What will you learn in the “Upgrade to Hospitality Excellence” course?
Upgrade to Hospitality Excellence is a management novel set at Hotel Taknara, a fictional resort on Tenerife. Through the story of the team leading this hotel through a radical Lean transformation, you’ll learn how Lean principles are applied in the day-to-day reality of the hospitality industry: from the front desk and the kitchen to housekeeping, the spa, and the shops.
The authors demonstrate how value stream mapping, visual management, standard operating procedures, and continuous improvement work in an environment where the customer (the guest) is the focus and processes vary greatly due to seasonal pressures, staff turnover, and unexpected situations. They show that less effort and less waste go hand in hand with greater guest satisfaction—not at the expense of one another.
The book offers practical Lean insights that can be directly applied in hospitality settings, and follows the familiar format of a management novel: you learn as you read, by following the characters through their struggles and breakthroughs.
Why should I read *Upgrade to Hospitality Excellence*?
Most Lean books focus on manufacturing, healthcare, or the service industry in a broad sense. Hospitality (hotels, restaurants, cafes, resorts, spas) is rarely taken seriously as a domain for Lean application. This is unjustified: the sector struggles with high labor costs, inconsistent quality, and pressure on margins, while at the same time possessing all the characteristics of an environment where Lean principles can have a direct impact.
This book fills that gap. The authors draw on years of experience with Lean in the service industry and apply that knowledge to the specific context of hotels and restaurants. The result is a book that is both accessible and substantively strong, offering hospitality professionals a concrete and inspiring path to better processes and satisfied guests.
Who is *Upgrade to Hospitality Excellence* intended for?
- Managers, directors, and owners of hotels, restaurants, cafés, resorts, and other hospitality businesses
- Lean practitioners and coaches who work or wish to work in the service sector
- Operations and quality managers in the hospitality industry who are looking for a structured approach to improvement
- Anyone who enjoys the management novel format and wants to gain an understanding of Lean in a new context
What do fellow writers think of this book?
“The authors have written a clear and engaging introduction to Lean thinking and practice in the hospitality sector. They apply what they have learned over many years in service industries to the world of hotels, restaurants, and personal services—areas often considered beyond the scope of Lean management.” — Jim Womack, founder of the Lean Enterprise Institute and co-author of Lean Thinking
“Upgrade to Hospitality Excellence demonstrates that Lean works wherever people collaborate to create value for a customer. This book is a valuable addition to the Lean literature.” — Dan Jones, co-author of Lean Thinking and The Machine That Changed the World
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