Hospitality and service industries Books

Book SynopsisThe first edition of The Price of Football quickly established itself as the go-to guide to understanding football club finance for the serious fan. Kieran Maguire, one of the UK’s top football finance analysts, shows how professional clubs operate as businesses and explains, in non-technical language, how to read, understand and interrogate club accounts. As a clear-headed analysis and presentation of the financial imperatives and challenges facing football clubs across the English and Scottish Leagues, it has become a welcome resource not only for students of the industry, but by a wider constituency of supporters looking to understand their club’s latest transfer deal, or season ticket price. This fully revised and updated edition includes analysis of the most recent club accounts, the latest legal rulings on club affairs, as well as the impact of Covid-19 on the game’s finances.Trade ReviewFootball needs Kieran. His brand of financial scrutiny is well thought out, simple to understand, but most of all consistent. He has no fear or favour and is always on the money. We have to change the financial and regulatory situation in football if we are to avoid more disasters like that at Bury, Bolton, Blackpool, Coventry and not least Accrington Stanley, a town that has first-hand experience of the desolation that can befall towns that lose their key social activity. -- Andy Holt MBE, Chairman, Accrington Stanley FCKieran Maguire combines financial expertise with a supporter's love of football, and does very valuable work documenting and explaining clubs' financial workings, including illuminating areas of concern for supporters whose clubs have fallen into crisis. -- David Conn, The Guardian and author of The Fall of the House of FIFAI have never met anyone like Kieran who is so passionate about the numbers and why they matter. I have never met anyone so dedicated to the idea of transparency; to the notion that football clubs have a legal and moral obligation to lay their books open so that fans can see the figures and make up their own minds about what they mean ... Even more importantly he is able to articulate for me what until now had only been a gut feeling: that football is a wonderful game, but it properly belongs to us not them. Football clubs are an idea, a community, a romance. They belong to fans, not faceless conglomerates who think they can change the very nature of the game for their own personal satisfaction. Thanks to Kieran, I don’t just get cross, I can actually begin to explain to people just how unevenly and unfairly the money in the game is distributed. I can explain how and why supporters’ trusts and 50+1 models can work. I now know why it’s wrong to sell a stadium to yourself, not just morally, but financially. I can casually throw in actual figures when I get cross about the biggest clubs having no care for the smallest, or the women’s game having to fight for scraps at the top table. In years gone by, I would just get angry and shout 'agents, bloody agents'. Now, I can tell you exactly why I shout that. -- Kevin Day, from the ForewordProvides an easily digestible framework that allows anyone to better understand the finances of a football club, whether supporter, journalist, would-be investor, sponsor or buyer. -- Steve Menary, Soccer & SocietyThe antithesis to the cliché that football is the beautiful game is the equally clichéd statement that football is big business. Kieran Maguire explains the reality behind the latter claim, detailing the vast inequalities of wealth, mainly focused on the English elite levels ... Football doesn’t come out of this looking particularly ethical or trustworthy. It is clear that there is plenty of sharp practice permitted within the rules ... Maguire does a fine job of deconstructing those rules, though, and shows how they more likely serve the interests of the big six clubs by protecting their position at the top of the Premier League from nouveau riche challengers ... should be essential reading for anyone even remotely considering investing in football ... For general readers ... it should increase your understanding of what goes on and why. -- Stephen Mumford, Times Higher EducationThe Price of Football by Kieran Maguire is an excellent book for anyone who wants to understand how money impacts the game of football. You don't have to be an accountant to understand it. -- Margaret Decker, Birmingham City Supporters TrustTable of ContentsForeword by Kevin Day 1. Introduction Part I Football club financial reports 2. The balance sheet 3. The profit or loss account 4. The cash flow statement Part II The price of football 5. Buying players 6. Ticket prices 7. Broadcasting and sponsorship income 8. Financial fair play Part III Football club financial analysis 9. How to analyse club accounts 1: trend analysis 10. How to analyse club accounts 2: ratio analysis 11. Valuing a football club 12. Ownership models: love, profit, vanity and insanity 13. Red flags: things that make you go “hmmm” – creative accounting and football finance 14. Football finance in a post-Covid-19 world and Project Big Picture Glossary of terms

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Book SynopsisRead the Preface, Introduction, and Chapter 1 at thewellnessrevolution. paulzanepilzer. com. Five years ago, Paul Zane Pilzer outlined the future of an industry he called "wellness" and showed readers how they could get in on the profitable bottom floor.Table of ContentsPreface: The Revolution Continues. Introduction: Why Wellness is the Next Big Thing. Chapter One. Why We Need a Revolution. Chapter Two. The Baby Boom Generation: Understanding and Controlling the Demand for Wellness. Chapter Three. What You Need to Know About Food and Diet. Chapter Four. Making Your Fortune in Food. Chapter Five. Making Your Fortune in Medicine. Chapter Six. What You Must Know about Health Insurance. Chapter Seven. The New Health Insurance Solution: Helping Your Customers Finance Their Wellness. Chapter Eight. Making Your Fortune Distributing Wellness. Chapter Nine. Direct Selling – How to Get Started. Chapter Ten. Staking Your Claim: The Next Millionaires. Epilogue: Unlimited Wellness. Appendix A. Fat: What Is It, How Do We Get It, and How Do We Define It? Appendix B. Shifting from Sickness to Wellness Medical Care. Notes. Selected Bibliography. Acknowledgments. About the Author. Index.

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Book Synopsis'I've long wished perfumery to be taken seriously as an art, and for scent critics to be as fierce as opera critics, and for the wearers of certain "fragrances" to be hissed in public, while others are cheered. This year has brought Perfumes: The Guide by Luca Turin and Tania Sanchez, which I breathed in, rather than read, in one delighted gulp.' Hilary Mantel, Guardian Perfumes: The Guide is the culmination of Turin's lifelong obsession and rare scientific flair and Sanchez's stylish and devoted blogging about every scent that she's ever loved and loathed. Together they make a fine and utterly persuasive argument for the unrecognised craft of perfume-making. Perfume writing has certainly never been this honest, compelling or downright entertaining.Trade ReviewAs scintillating as it is comprehensive...this pungent, entrancing book is a wake up call for the nostrils. * The Independent *An unexpected classic of criticism -- Philip Hensher * Spectator (Books of the Year) *If you are at all interested in perfume, one of life's greatest sensual pleasures, this is an essential possession -- David Sexton * Evening Standard *This husband-and-wife team has produced a work of perfume criticism that is as gripping as any thriller. -- Jan Moir * Daily Mail *I loved it and bought it for all my friends. I have to say that this is certainly my favourite non-fiction book ever and is very likely my favourite book of all time! If I had to take only one book with me onto a desert island for an indefinite time, it would be this one. * Joanne Harris - author of 'Chocolat' *The perfect gift for the scent addict in your life...witty and informative - and, occasionally, deliciously bitchy. * The Times *Brilliant writing... I shall now spray on my favourite scents in quite a different frame of mind! -- Joanna Trollope * By email *hugely engrossing...the writing is brilliant...gorgeous. * Evening Standard *Lyrical and acerbically witty compendium. * The Times *From riotous one-liners to elaborate reviews, fragrance experts Luca Turin and Tania Sanchez have written an authoritative guide to the best and worst scents. * Daily Express *It's a great book because it brilliantly combines technical knowledge with evocative, poetic and often laugh-out-loud-funny prose to provide incisive, vivid and honest criticism of all perfumes - from the 'staggeringly bad' to the 'deeply divine'. If you want to open your mind to the intricacies of scent - and enjoy a brilliant, entertaining read along the way - I can't recommend it enough. * Elle *consistently entertaining...scathingly inventive bitchiness. * Sunday Business Post *astonishingly brilliant and witty companion to all things fragrant. * Spectator *dazzlingly comprehensive compendium...the writing is the olfactory equivalent of mouthwatering. * Observer *genuinely wonderful...the authors's sense of smell is amazing. * Daily Telegraph *I was fascinated... a description of every perfume known to man, which sounds peculiar, but is mesmeric. -- William Leith * Evening Standard (Books of the year) *a staggeringly complete compilation of perfume reviews...ridiculously entertaining. * Daily Mail *For any fragrance fanatic...an indispensable beauty bible. * Norwich Evening News *Highly entertaining critique which had me both fascinated and laughing out loud in equal measure... addictive and informative. -- Phyl Clarke * Irish Times *It's scents-sational! -- Rochelle Warner * Fabulous.co.uk *A wise investment and an addictive read. -- Gillian Nelis * Sunday Business Post *The authors' evocative and vivid writing style convinces us that perfume isn't a science but an art. Never again will you be able to walk past a perfume counter with quite the same nonchalance... if you have a nose for a good book, buy this one. -- Anita Sethi * Independent on Sunday *They're funny, bizarre, weird, hilarious writers. -- Alex Heminsley * BBC Radio 2 *It's an eau-de-must-have. If it came in a bottle we'd wear it. * The City Weekly Magazine (Australia) *As riveting as a novel and as therapeutic as a recipe book. -- Jan Masters * Reader's Digest *

