hft4253 extra credit

Deliver Wow!

-A Wow experience is defined as an experience in which a customer has an emotional connection with a service; staff members are encouraged and trained to make this emotional connection every day -If an employee is featured in a Wow Story or a banquet they will receive great peer recognition and prizes ranging from $1000 to free airfare or even a week's stay at a Ritz-Carlton property.

Empower and Build Trust

-Empowerment is rooted in trust; trust is built beginning with the employee selection process -Staff members are given tremendous autonomy in their jobs and are even empowered to spend $2,000 a day on each guest if necessary -Staff asks themselves, How do you actively empower the people around you? In what ways can you make your team members or staff feel even more valued or trusted?

Leave a Lasting Footprint

-Ritz-Carlton Learning Center was set up to pass on its best business practices to other companies -Ritz-Carlton views Corporate Social Responsibility and volunteering as a teambuilding opportunity and a great chance to enliven the service values at the company's core -Meaningful Meetings program, which allows large groups to donate 10% of their room revenue to charity

Define and Refine

-Ritz-Carlton established The Credo, The Motto, The Three Steps of Service, and The 20 Basics -Ritz-Carlton is committed to 'evolution and not revolution (being ready to slightly vary its standards, not do away with them) -Staff asks themselves, as an agent, have you defined what are your gold standards of service? Can you repeat what those 3-20 steps or standards are without fail? Can your client identify your standards?

It's Not About You

-the managerial rewards and incentives structure is based on how engaged and happy the customer is; not on quotas or other metrics -implemented an extensive Customer Relationship Management (CRM) system to help record guest preferences - this information is made available for staff to use on a daily basis. -Consider how engaged staff members can create leverage for you as an agent - customer-centered members of your team help you maintain a strong client experience, even when you may not be face-to-face with your client. What are 3-4 ways that you can encourage your frontline staff to enhance client relationships?

What are the five core principles that Joseph Michelli identifies?

1) "Define and Refine," 2) "Empower through Trust," 3) "It's Not about You," 4) "Deliver Wow!" and 5) "Leave a Lasting Footprint"

What are the three essential service steps?

1) give a warm welcome, 2) anticipate guest needs, and 3) provide a fond farewell

What are the 12 service values?

1. I build strong relationships and create Ritz-Carlton guests for life. 2. I am always responsive to the expressed and unexpressed wishes and needs of our guests. 3. I am empowered to create unique, memorable and personal experiences for our guests. 4. I understand my role in achieving the Key Success Factors, embracing Community Footprints and creating The Ritz-Carlton Mystique. 5. I continuously seek opportunities to innovate and improve The Ritz-Carlton experience. 6. I own and immediately resolve guest problems. 7. I create a work environment of teamwork and lateral service so that the needs of our guests and each other are met. 8. I have the opportunity to continuously learn and grow. 9. I am involved in the planning of the work that affects me. 10. I am proud of my professional appearance, language and behavior. 11. I protect the privacy and security of our guests, my fellow employees and the company's confidential information and assets. 12. I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment.

What did a waitperson do for a patron in the dining room according to one of Joseph Michelli's stories?

He ran to a nearby store to buy grape jelly for a patron when the dining room did not have it on hand

What did the staff in New Orlean do to protect their customers during Hurricane Katrina?

Hotel staff pushed laundry carts loaded with luggage and guests through flooded streets to get their customers to a hotel in a safer location

What is the Ritz-Carlton's motto?

Ladies and Gentlemen serving Ladies and Gentlemen

What are two awards that Ritz Carlton has won?

Luxury Institute's "Most Prestigious Luxury Brand Award" and the Malcolm Baldrige National Quality Award

What are the components of the golden standards?

The Ritz Carlton Motto, the three essential service steps, a credo, the employee promise, and the twelve service values

Who is Horst Schulze?

The co-founder and former president of ritz carlton

True or false: Research has shown that customers who are extremely satisfied with a business are two and a half times more likely to make a future purchase than just satisfied customers.

True

True or false: Ritz-Carlton recognizes that its success is dependent upon the employees who administer this service on a daily basis.

True

True or false: There can be up to 14 interviews for some positions at the Ritz Carlton

True

What is the credo card?

a credo statement outlining the hotel's commitment to its guests