Immerse Yourself in our Best Practices

Our Courses immerse clients in The Ritz-Carlton ambiance while offering philosophical and tactical service excellence and customer experience knowledge.

The Leadership Center delivers The Ritz-Carlton Gold Standards and exceptional customer experience tactics so that clientele may apply these methods to their own organizations. Our courses are all facilitated by our expert team of Consultants and are held at various Ritz-Carlton hotels across the United States. Explore our upcoming course calendar here.

 

Course Descriptions

Discover the building blocks of organizational excellence.

By exploring the award-winning business practices of The Ritz-Carlton, you will discover how a service excellence culture results in engaged employees and customers. You will be guided through The Ritz-Carlton Gold Standards, the foundation of our iconic, global brand. You will also visit our key processes, such as onboarding and empowerment, that lead to legendary service, sustainable success, and customer loyalty.

Distinctive Topics

  • The Ritz-Carlton Culture: Through this in-depth review, you will learn about The Credo, Motto, The Three Steps of Service, The Employee Promise, and the 12 Service Values of The Ritz-Carlton.
  • The Ritz-Carlton Key Process, known as “The Systems Behind the Smiles”: One cannot extend legendary service without having robust systems and processes in place. You will hear about the selection process at The Ritz-Carlton and how we onboard talent and reward an...

Service is the true brand differentiator. Authentic, personalized service is what drives customer loyalty and creates passionate brand advocates.

To create customer loyalty, you must first elevate the customer experience. This journey focuses on the emotional and psychological aspects of creating a culture where personalized and impressive service is the norm. Learning will continue as you are taken through The Ritz-Carlton methods for fulfilling unexpressed wishes and needs, learning to stay-in-the-moment, and creating personalized experiences that surprise and delight. You will also discover and discuss the critical skills necessary for authentic customer engagement, and how to foster excellence within your culture.

Distinctive Topics

  • Emotional Connection: A discussion about the difference between functional and emotional benefits and why this distinction is critical to brand loyalty.
  • The Ritz-Carlton Key Service Principles: An overview of t...