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Book SynopsisWritten for fashion graduates, newbie entrepreneurs and those in entry-level positions in the industry, Blue is the New Black demystifies the process of how to make a fashion collection accessible for all levels. It’s a reference guide, a buddy, and an overview of who, what and where. Fashion is a multi-billion-dollar industry. It’s not just about sketching an outfit, it’s about selecting fabric, developing buttons, sourcing a factory, negotiating prices, making patterns, seeing the final launch and selling garments. This multi-faceted industry is exciting, enigmatic and endless. With many fashion schools now recognising the importance of including technical modules to their degrees, this guide is the perfect accompaniment to the relevant modules with its vocational a to z approach of what happens in the workplace, including how to build and maintain key business relationships. In that respect, it fills a gap in the market of books that give guidance for professionals embarking on or preparing for a career in the fashion industry. People who buy Blue is the New Black want to know how to create a collection. They want to roll up their sleeves and do it, but they need practical instruction on the different phases. They don’t want to read about data management systems or the latest developments in polyester thread; they want to understand what a range plan is and how to look at a prototype in a factory. Understanding the three profiles of her readers "first jobber, creative entrepreneur and creative graduate" as the author does, she realized that the publications currently available would alienate them and ignore their needs. Seeing this gap in the market, she wrote it herself, to the benefit of a million young professionals and students aspiring to enter and get ahead in the fashion industry.

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Book SynopsisEssential lessons in hospitality for every business, from the former co-owner of legendary restaurant Eleven Madison Park.Will Guidara was twenty-six when he took the helm of Eleven Madison Park, a struggling New York City two-star brasserie that had never quite lived up to its majestic room. Eleven years later, EMP was named the best restaurant in the world.How did Guidara pull off this unprecedented transformation? Radical reinvention, a true partnership between the kitchen and the dining room—and memorable, over-the-top, bespoke hospitality. Guidara’s team surprised a family who had never seen snow with a magical sledding trip to Central Park after their dinner; they filled a private dining room with sand, complete with mai-tais and beach chairs, to console a couple with a cancelled vacation. And his hospitality extended beyond those dining at the restaurant to his own team, who learned to deliver praise and criticism with intention; why the answer to some of the most pernicious business dilemmas is to give more—not less; and the magic that can happen when a busser starts thinking like an owner.Today, every business can choose to be a hospitality business—and we can all transform ordinary transactions into extraordinary experiences. Featuring sparkling stories of his journey through restaurants, with the industry’s most famous players like Daniel Boulud and Danny Meyer, Guidara urges us all to find the magic in what we do—for ourselves, the people we work with, and the people we serve.Trade ReviewGuidara makes his nonfiction debut with an enthusiastic guide for leaders [and asserts] sage advice about leadership. * Kirkus Review *Any organization would benefit from his thinking. * Simon Sinek *Will Guidara weaves heartfelt stories and keen observations to illustrate how purposeful, no-holds-barred hospitality satisfies our essential need to belong. An exceptional book for anyone or any organization aiming to excel at human connection. * Danny Meyer, CEO of Union Square Hospitality Group and author of Setting the Table *In this book, Will Guidara shows us how to lead and to serve at the next level by building a foundation of hospitality, and creating a people-first “working together” culture. It’s an inspiring book for businesses in every industry. * Alan Mulally, former CEO of Boeing and Ford *Working alongside Will Guidara is the ultimate masterclass in how to thoughtfully improve the lives of those around you. He is now sharing his truly remarkable gift with the world in this keenly observant and heartfelt must-read, for anyone looking to stand out from the pack. * Dan Levy, Emmy® award winning writer, actor, director, and producer of Schitt’s Creek *

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Book SynopsisStrategic Management for Tourism, Hospitality and Events is the must-have text for students approaching this subject for the first time. It introduces students to fundamental strategic management principles in a tourism, hospitality and events context and brings theory to life by integrating a host of industry-based case studies and examples throughout.This fourth edition has been fully revised and updated to reflect the major changes in strategic direction for these industries due to the most significant global crisis ever, as well as significant technology advances and issues related to sustainability.New features and topics in this fourth edition include:New international tourism, hospitality and events case studies from both SMEs and large-scale businesses are integrated throughout to show applications of strategic management theory. New Technology Focus short cases are included, as well as longer combined sector case studies on topics such as Table of ContentsPart 1: Strategy and the Tourism, Hospitality and Events Contexts 1. Strategy and Strategic Objectives for Tourism, Hospitality and Event Organizations. 2. Introduction to Strategy for Tourism, Hospitality and Events. Part 2: Analysing the Internal Environment. 3. Tourism, Hospitality and Event Organizations – The Operational Context: Sources of Competitive Advantage. 4. Tourism, Hospitality and Event Organizations – The Human Resources Context. 5. Tourism, Hospitality and Event Organizations – The Financial Context. 6. Tourism, Hospitality and Event Organizations – The Products and Markets Context. Part 3: Analysing the External Environment and SWOT. 7. The External Environment for Tourism, Hospitality and Event Organizations – The Macro Context. 8. The External Environment for Tourism, Hospitality and Event Organizations – The Competitive Context. 9. SWOT Analysis for Tourism, Hospitality and Event Organizations. Part 4: Strategic Options. 10. Competitive Strategy for Tourism, Hospitality and Event Organizations. 11. Strategic Directions for Tourism, Hospitality and Event Organizations. 12. Strategic Methods of Development for Tourism, Hospitality and Event Organizations. 13. Strategic Evaluation and Selection for Tourism, Hospitality and Event Organizations. Part 5: Strategy in Action. 14. Strategic Implementation for Tourism, Hospitality and Event Organizations. 15. International and Global Strategies for Tourism, Hospitality and Event Organizations. 16. Sustainability Strategy for Tourism, Hospitality and Event Organizations. 17. Strategic Management for Tourism, Hospitality and Event Organizations – Strategy in Practice. Part 6: Case Analysis for Tourism, Hospitality and Events. Case Study Summary. Case/Chapter Correlation. Case 1 Competing or Cooperating in the Airline Industry: Strategic Alliances or Going it Alone?. Case 2 Thomas Cook vs TUI: Survival of the Fittest. Case 3 Queensland Australia: Tourism and Events – Strategic Positioning and Promotion. Case 4 IHG – Competing on the World Stage. Case 5 RX – Strategic Issues for a Leading Events Management Company. Case 6 Airbnb: Back to the Future – a ‘Disruptor’ for Global Hospitality.

