When we choose a hotel, we first of all pay attention to the architecture of the building and the splendor of the interior. However, coziness and comfort are created through the efforts of the staff. It is these people who determine the atmosphere of your hotel enterprise and, naturally, the opinion that your customers form. The unkempt appearance of the maid or the inattention of the head waiter can nullify all the efforts made, but the manager of any hotel strives to turn it into a “second home” for his guests, a home that they readily recommend to friends and acquaintances and to which they are happy to return yourself. So how to effectively manage hotel staff? How to motivate them to do great work? In your hands is the second edition of the book. Here you will find new methods of testing personnel, as well as practical recommendations for selecting and staffing. Such important issues as staff motivation, the formation of their loyalty and commitment are also considered. This book is intended for everyone involved in the hotel business: hotel owners, managers, as well as personnel department employees.