Experiencing World Class Service Excellence
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broken and there was no way to secure the suitcase. The guest was due to leave shortly and there was no time to go to the mall to buy a replacement. Shortly after Enrique went off duty but he continued to be concerned about the guest. He went home, took a suitcase he had recently bought for a holiday from his wardrobe and returned immediately to the hotel to give it to the guest.
Source: Ritz Carlton Presentation
Federal Express
Format of Visit
Evening visit to Memphis SuperHub
Half Day Workshop
Presenters:
Myron Bowery: Manager Corporate Communications
Kathy Bergeson: Quality Process Manager
Location: Peabody Hotel Memphis
Context
Founded in 1971 at the age of 27 by Fred W Smith ex US Marines Corp who flew 230 combat missions in Vietnam and based on a paper on logistics
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