread many times taking notes and seeking to put into practice all of the valuable insights shared by the author.” – Sue on Amazon.com

Shut up and Listen by Tilman Fertitta

Adele Gutman recommended this book to me and I appreciated Tilman’s no-nonsense approach to growing businesses through taking care of customers.

How the publisher describes this book : Tilman Fertitta, started his hospitality empire thirty years ago with just one restaurant. Over the years, he’s stayed true to the principles that helped him build the largest single-shareholder company in America, with over $4 billion in revenue, including hundreds of restaurants (Landry’s Seafood, Bubba Gump Shrimp Company, Morton’s Steakhouse, Mastro’s, Rainforest Café, and over forty more restaurant concepts) and five Golden Nugget Casinos. This book shares the key insights that made it all possible.

• Every successful business, in one way or another, is built around hospitality. The problem is, many businesses fail to see that. And if they do, they don’t pay nearly as much attention to it as they should. Hospitality can mean everything to the success or failure of your business. In this section, I’ll discuss what hospitality involves, why it means so much to your business, and how to overcome obstacles that can get in the way of providing hospitality—consistently and without exception.
• To me, the definition of hospitality is simple. It’s however you handle a customer. Nothing more, nothing less—how you treat him or her, how you respond to what he or she asks for, and your ability (and willingness) to stay flexible. The ultimate goal of interacting with a customer is to make him or her feel like the only customer you have in the entire world. Why? Because as I tell my own employees, there are no spare customers.
• The rule is simple: when talking to a customer, be sure to make the conversation all about them. Let them talk about their needs, what they hope to get out of buying your product or service. If they want to complain, listen. They want to be heard more than anything. Since you’re trying to make them feel like they’re the only customer you have, act like it. When dealing with that one customer, no one or nothing else matters at that moment.
• Being nice costs you nothing. But, by the same token, remember: it can cost you a hell of a lot to be rude.
• ‘You will want to reread and review Tilman’s timeless lessons for business owners over and over again.’ -Tom Brady, six-time Super Bowl Champion, four-time Super Bowl MVP, three-time NFL MVP
• ‘Tilman’s swag comes through loud and clear on every page, telling you what you need to do to be successful.’ -James Harden, NBA Houston Rockets Superstar and MVP
• ‘Tilman offers up compelling lessons on how to build and run a business. If you want to rocket your business to new heights, this is the book for you.’ – Scott Kelly, former NASA astronaut

And that’s my list of best books about hotels and hospitality!

I hope you enjoyed this list and would love to hear your recommendations as well. Tweet me @ HotelOperators or find me here on LinkedIn . If you would like to learn more about hotels and how to run them successfully, I encourage you to subscribe to my Hotel Operator’s Weekly Briefing email here .

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14 Hospitality Books All Industry Professionals Should Know

Spanning the globe, sensitive to change, and susceptible to a wide array of outside influences, the hospitality industry is a complex and nuanced one, and navigating the ever-changing landscape is a challenge, even for seasoned professionals. Some of the most valuable resources available to hoteliers, event planners, and other industry leaders are hospitality books written by their peers and predecessors.

In this post, we explore some of the most recommended and highly-rated hospitality books on the market. From opening and operating a hotel to finding inspiration serving others, we look at hospitality books that analyze the latest industry trends, share the powerful personal stories of industry giants, provide real-world expert advice, and so much more.

Discover 14 must-read hospitality books that industry insiders love

Whether you’re just starting out in the hospitality industry or are decades into your career, our list of must-read hospitality books spans all skill levels and has something for every learning style.  

• 100 Tips for Hoteliers
• How to Run a Great Hotel
• The Gold Standard
• More Hotel Mogel
• Marketing for Hospitality and Tourism
• The Adapters
• Be Our Guest
• The Surprise Restaurant Manager
• The Heart of Hospitality
• Without Reservations
• Four Seasons: The Story of a Business Philosophy
• Setting the Table

Best hospitality books for hotel leaders and managers

Excellent resources for owners, operators, hotel managers, sales directors, and marketing managers, we start our list with the essential hospitality books every hotel professional should have in their library.

