Ritz-Carlton Hotels

Case Application Making you Say shriek (Chapter 3 page 68-69) When you hear the name the Ritz-Carlton Hotels, what words come to your look? Luxury? Elegance? Formal, or maybe even dull and dull? Very expensive? Three words that the caller hopes come to heading atomic number 18 exemplary node service. Ritz-Carlton is committed to treating its guests like royalty. It has very distinguishable corporate cultures in the hotel and lodging industry, and employees are referred to as our ladies and valet. Its motto is printed on a card that employees carry with them We are Ladies and Gentleman serving Ladies and Gentleman. And these ladies and gentleman of the Ritz have been trained in very detailed standards and specifications for treating customers. These standards were established more(prenominal) than a century ago by founders Caesar Ritz and August Escoffier. Ritz employees are continually schooled in company lore and company values. Every day at 15-minute lineup sessions at each hotel propoerty, managers reinforce company values and recap techniques. And these values are the basis for all employee training and rewards. Nothing is left-hand(a) to chance when it comes to providing exemplary customer service.People looking to get a descent in this hotel are tested both for cultural fit and for qualities associated with a real passion to serve customers. A company executive says, The smile has to come naturally. Although staff memebers are judge to be secure and caring, their behaviour towards guests had been extremely detailed and scripted. That is why a sensitive customer service philosophy implemented in mid-2006 was so different from what the Ritz had been doing earlier 2006. The Companys new approach is almost the opposite from what the company had been doing till 2006.Do not tell employees how to make guests happy. Now they are expected to figure it out. Says Diana Oreck, vice president, We moved away from the heavily prescriptive, scripted ap pproach and toward managing to issuances. The outcome didnt change, though. The goal is still a happy guest whos really happy and delighted by the service received. Howevery, under the new approach, staff members interactions with guests are more natural, relaxed, rather than sounding like they are reading lines from a book.