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Book SynopsisDistilled small business advice for accounting practices Many accountants in small and mid-size practices are experts when it comes to their professional knowledge, but may not have considered their practice as much from a business perspective. Michael Gerber''s The E-Myth Accountant fills this void, giving you powerful advice on everything you need to run your practice as a successful business, allowing you to achieve your goals and grow your practice. Featuring Gerber''s signature easy-to-understand, easy-to-implement style, The E-Myth Accountant features Gerber''s universal appeal as a recognized expert on small businesses who has coached, taught, and trained over 60,000 small businesses A recognized and widely respected co-author and leader in the accounting field The E-Myth Accountant is the last guide you''ll ever need to make the difference in building or developing your successful accounting practiTrade Revieweasy-to-implement advice that should make the difference in building a successful accounting practice.' (Finance & Management, April 2011).Table of ContentsA Word about This Book ix A Note from M. Darren Root xi Preface xv Acknowledgments xix Introduction xxi Chapter 1: The Story of Steve and Peggy 1 Chapter 2: This CPA’s Personal Journey 9 Chapter 3: On the Subject of Money 13 Chapter 4: The Pursuit of Money 27 Chapter 5: On the Subject of Planning 35 Chapter 6: The Value of Taking Aim 47 Chapter 7: On the Subject of Management 59 Chapter 8: Management by Design 65 Chapter 9: On the Subject of People 71 Chapter 10: We the People 79 Chapter 11: On the Subject of Associate Accountants 85 Chapter 12: Building a Professional Team 89 Chapter 13: On the Subject of Estimating 95 Chapter 14: The Value of Pricing 99 Chapter 15: On the Subject of Clients 103 Chapter 16: Making It All about the Client 111 Chapter 17: On the Subject of Growth 119 Chapter 18: The Art of Growth 123 Chapter 19: On the Subject of Change 127 Chapter 20: The Next Generation Accounting Firm 137 Chapter 21: On the Subject of Time 143 Chapter 22: Managing Choices, Not Time 149 Chapter 23: On the Subject of Work 155 Chapter 24: Getting to the Real Work 161 Chapter 25: On the Subject of Taking Action 167 Chapter 26: Getting Things Done 175 Afterword 181

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Book SynopsisDiscover the secrets of world-class leadership!When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed.The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization. He emerged with the key principles leaders at any company can use to provide a customer experience unlike any other, such as: Understanding the ever-evolving needs of customers Empowering employees b

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Book SynopsisEntire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the actual experiences of successful and unsuccessful practitioners, as well as against demands of the future, in a book service leaders around the world will use as a guide for years to come. The authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the useâand misuseâof technology in delivering top-level service; and practices that can transform loyal customers into âœowners. Looking ahead, the authors describe the world of great service leaders in which âœboth/andâ thinking replaces trade-offs. Itâs a world in which new ideas will be tested against the sine qua non of the âœservice trifectaââwins for employees, customers, and investors. And itâs a world in which the best leaders admit that they donât have the answers and create organizations that learn, innovate, âœsense and respond,â operate with fluid boundaries, and seek and achieve repeated strategic success. Using examples of dozens of companies in a wide variety of industries, such as Apollo Hospitals, ChÃteauform, Starbucks, Amazon, Disney, Progressive Insurance, the Dallas Mavericks, Whole Foods, IKEA, and many others, the authors present a narrative of remarkable successes, unnecessary failures, and future promise.

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Book SynopsisTraining in research methods is increasingly important for students of tourism, and this broad, accessible textbook outlines the concepts and tools essential to understand, manage, and conduct research. Taking a practical approach throughout, this new edition provides advice on the use and cautions associated with some of the more common research designs and tools used by tourism researchers. Fully updated throughout, it: - covers core techniques such as questionnaire design, sample selection, and interviewing - reviews analytical tools such as the development of scales and indices, assessment of advertising performance, benchmarking, market segmentation, case studies, and content and visual analysis. - uses recent real-world examples and focus boxes throughout to assess new aspects of research such as blogs, narrative analysis and Geographic Information Systems (GIS) - retains the approachable, personal writing style of the previous edition. Also including an increased use of handy pedagogical features to aid learning, this new edition is an essential overview for undergraduate and postgraduate students of tourism research, as well as a useful resource for researchers, consultants and managers.Trade Review"Of the many books on tourism research methods, Smith's Practical Tourism Research stands apart. It meets the essential needs of a researcher, right from planning a project, designing a questionnaire to conduct interviews and finally preparing a research report. The book also provides necessary tips for report presentation. Some of the unique features of the book are: placing case studies in focus boxes that help understand the complexity of the problem. The book has a very useful chapter, Metrics of decision making besides development of scale and indices. The excellence of the book stays in the simplicity of language and lucid prose that a reader gets enlightened. Chapter after chapter the author makes an effort to integrate theory and practice. The second edition of this book is much improved and updated in content and format. A full new chapter on Netnography (internet based ethnography) has been introduced that shall help scholars gathering rich information. Practical Tourism Research is recommended to tourism graduate, researchers, planners, and consultant."--Tej Vir Singh, Centre for Tourism Research & Development, IndiaTable of Contents-: Preface 1: The Nature of Tourism Research 2: Planning a Research Project 3: Questionnaire Design and Delivery 4: Selecting a Sample 5: How to Conduct Personal Interviews and Focus Groups 6: Indices and Scales 7: Case Studies 8: Content Analysis 9: Netnography 10: Research Reports and Presentations

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Book SynopsisRobert Jones’ Makeup Masterclass is a comprehensive guide to makeup that is organized from beginner to pro. You can start at your skill level and learn! This all inclusive guide to the makeup brush is a full beauty education for women (and men!) of all ages and skill levels. Robert Jones' Makeup Masterclass features lessons for people of all skill levels; from the makeup-challenged to those who are ready to take their skills to the professional level. This guide book includes: Step-by-step photos to build your makeup repertoire and maximize natural beauty at any age Techniques to highlight your best traits and build your confidence as a makeup artist Before-and-after photos to help you achieve looks for any skin tone Basic products and tools you should have in your makeup drawer Extensive product information to help you make smart purchases Tips for organizing your makeup—know what to keep and what to toss Secrets about product shelf-life and makeup ingredients you should know before buying Tips and tricks to help you achieve your desired effect, shape your face, and find quick fixes for problem areas (dark circles, age spots, thin lips, uneven skin tone, and more) Helpful Q&As in every chapter Quick-reference index Robert Jones’ Makeup Masterclass is about more than dramatic transformations. It’s for honing makeup artistry and building confidence for a beautiful result. Table of Contentsintroduction chapter 1 tools of the trade chapter 2 color theory chapter 3 skin deep chapter 4 face map chapter 5 eye basics chapter 6 eye masterclass chapter 7 getting cheeky chapter 8 pout perfect chapter 9 beauty at any age afterword acknowledgments about the author index

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Book SynopsisLearn how to cultivate the most incredible customer experiences on earth through this essential guide by Colin Cowie, distinguished purveyor of unforgettable “wow” events for the world’s most demanding clients.If you’re searching for ways to ensure your customers walk away from your company with a smile on their face and a plan to return, you found it. And any business organization can adapt the tools and techniques in this book.Colin Cowie, one of the world’s most sought-after event planners, shares the hard-won and hard-nosed advice he has learned through entertaining and engaging stories and examples. He gives readers the indisputable blueprint for creating a customer-service culture that anyone can tailor to their own needs, whether you’re a shopkeeper, corporate marketing director, or budding event planner.Upon coming to the United States from South Africa with $400 in his pocket, Colin built his highly sTrade Review'Colin Cowie's events are the gold standard for creating unforgettable experiences. His relentless pursuit of excellence sets him apart in the customer service industry. Following his advice, you will impress your customers and keep them coming back for more.' -- Susan Dell, Philanthropist, MSD Capital * MSD Capital *'Colin's engaging writing style is evident from the first page. His unique references exploring standards of excellence ranging from McDonald's fries in North Dakota to a royal wedding in Doha make this book truly stand out. Frankly, it's the best first-person analysis I've read on the topic of customer service. It's an enjoyable read with unforgettable practical advice you can put into use immediately.' -- Ken Blanchard, The Ken Blanchard Companies, Co-author of Bestsellers, The New One Minute Manager and Raving Fans * The New One Minute Manager *'I truly believe Colin Cowie's The Gold Standard is more timely than ever, as businesses look to engage with the shifting needs of their guests. A copy of this powerful book in the hands of the people who work with you can elevate the experience of everyone involved and undoubtedly increase the size of your audience.' -- Radha Arora, President, Rosewood Hotels and amp; Resorts * Rosewood Hotels & Resorts *'In Colin's enjoyable, fascinating book, he shares his secrets of A+ customer service. Readers can surprise their clients and customers with what their clients and customers didn't know they wanted. That's the ultimate in proactive service.' -- Jackie and David Simon, Chairman and CEO, Simon Property Group * Simon Property Group *'Incredible nuggets of wisdom. Nothing teaches like experience, and the insight that Colin Cowie shares in The Gold Standard is a must-read. Inspirational and energizing for those who aspire to deliver the absolute finest in customer service.' -- Alan Fuerstman, Founder, Chairman and CEO, Montage International * Montage International *'Let's face it, at some level, we're all in the service business, regardless of our profession. If you are looking for a way to get the most positive reaction to whatever you do, get The Gold Standard. Colin's stories and practical advice will help you remove the bumps you don't see now on your road to success.' -- Ryan Seacrest, Emmy Award Winning Television Host and Producer * Emmy Award Winning Television Host and Producer *'What I enjoy most about restaurant life is the sense that I am inviting the world to dinner. There is a rarefied thrill in surpassing our guests' high expectations-- every day, year in and year out! If your goal is consistent excellence, Colin's The Gold Standard offers you far more than you expect. Everyone who works with me is going to have a copy!' -- Eric Ripert, Chef and Owner, Le Bernardin, Bestselling Cookbook Author and Television Personality * Chef and Owner, Le Bernardin *'Colin Cowie is a master at creating unforgettable experiences. His latest book is a must-read for all those seeking new ways to elevate their services, delight their customers, and build lasting relationships.' -- Pauline Brown, Former Chair of LVMH North America and Author of Aesthetic Intelligence * Aesthetic Intelligence *'Colin is the epitome of The Gold Standard. As a hospitalitarian at some of the finest luxury hotels, clubs, and real estate developments globally, I have looked to Colin to help me transform my teams to ensure a memorable guest experience for all! Thank you, Colin, for your fabulous visionary leadership.' -- John Carlton Tolbert, Blackstone Real Estate Hotels and amp; Resorts and Founder, Revelation Consultancy * Revelation Consultancy *'Excellent customer service begins long before the customer walks in the door. It's created, planned, and organized with each step thought through in a way that your customer is sure to enjoy-- a seamless, unsurpassed experience that they'll want to repeat, over and over again. In his book, Colin tells you how you can create your version of The Gold Standard.' -- Jean Georges Vongerichten, Chef, Bestselling Cookbook Author and Television Personality * Bestselling Cookbook Author and Television Personality *'In today's world, service is the only true differentiator, making The Gold Standard a must-read book for anyone interested in improving service in their business. Colin Cowie's mastery of service excellence delivery is unsurpassed and can be applied in virtually any industry. This is a guidebook to success as he shares all of his secrets to creating happy and loyal customers in a compelling 'how to' anecdotal style.' -- Cindy Novotny, Radical Mentor, Master Connection Associates * Master Connection Associates *

