MGMT 1040 Chapter Notes -Peter Drucker, Marriott International
23 Nov 2014
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At any level, in any business excellent service is always an important factor for the success of said business, according to peter drucker (1979), the business of business is getting and keeping customers. Great service goes hand in hand with keeping customers happy and keeping customers happy keeps customers. There"s also a motto that the company adheres to that carries the great service further, we are. Ladies and gentlemen serving ladies and gentlemen. this isn"t just a motto but part of the vocabulary of the employees by addressing the guests of the hotel as ladies and gentlemen. Given what is expected of the hotel, excellent/quality service is important to the customer and should be equally important to the company, since the company or business depends on the customers to make profit and stay open. Guests staying at ritz-carlton hotels have often found the name synonymous with fine and sometimes extravagant, hotel experiences for decades.