1.  100 Tips for Hoteliers

Written by Peter Venison, author of the widely taught and celebrated "Hotel Management" book, "100 Tips for Hoteliers" was penned to help hoteliers find passion and meaning in their work. Venison offers tips and best practices for every stage of running a hotel, from the grand opening to day-to-day operations, and everything in between. Covering topics from communication improvement to effective team management, we recommend this book for hoteliers, general managers, and other leadership roles.

Stay on the cutting edge of all things hospitality

Resources to help you succeed

2. Contagious

One of our favorite must-read hospitality books, Jonah Berger’s "Contagious" explores why certain things become popular. Delving into the science behind social transmission and word-of-mouth advertising, Berger explores the fundamental drivers that cause something to become contagious and why some stories are more infectious than others. Whether accounting for a workplace rumor that caught on quickly, the latest viral video, or a new product flying off the shelves, "Contagious" explores the common denominators that account for popularity.

“If you are seeking a bigger impact, especially with a smaller budget, you need this book," said Chip Heath, co-author of "Decisive" and "Made to Stick." "Contagious will show you how to make your product spread like crazy.”

An enlightening book for hotel sales and marketing managers, "Contagious" does more than look at the phenomena of viral marketing. Berger provides readers with actionable tasks that drive consumer engagement and could help take your hotel marketing to the next level .

3. How to Run a Great Hotel

"How to Run a Great Hotel" focuses on the idea that, in the competitive environment that is the modern hotel industry, “ being good is just not enough .” Ideal for hotel owners and managers, Enda Larkin’s book focuses on the value of conducting a “root and branch review of key business processes,” analyzing the hotel from top to bottom.

In "How to Run a Great Hotel," Larkin walks readers through the entire process by analyzing critical components of hotel success, such as evolving leadership skills, strategy development, capturing customer attention, and engaging with hotel employees. Larkin purports that by analyzing, scrutinizing, and readjusting key business practices, hoteliers are more likely to achieve lasting business success.

4. The Gold Standard

Written by one of the world’s most successful and in-demand event planners, "The Gold Standard" is the how-to book for cultivating genuine customer experiences. Author Colin Cowie provides readers with actionable insights and a variety of real-world activities hoteliers can complete to improve the guest experience.

“I truly believe Colin Cowie's 'The Gold Standard' is more timely than ever, as businesses look to engage with the shifting needs of their guests," said Radha Arora, President, Rosewood Hotels & Resorts . "A copy of this powerful book in the hands of the people who work with you can elevate the experience of everyone involved and undoubtedly increase the size of your audience.”

An “indisputable blueprint for creating a customer-service culture that anyone can tailor to their own needs,” this book is key reading for hoteliers, sales managers, marketing directors, restaurateurs, and other hospitality professionals.

Hospitality books for continuing education  

In the professional world, education never stops. To stay relevant in today’s competitive hospitality industry, leaders must stay abreast of evolutions in marketing, technology, global tourism, and more.  

5. More Hotel Mogel

Authors Larry Mogelonsky, the “ world’s most published writer in hospitality ,” and publishing partner, Adam Mogelonsky, released the 7th edition of "More Hotel Mogel" in 2020. Discussing the impacts of the COVID-19 pandemic as well as the complicated path the hospitality industry faces moving forward, this updated collection of essays includes thoughtful analysis and reflection on the most pertinent issues facing hoteliers today.

Explore current industry trends and develop strategies for operating your hotel successfully, even on a lean budget. "More Hotel Mogel" offers strategies to help hoteliers appeal to customers’ shifting expectations, give guests what they really want , and boost hotel revenue in light of current circumstances.

6. Marketing for Hospitality and Tourism

Now in its 7th edition, "Marketing for Hospitality and Tourism" is one of the quintessential marketing guides for hoteliers, marketing managers, and sales directors. Written by Phillip T. Kotler, James C. Makens, John T. Bown, and Seyhmus Baloglu, four hospitality experts and renowned authors, this guide takes a close look at the unique challenges facing the hospitality industry on a global scale.

Using real-world examples and case studies, "Marketing for Hospitality and Tourism" helps hoteliers understand, identify, and overcome modern industry threats. The latest edition has been updated to include new social media coverage, destination tourism, and other hospitality trends you need to know.

