This book would not have been possible without the contribution of a great many people. Thanks to all the hoteliers who have knowingly and sometimes unwittingly provided inspiration through their dedication and commitment to achieving excellence in hospitality. Thanks to family and friends who supported me as I tried to produce something which would be of value to industry professionals. Particular mention goes to Dr Tony Lenehan for his constant willingness to share his expertise and for all his help and support over the years. Thanks also to Denis Tucker, Tom Conneely and Peter Hutcheson – true believers in excellence – for their guidance. Finally, to Giles Lewis and Nikki Read at How to Books, thank you for helping to bring this book to fruition.