Significant Stat: the Cost of Fatigue

Fatigue-related productivity losses are estimated to cost $2,000 per employee each year. (source) Advice from Diana Oreck, Former Vice President at The Ritz-Carlton Leadership Center: I often hear leaders at all levels brag about how they are able to get by on three or four hours of sleep. They speak about this as if it is a badge […]

Significant Stat: Millennials are already Managers

28% of millennials are management level already. (source) Advice from Diana Oreck, Former Vice President of The Ritz-Carlton Leadership Center: I often tease the President of The Ritz-Carlton Hotel Company, L.L.C., Mr. Herve Humler, and say, “I have the best job in the company, not you!” In my position as Vice President of The Ritz-Carlton Leadership […]

Significant Stat: Culture and Engagement

87% of organizations cite culture and engagement as one of their top challenges, and 50% call the problem “very important.” (source) Advice from Diana Oreck, Former Vice President of The Ritz-Carlton Leadership Center: If you really want your organizational culture to be embraced consistently, the following should be non-negotiable: Every employee in your organization, regardless […]

DO’s and DON’Ts for Excellent Teamwork

Organizational cultures that foster teamwork impact productivity and employee engagement. At The Ritz-Carlton, excellent teamwork enables our employees—also known as Ladies and Gentlemen—to provide consistent and excellent service each day. Our Service Values reinforce this dedication to collaboration and encourage our Ladies and Gentlemen to: “create a work environment of teamwork and lateral service so […]

Dear Ritz-Carlton: Convince Senior Management?

Dear Ritz-Carlton: How can you change culture if senior leadership is not there? How do you convince senior management that change is needed if they think they’re doing okay already and that change would only interfere with work? The above question is from an attendee at “Symposium: Your Journey to Service Excellence” in April. Answer from Diana Oreck, Former Vice President at The […]

Dear Ritz-Carlton: What is scenography?

Dear Ritz-Carlton: What is scenography, and how does it impact customer service? Answer from Diana Oreck, Former Vice President at The Ritz-Carlton Leadership Center: Author Michael Eagan writes the following about scenography: “The term ‘scenography’ includes all of the elements that contribute to establishing an atmosphere and mood for a theatrical presentation: lighting, sound, set and costume […]

Organizational Culture Must Be Lived Every Day

Many organizations think they have a strong culture. They may have a mission, vision and values. They may even have some posters on the walls to remind employees about those mission, vision and values. But unless your culture is lived by your leaders and your employees—it’s nothing more than a bunch of nice words. Diana […]

Dear Ritz-Carlton: Employee Burnout?

Dear Ritz-Carlton: How do you handle employee burnout or engage employees who have lost their passion? Answer from Diana Oreck, Former Vice President at The Ritz-Carlton Leadership Center: The best leaders know how to inspire their employees to get out of bed every day and bring their passion to work and volunteer their best. They can even do […]

Dear Ritz-Carlton: What are the systems behind the smiles?

Dear Ritz-Carlton: I’ve heard the term “systems behind the smiles.” What are some of the systems that need to be in place to support customer service excellence? Answer from Diana Oreck, Former Vice President at The Ritz-Carlton Leadership Center: The Ritz-Carlton is famous for its deep-rooted culture and consistent level of service at its properties around the […]

Dear Ritz-Carlton: Lying customers?

Dear Ritz-Carlton: How do you handle lying customers? Answer from Diana Oreck, Former Vice President at The Ritz-Carlton Leadership Center: Your customer lying puts you in a very awkward and uncomfortable position. You must handle this delicately. As a refined professional, you never want to come right out and say to your customer, “we know you are […]