Ritz-Carlton is known worldwide as a leader in customer service. Its quaintly old-fashioned credo is 'we are ladies and gentleman serving ladies and gentlemen'. But how does this translate to a remote island in the South China Sea? This article just published in Hotel Business Review looks at the Ritz-Carlton Sanya on Hainan Island and focuses on General Manager Michel Goget’s efforts to keep the hotel at the number one position on the island. Training is key, but the hotel’s policy is to do considerable groundwork before the guests’ arrival – even to the extent of providing a ‘romanceologist’ to orchestrate romantic evenings, proposals and engagements to create the perfect environment for couples.
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