Hotel marketing ... simplified

7. Overbooked

A revelatory hospitality book for those interested in the future of travel, "Overbooked" dissects the travel boom and discusses how tourism is quickly becoming the largest global business in the world’s economy. Elizabeth Becker, "Overbooked" author and former correspondent for The New York Times, details what she uncovered during her global travels while documenting the effects of travel and tourism across the world. Join Becker as she surveys the impact travel is having on different regions of the world, the environment, and cultural heritage.

“Tourism is one of the world's largest – and unexamined – industries," said Zachary Karabell, author of "Superfusion." "Elizabeth Becker takes us on a compelling journey across continents to show us just how essential tourism is to global prosperity. You will never book a room, ascend the Eiffel Tower, or see the sites in quite the same way again.”

8. The Adapters

Sean Worker shares stories, advice, and industry insights from some of the leading innovators in the travel, hospitality, and tourism industries in "The Adapters." Outlining conversations with GGTs, or “ Gutsy Genius Thinkers ,” Worker invites business leaders and industry experts to share their stories of management success, entrepreneurship, and best practices.

Worker and guests identify new patterns and trends affecting hospitality as they couple it with historical context to provide readers a complete picture of industry developments. Perfect for both visual and auditory learners, "The Adapters" is produced as both a multi-book and audiograph series.

Books for aspiring hospitality professionals

Would you like to work in hotels, open a restaurant, or something similar? Are you considering a career in the hospitality industry? The following hospitality books seek out what lies at the heart of hospitality. They promote the true value of customer service and paint a portrait of working in the industry.

9. Be Our Guest

Customer service is the core of hospitality, and perhaps no company understands this better than Disney. Published by the Disney Institute, "Be Our Guest" explores how putting exceptional customer service at the heart of the Walt Disney World experience helped create the magical kingdom that Disney is today. Discover new ways to approach customer service and exceed guest expectations by reviewing the strategies and principles Disney incorporated to ensure they always put their customers first.

"Be Our Guest" focuses on the core values of customer service and is an excellent read for anyone interested in pursuing careers in hospitality or service. Take an empowering journey and learn to look beyond traditional workplace practices in order to create one-of-a-kind quality customer experience .

“Disney implements processes to respond to its guests’ emotions throughout their parks and resorts," said Jonathan Sachs, VP of Experience Transformation at Adventist Healthcare. "For example, Disney was the first to entertain guests who are waiting in long lines to help them be less bored and pass the time quicker. Since guest needs, wants, stereotypes, and emotions can change over time, Disney revisits this framework often to match their systems to guest expectations.”

10. The Surprise Restaurant Manager

Ken McGarrie, one of the most successful restaurateurs in the industry, has launched over a dozen successful restaurants throughout his career. In "The Surprise Restaurant Manager," McGarrie takes a long look at a situation many hospitality professionals find themselves in — being thrust into a leadership role.

Industry-wide, whether in restaurants or hotels, workers often move up quickly through the ranks. Too often, employees find themselves moving from server to floor manager, or from a front desk employee to a front desk manager, without the proper skills and training to do the best work possible.

Although written for the restaurant industry specifically, "The Surprise Restaurant Manager" offers valuable lessons for anyone interested in joining or moving up the hospitality ladder. McGarrie uses “real-life examples, straightforward strategies, and expert insight in an effort to better leadership development .”

11. The Heart of Hospitality

An impressive collection of stories, experiences, insights, and advice from industry legends, "The Heart of Hospitality" is an ideal book for hoteliers who want to learn from experienced real-world experts. Read about the trials, tribulations, and accomplishments of a variety of industry experts in this collection put together by author Michal Solomon. If you’re looking for wisdom or inspiration from the greats, this is the book to help you learn.

Inspirational hospitality books

On long, tiring days when the usual inspirational hospitality quotes aren't quite enough, check out these inspirational hospitality books for a full-blown pick-me-up.

12. Without Reservations

"Without Reservations" tells the inspirational story of how Marriott, one of the largest and most successful hotel chains in the world, grew from the foundation of a small family root beer stand. J.W. “Bill” Marriott, Jr., son of Marriott’s founder J. Willard Marriott, celebrates his father’s life as he details the family’s journey over 80 years.