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Book SynopsisIn 2017, Arif Naqvi and The Abraaj Group were on the brink of changing the world of private equity. Abraaj was a pioneer of a new model of impact investing built on the idea that making money and doing good are not mutually exclusive. It had helped transform communities and companies across the Middle East, Asia, Africa and Latin America by investing in healthcare, education and clean energy, and in 2017 it was on the threshold of closing a new fund that would provide $6 billion worth of investment to these emerging markets. But then it all came crashing down. On 10 April 2019, after landing at London Heathrow, Naqvi was arrested on fraud charges. He is facing extradition to the United States and a potential prison sentence of up to 291 years if he is found guilty. The dominant media narrative has painted Naqvi as a thief and fraudster, the so-called key man in an organised criminal conspiracy. But in this explosive new book, which is based on extensive research and interviews with key players, Brian Brivati discovers that things are not quite what they seem and finds that in this case of alleged fraud there is actually no money missing. Icarus explores how Abraaj found itself caught in the middle of a geopolitical war between the United States and China and when it would not bow to the whims of these global behemoths, economic hitmen tried to wipe it out.Trade Review"If Abraaj had been allowed to sell its shares in K-Electric to Shanghai Electric, Arif Naqvi would be a free man today. There is more here than meets the eye. How and why was this deal blocked? This book sets out to answer those questions." - Shahid Abbasi, former Prime Minister of Pakistan "Doing good and making money should not be incompatible. Arif Naqvi was the leading advocate of how to use private equity to make a difference and his life and achievements deserve a scholarly and balanced assessment to counter the tabloid headlines. Icarus, based on an astonishing depth of research, provides just that." - David Charters, former diplomat turned investment banker and businessman and co-founder of the Beacon Prize for Philanthropy “Brian Brivati is one of the country’s most interesting thinkers on international affairs. He is always challenging and his conclusions never predictable.” Martin Bright, formerly political editor of the New Statesman and the Jewish Chronicle, his 2003 scoop formed the basis for the film Official Secrets

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Book SynopsisA biography of one of the twentieth century's greatest fashion icons, reissued to coincide with the biopic Coco avant Chanel.Trade Review'Axel Madsen's book cuts through the falsehoods. Set against the realism of historical events, it skilfully analyses the creation of the Chanel phenomenon' Vogue 'The best yet book on the big C' Elle 'A great rags to riches story and the fascination of the gorgon does come through' Irish Independent 'A lively biography of the extraordinary fashion designer whose life was from start to finish an extravaganza' Financial Times

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Book SynopsisContentsList Of Charts And Tables ForewordEditor '' ''s NoteIntroduction PART I: INVESTMENT PHILOSOPHY1. Capital Cycle Revolution1.1 Evolution Of Cooperation (February 2004)1.2 Cod Philosophy (August 2004)1.3 This Time '' ''s No Different (May 2006)1.4 Supercycle Woes (May 2011)1.5 No Small Beer (February 2010)1.6 Oil Peak (February 2012)1.7 Major Concerns (March 2014)1.8 A Capital Cycle Revolution (March 2014)1.9 Growth Paradox (September 2014)2. Value In Growth2.1 Warning Labels (September 2002)2.2 Long Game (March 2003)2.3 Double Agents (June 2004)2.4 Digital Moats (August 2007)2.5 Quality Time (August 2011)2.6 Escaping The Semis '' '' Cycle (February 2013)2.7 Research Enabler (March 2013)2.8 Value In Growth (August 2013)2.9 Quality Control (May 2014)2.10 Under The Radar (February 2015)3. Management Matters3.1 Food For Thought (September 2003)3.2 Meet The ManTrade Review“Capital Returns brings together industrial economics, Michael Porter’s competitive analysis and behavioral finance, into a powerful long-term investment approach that Marathon Asset Management calls ‘capital cycle’ analysis. … This is one of the best investing books I’ve read. Highly recommended!” (Strictly Value, strictlyvalue.wordpress.com, January, 2016)“First, it covers an important and underappreciated subject, the capital cycle. Second, it contains a superb introduction by one of the great financial writers of our era, Edward Chancellor. … Capital Returns explores an oft-neglected mechanism in the capital markets. It will prove profitable reading for any finance professional, and for the securities analyst, it is essential reading.” (William J. Bernstein, CFA Institute Publications, cfapubs.org, Vol. 11 (1), 2016)Table of ContentsContentsList Of Charts And Tables ForewordEditor '' ''s NoteIntroduction PART I: INVESTMENT PHILOSOPHY1. Capital Cycle Revolution1.1 Evolution Of Cooperation (February 2004)1.2 Cod Philosophy (August 2004)1.3 This Time '' ''s No Different (May 2006)1.4 Supercycle Woes (May 2011)1.5 No Small Beer (February 2010)1.6 Oil Peak (February 2012)1.7 Major Concerns (March 2014)1.8 A Capital Cycle Revolution (March 2014)1.9 Growth Paradox (September 2014)2. Value In Growth2.1 Warning Labels (September 2002)2.2 Long Game (March 2003)2.3 Double Agents (June 2004)2.4 Digital Moats (August 2007)2.5 Quality Time (August 2011)2.6 Escaping The Semis '' '' Cycle (February 2013)2.7 Research Enabler (March 2013)2.8 Value In Growth (August 2013)2.9 Quality Control (May 2014)2.10 Under The Radar (February 2015)3. Management Matters3.1 Food For Thought (September 2003)3.2 Meet The Management (March 2007)3.3 Cyclical Misteps (August 2010)3.4 A Capital Allocator (September 2010)3.5 Northern Stars (March 2011)3.6 Say On Pay (February 2012)3.7 Happy Families (March 2012)3.8 The Wit And Wisdom Of Johann Rupert (June 2013)3.9a Meeting Of Minds (June 2014)3.10 Culture Vulture (February 2015)PART II - BOOM, BUST, BOOM4. Accidents-In-Waiting 4.1 Accidents-In-Waiting (2002-08)4.2 The Builders '' '' Bank (May 2004)4.3 Insecuritization (November 2002)4.4 Carry On Private Equity (December 2004)4.5 Blowing Bubbles (May 2006)4.6 Pass The Parcel (February 2007)4.7 Property Fiesta (February 2007)4.8 Conduit Street (August 2007)4.9 On The Rocks (September 2007)4.10 Seven Deadly Sins (November 2009)5. The Living Dead5.1 Right To Buy (November 2008)5.2 Spanish Deconstruction (November 2010)5.3 Piigs Can Fly (November 2011)5.4 Broken Banks (September 2012)5.5 Twilight Zone (November 2012)5.6 Capital Punishment (March 2013)5.7 Living Dead (November 2013)5.8 Relax, Mr Piketty (August 2014)6. China Syndrome 6.1 Oriental Tricks (February 2003)6.2 Dressed To Impress (November 2003)6.3 Game Of Loans (March 2005)6.4 What Lies Beneath (February 2014)6.5 Value Traps (September 2014)7. Inside The Mind Of Wall Street7.1 A Complaint (December 2003)7.2 Private Party (December 2005)7.3 Christmas Cheer (December 2008)7.4 Former Greedspin Boss Flees China (December 2010)7.5 Occupy Bundestag (December 2011)7.6 Season '' ''s Greetings (December 2012)7.7 Lunch With The Gir (December 2013)7.8 All Change (December 2014)

