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Ritz Carlton

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Select. Develop. Engage. These words are at the heart of Ritz-Carlton’s three people processes which result in a powerful, positive workplace culture where team members are inspired to create memorable experiences for hotel guests. Client delight begins with engaged Ladies and Gentlemen, what Ritz-Carlton calls its employees. Today, we turn to how Ritz-Carlton engages it’s Ladies and Gentlemen. Strategy #1: The “Daily Line-Up.” The Daily Line-Up occurs in every day in every department of every Ritz-Carlton hotel around…

This week we are exploring “the system behind the smiles”: three key “people processes” Ritz-Carlton uses to create world-class guest experiences.  These best practices were shared by Ritz-Carlton as part of a six-hour virtual training I had the privilege of attending earlier this year.  1: Happy clients are the foundation of all successful companies. Happy clients buy more and tell their friends. Happy clients = Happy company. But Ritz-Carlton understands memorable customer experiences which lead to “happy clients” will…

1: How does Ritz-Carlton consistently deliver world-class customer service across more than 100 luxury properties and more than 40,000 staffers? How does the firm “operationalize” its motto of “Ladies and gentlemen serving ladies and gentlemen”? Earlier this year I had the privilege of participating in a six-hour virtual training during which two answers became apparent. Number one: “Employee engagement ties to client engagement.” The hotel believes that memorable customer service does not happen without highly engaged, empowered Ritz-Carlton staffers. …

How does one of the world’s great brands deliver consistently memorable customer service? As we would imagine, there is nothing haphazard about their approach. They are intentional. Deliberate. Specific. It begins with the Ritz-Carlton motto: “We are ladies and gentlemen serving ladies and gentlemen.” Like all great catch phrases, the Ritz-Carlton motto is memorable. It communicates exactly what makes Ritz-Carlton unique. Next up is the Ritz-Carlton Credo which was introduced in 1985, shortly after the legendary hotel brand was…

At Ritz Carlton, they differentiate between three levels of service. There is the minimum level, essentially giving the guest what is expected. There is a second level where the guest has a request and the request is fulfilled. Then, there is the third level of service where the goal is customer delight.  This isn’t “customer service,” but a “memorable customer experience.”  Something unexpected.  Something that will be remembered.  This goal was repeatedly emphasized in the virtual class I took…

“Why do customers leave?” is part of the research conducted by the American Society for Quality. 9 percent choose to go with a competitor. 10 percent leave for logistical reasons (move, death, etc.). Another 14 percent depart because of product or service dissatisfaction. What is by far the biggest reason that clients leave us, scoring 67 percent? An attitude of indifference on the part of a company employee or team member. Each client-facing person in…