Where is the oldest hotel in the world? What is the name of the largest cruise in the world? Before I read this book, I didn’t know much about the hotel industry, but now I can answer these questions. The oldest hotel is in Jerusalem, Jesus Christ was born there, another antique hotel that still exists is in Pompeii. The largest cruise in the world is Marina’s. Other than these, there are many experiences of the writer managing different hotels. From her experiences, I’ve learnt how to solve problems and how to deal with guests.

The case that impressed me the most will be, a man leaving his wallet in the hotel. A kind-hearted staff phoned the man’s wife to get his wallet back. However, the man was doing something that he cannot let his wife know. This act of the staff unintentionally told the man’s secret to his wife and the truth made his wife very angry. Therefore, it is very important to keep privacy of the guests. We need to keep the things the guests lost and wait for the guests to came and take them back, but not trying to call the guests.

In THS lessons, I’ve learnt how to provide effective customers service to customers e.g. listening to customers and help them solve problems, understanding their point of view, being honest with ourselves to make every attempt to provide good services, etc. And in this book, I found that there are some points we should also notice when serving our guests.

Firstly, we should choose a suitable title to greet our guests. Use ‘Sir’, ‘Madam’ to greet them if we don’t know how to pronounce their surname. Use ‘Ms.’ instead of ‘Miss’ and ‘Mrs.’

Secondly, we should not touch our guests, especially when we meet lovely children, we can only give a smile to them. We shouldn’t give them sweets or snacks.

Thirdly, we should not ask the guests too private problems e.g. age, occupation, income, etc.

Fourthly, when cleaning and tidying the room, we must not touch and use their belongings, or to open the drawers, we should keep the door open.

Fifthly, different countries and nations have different taboos, e.g. Western countries think 666 is an evil number; Indians think that head is sacrosanct, we shouldn’t touch their heads.

In conclusion, the center of the model is still our customers, we want to have satisfied customers and workers. Leaders have to be prepared and sensible with new challenges and sudden changes, and keep on improving the services.