In past weeks, we’ve explored Ritz-Carlton’s commitment to delivering “memorable customer service.” RWD, RWD, RWD. This week we will explore “the system behind the smiles”: three key “people processes” Ritz-Carlton uses to create world-class guest experiences. I learned about their approach participating in a virtual training offered by Ritz Carlton called “Best Practices & Foundations of Our Brand.”
1: It begins with onboarding.
All Ritz-Carlton new hires start on the same day.
Before being allowed to do anything in their new role, all Ritz-Carlton new hires must complete an intensive two-day orientation led by senior leadership.
No exceptions. A Ritz-Carlton “non-negotiable.”
2: The objective of the orientation is to introduce new associates to the company, the brand, and their hotel, as well as to Gold Standards and the Ritz-Carlton service excellence culture .
“We set the expectations very high,” we were told during the virtual training. “There is no room for error.”
The orientation includes a presentation by the hotel general manager on the Ritz-Carlton Credo.
Service excellence every day.
3: At the end of the first day, the trainer explains the Ritz-Carlton approach and standards may not be for everyone. They ask: “By a show of hands, does anyone think Ritz-Carlton is not for you?”
For those who stay the expectations are clear.
“Every guest. Every time. Always. With a big smile. And a love for what you do.”
This is what it means to be “Ritz-Carlton proud.”
Reflection: Evaluate my company’s onboarding process. What could we learn from Ritz-Carlton?
Action: Do it.