Doug Lansky
Ritz-Carlton founder Horst Schulze literally wrote the book on delivering excellent service. If you're interested, the book is called "Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise."
Hear from the man himself in this short but insightful interview about some of the key factors to consider for anyone working in hospitality: everything from adopting the right mindset to developing trust through a warm welcome.