“People liked to be served… but invisibly.”

- César Ritz

photo credit: jiazi via photopin cc

I’ve been reading about the guiding principles of Ritz-Carlton in “The New Gold Standard:  5 Leadership Principles for Creating Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company” written by Joseph Mitchelli.

Even though César Ritz’s own hotel ventures were short lived, he is credited with influencing luxury hotel design and service standards that persist to this day.