Hotels.

Hospitality.

In the tradition of Kitchen Confidential and Waiter Rant, a rollicking, eye-opening, fantastically indiscreet memoir of a life spent (and misspent) in the hotel industry. “Highly amusing."—New York Times Jacob Tomsky never intended to go into the hotel business. As a new college graduate, armed only with a philosophy degree and a singular lack of career direction, he became a valet parker for a large luxury hotel in New Orleans. Yet, rising fast through the ranks, he ended up working in “hospitality” for more than a decade, doing everything from supervising the housekeeping department to manning the front desk at an upscale Manhattan hotel. He’s checked you in, checked you out, separated your white panties from the white bed sheets, parked your car, tasted your room-service meals, cleaned your toilet, denied you a late checkout, given you a wake-up call, eaten M&Ms out of your minibar, laughed at your jokes, and taken your money. In Heads in Beds he pulls back the curtain to expose the crazy and compelling reality of a multi-billion-dollar industry we think we know. Heads in Beds is a funny, authentic, and irreverent chronicle of the highs and lows of hotel life, told by a keenly observant insider who’s seen it all. Prepare to be amused, shocked, and amazed as he spills the unwritten code of the bellhops, the antics that go on in the valet parking garage, the housekeeping department’s dirty little secrets—not to mention the shameless activities of the guests, who are rarely on their best behavior. Prepare to be moved, too, by his candor about what it’s like to toil in a highly demanding service industry at the luxury level, where people expect to get what they pay for (and often a whole lot more). Employees are poorly paid and frequently abused by coworkers and guests alike, and maintaining a semblance of sanity is a daily challenge. Along his journey Tomsky also reveals the secrets of the industry, offering easy ways to get what you need from your hotel without any hassle. This book (and a timely proffered twenty-dollar bill) will help you score late checkouts and upgrades, get free stuff galore, and make that pay-per-view charge magically disappear. Thanks to him you’ll know how to get the very best service from any business that makes its money from putting heads in beds. Or, at the very least, you will keep the bellmen from taking your luggage into the camera-free back office and bashing it against the wall repeatedly.

Twenty-two years ago, author Peter Venison's Hotel Management became a best seller in the hotel and tourism industry, labeled a "must read" on the curriculum of every hotel school, and landed on the bookshelf of every hotel manager. Despite many requests for a follow-up volume, Venison declined, on the basis that he had nothing new to say. Now he does. Holed up for several weeks in five star hotels while concluding a complicated business deal, Venison realized that the standards offered by the industry still fall short of perfection. As a result, he has put pen to paper to produce this handy catalogue of suggestions to hoteliers, based upon his considerable personal experience as a hotelier and perpetual hotel guest. 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. It should prove equally useful to hotel school students as a checklist of what they can expect, and also to practicing hotel managers as a reminder of their responsibilities. Proceeds from the sale of 100 Tips for Hoteliers will be donated to the Duke of Edinburgh Cup charity.

The Abracadabra Hotel, built by and for magicians, has long been know to locals as the Hocus Pocus Hotel. Charlie Hitchcock has never stepped inside until Tyler Yu tells him to meet him there ...or else. As if the hotel's storied past isn't enough, it turns out that the place is inhabited by magicians, and while Charlie and Ty solve magical mysteries, the bully and the brain form an unlikely friendship.

What if you could protect your business against competitive inroads, once and for all? Customer service experts Leonardo Inghilleri and Micah Solomon's anticipatory customer service approach was first developed at The Ritz-Carlton as well as at Solomon's company Oasis, and has since proven itself in countless companies around the globe--from luxury giant BVLGARI to value-sensitive auto parts leader Carquest and everywhere in between. Their experience shows that the most powerful growth engine in a tight market--and best protection from competitive inroads--is to put everything you can into cultivating true customer loyalty. Exceptional Service, Exceptional Profit takes the techniques that minted money for these brands and reveals how you can apply them to your own business to provide the kind of exceptional service that nearly guarantees loyalty. Soon, you'll be reaping the benefits of loyal customers who are: less sensitive to price competition, more forgiving of small glitches, and, ultimately, who are "walking billboards" happily promoting your brand. Filled with detailed, behind-the-scenes examples, Exceptional Service, Exceptional Profit unlocks a new level of customer relationship that leaves your competitors in the dust, your customers coming back day after day, and your bottom line looking better than it ever has before.

AN INSTANT NEW YORK TIMES BESTSELLER “Hotel Magnifique opened the door to a sumptuous and glittering world of magic and mysteries and left me enchanted. Perfect for fans of Caraval and The Night Circus.” –Erin A. Craig, New York Times bestselling author of House of Salt and Sorrows and Small Favors For fans of Caraval and The Night Circus, this decadent and darkly enchanting YA fantasy, set against the backdrop of a Belle Époque-inspired hotel, follows seventeen-year-old Jani as she uncovers the deeply disturbing secrets of the legendary Hotel Magnifique. All her life, Jani has dreamed of Elsewhere. Just barely scraping by with her job at a tannery, she’s resigned to a dreary life in the port town of Durc, caring for her younger sister, Zosa. That is, until the Hotel Magnifique comes to town. The hotel is legendary not only for its whimsical enchantments, but also for its ability to travel—appearing in a different destination every morning. While Jani and Zosa can’t afford the exorbitant costs of a guest’s stay, they can interview to join the staff, and are soon whisked away on the greatest adventure of their lives. But once inside, Jani quickly discovers their contracts are unbreakable and that beneath the marvelous glamour, the hotel is hiding dangerous secrets. With the vexingly handsome doorman, Bel, as her only ally, Jani embarks on a mission to unravel the mystery of the magic at the heart of the hotel and free Zosa—and the other staff—from the cruelty of the ruthless maître d’hôtel. To succeed, she’ll have to risk everything she loves, but failure would mean a fate far worse than never returning home.