At the Grand Hotel National, Ritz had come to realise the fundamental importance of cooking in the hotel business. While there, he had adopted a system which he never quite abandoned in later years. When it was impossible to give a client the accommodations he desired or if for any other reason a client seemed dissatisfied, Ritz would see to it that an especially good meal was provided for the disgruntled one who, invariably, over his coffee and cigar would see things differently, become good humoured and tolerant. It was also found to be a good plan to adopt with newly arrived visitors or with guests about to take their departure. First and last impressions are so important (Marie Louise Ritz, Cesar Ritz: Host to the World, pp. 104-5).

He had adopted a system – intentional design. A system of service recovery back in 1877-80. He was also intimately familiar with the idea of a guest journey, deciding to focus on key touch points – the beginning and the end of an experience.