Course Description:
This program is designed for senior executives who wish to lead sustainable positive change in their organization. This four day, intensive learning solution draws from the myriad strengths and global leadership principles which have led to The Ritz- Carlton Hotel Company becoming a two-time winner of the Malcolm Baldrige National Quality Award. Legendary Service, Talent Management and Engagement, Quality Sciences and Strategic Planning are reviewed.
Participants return to their organization with an action plan to implement their key learning from the session. We encourage you to take advantage of this valuable opportunity to give your organization a sustainable competitive edge.
Learning Objectives:
DAY 1 Legendary Service at The Ritz-Carlton
- The importance of culture and how corporate philosophy, service excellence
concepts and employee empowerment drive customer engagement and
loyalty.
DAY 2 The “Systems Behind the Smiles” and Talent Management
- An integrated approach to leveraging the Malcolm Baldrige National Quality
Award’s criteria, in order to integrate quality processes and boost performance.
- Talent Management approach at The Ritz-Carlton.
DAY 3 Engagement of the Workforce at The Ritz-Carlton & Strategic Planning Process, Execution and Accountability
- Robust systems lead to an engaged workforce.
- Getting the most out of your company’s strategic planning process to ensure
execution and accountability.
DAY 4 Action Planning Report Out
- A day for planning action steps for implementation back home.
- Share your plan on how you will implement what you learned.