Balachandiran. BMHRM-14-06

MSSW

The Ritz-Carlton Hotel Company, LLC

Headquartered in Chevy Chase,

Maryland, USA

87+ Hotels in 29 +countries

38,000 Employees.

Founded in 1983.

US $ 3 billion Owned by Marriott

International

Winner of the PrestigiousMALCOLM BALDRIGE NATIONAL QUALITY AWARD twice – in 1992

and in 1999A guest: “I’VE NEVER SEEN

HIM SMILE THAT BIG”. My son adores coloring, so he was ecstatic when we returned to our suite to find an art station assembled just for him. The receptionist saw him coloring in the lobby and couldn’t resist doing something special. We were so touched.”

RITZ CARLTON TRAINING MENU Gold Standards. Initial Orientation. 'Day21' Certification. 365day Recertification. Ongoing Training. The Daily Lineup. Employee Empowerment And

Feedback. Evaluating Training. Training Budget. Hours of training. Ritz Carlton Leadership Centre Closing Case.

GOLD STANDARDS( Foundation of The Ritz-Carlton )

The Credo Motto 3 Steps Of Service

Service Values

The 6th Diamond

The Employee Promise

"We believe that to create pride and joy in the workplace, you must involve the employees. And you create that pride and joy by making employees feel like they are a part of the Ritz-Carlton. We're here to provide service, but we're not servants. We're professionals in our field. Everything happens because the employees are so committed."

- Theo Gilbert-Jamison, Vice President of Leadership Development at the Ritz-Carlton,

in 2001 

INITIAL ORIENTATION

Orientation

Gold Standards

Emotional Experience

Culture Transfer

21 DAY CERTIFICATION

Learning Coach Assigned

3 Weeks Off the Job Training

21 Day Certification

Reason- Every employee has varying levels of technical skills

Outcome-Employee becomes familiar with the work culture

365-DAY RECERTIFICATION

Recognized with ‘service pins’ on the 365th Day after a…

Written Test Interview Role Play

365-Day On the Job Training

Jobs Assigned

Employee Empowerment- The WOW factor- $2000/ Employee/ Guest We entrust every single Ritz-Carlton staff member, without approval from

their general manager, to spend up to $2,000 on a guest. The concept is to do something, to create an absolutely wonderful stay for

a guest (Ex- For a guest birthday..)Daily Lineup: A critical learning tool and a key component of Ritz-Carlton’s learning

strategy. Every shift starts with a 10-15 minute employee meeting within each

department. To Discuss the interesting happenings on the previous day and problems

and to Reinforce the Gold Standards.

Ongoing Training: For Management and other Employees. Through instructor-led classes, workshops, and e-learning classes.

ONGOING TRAINING, LINEUP, WOW FACTOR

EVALUATION, BUDGET, HOURS OF TRAINING.

Training Evaluation

• Gallup organization surveys with 38% of guests who stayed the month before.

• Responses are called Guest Engagement Number (GEN).

• If GEN increases, then training is successful.

Budget

• As of early 2007, the company invested 10%o f its total payroll expenses in employee training.

Hours of training

• 200 hours of initial and on-the-job training to its employees in the first year and 100 hours of training in the following years.

RITZ CARLTON LEADERSHIP CENTRE

• Launched in 2000, The Ritz-Carlton Leadership Center has welcomed thousands of senior executives, managers and staff from leading companies and healthcare organizations around the world.

• Individuals and organizations have requested speaking engagements, partnered with us to change organizational culture, and enrolled in our courses on customer service, employee engagement and leadership.

Diana Orec- VP HR- Leadership Centre

COURSES IN THE LEADERSHIP CENTRE Executive Education• Global leadership principles in legendary service, quality sciences,

talent management, engagement, strategic planning, execution and accountability.

“The Fire Within”• Igniting Passion for Ritz-Carlton Performance Excellence

“Radar On-Antenna Up”• The Ritz-Carlton method for fulfilling not only the expressed but

also the unexpressed wishes

Back to Basics: Ritz-Carlton Style• This highly interactive program focuses on The Ritz-Carlton five

golden rules as well as the essential components of customer service

• Practicing etiquette, civility and manners to promote a positive and engaged environment

FULL FILLING THOSE UNEXPRESSED WISHES

• A guest visited St. Thomas on a client incentive trip along with his girlfriend and checked in at the Ritz-Carlton.

• One day, during his stay at the hotel, he decided to rent standup paddle boards for a little fun on the beach. While paddling, he lost his balance and plunged into the water, losing his sunglasses in the process.

• Later that afternoon, a member of the hotel staff approached him and asked him if he had lost his sunglasses. 

“Are you leaving some white space on your calendar each week to afford yourself the time to be

visionary and strategic?”

Thank You