1. Service : The Essence 2. Recruitment & Training : The 3 H's 3. Leadership : In-between the first and last responsibility 4. Delivering Outstanding Service: What you make others see 5. Longevity, Consistency & Improvement : The habit of excellence
Chris Parker is Principal Lecturer in Sport & Leisure Management at Nottingham Trent University and a business/management consultant specialising in communication and influencing skills. Author of 'Five Essential Ingredients for Business Success: Stories & Lessons From Three Of The UK's Greatest Restaurants', also published by Urbane Publications, Chris works in many countries providing Communications, Customer Service, Leadership and Creativity training for a wide range of clients.
'Diego is the Master of Service! If you want to know what Service is all about read this book!' - Silvano Giraldin 'They don't award Michelin stars for service, nor for maitre d's,but they should. Diego stands alone, worthy of not a mere three stars, but a constellation.' - Sir Terry Wogan 'When I think of the warmest welcome, the best service, the pinnacle of hospitality, I think of Diego Masciaga. I thoroughly recommend his book to all students of hospitality and indeed anyone involved in service.' - Alistair Storey, Chairman of hospitality business WSH 'Diego is not working to a script but relying instead on an intuitive definition of what service should be. A remarkable man and a remarkable story to tell.' - Sir Michael Parkinson 'He is the "THE GENERAL" when it comes to Customer Service. No one, anywhere does it better than Diego.' - Peter Jones, Dragon's Den