Setting the Table by Danny Myer / Be Our Guest / The Customer Rules by Lee Cockerell / Front of the House by Jeff Benjamin. We have so many exciting things happening at the Inn right now in terms of expansion-- we've added a new nearly full-time employee, we put a new metal roof on the motel, we're finishing up the barn renovation-- all in time for the beginning of high season and so, I wanted to make sure that our service stays even more stellar than our physical property.
I read Setting The Table when I first started dreaming about opening a hotel of my own, and it was absolutely worth a reread. It all felt so theoretical the first time around, and now, almost five years in (!!!!!) I can finally relate to it specifically with my own experiences of when we've gone above and beyond for a guest or when we'd fallen short, what it's like hiring and managing people... I will forever be a fan of his idea that no matter how badly an interaction with a guest begins, you get to write the last chapter of that story. And that in fact, the stories that begin the worst are often the ones that folks will go on to tell their friends, so you better deliver a great ending!
Be Our Guest and The Customer Rules are both of the Walt Disney hospitality training family. Walt was not only a rad storyteller and visual artist, he was also an epic host who was so, SO good at building a world for guests using all of their senses to delight them. Some of it was kinda crazy corporate and conservative (women had to wear pantyhose until 2010??) but I definitely learned a thing or two. I like their phrase, "Everything speaks". Aka, every little detail of your space-- from the smell of the hand soap to the feel of the carpet under your shoes to the conditions of the baseboards-- all tell your guests something about your place, so make sure it's all saying what it you want it to.
Front of the House was more restaurant specific but helpful nonetheless because we are trying to bring it up a notch in our little bar. All in all this book made me mostly grateful that we didn't open a restaurant, haha!