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Book SynopsisAn essential guide for finance managers to leverage advanced technology in long-term investing. Institutional Investors underpin our capitalist world, and could play a major role in addressing some of the greatest challenges to society such as climate change, the ballooning wealth gap, declining infrastructure, aging populations, and the need for stable funding for the sciences and arts. Advanced technology can help institutional Investors deliver the funds needed to tackle these grave challenges. The Technologized Investor is a practical guide showing how institutional Investors can gain the capabilities for deep innovation by reorienting their strategies and organizations around advanced technology. It dissects why technology has historically failed institutional Investors and recommends realistic changes that they can make to unlock technological superpowers. Grounded in the actual experiences of institutional Investors from around the globe, it's a unique reference manual for practitioners on how to reboot their organizations for long-term performance. The book walks readers through many detailed frameworks for analyzing how well new technologies fit with their organization's goals and resources, as well as how to make the organization itself more robust to technological change. It also envisions the ways that the durable empowerment of institutional Investors enables them to achieve their long-term objectives. Based on first-hand empirical analysis, the book will help institutional Investors to rethink their perspectives on the role of technology in their organizations, and the future possibilities it can unlock.Trade Review"In The Technologized Investor, Ashby Monk and Dane Rook make a compelling case that longterm investors could be making a much larger contribution to shared prosperity, 21st-century infrastructure, and a carbon-neutral economy. Their book provides a detailed, cogent road map for organizations such as pension funds to harness technology and truly invest for the long-term."—Eric Schmidt, former CEO, Google"The authors present a rare combination of academic leadership and technology entrepreneurship–their knowledge of institutional asset management gives a fascinating insider's view of this sector. They demonstrate how the biggest asset managers drive global markets and confront our most important global challenges. As advisors to many of the leading investment institutions, the authors share a fascinating glimpse into what innovation can achieve in this critical sector."—Joe Lonsdale, Partner, 8VC, Founder, Palantir and Addepar"The value of The Technologized Investor goes far beyond its use as a deeply researched guidebook for how to integrate today's technology into every investment decision. It's a rallying cry for why doing so in the service of long-term vision isn't just crucial for good business, but for our world. The argument is presents is compelling, essential reading."—Eric Ries, CEO, The Long-Term Stock Exchange, author of The Lean Startup and The Startup Way"It's hero time! Saving the world by solving our era's seemingly intractable problems requires unlocking the full-power of innovative investment. Who would believe behind the superhero mask one would find an investor, let alone—even more difficult to fathom—an institutional investor. The authors offer a compelling, instructive resource and example-laden road map for developing and deploying the innovative technologized investment superpower hidden within even the most cautious investor or organization."—Ertharin Cousin, CEO and Founder, Food Systems for the Future, Stanford University Visiting Scholar, Distinguished Fellow, Chicago Council on Global Affairs"This book fantastically articulates the enormous potential of the application of technology to investment and asset management. I hope it convinces more tech founders to take the plunge and work to solve some of these monumentally important challenges faced by—and created by—this industry. After reading it, I feel better equipped for the job ahead of me and even more excited to make a positive impact by bringing tech to our small part of this massive industry."—Lindsay Holden, CEO and Co-founder, Long GameTable of Contents1. History of Investment Technology 2. Technology Problems in Institutional Investing 3. Technology Trends and Tools 4. Frameworks for Technology Analysis 5. Template for a Technologized Investor 6. Data Empowerment 7. Equipping Data Empowerment 8. Reframing Risk Management 9. Technologized Risk Exposure 10. Space to Innovate 11. Spinning Up R3D Teams 12. Getting Started

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Book SynopsisThe market for retirement financial advice has never been more important and yet more in flux. The long-term shift away from traditional defined benefit pensions toward defined contribution personal accounts requires all of us to be more sophisticated today than ever before. However, the landscape for financial advice is changing all over the world, with new rules and regulations transforming the financial advice profession. This volume explores the market for retirement financial advice, to explain what financial advisors do and how to measure performance and impact. Who are these professionals and what standards must they abide by? How do they make money and what are their incentives? How can one protect clients from bad advice, and what is good advice? Does advice alone effect changes in personal habits? Answering these questions, along with new technology that will decrease the delivery costs of advice, will play a transformative role in helping more households receive the quality Table of Contents1. The Market for Retirement Financial Advice: An Introduction 1 ; I. WHAT DO FINANCIAL ADVISERS DO? ; 2. The Market for Financial Advisers ; 3. Explaining Risk to Clients: An Advisory Perspective ; 4. How Financial Advisers and Defined Contribution Plan Providers Educate Clients and Participants about Social Security ; 5. How Important Is Asset Allocation To Americans Financial Retirement Security? ; 6. The Evolution of Workplace Advice ; 7. The Role of Guidance in the Annuity Decision Making Process ; II. MEASURING PERFORMANCE AND IMPACT ; 8. Evaluating the Impact of Financial Planners ; 9. Asking For Help: Survey and Experimental Evidence on Financial Advice and Behavior Change ; 10. How to Make the Market for Financial Advice Work ; 11. Financial Advice: Does it Make a Difference? ; 12. When, Why, and How Do Mutual Fund Investors Use Financial Advisers? ; III. MARKET AND REGULATORY CONSIDERATIONS ; 13. Harmonizing the Regulation of Financial Advisers ; 14. Regulating Financial Planners: Assessing the Current System and Some Alternatives

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Book SynopsisMost tourism theories have been developed from the tourists' perspective, including the seminal work by John Urry, 'The Tourist Gaze', which is now a classic text. The Host Gaze in Global Tourism is a unique book for researchers and students as it is the first to look at the host gaze from within the host community. It discusses how the gaze is constructed, how it has developed, how it varies between countries and how the tourism industry can affect it. By looking at the gazes of both Western and non-Western hosts, this book analyses the dynamics of a host destination and consequences the gaze can have upon the tourist.Table of Contents1: Introduction: Gazemaking: Le Regard - Do You Hear Me? 2: The Scopic Drive of Tourism: Foucault and Eye Dialectic 3: Gaze and Self: Host Internalization of the Tourist Gaze 4: The Thai Host Gaze: Alterity and the Governance of Visitors in Thailand 5: Turkish Host Gaze at Russian Tourists: A Cultural Perspective 6: A Host Gaze Composed of Mediated Resistance in Panamá: Power Inversion in Kuna Yala 7: The Hosts Gaze on Current Christian Pilgrims in Israel: Tour Guides Gazing 8: Picturing Tourism: Conceptualising the Gambian Host Gaze through Photographs 9: You Never Know Who Is Going to Be On Tour: Reflections on the Indigenous Host Gaze from an Alaskan Case Study 10: Looking Down, Looking Out, and Looking Forward: Tibetan Youth View Tourism in the Future 11: Perceived Host Gaze in the Context of Short-Term Mission Trips 12: Couchsurfing through the lens of Agential Realism: Intra-Active Constructions of Identity and Challenging the Subject-Object Dualism 13: Gaze, Encounter and Philosophies of Otherness 14: The Bellman and the Prison Officer: Between Customer Care and Panopticism 15: The Third Gaze: De-Constructing the Host Gaze in the Psychoanalysis of Tourism 16: Real-and-Imagined Women: Goddess America Meets the World 17: Synthesis - The Eye of Power in and Through Tourism: The Banal Ubiquity of Agents of Naturalisation 18: Conclusion

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Book SynopsisDemystifies the often invisible impacts of global tourism, one of the biggest industries in the world.

