Series on Customer Centricity: Ritz-Carlton Helps with Joshie’s Extended Vacation

Hospitality companies are famed for their high standards of service excellence towards their guests. In fact some of them have almost legendary reputation for service, but one has to wonder: Do they really live up to the hype? Read on to see how a well-known hotel chain ensured that even their smallest customer felt the warmth of their customer-centric initiatives.



The story of Joshie the giraffe certainly presents a compelling case for “yes!” In case you’ve never come across this fantastic tale, the story begins when customer Chris Hurn’s son left his favorite stuffed giraffe, “Joshie,” in their hotel room after a recent stay.


Mr. Hurn assured his distraught son that Joshie was just staying a few extra days on vacation. He then called the staff at the Ritz and relayed the story he had told his son. In an all-star effort to make everything right for their customer, the staff at the Ritz created a series of photographs that included all of the activities Joshie had been involved in during his “extended vacation.”


First things first: They knew Joshie couldn’t just be aimlessly wandering around the Ritz without a staff card … so they made him one! After that, Joshie headed over to the pool area to relax. Not one to sit around and do nothing, Joshie helped out in the loss prevention department.


Joshie then decided to melt away some stress with a spa day. To top it all off, the Ritz sent Hurn and his son a booklet filled with information about Joshie’s stay as well as a host of pictures showing what a good time he’d had. What a story!