Acknowledgments
I have always found this section of a book the hardest to write. Not because I lack gratitude, but because I can never find the words to fully express my appreciation. Worse yet, invariably there will be countless numbers of people who contributed to this book who will go unrecognized. So let me start broadly by thanking all the Ladies and Gentlemen of the Ritz-Carlton for delivering an experience that cannot be rivaled and for creating a company that had a book living inside of it, waiting for someone to come along and share their story.
One of the greatest moments in the journey to The New Gold Standard occurred when a vivacious Vivian Deuschl, vice president of public relations, at the Ritz-Carlton, returned a call I had placed ...
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