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Book SynopsisCapital Group is one of the largest investment management organisations in the world, and yet has always shunned the publicity courted my many other leading institutions. For the first time, Charles Ellis takes you inside one of the most elite and yet private investment firms.Table of ContentsForeword xi Introduction 1 Chapter 1 The Founding 9 Chapter 2 Staying Alive 25 Chapter 3 The Multiple-Counselor System 35 Chapter 4 Organizing the Core 49 Chapter 5 Mutual Fund Distribution 61 Chapter 6 Crossing the Rubicon: Capital Group 91 Chapter 7 Shareholder Services 101 Chapter 8 Acquisitions and Start-Ups 123 Chapter 9 Capital Guardian Trust Company 139 Chapter 10 Global Investing 165 Chapter 11 Emerging Markets 185 Chapter 12 Managing People 201 Chapter 13 Management 223 Chapter 14 Compensation 249 Chapter 15 Investing 265 Afterword 291 Appendix I Summary Statement of Corporate Objectives and Goals 301 Appendix II Outline of Basic Managerial Beliefs 307 Appendix III Growth of the Capital Group Companies, Inc 309 Index 311

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Book SynopsisA how to guide to avoiding the mistakes ineffective financial advisors most often make Based on a 15-year consulting program that author Steve Moore has led for financial advisors, Ineffective Habits of Financial Advisors (and the Disciplines to Break Them): A Framework for Avoiding the Mistakes Everyone Else Makes details proven techniques which allow advisors to transform their business into an elite practice: business analysis, strategic vision, exceptional client service, and acquiring high net worth clients. Told through the story of a purely fictional and completely average financial advisor, each chapter begins with an ineffective habit that is then countered with a discipline that improves business results and adds value. The book Details a step-by-step strategy for working through current clients, rather than relying on cold calling to form new relationships Includes anecdotes collected through both personal experience and storiesTable of ContentsForeword x Introduction: Setting the Stage xiii Business Disciplines xvii Ineffective Habits of Financial Advisors and the Disciplines to Break Them xviii The Framework of the Book xxi Insights xxi Decisions xxiii Actions xxiv Acknowledgments xxv Chapter 1 Stop Living Their Dream and Start Living Your Dream 1 The First Ineffective Habit: Living Their Dream 1 The First Discipline: Start Living Your Dream 3 Insights 4 Purpose: The Primary Reason for the Work You Do 4 Business Goals: Specific Objectives That Support Your Purpose 6 Guiding Principles: The Rules That Guide Daily Decision Making 23 Vivid Description: A Narrative of the Business Success You Intend to Create 29 Decisions 32 Determining Your Purpose 32 Determining Your Business Goals 33 Determining Your Guiding Prinicples 33 Determining Your Vivid Description 33 Determining How You Plan to Keep the Dream Alive 34 Actions 35 Chapter Summary 37 Chapter 2 Stop Focusing on Quantity of Clients and Start Focusing on Quality of Clients 41 The Second Ineffective Habit: Focusing on Quantity of Clients 41 The Second Discipline: Start Focusing on Quality of Clients 43 Insights 43 Target Market 44 Service Focus 51 Competitive Differentiation 51 Decisions 60 The Common Sense Principle 60 Actions 61 Chapter Summary 62 Chapter 3 Stop Hoarding Unprofitable Clients and Start Disengaging Unprofitable Clients 65 The Third Ineffective Habit: Hoarding Unprofitable Clients 65 The Third Discipline: Start Disengaging Unprofitable Clients 67 Insights 68 Segment 1: The 20 to 40 Percent That Represents 1 Percent of Revenue 73 Segments 2 and 3: Others You Are Considering for Disengagement 77 Decisions 81 Actions 81 Chapter Summary 83 Chapter 4 Stop Providing Only Investment Advice and Start Providing Wealth Management Advice 85 The Fourth Ineffective Habit: Providing Only Investment Advice 85 The Fourth Discipline: Start Providing Wealth Management Advice 87 Insights 87 Start Providing Your Top 20 Percent with Wealth Management Advice 89 Step 1: Determine the Clients to Reengage with Wealth Management 90 Step 2: Have a Deep Re-fact Meeting with Your Clients 91 Step 3: Financial Planning 97 Step 4: The Wealth Management Solution 98 Step 5: Present the Wealth Management Solution—The Financial Vision Document and Client Engagement Roadmap 106 Decisions 107 Actions 108 Chapter Summary 110 Chapter 5 Stop Delivering Only Investment Reviews and Start Delivering WOW Wealth Management Reviews 113 The Fifth Ineffective Habit: Delivering Only Investment Reviews 113 The Fifth Discipline: Start Delivering WOW Wealth Management Reviews 116 Insights 117 Client Needs Analysis 118 Client Satisfaction Window 119 Building the WOW Review System 132 Decisions 136 WOW Wealth Management Review Package 136 Actions 137 Chapter Summary 139 Chapter 6 Stop the Rainmaker Approach and Start the Team Approach 141 The Sixth Ineffective Habit: The Rainmaker Approach 141 The Sixth Discipline: Start the Team Approach 143 Insights 143 Team Core Competency Audit 143 Team Development Evaluation 146 Team Alignment and Empowerment Evaluation 147 Internal Challenges 150 The Organizational Structure of the Team Approach 151 Role Clarity 156 Managing the Team Approach 159 Coaching the Team 168 The Acquisition of Talent 175 Team Incentive Compensation 177 Create a Best-of-Kind Team of Experts and Suppliers 179 Decisions 180 Actions 181 Chapter Summary 183 Chapter 7 Stop Selling to Prospects and Start Selling through Clients 187 The Seventh Ineffective Habit: Selling to Prospects 187 The Seventh Discipline: Start Selling through Clients 189 Insights 189 Client Introductory Event 195 Center-of-Influence Marketing 197 Managing the Sales Pipeline 201 Qualify a Call-In Lead 201 Fact Finding, Planning, Solutions 202 Decisions 203 Actions 203 Chapter Summary 205 Chapter 8 Jack’s Awakening: An Elite Wealth Management Company 209 Bibliography 215 About the Authors 219 Index 221

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Book SynopsisTransforming Travel combines stories from leading companies, interviews with pioneers and thinkers, along with thorough analysis of the industry's potential to make lasting, positive change. - A unique collection of case studies and stories of the most successful, inspirational, impactful and innovative travel businesses in the world. - A vital presentation of the latest research and statistics on the positive impacts and potential of transformative, sustainable tourism, - A positive and realistic vision of the scope of tourism to promote sustainable development at a time when travel and interaction with foreign cultures is facing numerous existential challenges. Written in a highly engaging style Transforming Travel presents an urgent argument for transforming tourism so it might reach its potential to promote tolerance, restore communities and regenerate habitats, while providing a vital guide for anyone looking to develop the successful sustainable tourism enterprises and destinations needed to do so.Table of Contents1: Introduction 2: The Transformative Hotel 3: Transforming Travel Experiences 4: Transforming Places 5: Transforming Transport 6: Transforming Communication 7: Conclusion: Transforming Tourism 8: Further Reading

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Book Synopsis‘In many ways, being a fashion model can be compared to the life of a professional footballer. You might get signed, but the work doesn’t stop there. In fact, it’s only just begun.’ Interested in working in the fashion industry? Do you want to be a model, designer, photographer or stylist? Want a rare look at the industry from the inside? Supermodel Eunice Olumide MBE was signed when she was just 16. She has since graced catwalks all over the world, working with top design powerhouses including Christopher Kane, Harris Tweed, Alexander McQueen, and Mulberry. How to Get into Fashion is for you, whether you are looking to become a model or wish to pursue one of the many other careers in fashion – or just want to know what goes on behind the scenes. With stunning photographs and the knowledge of someone who’s been there and done it, this is your essential guide to the industry.Trade ReviewThis book is a breath of fresh air; essential, engaging and full of good advice. Elinor Perry-Smith, Associate Editor, SEEN LondonA helpful overview for all those interested in modelling, from someone who has navigated the complex territory of surviving in a demanding industry. Caryn Franklin MBE MSc (Psych) MBPsS, Fashion Commentator

