MAKING YOU SAY WOW
THE RITZ-CARLTON
When you hear the appoint The Ritz-Carlton Hotels, what words come to mind? Luxurious? Elegant? nominal? Way beyond my budget? Three words that the follow hopes come to mind argon exemplary customer service. Ritz-Carlton is attached to treating its guests like royalty. It has one of the most distinctive corporate cultures in the hotel industry and employees are referred to as OUR LADIES AND GENTLEMEN. Its motto is printed on a card that employees carry with them: WE ARE LADIES AND GENTLEMEN SERVING LADIES AND GENTLEMEN. And these ladies and gentlemen of the Ritz have been skilful in very precise standards and specifications for treating customers. These standards were established more than a century ago by founders Caesar Ritz and August Escoffier.
Ritz employees are continually schooled in company lore and company determine. Every twenty-four hour period a 15 minute lineup sessions at each hotel property, managers reinforce company values and review service techniques. And these values are the basis for all employee training and rewards. Nothing is left-hand(a) to chance when it comes to provide exemplary customer service. People feeling for a job at Ritz are tested both for cultural fit and for qualities associated with a deep passion to serve.
A company executive says, THE SMILE HAS TO COME NATURALLY. Although staff members are expected to be warm and caring, their behavior towards guests had been extremely fine and scripted. That is why a new customer service doctrine implemented in mid 2006 was so much variant from what the Ritz had been doing.
The companys new approach is almost the reverse gear from what the company had been doing: DO NOT TELL EMPLOYEES HOW TO MAKE GUESTS HAPPY. instantaneously they are expected to think and find out themselves. accord to Diana Oreck, Vice President, WE MOVED AWAY FROM THAT HEAVILY PRESCRIPTIVE, SCRIPTED snuggle AND TOWARD MANAGING TO OUTCOMES. The outcome didnt change, though. The...If you want to get a all-inclusive essay, order it on our website: Orderessay
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