Foreword

The answer is yes; . . . now what is the question?

OVERHEARD IN THE CORRIDORS OFA RITZ-CARLTON HOTEL

When I took on the job of president of The Ritz-Carlton Hotel Company, my first priority was to visit with, and personally talk to, many of the Ladies and Gentlemen who work at our hotels and resorts around the world. While seeking to encourage hotel managers to be highly effective leaders, the people I most wanted to reach out to—and thank—were those who wash the laundry, deliver the room service, maintain the boilers, and clean the guest rooms. Without them, we would not be the award-winning hotel company that we are—a company that is consistently recognized for service excellence and unmatched quality and that is now the subject of ...

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