X-Cellent Guest Service: What Every Hotel Should Know About Serving Generation X

Ready or not, Generation X is fast becoming the dominant customer base for the hotel industry. Do you know the Gen X personality? Are you prepared for the Gen X quirks? This book covers the traits and travel preferences of Generation X. Learn what they look for when selecting a hotel, learn how to treat them, and learn what will bring them back to your hotel again and again.

Will Maguire has over 20 years of experience working in the hospitality industry, from dish-washer to hotel general manager. He has had success at every stage of his career, most notably in the service side of the industry. Will has taken a major national brand hotel from the mid 50% to the top 5% in brand service rankings. His benchmark for success is staff training and providing a service culture based on his number one service rule; Do whatever it takes to make the guest happy.