Ritz-Carlton Hotels

Case Application Making you Say Wow (Chapter 3 page 68-69) When you hear the name the Ritz-Carlton Hotels, what words come to your encephalon? Luxury? Elegance? Formal, or peradventure even dull and boring? Very expensive? Three words that the company hopes come to mind be exemplary customer service. Ritz-Carlton is committed to treating its guests like royalty. It has very different corporate cultures in the hotel and housing industry, and employees are referred to as our ladies and gentleman. Its motto is printed on a card that employees carry with them We are Ladies and Gentleman religious service 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 than a coke ago by founders Caesar Ritz and August Escoffier. Ritz employees are continually schooled in company lore and company determine. each day at 15-minute lineup sessions at each ho tel propoerty, managers reinforce company values and review techniques. And these values are the basis for all employee training and rewards. Nothing is left to chance when it comes to providing exemplary customer service.People spirit to get a job 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 rung memebers are expected to be warm and caring, their behaviour towards guests had been extremely detailed and scripted. That is why a crude customer service philosophy implemented in mid-2006 was so different from what the Ritz had been doing before 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. nowadays they are expected to figure it out. Says Diana Oreck, vice president, We moved away from the heavily prescriptive, scripted appproach and toward man aging to outcomes. 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.