"Serve Like a Gentleman or a Lady: The Service Philosophy of the Founder of Ritz-Carlton"

Horst Schultz is one of the most respected, innovative and successful hoteliers in the world. His customer service model has revolutionized the hotel industry and set a benchmark for the industry. In this book, he interweaves his personal story with the pragmatic wisdom he has accumulated over many years of business leadership. We can not only get the secrets of high-end customer service, but also find a way to "have both" work results and interpersonal relationships.

Translator’s Preface

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As the founder of the world-famous Ritz-Carlton Group, Horst Schulz is undoubtedly a leader in the current hotel industry and even the entire service industry. Horst's personal experience is legendary, and his achievements in the business world are even more brilliant. Horst uses approachable language to tell his decades of career and life experience, completing this almost autobiographical hotel industry treasure book. The main text of the book is divided into three parts, which elaborate on his service values ​​and management philosophy in detail from the aspects of customer service, employee motivation and leadership construction. In this book, Horst condenses his lifelong management experience and presents readers with a detailed business secret book. This book incorporates many of Horst's personal experiences, uses stories to tell the truth, and introduces the two major themes of "What is excellence" and "How to achieve excellence". People feel no sense of distance when reading it, just like listening to a persuasive elder telling what he has seen and heard. This translation is the first Chinese translation. The translator hopes to use easy-to-understand, concise and appropriate language to convey the author's ideas and views in the book, and to retain the original style and style to the greatest extent.

One of Horst's language characteristics is simplicity and succinctness. In this book, many viewpoints are summarized in just one sentence, such as the summary of the "three major universal needs" and the classification and definition of the "three types of customers". Although such summary sentences are short, they can help readers to understand the author's intentions in a concise manner when reading. In addition, Horst also directly quoted many of the rules and regulations he formulated in hotel operations in the book (such as the employee service guidelines of Capella Hotel), which can allow readers to more intuitively understand the benchmark of today's service industry.

At the beginning of the book, Horst explained the definition of "service" in his eyes. In the following chapters, we can also see that the "service" Horst mentioned is actually a broader concept. He believes that every job is actually "serving" a specific object, and the so-called "business" is a collection of interpersonal communication. No one lives in a vacuum. As long as you need to interact with people in your life, as long as there are occasions in your life where you need to interact with people, then the valuable experience and advanced ideas in this book will definitely benefit you. Let yourself have a heart that pursues excellence, and success will never go against you. "

Lu Shiqi

March 2021