However, I have to say that after having read, uh.. another book, which I will not name here, that was also informative, it’s contents left the reader with a stale and almost boring time reading it. This one was refreshing in that I could sense Desmond’s passion and enthusiasm for his job.

Far too often in this (what I consider to be a very honorable) field of work, I’m encountering dull, stuffy, boring and almost snobbish individuals. One of my main questions is, does one HAVE to be stiff, uptight and rigid in order to be a professional service individual? In my opinion – NO – absolutely not.

Actually the best service I’ve received was while dining at an exclusive, private club where the lady was warm, caring and yes, still professional. She is the example of what I measure others against. She did all the things I’ve seen butlers do at hotels, but with kindness and surprising sincerity…. and to a -complete- stranger. (not just an immediate employer whom she was being paid to be nice to).

I understand why some of his critics in his very own industry were not overly pleased, he could have left out some of the details that he included. Writing about negative experiences reflects badly on those who are in the service industry, making others question if all service professionals might do that.

Realistically? None of it was anything I hadn’t already heard regarding what one might encounter when working for the upper echelon.

It was very informative as far as what duties might all be involved when taking on such a role. There were a lot more things involved than what I originally thought. It made me admire the people who can do all those things successfully. It’s a lot of multi-tasking, managing, being flexible, adaptable and extremely creative, while always being at your best even in the most trying of situations. That is very admirable of anyone who can pull that off!

I liked seeing what small details he did to ensure the best experiences for his employers and their guests. It’s what I can’t wait to learn about when I do some more studying on the subject.

Most importantly what he says in his last few chapters about employer / employee relationships and conduct is what I appreciated and agreed with emphatically. I’ll quote part of it later if I get a chance.

Overall I think his work was commendable. If it wasn’t he wouldn’t have been hired by the people he had. He described things (I’m guessing) more sugar-coated than what they were and there is a bit of honor in the fact that he said it “to our faces” as opposed to the gossiping that I’m sure go on behind closed doors at many places or situations that provide service.

One last note: In the beginning and middle of the book I was almost in disbelief because he was so ridiculously lucky to have worked for such nice and respectful employers. When he finally did start encountering people who weren’t quite as considerate, then I found it to be a little more realistic.

I’m a little hesitant about reading the next book because I’m almost afraid my my opinion of him will change. Does he devulge too much in “That Girl and Phil”? Hmm… My insatiable curiosity might get the best of me and find me curled up in a corner for hours reading that one too.

In the meantime, I have about seven more books relating to the hospitality industry, waiting for me on my bookstand.

For those same reasons, I’d like to visit the same places too, but with one additional reason – to experience, observe and take in what many successful experts call – the epitome of exemplary service in their hospitality.

With the exception of Canada, I’ve traveled to every state in the U.S. I’m extremely fortunate to have experienced some of THE best cuisine and more importantly – service, from some of the most well-known and also the most unexpected establishments.

As almost all well-traveled tourists know, you can pay a lot and stay at establishments with more stars behind their name than any other, but it certainly doesn’t mean you’ll receive better service. You can also encounter unbelievably professional, courteous, intuitive and friendly service at an off the beaten path mom & pop diner.

More and more often I hear about other countries and how they’ve managed to keep outstanding service one of their highest priorities. How they understand the delicate and important balance of “always monitoring the bottom line” with “going the extra mile” to provide a wonderful experience for their clients.

Innovation and technology help, but some of THE best hotel and restaurant owners know that in order to retain customer loyalty in this highly competitive and ever-changing world of products and services, the intelligent and savvy consumer is going to go where they can get the best quality for what they pay.

I’m not in the same demographic as many of the happy travelers who share my enthusiasm for “the best of the best”. Truth be told I’m what most marketing businesses would call “the average consumer”, but nevertheless am in a never-ending search for one of those “outstanding” experiences and have an insatiable curiosity as to how they accomplished it.

This is what I’ll write about, for awhile anyway, while I go through my journey of learning new tricks of the trade, skills and nuances about a field that has fascinated me since I was very young. Besides , it’s neutral subject that I can probably write freely about and one that virtually everyone experiences