Ritz Training & Development

1. Balachandiran . B MHRM-14-06 MSSW

2. The Ritz-Carlton Hotel Company, LLC

3. Winner of the Prestigious Malcolm Baldrige National Quality Award twice – in 1992 and in 1999 A guest: “I’VE NEVER SEEN HIM SMILE THAT BIG”. My son adores coloring, so he was ecstatic when we returned to our suite to find an art station assembled just for him. The receptionist saw him coloring in the lobby and couldn’t resist doing something special. We were so touched.”

4. Ritz Carlton Training Menu Gold Standards. Initial Orientation. 'Day21 ' Certification. 365day Recertification. Ongoing Training. The Daily Lineup. Employee Empowerment And Feedback. Evaluating Training. Training Budget. Hours of training. Ritz Carlton Leadership Centre Closing Case.

5. Gold Standards ( Foundation of The Ritz-Carlton )

6. "We believe that to create pride and joy in the workplace, you must involve the employees. And you create that pride and joy by making employees feel like they are a part of the Ritz-Carlton. We're here to provide service, but we're not servants. We're professionals in our field. Everything happens because the employees are so committed." - Theo Gilbert-Jamison, Vice President of Leadership Development at the Ritz-Carlton, in 2001 

7. Initial Orientation

8. 21 Day Certification Reason- Every employee has varying levels of technical skills Outcome- Employee becomes familiar with the work culture

9. 365-Day Recertification

10. Employee Empowerment- The WOW factor- $2000/ Employee/ Guest We entrust every single Ritz-Carlton staff member, without approval from their general manager, to spend up to $2,000 on a guest. The concept is to do something, to create an absolutely wonderful stay for a guest (Ex- For a guest birthday .. ) Daily Lineup: A critical learning tool and a key component of Ritz-Carlton’s learning strategy. Every shift starts with a 10-15 minute employee meeting within each department. To Discuss the interesting happenings on the previous day and problems and to Reinforce the Gold Standards. Ongoing Training: For Management and other Employees. Through instructor-led classes, workshops, and e-learning classes. Ongoing Training, Lineup, WOW factor

11. Evaluation, Budget, Hours of training.

12. Ritz Carlton Leadership Centre Launched in 2000, The Ritz-Carlton Leadership Center has welcomed thousands of senior executives, managers and staff from leading companies and healthcare organizations around the world. Individuals and organizations have requested speaking engagements, partnered with us to change organizational culture, and enrolled in our courses on customer service, employee engagement and leadership. Diana Orec - VP HR- Leadership Centre

13. Courses in the Leadership Centre

14. Full filling those Unexpressed Wishes A guest visited St. Thomas on a client incentive trip along with his girlfriend and checked in at the Ritz-Carlton. One day, during his stay at the hotel, he decided to rent standup paddle boards for a little fun on the beach. While paddling, he lost his balance and plunged into the water, losing his sunglasses in the process. Later that afternoon, a member of the hotel staff approached him and asked him if he had lost his sunglasses. 

15. “Are you leaving some white space on your calendar each week to afford yourself the time to be visionary and strategic?”

16. Thank You