Service Cues & Cultures: Puttin' on the Ritz - Alec N. Dalton
As the case study for today's article, let's look at the The Ritz-Carlton the world and be able to experience a consistent standard of service. Free Essay: Quality Management at the Ritz-Carlton Hotel The only The Ritz- Carlton abides by “Gold Standards:” The Credo, The Motto, The Customer Relationship Management are operational and analytical CRM. Our Gold Standards are the foundation of The Ritz-Carlton Hotel Company, L.L.C. I build strong relationships and create Ritz-Carlton guests for life. The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is .
The goal is to design behavioral standards for each area. You should look at: How you communicate with customers in person, by phone, and by email How you communicate with everyone else on the team How you handle the issue when there is a problem This, by the way, is how Ritz-Carlton can have 91 hotels worldwide and consistently deliver superb service.
Make sure everyone is at the table. When you have the meeting to create standards, it is important to have people at the table from each functional area. First, you get different perspectives and ideas. Second, you get much better buy-in because they are part of it. They get to contribute.
How the Ritz-Carlton Delivers Exceptional Customer Service
Make sure the standards meet one of these three criteria. The standards must be measurable, tangible, or observable. For example, a standard can be that you always answer the phone by the third ring. This is an example of a measurable standard.
You will notice Ritz-Carlton's standards all meet one of the three criteria. You can't hold people accountable unless you have criteria. Excellent service is not about attitude--it is about behavior.
That's how world-class organizations like Disney and Zappos ensure super service every time. Once the standards are in writing and the team is happy with them, they need to be communicated to everyone in your organization through meetings and emails.
Make sure all managers meet with their teams to talk about them. Explain why behavioral standards are being rolled out and the positive impact it will have on everyone and the business. Design incentives and rewards. You need to reward people for meeting and exceeding the standards.
What incentives can you put in place? Compliments, small rewards such as gift cards, and public company recognition can all go a long way. Long term, raises and performance reviews can reinforce the standards. In addition to rewards, you also have to design consequences for when people don't meet the standards.
These could include verbal feedback from their manager and formal discipline such as being written up, probation, or termination.
I recommend managers spend much more time focusing on the positive reinforcement. Your business can be the Ritz-Carlton of your industry. Few organizations are as synonymous with exceptional service and experience leadership as this Marriott International subsidiary. With 87 hotels in 29 countries and growingThe Ritz-Carlton leads the hotel industry with an unparalleled service standard.
In the enduring battle for guest loyalty, The Ritz-Carlton reminds us that experiential moments drive business in the modern hotel industry.
Ritz Carlton: The Case for Service
Specifically, these Gold Standards consist of six key elements: The Ritz-Carlton is a place where the genuine care and comfort of our guests is our highest mission. We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambience. The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.
The Credo outlines the service value proposition of The Ritz-Carlton organization: While easy to recite, the company literally puts its money where its mouth is by simplifying employee initiative along the frontlines of guest interaction: The company maintains an enormous archive of these stories, which speak volumes to the dedication of the Ladies and Gentlemen creating goodwill and value through strong service and enlivenment of the Credo.
The Motto At The Ritz-Carlton, there is perhaps no clearer recognition of the fact that experiences are co-produced by service agents and guests alike than can be found in the Motto: We are Ladies and Gentlemen serving Ladies and Gentlemen.
This simple expression speaks to the reality that employees and guests are to be treated as equals and that only together are genuine experiences created and memories made.
The Motto also holds significance for support staff out of direct touch with the front lines of service, in the sense that the back-of-house teams i. A warm and sincere greeting. Anticipation and fulfillment of each guest's needs. Give a warm good-bye and use the guest's name.How YOU Can Service Clients Like the Ritz-Carlton - - Ep 20 Vol 1
Instead, they remind the Ladies and Gentlemen to acknowledge guests as individuals with unique wants and needs requiring satisfaction.
Only through the consistent delivery of exceptional services - by way of the Three Steps of Service - is that scorecard of success feasible. The Service Values While the Three Steps of Service provide a structure for service interactions, the twelve Service Values serve as the terms and conditions by which those interactions are governed: I build strong relationships and create Ritz-Carlton guests for life. I am always responsive to the expressed and unexpressed wishes and needs of our guests.
I am empowered to create unique, memorable and personal experiences for our guests.
How the Ritz-Carlton Delivers Exceptional Customer Service | Stephen Blandino
I continuously seek opportunities to innovate and improve The Ritz-Carlton experience. I own and immediately resolve guest problems. I create a work environment of teamwork and lateral service so that the needs of our guests and each other are met. I have the opportunity to continuously learn and grow.