Presentation Transcript
Slide1: Laura Gutierrez
Director of Human Resources
Slide2: Credo
Motto
Three Steps of Service
Ritz-Carlton Basics
Employee Promise
Slide3: Credo The Ritz-Carlton Hotel 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 ambiance.
The Ritz-Carlton experience enlivens the senses, instills well-being and fulfills even the unexpressed wishes and needs of our guests.
Slide4: The Motto applies as much to the employee’s interaction with one another as it does to our interaction with our guests. Motto We are Ladies and Gentlemen, serving
Ladies and Gentlemen!
Three Steps of Service: Three Steps of Service Step One
A Warm and Sincere Greeting.
Use the guest name, if and when possible.
Step Two
Anticipation and Compliance with guest needs.
Step Three
Fond Farewell.
Give them a warm good-bye and use their names, if and when possible.
Slide6: Describe our
basic standards
our problem solving processes
grooming
housekeeping
safety and efficiency standards.
Create consistency throughout all of our Ritz-Carlton Hotels around the world
Ensure that we meet our customer service standards and expectations. Twenty Basics
Slide7: Employee Promise At The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests.
By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company.
The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled and The Ritz-Carlton Mystique is strengthened.
Slide8: Leadership Communication Daily Lineup
Commitment to Quality
Annual Meetings by Discipline
Conference Calls
Slide9: Employee Involvement and Decision Making Basic #10
Each employee is empowered. For example, when a guest has a problem or needs something special, you should break away from your regular duties to address and resolve the issue.
Basic #13
Never lose a guest. Instant guest pacification is the responsibility of every employee. Whoever receives a complaint will own it, resolve it to the guest’s satisfaction and record it.
Slide10: Selecting rather than hiring Talent and Talent +
Fit
Recruiting
Retention
Bottom Line
If you get the right people in the right roles in your organization, you will absolutely increase the odds of retaining them
Slide11: Orientation Significant Emotional Event Explain your organization Ask them to join Day 21
Day 365
Annual Certification
Training, Training, Training
Slide12: Words of encouragement fan the spark of genius into the flame of achievement.
Slide13: Providing Recognition Rewards should match your employees
needs and wants
ASK
Universal Rewards
Think out of the box
Caution:
If an employee expects it, it may no longer be viewed as a
reward
One’s philosophy is not best expressed in words; it’s expressed in the choices one makes. In the long run, we shape our lives and we shape ourselves. The process never ends. And the choices we make are ultimately our responsibility. : One’s philosophy is not best expressed in words; it’s expressed in the choices one makes. In the long run, we shape our lives and we shape ourselves. The process never ends. And the choices we make are ultimately our responsibility. --Eleanor Roosevelt
Slide15: If you put good people in bad systems you get
bad results. --Stephen Covey
Slide16: Company Culture Gold Standards
The Credo
Motto
20 Basics
3 Steps of Service
Employee Promise
Continuous Improvement
A Clear Vision
The Pyramid
Slide17: “Total commitment to the company culture is imperative.”
Leadership Direction Ritz-Carlton leaders must:: Leadership Direction Ritz-Carlton leaders must: Manage the day-to-day operations ~ URGENT THINGS
Scheduling
Inspection/Inventory
Complaint Handling
Implement the Pyramid ~ IMPORTANT THINGS
Gold Standards, I.e., Create a culture where efficiently satisfying customers is every employee’s goal
Process Improvement, I.e., Design and maintain a system where employees drive the improvement process
Implement the Pyramid IMPORTANT THINGS: Every action should be moving towards achieving our primary goals. Implement the Pyramid IMPORTANT THINGS
Slide20: What is the Basis for the Pyramid All planning and work is aligned to our Credo, Motto, Employee Promise and philosophy to develop and operate highly personalized, genuinely caring prestigious hotels.
Our objective is to achieve and maintain product and profit dominance.
Slide21: Vision
Mission
Key Success Factors
Foundation
The Pyramid
Slide22: The Pyramid The Key Success Factors are the key measures to determine the attainment of our vision to be the premier worldwide provider of luxury travel and hospitality products and services.
Key Success Factors: The Ritz-Carlton Mystique Employee Loyalty Customer Loyalty Owner Loyalty Total Revenue Profit Successful Hotel Openings: Key Success Factors: The Ritz-Carlton Mystique Employee Loyalty Customer Loyalty Owner Loyalty Total Revenue Profit Successful Hotel Openings
Slide24: Employee Involvement
Basic #6
Company Objectives are
Communicated to all employees.
It’s everyone’s responsibility to support them.
I tell you and you forget. I show you and you remember. I involve you and you understand.: I tell you and you forget. I show you and you remember. I involve you and you understand. --Eric Butterworth
Slide26: Employee Involvement
Basic #7
To create pride and joy in the workplace, all employees have the right to be involved in the planning of the work that affects them.
Slide27: Product features that
meet customer needs
increase customer satisfaction
make our products more salable
increase market share
provide sales income
secure premium pricing
Major effect is on Sales
Usually higher
quality
costs more Freedom from
Defects
reduce customer dissatisfaction
reduce errors
reduce re-work
reduce rebates
improve efficiency
Major effect is on Costs
Usually higher
quality
costs less Definition
Slide28: MR.BIV Basic #8
Each employee will continuously identify defects (MR.BIV) throughout the Hotel. M istakes
R ework
B reakdowns
I nefficiencies
V ariation
Problems: Problems Sporadic
An irate guest with a confirmed reservation who cannot be accommodated
The mysterious disappearance of property or money
The breakdown of the hotel’s automated systems
A threat to human safety or health
Chronic
Problems which have existed for some time
Problems that we have learned to “live with”
Key Production Processes
Slide30: “One essential lesson on any improvement project is that middle management must provide the necessary leadership behavior to improve. They must plan their work better to allow enough time for improvement activities.”
Pat Mene, Vice President of Quality
The Ritz-Carlton Hotel Company
Slide31: 6 Step Problem Solving Process Step 1: Identify and Select the Problem
Step 2: Analyze the Problem
Step 3: Generate Potential Solutions
Step 4: Select and Plan Solution
Step 5: Implement Solution
Step 6: Evaluate Solution
Slide32: Malcolm Baldrige National Quality Award MBNQA CRITERIA
LEADERSHIP
STRATEGIC PLANNING
CUSTOMER AND MARKET FOCUS
INFORMATION ANALYSIS
HR DEVELOPMENT AND MANAGEMENT
PROCESS MANAGEMENT
BUSINESS RESULTS
Slide33: Measure for Quality Gallup
Individual Guest Satisfaction
Meeting Planner Satisfaction
Catering Satisfaction
Employee Satisfaction
Service Quality Indicators
Profit & Loss Statement
…..Balanced Scorecard
Slide34: “The real risk is to do nothing” Denis Waitley