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Secrets Revealed: The Ritz-Carlton Hotel Company, L.L.C. Shares its Secrets to Exceptional Customer Service Through The Ritz-Carlton Leadership Center

April 23, 2014 Training No Comments Email Email

Employers in all industries are looking for new and creative ways to provide exceptional customer service, improve patient experience, boost employee engagement, inspire leadership, and create sustainable culture transformation.

Since The Ritz-Carlton Leadership Center opened its doors in 1999, organizations from diverse industries—such as Healthcare, Automotive, Finance, Transportation, Legal, Energy, Technology, Retail, Fitness, Insurance, Human Resources, and Hospitality—have benefitted from its courses and advisory services.

“While customer service has seen a decline in several industries, The Ritz-Carlton has continued to increase its business and offer its guests unparalleled levels of customer service,” said Diana Oreck, Vice President of The Ritz-Carlton Leadership Center. “This can only be done through highly trained and motivated employees who act out of a personal commitment to achieving the company’s goals and values.”

To help organizations improve their service excellence culture, The Ritz-Carlton Leadership Center offers full-day courses at Ritz-Carlton hotels and resorts around the globe. By benchmarking the business practices of The Ritz-Carlton, attendees – including senior executives, managers and employees – learn proven and actionable strategies for creating sustainable change, outperforming the competition and strengthening employee and customer loyalty.

Staffed with certified leadership training professionals and expert advisors, The Leadership Center has been #1 in “Training” Magazine’s Top 125 companies and inducted into their Hall of Fame. The passionate and knowledgeable speakers from The Ritz-Carlton Leadership Center also lead training sessions, speak at conferences, and give keynotes to audiences around the world. The reviews are in – their presentations are practical, compelling and memorable. Organizations can request keynotes (up to two hours), half-day (three hours), or full-day (six hours) presentations.

Companies that would like to observe The Ritz-Carlton Ladies and Gentlemen in action may participate in The Ritz-Carlton Experience. This program takes place at select Ritz-Carlton hotels and includes two core courses, an Employee Panel, A Daily Line-Up, and a closing Debrief.

The Leadership Center also offers an intensive, multi-day Executive Education Program for senior leaders who wish to create positive change in their organizations in the areas of engagement, service and improved business results. Executives explore the strengths and global leadership principles of The Ritz-Carlton in legendary service, quality sciences, talent management, engagement, strategic planning, execution and accountability.

“Leaders understand that only through motivated and empowered employees can customers receive superior levels of service,” said Ms. Oreck.

Through advisory services, businesses and healthcare organizations can work with The Senior Advisors of The Leadership Center to refine and improve organizational culture. Culture is extremely important because not only does it impact productivity, efficiency, and engagement, but it also reduces re-work and mistakes. The Ritz-Carlton has developed an evidence-based, multi-stage research method that helps organizations achieve sustainable culture change.

Developing a culture of service excellence is a continuous journey. For updates on The Leadership Center, please visit LinkedIn.  To make a reservation for upcoming courses or to plan an on-site presentation

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