🏨 Hospitality Management

Comprehensive guides to running hotels, restaurants, and service operations with excellence. These books cover everything from guest experience design to the operational details that make hospitality businesses thrive.

Confessions of an Event Planner

by Judy Allen • 2009

Behind the elegant table settings: what an event planner really does when the guests run wild.

3.27

🎪 Event Planning 🏨 Hospitality Industry ⚖️ Ethical Dilemmas

Confessions of an Event Planner 91%

Behind the elegant table settings: what an event planner really does when the guests run wild.

by Judy Allen 2009

3.27

33 ratings

🎪 Event Planning 🏨 Hospitality Industry ⚖️ Ethical Dilemmas

Unreasonable Hospitality

by Will Guidara • 2022

Extraordinary service: how one restaurant made every guest feel like the only guest.

4.41

38k+

🍽️ Restaurant Management 🛎️ Service Industry ✨ Guest Experience

Unreasonable Hospitality 91%

Extraordinary service: how one restaurant made every guest feel like the only guest.

by Will Guidara 2022

4.41

38k+ ratings

🍽️ Restaurant Management 🛎️ Service Industry ✨ Guest Experience

Be Our Guest

by Walt Disney Company • 2001

Behind Disney's legendary guest experience is a practical system any organization can adopt.

3.90

5k+

🎯 Customer Experience 📐 Service Design 🔄 Process Improvement

Be Our Guest 91%

Behind Disney's legendary guest experience is a practical system any organization can adopt.

by Walt Disney Company 2001

3.90

5k+ ratings

🎯 Customer Experience 📐 Service Design 🔄 Process Improvement

The New Gold Standard

by Joseph A. Michelli • 2008

Trust your frontline with $2,000 per guest to fix anything: the Ritz-Carlton service method.

3.92

1k+

🏨 Luxury Hospitality ⭐ Service Excellence 💪 Employee Empowerment

The New Gold Standard 91%

Trust your frontline with $2,000 per guest to fix anything: the Ritz-Carlton service method.

by Joseph A. Michelli 2008

3.92

1k+ ratings

🏨 Luxury Hospitality ⭐ Service Excellence 💪 Employee Empowerment

The Event Planning Toolkit

by Linda Joyce Jones • 2020

Events run on project management, not magic. The practical toolkit for smooth execution.

4.33

🗓️ Event Planning 🗂️ Project Management 🏨 Hospitality Industry

The Event Planning Toolkit 90%

Events run on project management, not magic. The practical toolkit for smooth execution.

by Linda Joyce Jones 2020

4.33

12 ratings

🗓️ Event Planning 🗂️ Project Management 🏨 Hospitality Industry

High-Tech, High-Touch Customer Service

by Micah Solomon • 2012

The personal-service secret of beloved brands, and the technology that scales it.

3.77

113

🛎️ Customer Experience 🎨 Service Design 🧠 Hiring For Attitude

High-Tech, High-Touch Customer Service Summary

High-Tech, High-Touch Customer Service 90%

The personal-service secret of beloved brands, and the technology that scales it.

by Micah Solomon 2012

3.77

113 ratings

🛎️ Customer Experience 🎨 Service Design 🧠 Hiring For Attitude

Raise the Bar

by Jon Taffer • 2013

The bar turnaround playbook: why reactions beat drinks, and what actually brings customers back.

3.94

771

🍸 Bar Management 🎨 Service Design 🔄 Business Turnarounds

Raise the Bar 90%

The bar turnaround playbook: why reactions beat drinks, and what actually brings customers back.

by Jon Taffer 2013

3.94

771 ratings

🍸 Bar Management 🎨 Service Design 🔄 Business Turnarounds

Setting the Table

by Danny Meyer • 2006

A stakeholder hierarchy that puts investors last. It built a restaurant empire anyway.

4.04

10k+

🍽️ Restaurant Management 🧠 Emotional Intelligence 🙌 Servant Leadership

Setting the Table 90%

A stakeholder hierarchy that puts investors last. It built a restaurant empire anyway.

by Danny Meyer 2006

4.04

10k+ ratings

🍽️ Restaurant Management 🧠 Emotional Intelligence 🙌 Servant Leadership

All New Third Edition Be Our Guest (Completely Revised and Updated Third Edition)

by The Disney Institute • 2060

How a theme park operator turns customer service into theater, and the blueprint you can steal.

