MASTERING HOSPITALITY

How to succeed in the hospitality business, as told by an international hotelier.

Essentially a hands-on career guide for anyone seeking to excel in the hotel business, this debut could not have been written by a more experienced professional. Dietschi loved hotels from the moment he stepped foot in one at age 10 in his native Switzerland. That passion eventually led to attending the prestigious Lausanne Hotel School and rising through the ranks until he became general manager at Ritz-Carlton and ultimately general manager and vice president at Marriott International. Leveraging this experience, the author generously shares his counsel and wisdom in a very readable book divided into two parts. In the first section, Dietschi recounts his own path on the way to becoming a luxury hotelier, offers a history lesson about hotels, and puts forth a grounding philosophy that could be summed up in a single sentence: “It is about how guests are made to feel.” The author writes eloquently about how to create “memorable guest experiences,” from reservations through departures and post-stays. He also addresses such important areas as “dressing and acting the part of a hotelier,” managing emotions while interacting with guests and employees, and getting started in a hospitality career. Dietschi’s expert analysis of the characteristics of the hotelier, in which he describes four specific mindsets (“Proactive,” “Guest,” “Quality,” and “Business and Entrepreneurial”), is particularly insightful; it provides a deep dive into the thought process of the consummate hotel professional. Part 2 is a treasure trove of advice for the aspiring hotelier or, for that matter, anyone contemplating a career in a customer-centric business. Here, the author introduces “Eight Principles for Excellence” that represent a playbook for success in the hospitality business, beginning with “Become Your Own Personal Brand” and ending with “Expand Your Knowledge Through Continuous Education.” Each of the principles is meticulously described and enhanced with useful examples. Dietschi covers personal attributes (“Be a Person of Integrity,” “Be Humble”), core competencies (“Time Management,” “Presentation Skills”), and more, offering actionable suggestions and tips.

An enthusiastic, passionate, and instructional take on a career in hospitality.