Valori Borland
Corporate Director, Culture Transformation

For almost 30 years, Valori has provided service, culture, and systems training for the Ladies and Gentlemen of The Ritz-Carlton as well as for Bulgari, Ritz-Carlton Reserve, and the EDITION brands. She has held numerous leadership roles within the organization including Director of Training and Organizational Effectiveness, Director of Regional Reservations, and several roles within the Room Operations division. In addition, Valori actively participated in the preparation and training of employees for the Malcolm Baldrige National Quality Award process in 1992 and 1999. For the past 10 years, Valori’s name has been synonymous with the company’s Customer Relationship Management (CRM) platform. Valori partnered with all divisions of the organization to enhance personalized service delivery, and she served as the organization’s global business leader by providing strategic direction and insight regarding our CRM processes. The development and launch of the very first Regional Reservations Center for the brand are also credited to Valori. She recruited, selected, and trained the reservation agents for all of The Ritz-Carlton hotels in Florida, California, and the Caribbean. Valori has participated in 50 openings of our Hotels, Destination Clubs, and Residences around the globe. In her spare time, Valori loves to experiment with new recipes from Pinterest and attend Pilates reformer classes.