3.33

🧑‍🤝‍🧑 Customer Service 🎢 Experience Design 💪 Employee Engagement

All New Third Edition Be Our Guest (Completely Revised and Updated Third Edition) Summary

All New Third Edition Be Our Guest (Completely Revised and Updated Third Edition) 90%

How a theme park operator turns customer service into theater, and the blueprint you can steal.

by The Disney Institute 2060

3.33

3 ratings

🧑‍🤝‍🧑 Customer Service 🎢 Experience Design 💪 Employee Engagement

Heads in Beds

by Jacob Tomsky • 2012

Twenty dollars at check-in buys what a loyalty card cannot. A hotel veteran spills the rest.

3.58

23k+

🏨 Hotel Industry 🛎️ Service Industry 📋 Workplace Memoir

Heads in Beds 90%

Twenty dollars at check-in buys what a loyalty card cannot. A hotel veteran spills the rest.

by Jacob Tomsky 2012

3.58

23k+ ratings

🏨 Hotel Industry 🛎️ Service Industry 📋 Workplace Memoir

Marketing for hospitality and tourism

by James C. Makens • 1995

Why guests turn down the best offer: the consumer behavior playbook for hospitality marketers.

4.01

406

🏨 Hospitality Marketing 🔄 Consumer Behavior ✈️ Tourism Marketing

Marketing for hospitality and tourism Summary

Marketing for hospitality and tourism 90%

Why guests turn down the best offer: the consumer behavior playbook for hospitality marketers.

by James C. Makens 1995

4.01

406 ratings

🏨 Hospitality Marketing 🔄 Consumer Behavior ✈️ Tourism Marketing

Discovering the Soul of Service

by Leonard L. Berry • 1999

The sustainable success playbook from 14 companies that chose values over shortcuts.

4.05

375

🏢 Service Industry 🤝 Customer Experience 🏷️ Brand Management

Discovering the Soul of Service 89%

The sustainable success playbook from 14 companies that chose values over shortcuts.

by Leonard L. Berry 1999

4.05

375 ratings

🏢 Service Industry 🤝 Customer Experience 🏷️ Brand Management

Excellence Wins

by Horst Schulze • 2019

Arm employees with $2,000 to solve problems, no permission. The system that makes that pay off.

4.43

2k+

🏆 Service Excellence 💫 Customer Experience 🔓 Employee Empowerment

Excellence Wins 89%

Arm employees with $2,000 to solve problems, no permission. The system that makes that pay off.

by Horst Schulze 2019

4.43

2k+ ratings

🏆 Service Excellence 💫 Customer Experience 🔓 Employee Empowerment

Restaurant Man

by Joe Bastianich • 2012

Why every restaurant survives on a lie: appear generous, but run your books like a miser.

3.66

1k+

🍽️ Restaurant Business 📖 Culinary Memoirs 🏨 Hospitality Industry

Restaurant Man 89%

Why every restaurant survives on a lie: appear generous, but run your books like a miser.

by Joe Bastianich 2012

3.66

1k+ ratings

🍽️ Restaurant Business 📖 Culinary Memoirs 🏨 Hospitality Industry

If Disney Ran Your Hospital

by Fred Lee • 2004

Patients compare your hospital to Disney, not the one across town. Courtesy decides who wins.

4.01

1k+

🏥 Healthcare Management 🤲 Patient Experience 🏛️ Organizational Culture

If Disney Ran Your Hospital 89%

Patients compare your hospital to Disney, not the one across town. Courtesy decides who wins.

by Fred Lee 2004

4.01

1k+ ratings

🏥 Healthcare Management 🤲 Patient Experience 🏛️ Organizational Culture

The Customer Service Revolution

by John R. DiJulius • 2015

A systematic playbook for customer experiences so good your customers stop asking about price.

4.04

279

🎯 Customer Experience ✨ Service Excellence 💪 Employee Empowerment

The Customer Service Revolution 88%

A systematic playbook for customer experiences so good your customers stop asking about price.

by John R. DiJulius 2015

4.04

279 ratings

🎯 Customer Experience ✨ Service Excellence 💪 Employee Empowerment

Uncommon Service

by Frances Frei • 2012

The counterintuitive rule of service: to be great, you must first decide where to be bad.