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Book SynopsisSuccess in today’s rapidly changing hospitality industry depends on understanding the desires of guests of all ages, from seniors and boomers to the newly dominant millennial generation of travelers. Help has arrived with a compulsively-readable new standard, The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets by Micah Solomon, with a foreword by The Ritz-Carlton Hotel Company’s president and COO Herve Humler.This up-to-the-minute resource delivers the closely guarded customer experience secrets and on-trend customer service insights of today’s top hoteliers, restaurateurs, and masters of hospitality management including:Four Seasons Chairman Isadore Sharp: How to build an unsinkable company cultureUnion Square Hospitality Group CEO Danny Meyer: His secrets of hiring, onboarding, training, and moreTom Colicchio (Craft Restaurants, Top Chef): How to create a customer-centric customer experience in a chef-centric restaurantVirgin Hotels CEO Raul Leal: How Virgin Hotels created its innovative, future-friendly hospitality approachRitz-Carlton President and COO Herve Humler: How to engage today’s new breed of luxury travelers Double-five-star chef and hotelier Patrick O’Connell (The Inn at Little Washington) shares the secrets of creating hospitality connectionsDesigner David Rockwell on the secrets of building millennial-friendly restaurants and hotel spaces (W, Nobu, Andaz) that resonate with today’s travelersRestaurateur Traci Des Jardins on building a “narcissism-free” hospitality cultureLegendary chef Eric Ripert’s principles of creating a great guest experiences, simultaneously within a single dining room.The Heart of Hospitality is a hospitality management resource like no other, put together by leading customer service expert Micah Solomon. Filled with exclusive, first-hand stories and wisdom from the top professionals in the industry, The Heart of Hospitality is an essential hospitality industry resource.As Ritz-Carlton President and COO Herve Humler says in his foreword to the book, “If you want to create and sustain a level of service so memorable that it becomes an unbeatable competitive advantage, you’ll find the secrets here.”Table of ContentsCONTENTS Foreword by Herve Humler, President and COO,The Ritz-Carlton Hotel Company, LLC ix Introduction xi 1 The Last Customer on Earth 3 2 Systems and Standards: The Secret Weapons of Service 21 3 People Are the Heart of Hospitality 43 4 Building a Culture of Yes 71 5 Developing a Genuine Service Style 99 6 The Power of Authenticity 119 7 Moviemaking and Magic 137 8 The "Chocolate Tastes Better When It's Being Shared" Theorem 155 9 How the Digital Revolution Has Changed Your Customers 173 Afterword 201 Notes 203 List of Hospitality Leaders Who Were Interviewed by the Author for This Book 207 Index 213 About the Author 224

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Book SynopsisEven in times of economic hardship, perfume is an affordable luxury, recognized for its ability to make us not only smell good but also feel great. No woman's dressing table or bathroom cabinet is complete without at least one bottle. Cult Perfumes is the first book to explore the most exclusive boutique perfumeries producing some of the world's most captivating scents. Tessa Williams documents more than 25 perfumeries and brands, ranging from the pharmacy of Santa Maria Novella in Florence, established by Dominican friars in 1221, and the classic English company Floris, founded in 1730, to the new eponymous range created by the famed fragrance expert Roja Dove. Williams goes behind the scenes at each perfumery to interview the perfumers and explore the evolution of the company, the ethos behind the brand, and its signature scents. With a concise illustrated introduction to the history of perfume-making and features on iconic perfumes, future cult classics and the so-called 'noses' who keep the brands attuned to today's popular scents, Cult Perfumes will be as alluring to lovers and collectors of perfume as the fragrances it presents.Trade Review'The richly scented world of the artisan parfumier is lavishly illustrated in Tessa Williams' elegant tribute to modern and traditional fragrances' - SAGA MAGAZINE 'Cult Perfumes is an extraordinarily engaging treat about an aspect of fashion sensed but not seen - The presentation of subjects and subject matter in the book is first rate, complete with glossary and photographs of superb quality - If you have a highly trained olfactory sense, you best rush out and buy this book and enjoy. For the rest of us [it] is a delightfully intriguing story for both reference and enjoyment.' - NEW YORK JOURNAL OF BOOKS 'With stories behind the most exquisite scents from around the world and a full glossary of the unique terms used to describe the senses and smells - it's an interesting read and a very glamourous book to own - it really does show a fashion enthusiast the integrity in the beauty world and the skill of perfumeries.' - FASHION WEEKLY

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Book SynopsisAs can be imagined there are countless Sheffield pubs - past and present. Therefore, finding a unique, manageable angle on the subject to produce a book is difficult. Yet Peter Tuffrey has done just that featuring endless unique tales about the pubs themselves and the landlords and landladies running them. Trawling through literally thousands of newspapers cuttings from the Sheffield Star and Sheffield Telegraph pub files he has noted subjects and incidents ranging from pub closures to murders, from retirements to renovations and from pub bombings to pub ghosts. Many of Sheffield's pubs were built to coincide with the growth of the city's steel industry and to slake the thirsts of its workers. These pubs are pictured and documented in decline or just before demolition and it is a pity more were not saved to illustrate the city's rich industrial heritage. We see landlords, landladies and regulars posing outside and it just goes to show how important pubs were in terraced communities. Several pages are also given to the breweries once belching beer fumes across the city air and a number of the processes are depicted in photographs with pin sharp clarity. So, raise your glasses to this book - Sheffield Pubs, Landlords and Landladies.

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Book SynopsisA must-have introductory text of unrivalled coverage and depth focusing on events planning and management, the fourth edition of Events Management provides a complete A to Z of the principles and practices of planning, managing and staging events. The book offers a systematic guide to organising successful events, examining areas such as event design, logistics, marketing, human resource management, financial planning, risk management, impacts, evaluation and reporting. The fourth edition has been fully updated and revised to include content covering technology, including virtual and hybrid events, concepts such as social capital, soft power and events, social inclusion, equality, accessibility and diversity, and the latest industry reports, research and legal frameworks. The book is logically structured and features new case studies, showing real-life applications and highlighting issues with planning events of all types and scales in a range of geographical locatioTable of ContentsSection 1: Event Context 1. An Overview of the Event Field 2. Perspectives on Events 3. The Event Planning Context 4. Event Tourism Planning 5. Sustainable Event Management Section 2: Planning 6. Strategic Event Planning 7. Conceptualising the Event 8. Event Project Management 9. Event Financial Planning 10. Human Resource Management and Events 11. Marketing Planning for Events 12. Promotion: Integrated Marketing Communication for Events 13. Sponsorship of Events Section 3: Event Operations and Evaluation 14. Event Design and Production 15. Event Logistics 16. Legal Considerations in Event Planning and Management 17. Risk Management 18. Evaluation and Research

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Book SynopsisUSA TODAY BESTSELLER WALL STREET JOURNAL BESTSELLERDiscover the official story of In-N-Out Burger––how three generations have created a thriving, family-owned company, why its fans are so wildly loyal, and what led to its explosive growth and evolution into an iconic part of American culture––as told by In-N-Out Burger’s president, Lynsi Snyder.When Lynsi Snyder''s grandparents founded In-N-Out Burger in 1948, they built it with a passion for quality and service that Lynsi embraced at a young age. After starting as a store associate at age seventeen, she then worked in other departments, gaining first-hand experience with almost every aspect of the family business until she became president in 2010. She has led the company through explosive growth––today, there are three-hundred and eighty stores and counting––and is deeply committed to the well-being of the

