Leading the Customer Experience: Inspirational Service Leadership by Ms Sarah Cook

Author:Ms Sarah Cook [Cook, Ms Sarah]
Language: eng
Format: azw3
Publisher: Ashgate Publishing Ltd
Published: 2015-09-27T16:00:00+00:00

RITZ CARLTON HOTELS

The Ritz-Carlton Hotel Company operates five-star resorts and luxury hotels worldwide an independently operated division of Marriott International. The hotel chain was established in 1983 with the purchase of The Ritz-Carlton, Boston and the rights to the name Ritz-Carlton. The management company has grown from 1 hotel to 79 hotels worldwide. Ritz Carlton has 38,000 employees. The first Ritz-Carlton in Boston set the standards of service, dining and facilities as a benchmark for all Ritz-Carlton hotels and resorts worldwide. President and COO Horst Schulze’s strong conviction of customer loyalty and emphasis on a value/mission-driven philosophy is summed up in the statement ‘We are ladies and gentlemen serving ladies and gentlemen’.

It’s consistently high standards of service are achieved by a thorough induction programme. There is a six-hour follow-up to orientation, termed Day 21, which takes place about three weeks after the new employee’s start date. The General Manager conducts the first hour, soliciting feedback about the new employee’s experience to date. The GM asks, ‘How is it going? What did we miss? Are there issues we need to discuss or explain?’

Top performers in each of the hotel’s 35 departments are drafted to be coaches/trainers in their areas of expertise. The Ritz-Carlton Line-up is the system-wide 15-minute gathering of employees every morning in their departments. The Line-up schedule is standard throughout the company; five minutes discussing what is happening at the corporate level, another five minutes talking about their hotel events and gatherings of the day and week and important guests arriving, and finally five minutes reviewing one of the Gold Standards 20 Basics. The Line-up is the company’s most important tool in maintaining their superior service standards.

Each Ritz-Carlton employee has a card containing the twenty ‘basics’ and the mantra ‘we are ladies and gentlemen serving ladies and gentlemen’.

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