Daily Archives August 14, 2013

If you are a hotel and providing fresh cookes . . . is that enough? In Pursuit of Hotel "Je Ne Sais Quoi" (the special something that guests are looking for)

I pulled into the Ritz Carlton only to have my car descended upon by a crack team of Bell Captains.  By the time I was walking down the hall to my room I had been accosted by at least 8 trained professionals who all had the mad plot of making my customer experience “needle” pin against the “wow” part of the scale. It took me the rest of my three day stay to figure out how they provided an off the chart guest experience.  I thought I would discover some secret technology that allowed them to communicate between themselves about
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