CUSTOMER SERVICE & CX

082 | The Heart of Hospitality with Micah Solomon

CUSTOMER SERVICE & CX

Micah is a customer service expert, entrepreneur, business leader and author, and a renowned keynote speaker on customer service, the customer experience, corporate culture and building five-star customer service organizations. He is a frequent contributor to forbes.com and the bestselling author of two recent books.

In This Episode, We Talk About

  • His new book, The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets
  • Why he wrote the book, who he interviewed, and what the research and writing process was like.
  • Social currency, one of the concepts in his book, and he shares amazing examples from leading companies on how they encourage social sharing without having to ask.
  • Amazing customer service, and some of the innovative things top hotels are doing to enhance the customer experience.
  • The best advice Micah received after speaking with some of America’s most enlighten hospitality professionals.

Micah offered to share a couple chapters of his book, The Hearth of Hospitality, absolutely FREE with the listeners. If you’d like to hear insider knowledge from the top professionals in the industry, click here to get your copy.

Click to Download TWO Free Chapters of the Book

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

Resources & Links

Free Download

Micah’s Book

Micah Solomon

CUSTOMER SERVICE & CX
  • 311 | Shelters From the Norm: Hotels used for hospitals and housing face unexpected problems

    A year ago, Darshan Patel, CEO of Hotel Investment Group in San Diego, California, was one of the first hoteliers in the U.S. to step up and offer properties to overwhelmed hospitals seeking places to care for COVID and non-COVID patients as well as vulnerable populations. As the crisis eases and Hotel Investment Group works to return the hotels to business, Patel is negotiating with local governments to pay for the wear and tear on the properties. Patel is not alone as many hoteliers are unexpectedly dealing with problems that state and local governments’ urgent decisions have created, including property damage, increased costs and eviction bans. This report is the second in a two-part series examining the pros and cons of opening hotels to alternative uses during the pandemic. It is part of Long Live Lodging’s special coverage of the coronavirus crisis and its impact on the hospitality industry.

  • 310 | Hotels Convert to Housing: Federal COVID-19-relief funds fuel transactions

    Dhruv Patel, president of Ridgemont Hospitality, in October shared a bittersweet moment with his parents, Pravin and Sima Patel, when the family business sold the first motel that Pravin had built from the ground up more than 30 years ago. But they rest assured knowing it was the right decision because the 22-room property is being converted into affordable housing for military veterans at risk of homelessness. The transaction is among hundreds taking place across the U.S. as state and local governments work with non-profit agencies to create affordable housing solutions for vulnerable populations amid the COVID-19 pandemic. In Episode 310 Long Live Lodging reports on the financial and legal aspects of what it takes to convert a hotel into long-term housing. This report is part of Long Live Lodging’s special coverage of the coronavirus crisis and its impact on the hospitality industry.

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