When every member of staff embraces why guests visit and considers the alternative options they had, you unlock a powerful mindset: The Hospitality Mentality. Guest experience expert Josh Liebman’s The Hospitality Mentality is a framework that leverages a company’s greatest asset—its people—and enables all staff members, especially those on the front line, with tools to enhance the guest experience in powerful ways, creating a strong desire to return and share their experience with others. Business leaders will gain inspiration to take their service standard to the next level, knowing that this is an area that cannot plateau. Readers will be motivated to go above and beyond guests’ expectations through creating hyper-personalized experiences, amplifying enthusiasm, anticipating needs, and crafting superior “wow” moments that solidify memories that take satisfaction to the next level. By maximizing the benefit of guest feedback and directly addressing complaints, service providers can strengthen their relationship with their guests, ultimately leading to business/brand loyalty. The impact of The Hospitality Mentality is more than a warm, fuzzy feeling—it will drive a business forward.

The need to support refugees has never been more urgent, but how can everyone working with them provide consistently effective care? Written for a range of professionals including therapists, teachers, social workers, housing support workers and healthcare professionals, this essential guide offers a holistic, person-centred framework to ensure that all those working with refugees to provide them with excellent support. Informed by the authors' direct work with refugees, the book starts with a comprehensive introduction to understanding the underlying issues that lead to the complex needs of an asylum seeking client group. Using an easy-to-follow 'what?', 'why?' and 'how?' structure, within the four key phases of refugee experience. It also shows professionals how to sensitively address trauma, loss and separation with clients who are adjusting to a foreign culture and language using three core principles (therapeutic relationship, bearing witness and psycho-education). Informed and accessible, this guide will help you create a safe, welcoming environment for asylum seekers in all stages of their journey to improve their psychosocial wellbeing and mental health.

This is a book about being a successful manager in the complex hospitality industry. Approaching the subject in the context of personal development, it offers future managers essential knowledge and insight into the opportunities, the constraints, the problems and the solutions that face management at any level in the industry. Structured in six parts, this comprehensive volume is not merely concerned with the social and psychological aspects of people management, but also with the economics of labour, including: labour costs, utilisation, labour market behaviour and pay. These aspects are conjoined in the book with the skills of people management to reflect the dynamics of real-life practice. Combining theory and practice, Managing People in the Hospitality Industry offers a concise portrait of the industry at work and is essential reading for the hospitality managers of tomorrow.

Soft skills make the hard skills work! Soft skills are the personal qualities that make you a great communicator, problem solver, and leader on the job—and in your personal life. Soft Skills For Dummies helps you hone in on the traits you already have—or fine tune the ones that may need some extra attention—to market yourself as a workplace leader who’s in touch with what today’s employers are looking for: people who can lead and inspire through interpersonal communication, cultural awareness, time management, teamwork, critical thinking, and problem solving. • Sharpen the skills you need for a successful career • Improve your ability to work with others • Become a more confident job seeker and leader • Grasp the concept of soft skills through real-world applications, inspirational stories, and industry spotlights With content based on a time-tested curriculum designed to prepare you for work and life success, this book is packed with everything you need to build your soft skills to make the strongest impact possible.

This book offers a guide to better understanding models of workplace mental health, as well as best practices for mental health professionals, employee assistance groups, employers and employees alike. The cost of depression at the workplace is staggering, both in terms of absenteeism and productivity loss while at work, and in terms of human and family suffering. Depression is highly prevalent and affects employees’ concentration, decision-making skills and memory, contributing to accidents and quality issues. Analyses indicate that the returns on investment for workplace mental health programs are significant, with employers reporting lower productivity-related financial losses and less need staff turnover due to mental health conditions. The book also addresses substance use and misuse, and ways to address such problems.

Vol. 77- includes Yearbook of the Association, 1931-

Supervision in the Hospitality Industry, Ninth Edition, is a comprehensive primer designed for beginning leaders, new supervisors promoted from an hourly job, and students planning for careers in the hospitality industry. Covering each essential aspect of first-line supervision, this market-leading textbook helps readers develop the practical skills and knowledge necessary for effectively supervising hospitality workers at all levels of an organization, including cooks, servers, bartenders, front desk clerks, porters, housekeepers, and janitorial staff. Topics include planning and organizing, communication, recruitment and team building, employee training, performance effectiveness, conflict management, and more. The text's unique approach to leading human resources — combining fundamental leadership theory and the firsthand expertise of hospital industry professionals — enables readers to master concrete, results-driven leadership methods and overcome the everyday challenges faced in the real world. Principles of good leadership and supervision are presented in clear, easy-to-understand language and are reinforced by numerous examples, case studies, discussion questions, and activities. The ninth edition of Supervision in the Hospitality Industry remains the ideal text for students and practitioners alike, delivering a basic yet comprehensive knowledge of the different elements of the supervisor's job while helping develop the leadership qualities needed to succeed as a hospitality professional.

This edited collection about good practice for mental health chaplains and other related professionals looks at how spirituality is viewed across mental health fields. It identifies what mental health chaplaincy is, how mental health chaplaincy interacts with other organisations like the NHS, and what good practice means with examples of positive and fulfilling experiences in mental health settings. The chapters consider some of the main issues of working with the mental health community, such as the place of volunteers, the recovery process, religious diversity and patient safety. They are followed by uplifting case studies, including service user perspectives, to provide a valuable overall insight into mental health chaplaincy and its context in wider mental health services.