Experiencing World Class Service Excellence
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resorts.
The Ritz-Carlton Learning Instituteopen to executives from other companies wanting to learn and adapt the principles of service and leadership to their own organizations.
Staff Management
Motto ‘We are Ladies and Gentlemen serving Ladies and Gentlemen’
Intensive orientation for new employees – 2 days to orient & select, 21 day review, 30 day Certification Programme
Customised psychometrics covering empathy, Caring, Exactness, Professionalism, Politeness and Positiveness
Staff encouraged to take ownership of problems – 00 per guest ‘recovery’ discretion
Complaint handling scripted ‘I apologise’ – try to make problem really small – move the customer out of the public areas
Recognition – ‘Five Star Employee of the Quarter’
Customer Dialogue
By observation
Satisfaction surveys
JD Powers
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