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Even the most intricate customer service training and manuals cannot ensure good customer service from an employee who is unhappy at work; at best you get mechanical, impersonal adherence to the service concept, which customers see through immediately. On the other hand when employees love their jobs and feel valued as people they have the energy and innate desire to give great customer service and will go above and beyond for the guests. Its just a fact that happy people want others to be happy. It all starts with leadership; the best way to get staff to care about guest/customers/clients is for management to care about their staff. This book presents a clear case or creating happier hospitality organizations. The ideas presented are simple and be introduced in any workplace without breaking your budget. The author is a hotelier for over 20 years with extensive experience on how to implement happiness in a work place for all employees.
