Experiencing World Class Service Excellence
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‘employees’ in memos for example. The administrative staff offices were very cramped – not a case of treating your staff as you treat your customers.
There was some evidence of staff trying to introduce spontaneity into the prescribed daily routines.
Understanding customer preferences and invading their privacy is a fine line that the hotels are careful not to cross.
On paper using an 80/20 basis the alignment was strong. However, it is not clear how open the dialogue with the customers is and how this informs the process improvements that the Ritz Carlton carries out.
It was also not clear what the trigger criteria would be for employees to use their personal discretion of 00.
Some Delegate Comments
‘All that glitters is not gold’. It is easy to present a veneer but very hard to embed values effectively in some
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