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Heppell M: See, Smile, Say Hello

See, Smile, Say Hello

Build Trust, Create Loyalty, Deliver Outstanding Service

INSTANT NEW YORK TIMES BESTSELLER “In order to be successful in life, you don’t need to be special. You just need to be what most people aren’t. Consistent, dependable, and willing to work for it!” — Tom Brady “A reminder that hard work, discipline, and heart always win.” —Mark Wahlberg In his leadership manifesto, hospitality icon David Grutman shares the importance of building relationships to drive success, with practical tips to level up your business—and your life. David Grutman knows everyone, and everyone—or rather, anyone who’s anyone—knows him. From a humble start as a 21-year-old bartender at a restaurant in the Aventura Mall to today, partnering with the owner of that same restaurant almost two decades later on a globally recognized nightlife brand, LIV, Grutman is credited with single-handedly transforming the global nightlife and hospitality scene. His collective business properties across Miami, Dallas, and Las Vegas include a Japanese-inspired steakhouse in partnership with Bad Bunny, Gekkō, Komodo, and some of the highest-grossing-per-square-foot restaurants in the country. Groot Hospitality is a household name and David prides himself on not only creating incredible venues, but once in a lifetime experiences that people are willing to travel from all over the world to enjoy. David has taken hospitality to a whole new level, and now, he is breaking down exactly how he got to where he is today. The key to his success has not changed from his first opening to his most recent multimillion-dollar venture: It’s his relationships. In Take It Personal, David shares his core values and guiding principles on building relationships, and businesses, that last, including: • Create an ecosystem. • The details are everything in every business. • Play the long game. • Connecting people is real wealth. Entertaining, practical, and chock-full of behind-the-scenes stories from David’s career, Take It Personal is the perfect guide to accelerating your career and unlocking your full potential.

INSTANT NEW YORK TIMES BESTSELLER “In order to be successful in life, you don’t need to be special. You just need to be what most people aren’t. Consistent, dependable, and willing to work for it!” — Tom Brady “A reminder that hard work, discipline, and heart always win.” —Mark Wahlberg In his leadership manifesto, hospitality icon David Grutman shares the importance of building relationships to drive success, with practical tips to level up your business—and your life. David Grutman knows everyone, and everyone—or rather, anyone who’s anyone—knows him. From a humble start as a 21-year-old bartender at a restaurant in the Aventura Mall to today, partnering with the owner of that same restaurant almost two decades later on a globally recognized nightlife brand, LIV, Grutman is credited with single-handedly transforming the global nightlife and hospitality scene. His collective business properties across Miami, Dallas, and Las Vegas include a Japanese-inspired steakhouse in partnership with Bad Bunny, Gekkō, Komodo, and some of the highest-grossing-per-square-foot restaurants in the country. Groot Hospitality is a household name and David prides himself on not only creating incredible venues, but once in a lifetime experiences that people are willing to travel from all over the world to enjoy. David has taken hospitality to a whole new level, and now, he is breaking down exactly how he got to where he is today. The key to his success has not changed from his first opening to his most recent multimillion-dollar venture: It’s his relationships. In Take It Personal, David shares his core values and guiding principles on building relationships, and businesses, that last, including: • Create an ecosystem. • The details are everything in every business. • Play the long game. • Connecting people is real wealth. Entertaining, practical, and chock-full of behind-the-scenes stories from David’s career, Take It Personal is the perfect guide to accelerating your career and unlocking your full potential.

How to Succeed by Building Relationships and Playing the Long Game

Take It Personal

When Did You Stop Caring?

Der fünfte Band des Erlanger Jahrbuchs für Interreligiöse Diskurse versammelt Beiträge, die ein breites Spektrum interreligiöser Perspektiven auf die Vermittlung von Werten in aktuellen öffentlichen Diskursen beleuchten. Dazu zählen Themen wie die Rolle der Religion in Gesellschaften, die Relevanz des Religionsunterrichts, hermeneutische Zugänge zu historischen Texten in heiligen Schriften sowie die Perspektiven auf die Organspende, den sozialen Wert der Gastfreundschaft und den religiösen Rückzug als Antwort auf digitale Omnipräsenz.

