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Leadership Center

Legendary Service at The Ritz-Carlton



Course Dates

 

Duration

 
Full day (5-6 hours)
Half day (3-4 hours)*
Key Note Speaker (1-2 hours)*

* Available for On-Site Presentations Only

Registration

 

Please complete our Enrollment Form or On-Site Form in the Information Kit.

Course Description

 

Designed for leaders who want to benchmark and learn about The Ritz-Carlton philosophy and core values, and how to translate them into high levels of employee and customer engagement and loyalty. This program examines the corporate culture, and how it plays a role in the foundation of every company.

Learning Objective

 

By the end of the session, participants will know and understand:

  • The Importance of Reinforcing the Company Culture Every Day
  • Why Every Company Should Have a Written Service Strategy
  • Loyal Customers DO Spend More Money
  • Customers Judge the Quality of Your Organization by the Responsiveness of the First Person They Come in Contact With
  • The Role of Leadership in Driving Service Excellence

Full Day Agenda

  • The Ritz-Carlton “Gold Standards”
  • The Ritz-Carlton Business Management Model
  • The Ritz-Carlton Employee Empowerment Process
  • The Ritz-Carlton Selection Process  
  • The Ritz-Carlton Orientation Process
  • Building Customer Loyalty
  • Interactive Examples
  • “Wow” Stories

*Added Bonus for Individual Class Attendees Only*
Attend Ritz-Carlton Daily Line-Up and Q & A with Employee Panel


Half Day Agenda

  • The Ritz-Carlton “Gold Standards”
  • The Ritz-Carlton Business Management Model
  • The Ritz-Carlton Employee Empowerment Process
  • The Ritz-Carlton Selection Process
  • The Ritz-Carlton Orientation Process
  • Building Customer Loyalty
  • “Wow” Stories

Keynote Speaker

  • The Ritz-Carlton “Gold Standards”
  • The Ritz-Carlton Business Management Model
  • The Ritz-Carlton Employee Empowerment Process
  • The Ritz-Carlton Orientation Process
  • “Wow” Stories