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Book SynopsisEcotourism is a useful concept, but not a very well defined one; it has been debated in theory and attempted in practice for nearly two decades. Its key goal is to reduce the net environmental impact of the tourism industry, via mechanisms including minimal impact management measures, education, community involvement, private conservation, contributions to public protected areas, expansion of ecotourism enterprises and mainstreaming of ecotourism principles. Focussing on fundamental ecotourism concepts, this broad-based textbook provides a basis for studies into environment-based tourism. It covers key topics such as the management, economics and potential environmental impacts both positive and negative of this popular and growing sector. Written for tourism students and an ideal resource for undergraduate courses, Ecotourism: Principles and Practices will also interest industry practitioners and researchers.Table of Contents1: Concepts and Definitions 2: Related Sectors 3: Business 4: Products 5: Marketing 6: Economics 7: Environmental Management 8: Impacts 9: Conservation 10: Guiding, Education and Interpretation 11: Community 12: Access 13: Policy and Planning 14: Accounting 15: Conclusions

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Book SynopsisIf I were giving out an award for 'book of the year' for internal audit professionals, I would certainly award it to her outstanding manuscript: Radical Reporting: Writing Better Audit, Risk, Compliance and Information Security Reports. - Richard Chambers, Former President and CEO, The Institute of Internal AuditorsMost people dread writing reports; they also dread reading reports. What they donât realize is that the techniques that make writing more readable make it more powerful. This is especially relevant for professionals in areas such as audit, risk, compliance, and information security.This small volume provides the tools and techniques needed to improve reports. It does so through addressing crucial concepts all too often overlooked in the familiar rush to perform tasks, complete projects, and meet deadlines.These concepts â the role of culture in communication; the link between logic and language; the importance of organizing thoughts before writing; and how to achieve clarity â may seem academic or theoretical. Theyâre not. Unless writers understand their own thoughts, actions, and objectives, they cannot hope to communicate them at all â let alone clearly.This second edition develops these points with additional material on critical thinking, as well as the use of AI in reporting.

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Book SynopsisA new edition to the hugely successful book aimed at fashion students and graduates. All you need to know about the fashion business, from legal structures and finance to digital marketing and social media. This new edition includes case studies from both startups as well as international chains and is a must-have for any aspiring entrepreneur.

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Book SynopsisThis must-have guide to special event production resources looks deep behind the scenes of an event and dissects what it is that creates success. It analyses the resources and is an extensive reference guide to the technical details of a big event. It provides a thorough grounding on the specifications and performance of lighting and audio systems, visual presentation technology, special effects and temporary outdoor venues.This new edition includes: New content on: new audio visual technology, industry safety standards, special effect platforms, décor and new custom forms of staging for both indoor and outdoor events. Updated and new case studies from USA, Canada, India, Russia and Malaysia New Industry Voice feature, including interviews with industry experts from around the world. Comprehensive coverage of venues, staging, seating, rigging, lighting, video, audio, scenic design and décor, CADD, entertainment, special effects, tenting, elTrade Review"Great textbook for a student going into event and entertainment production. The book gives the big picture to ensure that all aspects are part of planning. I would recommend it for any student planning a career in event or venue management so they can understand all the components of the event, whether they produce the technical aspects or not" - Denise DiRienzo,Communication Studies Professor, State University of New York at Oswego "An excellent resource for special event production, covering fields rarely touched by other event management books. The book is very structured, easy-to-follow, comprehensive, and full of professionals’ experiences. Especially, the Voices of the Industry are insightful and Production War Stories are gripping. It is a must-to-have reference for special event management professionals and students." - Cathy Xin Jin, Lecturer, Department of Tourism, Sports and Hotel Management, Griffith Business School Table of ContentsPreface Acknowledgements 1. Entertainment 2. Décor 3. Audio Systems 4. Visual Presentation Technology 5. Lighting Systems 6. Special Effects 7. Staging and Set Design 8. Tenting 9. Miscellaneous Technical Resources

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Book SynopsisFull-colour road atlas of Wales, with extended coverage into England and including all the major routes into the country. The detailed road mapping also includes Liverpool, Warrington, Nantwich, Shrewsbury, Hereford, Bristol and Severn River Crossings.Published at a clear 2.5 miles to 1 inch the following features are shown on the road mapping:Motorways open with full junction detail, motorways under construction and proposed, motorway service areas, primary routes and destinations, A and B roads, selected minor roads, gradients 1:5 and steeper, tolls, mileages, national and county boundaries, spot heights and hill shadingSelected places of interest, tourist information centres and golf coursesNational Park boundaries for Snowdonia, Brecon Beacons and Pembrokeshire CoastAlso included are 21 city, town, airport, or port plans for; Aberystwyth; Bangor; Cardiff; Caernarfon; Carmarthen; Chester; Colwyn Bay; Hereford; Llandudno; Llanelli; Merthyr Tydfil; Newport; Prestatyn; Rhyl Shrewsbury;

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Book SynopsisThis A-Z map of South East England is a full colour regional road atlas featuring 46 pages of continuous road mapping extending from Banbury and Felixstowe to the south coast, and from Oxford and Southampton to Margate and Clacton-on-Sea in the east.Road map detail is shown at a clear 2.5 miles to 1 inch scale (1.58 km to 1 cm) and includes the following features:Motorways open with full junction detail, motorways under construction and proposed, service areas, primary routes and destinations, A & B roads, selected minor roads, gradients 1:5 and steeper, tolls, mileages, county boundaries, spot heights and hill shadingSelected fuel stationsNational Park boundariesSelected places of interest, tourist information centres and golf coursesAlso included are 21 city, town, airport or port plans for Brighton & Hove, Canterbury, Dover, Eastbourne, Folkestone, Guildford, London, Medway Towns, Milton Keynes, Oxford, Portsmouth, Reading. Southampton, Winchester, Windsor, London Gatwick Airport, L

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Book Synopsis60 Tantalisingly Tropical Cocktails!Rum is on the rise as one of the fastest-growing spirits in the drinks market; the variety of the rums you can buy is growing in number, so much so that you can now find Cachaça, British and even French Caribbean rum, all with deliciously different notes.Known to be one of the sweeter spirits, it is revered in tried-and-tested cocktail classics such as the Mojito, Daiquiri, Pina Colada, and Dark 'n' Stormy, as well as in creative new twists like the Flaming Dr Pepper, Golden Wave and Hot Buttered Rum. And of course some rum punch sharers for those sunny summer gatherings!Here, in one fabulous collection of fruity, smooth and fun recipes, you'll find all the cocktails you need to get that rum cocktail fix!

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Book Synopsis“Brilliantly audacious…written with the profundity of a sage baller and the acuity of a seasoned journalist.”—Kiese Laymon, New York Times bestselling author of Heavy An award-winning journalist''s behind-the-scenes account from the epicenter of sports, social justice, and coronavirus, Can''t Knock the Hustle is a lasting chronicle of the historic 2019-2020 NBA season, by way of the notorious Brooklyn Nets and basketball''s renaissance as a cultural force beyond the game.The Nets were already the most intriguing startup in the NBA: a team of influencers, entrepreneurs and activists, starring the controversial Kevin Durant and Kyrie Irving. But this dynasty-in-the-making got disrupted by the unforeseen. One tweet launched an international scandal, pitting the team''s Chinese owner and the league''s commissioner against its players and LeBron James. The sudden death of Kobe Bryant,

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Book SynopsisNow in its seventh edition, Principles of Services Marketing has been revised and updated throughout toreflect the most recent developments in this fast-moving and exciting sector. With a stronger emphasis onemerging and global economies, itâs been restructured to give clearer focus on key issues of efficiency,accessibility and customer experience. This authoritative text develops an indispensable framework forunderstanding services, their effective marketing and how this drives value creation. Key Features âOpening vignettes introduce a chapterâs key themes with short examples that present topics in familiar, everyday scenarios students can relate to âLonger case studies feature well-known companies and provide an opportunity to analyse real-life scenarios and apply understanding ââIn Practiceâ vignettes drawn from services organizations from around the world and how services are delivered and experienced by customers ââThinking Around the Subjectâ boxTable of Contents1. What is services marketing? 2. Services systems 3. Managing the customer experience 4. Making services accessible to consumers 5. Relationships, partnerships and networks 6. Understanding services buyer behavior 7. Innovation and new service development 8. Developing service brands 9. Service quality 10. Engaging employees in service delivery 11. The pricing of services 12. Yield management: matching capacity with demand 13. Managing communications 14. Globalized services marketing

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