Mit Beiträgen von
Barbara Becker | Robin Flack | Naghmeh Jahan | Admiel Kosman | Andreas Kunz-Lübcke | Andreas Lehnardt | Melisa Muminovic | Manfred Pirner | Nathanael Riemer | Klaus von Stosch | Georges Tamer

Band 5: lnterreligiöse Aspekte der Wertevermittlung in aktuellen öffentlichen Diskursen

Erlanger Jahrbuch für lnterreligiöse Diskurse 05

This timely and innovative book presents a comprehensive, step-by-step guide to operationalising intersectionality studies in tourism and hospitality.Interdisciplinary and international in both scope and appeal, this comprehensive volume includes practical insights throughout, equipping researchers with the tools they need to address intersectional inequality and advance social justice. Using a multi-level approach, the book links individual experiences with organisational practices, as well as structural, environmental, and contextual factors. With a future-focused lens, this title also provides critical reflections on power dynamics and social inequalities, in order to pave the way for further inquiry and action.This volume is of pivotal interest to students, scholars, and practitioners in tourism and hospitality management, sociology, and organisational studies, as well as policymakers seeking to advance equality, diversity, and social justice.

A Practical Guide

Intersectionality in the Hospitality and Tourism Sectors

“If you don’t plan for the future you want, you get the one that shows up.”Rita Clifton, Deputy Chair, The John Lewis PartnershipNo one can accurately predict the future. But we can all prepare for it.What lies ahead will be fast-moving, uncertain and filled with challenges – but also rich with opportunity for those bold enough to adapt and evolve. Rapid technological disruption, demographic 'timebombs', geopolitical shifts, fast-changing customer and employee expectations, and the continuing climate crisis will cause headwinds, tailwinds or whirlwinds for businesses depending on their attitude and readiness to change.For over 30 years, the authors have worked with businesses around the world helping brands grow through better customer and employee experiences, stronger cultures, and sharper strategy. Along the way, they’ve gained a front-row seat to how leaders are thinking about the future.These insights, plus the ambitions and warnings from 30 interviews with international leaders from industries including technology, retail, automotive, healthcare, finance, sport, energy, and education, combine to create a powerful view of the opportunities and challenges ahead.This is not a book of predictions. It’s a book about preparation, perspective, and purposeful action – for those determined to build the future, not simply react to it.

How business and brands prepare for what comes next

Futureshift

Understand and learn to respond to the global and local crises shaping the tourism industry. Crisis Management in Tourism by Kyriaki Glyptou is a comprehensive textbook designed for upper-level undergraduate and postgraduate students studying tourism, hospitality and event management. Aligned with modules on crisis management and sustainable tourism, it provides a structured framework for understanding how crises impact destinations, organizations and various stakeholders. Taking a multidimensional approach, this textbook explores why traditional crisis management models often fail in high-stakes tourism contexts. This textbook: -Examines nine interconnected dimensions in managing a crisis response: the legal, operational, financial, communication, strategic, reputational, political, ethical and human factors -Explores the contemporary challenges reshaping the industry, including climate change, geopolitical instability and community resistance to tourism -Includes real-world examples from VisitBritain, the Greek National Tourism Organization, TUI and Jet2, alongside crisis events such as the 2019 Australia wildfires &gt;This textbook equips students with the knowledge and practical skills needed to navigate crises, make decisions in dynamic, uncertain environments and build resilience in a rapidly changing global tourism industry.