While discussing the book in an interview with Forbes, Marriott describes what his family did differently to find success:        

“My dad started it all back in the '30s when we had a root beer stand and then a restaurant," he said. "And one day the cook didn't show up and he decided he better get a program going so he could retain his people and keep them happy. And he put a doctor on the payroll to do their healthcare and a few years later he put a surgeon on the payroll to do their healthcare.  But it's always been the major belief of our company, take good care of your people, they'll take good care of the customer, and the customer will come back.”

Get an insider view of how one of the world’s most successful hoteliers built his empire and secured his place in hospitality history. Packed full of expert insights, advice, and guideposts for achieving success, "Without Reservations" is as engaging as it is penetrating.

13. Four Seasons: The Story of a Business Philosophy

The inspiring story of Isadore Sharp, "Four Seasons" illustrates how one young man, the first-generation son of immigrants, went on to build one of the most iconic upscale hotel brands in the world: The Four Seasons. In this memoir, Sharp explores the Four Seasons’ philosophy and unravels how the brand was built. Beginning with the construction of apartment buildings in his youth, and culminating in the ownership of more than 150 hotels in 40 countries, readers follow Sharp’s journey to creating a first-of-its-kind hotel experience for guests by building a destination within a destination.  

14. Setting the Table

In "Setting the Table," Danny Meyer, founder of Union Square Hospitality, discusses the value of creating meaningful, uplifting, and lasting memories with your customers. About so much more than business, "Setting the Table" dives deep into the human experience and the power of building relationships.

The final hospitality book on our list, "Setting the Table" stresses the importance of focusing on the most important part of your business first: the guests.

Start a reading list and put these hospitality books at the top!

Finding a block of free time dedicated to reading isn’t an easy task for many busy hoteliers. If you have trouble stepping away to read the latest hospitality news, review new research, or stay on top of what’s trending, try listening instead.

Next up, we take a look at 12 must-listen hospitality podcasts for hoteliers and hospitality leaders on-the-go.

Kim Campbell

Kim is a full-time copy and content writer with many years of experience in the hospitality industry. She entered the hotel world in 2013 as a housekeeping team member and worked her way through various departments before being appointed to Director of Sales. Kim has championed numerous successful sales efforts, revenue strategies, and marketing campaigns — all of which landed her a spot on Hotel Management Magazine’s “Thirty Under 30” list.

Don’t be fooled though; she’s not all business! An avid forest forager, post-apocalyptic fiction fan, and free-sample-fiend, Kim prides herself on being well-rounded.

More Reading

Country club marketing: how to attract event planners, independent hotel marketing: 10 strategies for beating big-name brands, congratulations to the 2024 excellence awards winners.

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Book Title: Introduction to Tourism and Hospitality in BC – 2nd Edition

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Book Description: This textbook is an introduction to the tourism and hospitality industry in British Columbia, and is written with a first year college and university audience in mind. It is a collaborative work with input from educators, industry leaders, employers, and past graduates of BC’s tourism and hospitality management programs. All chapters have been reviewed by experts in the field. Each chapter is organized thematically moving from a global, then national, and finally provincial context. Chapters contain "Spotlight On" boxes that highlight an organization, business, or other key component and "Take a Closer Look" features that encourage further reading on particular subjects. There are also interactive H5P activities throughout the book. And key terms, exercises and case studies can be found at the end of each chapter.

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Book description.

This textbook is an introduction to the tourism and hospitality industry in British Columbia, and is written with a first year college and university audience in mind. It is a collaborative work with input from educators, industry leaders, employers, and past graduates of BC’s tourism and hospitality management programs. All chapters have been reviewed by experts in the field. Each chapter is organized thematically moving from a global, then national, and finally provincial context. Chapters contain “Spotlight On” boxes that highlight an organization, business, or other key component and “Take a Closer Look” features that encourage further reading on particular subjects. There are also interactive H5P activities throughout the book. And key terms, exercises and case studies can be found at the end of each chapter.

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This book was cloned from a source that is no longer available. The source URL was https://pressbooks.bccampus.ca/introtourismedits . This book may differ from the original.

Introduction to Tourism and Hospitality in BC - 2nd Edition Copyright © 2015, 2020, 2021 by Morgan Westcott and Wendy Anderson, Eds is licensed under a Creative Commons Attribution 4.0 International License , except where otherwise noted.

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The CC licence permits you to retain, reuse, copy, redistribute, and revise this book—in whole or in part—for free providing the author is attributed as follows:

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