What if a forgotten stuffed giraffe became the VIP guest at one of the world’s most luxurious hotels?
The Ritz-Carlton in Florida, part of the globally renowned Ritz-Carlton Hotel Company which was founded in 1983 by Horst Schulze and Jorge Plasencia in the United States, is famous for its motto: Ladies and Gentlemen serving Ladies and Gentlemen.
This philosophy encourages staff to anticipate their guests needs and create memorable experiences. The story about Joshie the giraffe it is a perfect example of how they turns small gestures to unforgettable and memorable touchpoints.
Joshie the giraffe was accidentally left behind by a little boy at their hotel in Florida, Ritz-Carlton, Amelia Island.
Unable to sleep without it, his parents told him Joshie was enjoying an “extra vacation” at the hotel.
When they contacted the staff to let them know about Joshie, the team came up with a brilliant idea to make a forgotten toy into a memorable experience for the little boy and their family.
Instead of just returning the toy, they sent to the family photos of Josh enjoying a spa day, lounging by the pool and even helping the hotel staff, turning a forgotten toy into a true VIP guest.
That’s how you make a touchpoint, a memorable experience that the guests will never forget, it was a simple idea, but for the family, it became one of the most joyful and memorable moments they will always cherish.
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Luisa Fernanda Raigozo Rey