Experiencing World Class Service Excellence
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environments
Reinforcement through ‘over the top’ communication programme works well
A simple message to staff relating to ‘values’ can encompass an entire culture and consequent behaviour
Ritz Carlton
7 Year Vision
To be The Premier Worldwide, Provider of Luxury Travel and Hospitality Products and Services
2 Year Mission
Product and Profit Dominance
The Vital Few Objectives
Improve Employee Pride and Joy
Improve Customer Loyalty
Reduce Customer Difficulties
Enlarge REVPAR
Improve Hotel Profitability
Method
TQM – Application of Quality Sciences
Baldridge Quality Awards Criteria
Foundation
Values and Philosophy
The Gold Standards
Credo
Motto
The Three Steps of Service
– A warm and sincere greeting. Use the guest name, if and when
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