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On April 12, 1975, just days before Pol Pot's Khmer Rouge seized control of Phnom Penh, Vincent's father missed a chance to take his family and leave Cambodia on a US Marine Corp helicopter. Had they boarded the chopper, Vincent would not have had to endure four years of brutality and starvation. He and his family somehow survived the genocide, but then found themselves destitute when they returned to the ruined city that was once their home. In 1980, along with his sixty-four-year-old grandmother, Vincent risked his life to cross the landmine-filled Cambodian jungle to reach a refugee...

This book presents techniques that reflect the vast and varied experience of the authors. They have produced an array of highly effective guest satisfaction techniques from which even the most veteran hoteliers can learn and benefit. With this practical, easy-to-use book, there is no need to sift through pages of narratives in order to identify actionable tactics and strategies that can be applied at the property-level. The book presents one unique and actionable customer satisfaction technique on each page a useful feature for busy managers."