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| Author: | Hemp, P. |
| Title: | My week as a room-service waiter at the Ritz |
| Journal: | Harvard Business Review
2002 : JUN, VOL. 80:6, p. 50-62 |
| Index terms: | Hotel and catering industry Tourism Work Training Service Companies USA |
| Language: | eng |
| Abstract: | Managers love to talk about delighting their customers. A lot can be learned from closely observing a business committed to excellent customer service, and even more can be learned from actually trying to provide that service. A tale of spending a week being trained and then working as a room-service waiter at Ritz-Carlton's Boston Common hotel is presented. Though sometimes humbling, it offers lessons that managers in any service business might use to improve employee-customer interactions. |
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