Principles and Practices for Strategic and Resilient Planning

Crisis Management in Tourism

Deliver measurable business impact by transforming customer advocacy into a strategic driver of growth, retention, and executive influence.Customer Advocacy That Counts is the definitive guide for customer advocacy, customer marketing, and customer experience leaders who need to prove value, secure stakeholder buy-in, and connect advocacy initiatives to business performance.Written by Alison Bukowski, this practical and evidence-based playbook addresses one of the biggest challenges facing advocacy professionals today: demonstrating strategic impact in environments where influence often matters more than authority. Drawing on frameworks, diagnostic assessments, stakeholder management tools, and executive communication templates, Alison Bukowski provides a structured approach to aligning advocacy with organizational priorities. Featuring insights and real-world examples from leaders at Google, Microsoft, Siemens, Adobe, Freshworks, Forrester, and Optum/UnitedHealth Group, the book shows how high-performing advocacy teams translate customer engagement into outcomes that executives understand and support.You'll learn how to: - Measure advocacy impact using meaningful business metrics - Build executive influence without direct authority - Align advocacy programs with revenue and retention goals - Communicate value using leadership-focused business language - Scale customer advocacy with confidence and credibility Customer Advocacy That Counts equips you with the tools, frameworks, and leadership mindset needed to turn customer advocacy into a measurable source of growth and competitive advantage.Themes include: customer advocacy, customer marketing, customer experience, stakeholder management, customer retention, executive influence, business impact measurement, advocacy strategy, revenue growth, customer-led growth

How to Build Influence and Drive Customer Experience Results

Customer Advocacy That Counts

This book analyzes how human resource experts perceive that robots and evolving technologies will impact leadership behaviors and human resource management in the hospitality industry.As with any new technological innovation, organizations must balance the opportunities afforded by robots with the pressures that are placed on existing organizational processes and strategies. They need to consider not only economic and technical perspectives, but also the user and organizational perspectives when determining the appropriate use and implementation of robots and other technology. Chapters in this collection explore service robots, automation, the Green Collar Revolution, social media, and more in multiple hospitality contexts, including all-inclusive resorts and the industry in Türkiye. Robots and their Impact on Hospitality Leadership is ideal for professionals and leaders in the hospitality industry, as well as students within tourism and hospitality courses.

Robots and their Impact on Hospitality Leadership

KONFEKT A Guide to Generous Hosting betrachtet Gastgeben als kulturelle Haltung - als Ausdruck von Aufmerksamkeit, Stil und persönlicher Handschrift. Essays, fotografische Erzählungen, Menüs, Drinks und Playlists verweben sich zu einem vielstimmigen Porträt zeitgenössischer Tischkultur. Im Zentrum stehen Atmosphäre, Charakter und Großzügigkeit - vom kunstvollen Dinner bis zum spontanen Zusammenkommen im Atelier.

KONFEKT  A Guide to Generous Hosting betrachtet Gastgeben als kulturelle Haltung – als Ausdruck von Aufmerksamkeit, Stil und persönlicher Handschrift. Essays, fotografische Erzählungen, Menüs, Drinks und Playlists verweben sich zu einem vielstimmigen Porträt zeitgenössischer Tischkultur. Im Zentrum stehen Atmosphäre, Charakter und Großzügigkeit – vom kunstvollen Dinner bis zum spontanen Zusammenkommen im Atelier.

KONFEKT A Guide to Generous Hosting

Warum kaufen Menschen bestimmte Produkte? Wie entstehen Markenpräferenzen? Welche Rolle spielen Emotionen, Wahrnehmung, kognitive Verzerrungen und soziale Einflüsse bei Kaufentscheidungen? Dieses Lehrbuch vermittelt die Grundlagen und aktuellen Erkenntnisse der Marketingpsychologie wissenschaftlich fundiert und zugleich verständlich. Klassische Modelle werden mit modernen Ansätzen aus Psychologie, Verhaltensökonomie und Neurowissenschaften verbunden und anhand zahlreicher Praxisbeispiele anschaulich erläutert. Über 60 professionell gestaltete Abbildungen, Übersichten und Grafiken erleichtern das Verständnis komplexer Zusammenhänge und machen das Buch zu einem wertvollen Begleiter für Studium, Lehre und Praxis. Das Werk richtet sich an Studierende, Dozenten, Marketing- und Kommunikationsverantwortliche sowie alle, die verstehen möchten, wie psychologische Mechanismen Konsumentenverhalten beeinflussen und erfolgreiches Marketing ermöglichen.

See, Smile, Say Hello

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