4.01

784

🎨 Service Design 🧑‍🤝‍🧑 Customer Experience ⚖️ Strategic Trade-Offs

Uncommon Service 88%

The counterintuitive rule of service: to be great, you must first decide where to be bad.

by Frances Frei 2012

4.01

784 ratings

🎨 Service Design 🧑‍🤝‍🧑 Customer Experience ⚖️ Strategic Trade-Offs

Hug Your Customers

by Jack Mitchell • 2003

A family retailer's playbook for replacing sales scripts with genuine human connection.

4.03

986

🛍️ Customer Experience 👨‍👩‍👧‍👦 Family Business 🏬 Retail Management

Hug Your Customers 88%

A family retailer's playbook for replacing sales scripts with genuine human connection.

by Jack Mitchell 2003

4.03

986 ratings

🛍️ Customer Experience 👨‍👩‍👧‍👦 Family Business 🏬 Retail Management

Amaze Every Customer Every Time

by Shep Hyken • 2013

How a hardware chain beats the giants on service: 52 tactics your business can steal.

3.94

192

✨ Customer Experience 💪 Employee Empowerment 🏛️ Company Culture

Amaze Every Customer Every Time 88%

How a hardware chain beats the giants on service: 52 tactics your business can steal.

by Shep Hyken 2013

3.94

192 ratings

✨ Customer Experience 💪 Employee Empowerment 🏛️ Company Culture

The Effortless Experience

by Matthew Dixon • 2013

Delight doesn't build loyalty. Ease does. And the ratio is four to one.

3.94

1k+

📞 Customer Service 💝 Customer Experience 🎨 Service Design

The Effortless Experience 88%

Delight doesn't build loyalty. Ease does. And the ratio is four to one.

by Matthew Dixon 2013

3.94

1k+ ratings

📞 Customer Service 💝 Customer Experience 🎨 Service Design

Customers for Life

by Carl Sewell • 1990

One customer is worth half a million. Keeping them depends on the system behind the smile.

4.20

1k+

🛎️ Customer Experience ⚙️ Service Operations 🔁 Customer Loyalty

Customers for Life 88%

One customer is worth half a million. Keeping them depends on the system behind the smile.

by Carl Sewell 1990

4.20

1k+ ratings

🛎️ Customer Experience ⚙️ Service Operations 🔁 Customer Loyalty

Hotel Babylon

by Anonymous • 2004

Luxury hotels: everything's for sale, everyone steals, and the concierge has a guy for that.

3.62

3k+

🛎️ Service Industry ExposéS 🎭 Anonymous Tell-Alls 💸 Low-Wage Work

Hotel Babylon 88%

Luxury hotels: everything's for sale, everyone steals, and the concierge has a guy for that.

by Anonymous 2004

3.62

3k+ ratings

🛎️ Service Industry ExposéS 🎭 Anonymous Tell-Alls 💸 Low-Wage Work

Creating Superfans

by Brittany Hodak • 2023

You can't buy devotion, only earn it: a system for turning indifference into lifelong advocacy.

4.37

260

🛎️ Customer Experience 💎 Customer Loyalty ✨ Experience Design

Creating Superfans 88%

You can't buy devotion, only earn it: a system for turning indifference into lifelong advocacy.

by Brittany Hodak 2023

4.37

260 ratings

🛎️ Customer Experience 💎 Customer Loyalty ✨ Experience Design

Event Planning and Management

by Ruth Dowson • 2014

A planning system for events that must deliver, from the first objective to the final debrief.

4.33

🎪 Event Planning 📰 Public Relations 📦 Event Logistics

Event Planning and Management 88%

A planning system for events that must deliver, from the first objective to the final debrief.

by Ruth Dowson 2014

4.33

12 ratings

🎪 Event Planning 📰 Public Relations 📦 Event Logistics

The Nordstrom Way

by Robert Spector • 1995

How a Seattle shoe store became a retail empire by making employees think like owners.

3.90

794

🏬 Retail Management 🤝 Customer Service 🏢 Company Culture

The Nordstrom Way 88%

How a Seattle shoe store became a retail empire by making employees think like owners.

by Robert Spector 1995

3.90

794 ratings

🏬 Retail Management 🤝 Customer Service 🏢 Company Culture

The Connected Company

by Dave Gray • 2012

When customers network faster than your hierarchy can respond, the answer is small autonomous teams.

