Visit the headquarter of Ritz-Carlton

 

                  

The first stop of our fieldwork study, we visited the headquarters of Ritz-Carlton LLC, which locates in the Chevy Chase, Maryland. Our keynote speaker Diana Oreck, the Vice President of The Ritz-Carlton Leadership Center, gave us an overall introduction about the corporate culture in Ritz-Carlton, how leadership driven the culture and transformed such culture into outstanding customer service. We were given a Credo Card print with all the Gold Standards upon arrival. The Gold Standards includes 12 services value, 3 steps of service, Motto, The Employee promise. These standards as corporate culture foundation encompass the value and engage all the employees. During our visit, we’ve participated their daily line-up activity, which is a 15 minutes staff meeting from 9:05-9:20am for each employees of every department in every Ritz-Carlton hotels around the world. During the line-up they make announcement, share WOW stories, acknowledge peers’ birthday, and most importantly, review one of the 12 service values. And for today, all the employees of Ritz-Carlton around the world are studying service value 4, “I understand my role in achieving the Key Success Factors and creating the Ritz-Carlton Mystique”. I think the line-up is a powerful methodology for Ritz-Carlton to engage its employee to provide a consistent outstanding service. One interesting finding, during the line-up, a guy brought a pile of brow dryer and asked someone to test out this product that might soon be in use for guest room. And I found out this T3 innovative hair dryer is considered as a luxury hair product, with a market price over $200. I guess for any business that wants to provide consistent outstanding service; they really can’t miss any details. Just like Diana said, for the customer service, the always lead to trust, and lead to referral. You have to keep Rader on, Antenna Up.

Joary