As a hospitality professional, what is one book you would recommend to colleagues in hotels and resorts, and how has it influenced your understanding or approach to the industry?

I'd recommend reading "The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets" by Micah Solomon. This book is an amazing collection of strategies and secrets from some of the industry's most successful leaders, including the brains behind Virgin Hotel brands and Ritz-Carlton. What I found particularly impactful about this book was its emphasis on customer service trends and how small, measured steps can significantly impact a business's success. Different types of customer experiences are examined, and there's a deep dive into hiring and training processes too. I've personally drawn considerable wisdom from this book, enjoyed learning through the anecdotes and stories presenting real-world problems and solutions within our industry. It's one of my favorite book which gave me a deeper understanding of the hospitality sector and has helped shape my approach when working with hospitality clients.