4.11

617

🏗️ Organizational Design 🛎️ Service Economy 🕸️ Networked Business

The Connected Company 88%

When customers network faster than your hierarchy can respond, the answer is small autonomous teams.

by Dave Gray 2012

4.11

617 ratings

🏗️ Organizational Design 🛎️ Service Economy 🕸️ Networked Business

Not Everyone Gets a Trophy

by Bruce Tulgan • 2009

Clear rules, constant feedback, real rewards: the formula that turns young hires into top talent.

3.54

399

🧑‍💼 Managing Millennials 🔀 Generational Differences 🗣️ Coaching Skills

Not Everyone Gets a Trophy 88%

Clear rules, constant feedback, real rewards: the formula that turns young hires into top talent.

by Bruce Tulgan 2009

3.54

399 ratings

🧑‍💼 Managing Millennials 🔀 Generational Differences 🗣️ Coaching Skills

Management, Revised Edition

by Peter F. Drucker • 1985

Profit is a result. The customer is the purpose. Drucker on the management that makes it so.

4.29

1k+

🏢 Organizational Design 🧠 Knowledge Workers 🎯 Customer Focus

Management, Revised Edition 88%

Profit is a result. The customer is the purpose. Drucker on the management that makes it so.

by Peter F. Drucker 1985

4.29

1k+ ratings

🏢 Organizational Design 🧠 Knowledge Workers 🎯 Customer Focus

Hug Your Haters

by Jay Baer • 2016

Two playbooks for turning whiners into loyal advocates: one for private calls, one for public posts.

3.85

788

🗣️ Customer Complaints 🔄 Service Recovery 💻 Online Reputation

Hug Your Haters 88%

Two playbooks for turning whiners into loyal advocates: one for private calls, one for public posts.

by Jay Baer 2016

3.85

788 ratings

🗣️ Customer Complaints 🔄 Service Recovery 💻 Online Reputation

The Education of an Accidental CEO

by David C. Novak • 2007

A trailer park kid builds a restaurant empire with rubber chickens and relentless customer focus.

3.88

150

🍔 Restaurant Leadership 🔄 Corporate Turnarounds 🏆 Employee Recognition

The Education of an Accidental CEO Summary

The Education of an Accidental CEO 88%

A trailer park kid builds a restaurant empire with rubber chickens and relentless customer focus.

by David C. Novak 2007

3.88

150 ratings

🍔 Restaurant Leadership 🔄 Corporate Turnarounds 🏆 Employee Recognition

What Customers Crave

by Nicholas J. Webb • 2016

Good customer service is killing your business. The design-driven method that replaces it.

3.69

289

🧩 Customer Experience Design 🗺️ Customer Journey Mapping 🧈 Frictionless Service

What Customers Crave 88%

Good customer service is killing your business. The design-driven method that replaces it.

by Nicholas J. Webb 2016

3.69

289 ratings

🧩 Customer Experience Design 🗺️ Customer Journey Mapping 🧈 Frictionless Service

The Starbucks Experience

by Joseph A. Michelli • 2006

How Starbucks turns baristas into experience designers and every cup into a loyalty engine.

3.75

5k+

🛎️ Customer Experience 🏢 Corporate Culture 🤝 Employee Empowerment

The Starbucks Experience 88%

How Starbucks turns baristas into experience designers and every cup into a loyalty engine.

by Joseph A. Michelli 2006

3.75

5k+ ratings

🛎️ Customer Experience 🏢 Corporate Culture 🤝 Employee Empowerment

Management Principles for Health Professionals

by Joan Gratto Liebler • 1992

Change keeps coming for healthcare. The playbook for keeping quality, team, and budget intact.

3.64

🏥 Healthcare Management 🗺️ Strategic Planning 🔄 Change Management

Management Principles for Health Professionals Summary

Management Principles for Health Professionals 88%

Change keeps coming for healthcare. The playbook for keeping quality, team, and budget intact.

by Joan Gratto Liebler 1992

3.64

36 ratings

🏥 Healthcare Management 🗺️ Strategic Planning 🔄 Change Management

Customer Obsessed

by Eric Berridge • 2016

Customer experience fails in a silo. The fix spans design, data, diversity, and employee engagement.

