Presentations & Workshops

One cannot extend legendary service without having robust systems and processes in place.

As an award-winning employment brand, The Ritz-Carlton shares best practices on how to activate and sustain a culture where valued and empowered employees own the customer experience. Whether you’ve re-opened your business in a changed world or are faced with re-vitalizing a flagging culture that has shifted to a virtual or hybrid work environment, our trusted processes take the guesswork out of selection, onboarding, upskilling and retention of talent.

Leaders ready to transform their organization will walk away with actionable idea...

Any brand not emotionally engaging their customers, risks losing those customers to a competitor that will. Especially in a volatile market, consumers are likely to spend time and money where they feel valued.

At The Ritz-Carlton, creating guests for life is an inherent part of doing business because every Lady and Gentleman is educated in the emotional and psychological aspects of service. With this program, you will learn how our time-tested methodologies foster a culture of personalized service and genuine care. Demystifying the legendary Ritz-Carlton Mystique, we will show you exactly how to anticipate and fulfill unexpressed ...

Rebuild team confidence and restore focus by re-energizing the time-tested fundamentals of customer service.

Both inspiring and tactical, this session empowers your professionals to engage with empathy, enhance communication skills, and lean into consistency – whether your employees are performing in-person or through a digital environment. Stressed by changes spanning each of our businesses, adjusting to remote work environments, daunted by newly digitized job tasks, the engagement level of your employees can plummet— and take morale, productivity, and customer loyalty down with it.

This highly engaging program will em...

The Ritz-Carlton has been service recovery obsessed for decades – tracking every guest incident, how it is handled, analyzing resolution success, surveying guest satisfaction, and rewarding employees for empowered solutions.

In this knowledge transfer session, we share our methodology, highlighting the connection between exceptional service recovery and brand loyalty. An ever-changing world has forced all of us to face anxious internal and external customers who are grappling with increased wait times, unfamiliar digitized products and platforms, altered product menus, and continued supply chain delays.

The stakes are hig...

Fostering a culture powered by passion and purpose starts with example-setting leadership.

Inspiring excellence for more than forty years, The Ritz-Carlton has identified key leadership behaviors that enable excellence to be fostered within an organization.

Through this reflective and action-driven offering, you will explore the time-tested leadership framework The Ritz-Carlton deploys to foster an environment where employees aspire to not simply meet or fulfill customer expectations, but rather, proactively anticipate needs and exceed those expectations in every interaction. Regardless of the industry your organization ali...