3.21

🤝 Customer Experience 👥 Employee Engagement 📊 Data-Driven Business

Customer Obsessed 88%

Customer experience fails in a silo. The fix spans design, data, diversity, and employee engagement.

by Eric Berridge 2016

3.21

48 ratings

🤝 Customer Experience 👥 Employee Engagement 📊 Data-Driven Business

Fans First

by Jesse Cole • 2022

Forget advertising. How to build fans devoted enough to drive across the country for you.

4.36

983

🎯 Customer Experience ⚾ Sports Business 📣 Word Of Mouth

Fans First 88%

Forget advertising. How to build fans devoted enough to drive across the country for you.

by Jesse Cole 2022

4.36

983 ratings

🎯 Customer Experience ⚾ Sports Business 📣 Word Of Mouth

Never Lose a Customer Again

by Joey Coleman • 2018

After the sale, keep the customer: a hundred-day playbook to turn one-time buyers into advocates.

4.18

1k+

📈 Customer Retention ✨ Customer Experience 🚀 Onboarding

Never Lose a Customer Again 88%

After the sale, keep the customer: a hundred-day playbook to turn one-time buyers into advocates.

by Joey Coleman 2018

4.18

1k+ ratings

📈 Customer Retention ✨ Customer Experience 🚀 Onboarding

Gods of Management

by Charles B. Handy • 1986

Four workplace gods, one crumbling bureaucracy, and the 1986 book that saw the gig economy coming.

3.78

144

🏛️ Organizational Culture 📚 Management Theory 📋 Bureaucracy Critique

Gods of Management 88%

Four workplace gods, one crumbling bureaucracy, and the 1986 book that saw the gig economy coming.

by Charles B. Handy 1986

3.78

144 ratings

🏛️ Organizational Culture 📚 Management Theory 📋 Bureaucracy Critique

Shut Up and Listen!

by Tilman Fertitta • 2019

A billionaire's blunt playbook: why niceness, tiny details, and bad timing create empires.

3.89

1k+

🛎️ Customer Experience 🛠️ Pragmatic Leadership 💰 Financial Literacy

Shut Up and Listen! 88%

A billionaire's blunt playbook: why niceness, tiny details, and bad timing create empires.

by Tilman Fertitta 2019

3.89

1k+ ratings

🛎️ Customer Experience 🛠️ Pragmatic Leadership 💰 Financial Literacy

Notes from a Friend

by Anthony Robbins • 1995

You are punishing loyal customers for the crimes of the 1 percent. A five-step reset.

3.97

2k+

🎯 Customer Experience 🧩 Service Design 🏷️ Brand Strategy

Notes from a Friend 88%

You are punishing loyal customers for the crimes of the 1 percent. A five-step reset.

by Anthony Robbins 1995

3.97

2k+ ratings

🎯 Customer Experience 🧩 Service Design 🏷️ Brand Strategy

Creating Magic

by Lee Cockerell • 2008

Ten leadership lessons from the man who ran Disney World's ops, starting in the laundry room.

4.27

3k+

🎯 Employee Engagement 🏨 Service Operations 🏰 Disney Leadership

Creating Magic 88%

Ten leadership lessons from the man who ran Disney World's ops, starting in the laundry room.

by Lee Cockerell 2008

4.27

3k+ ratings

🎯 Employee Engagement 🏨 Service Operations 🏰 Disney Leadership

The Practice of Management

by Peter F. Drucker • 1954

Customers define a company's purpose, not profit. The principles that follow from that reversal.

4.25

2k+

🏗️ Organizational Design 🎯 Goal Setting 🧭 Decision Frameworks

The Practice of Management 88%

Customers define a company's purpose, not profit. The principles that follow from that reversal.

by Peter F. Drucker 1954

4.25

2k+ ratings

🏗️ Organizational Design 🎯 Goal Setting 🧭 Decision Frameworks

Library Management

by Bridgit McCafferty • 2021

The management toolkit library school never provided: people, budgets, culture, and crisis.

3.00

🏛️ Library Management 📋 Project Management 🏢 Middle Management

Library Management 88%

The management toolkit library school never provided: people, budgets, culture, and crisis.

by Bridgit McCafferty 2021

3.00

2 ratings

🏛️ Library Management 📋 Project Management 🏢 Middle Management

Cultural Tourism

by Bob McKercher • 2002

Not every historic site deserves a gift shop. The framework for knowing which ones do.

3.48

🏛️ Heritage Tourism 🗿 Heritage Management ♻️ Sustainable Tourism

Cultural Tourism 88%

Not every historic site deserves a gift shop. The framework for knowing which ones do.

by Bob McKercher 2002

3.48

23 ratings

🏛️ Heritage Tourism 🗿 Heritage Management ♻️ Sustainable Tourism

No B.S. Ruthless Management of People and Profits

by Dan S. Kennedy • 2008

Your employees have their own agenda. The enforcement system that puts profit back in command.

4.09

729

🏢 Small Business Management 💰 Profit-First Management ⚖️ Workplace Accountability

No B.S. Ruthless Management of People and Profits Summary

No B.S. Ruthless Management of People and Profits 88%

Your employees have their own agenda. The enforcement system that puts profit back in command.

by Dan S. Kennedy 2008

4.09

729 ratings

🏢 Small Business Management 💰 Profit-First Management ⚖️ Workplace Accountability

The Case for Good Jobs

by Zeynep Ton • 2023

Low wages hide costs that cripple a business. Paying workers well is the most profitable choice.

4.12

165

📊 Labor Economics 🧑‍💼 Frontline Management 💰 Living Wages

The Case for Good Jobs 88%

Low wages hide costs that cripple a business. Paying workers well is the most profitable choice.

by Zeynep Ton 2023

4.12

165 ratings

📊 Labor Economics 🧑‍💼 Frontline Management 💰 Living Wages

Appetite for America

by Stephen Fried • 2010

A railroad restaurant empire that civilized the West and launched America's first female workforce.

4.21

1k+

🚂 Railroad History 🏨 Hospitality Industry 💼 Gilded Age Business

Appetite for America 88%

A railroad restaurant empire that civilized the West and launched America's first female workforce.

by Stephen Fried 2010

4.21

1k+ ratings

🚂 Railroad History 🏨 Hospitality Industry 💼 Gilded Age Business

Uplifting Service

by Ron Kaufman • 2012

Twelve building blocks and a common language: the blueprint for a service culture rivals can't copy.

3.85

334

🛎️ Service Culture 🧠 Service Mindset 🏢 Corporate Culture

Uplifting Service 88%

Twelve building blocks and a common language: the blueprint for a service culture rivals can't copy.

by Ron Kaufman 2012

3.85

334 ratings

🛎️ Service Culture 🧠 Service Mindset 🏢 Corporate Culture

Get Together

by Bailey Richardson • 2019

Start with five passionate friends, not 500 strangers: the lean playbook for communities that last.

3.77

735

🧱 Community Building 🔧 Lean Methodology 🙋 Participatory Design

Get Together 88%

Start with five passionate friends, not 500 strangers: the lean playbook for communities that last.

by Bailey Richardson 2019

3.77

735 ratings

🧱 Community Building 🔧 Lean Methodology 🙋 Participatory Design

Simply Managing

by Henry Mintzberg • 2013

Management isn't heroic. It's fragmented, oral, and learned in the mess, not the classroom.

3.64

338

🧱 Management Practice 🏢 Organizational Behavior 🥾 Anti-Heroic Leadership

Simply Managing 88%

Management isn't heroic. It's fragmented, oral, and learned in the mess, not the classroom.

by Henry Mintzberg 2013

3.64

338 ratings

🧱 Management Practice 🏢 Organizational Behavior 🥾 Anti-Heroic Leadership

50 Management Ideas You Really Need to Know

by Edward Russell-Walling • 2007

Management theories rise, peak, and fade like products. A field guide to the fifty worth keeping.

3.65

182

📋 Management Theory 🎯 Corporate Strategy ✅ Quality Management

50 Management Ideas You Really Need to Know Summary

50 Management Ideas You Really Need to Know 87%

Management theories rise, peak, and fade like products. A field guide to the fifty worth keeping.

by Edward Russell-Walling 2007

3.65

182 ratings

📋 Management Theory 🎯 Corporate Strategy ✅ Quality Management

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