If you were to make a list of luxury hotels with excellent service, I’m sure, Ritz-Carlton hotel would be on your list. The hotel was the best hotel there is for personalized service last year, and it has become synonymous with exceptional customer service.

How do they do it?

They start by having a streamlined doable customer service values. Mid last year, Ritz-Carlton trimmed down their service values from 20 to 12. The move was inspired by the changing types of customers that they get every year. To me this is putting customer at the start of the value chain. This is a very good thing, really.

After trimming down their service values to 12, every employee is living each value every day. Carmine Gallo, writing for BusinessWeek, has observed that each Ritz-Carlton employee carries with him a laminated card with service values on it. This serves as a daily reminder for each one. Also, Ritz-Carlon, begins each day with a “lineup.” During lineup, the employees review guest experiences, resolve issues, and discuss ways to improve service.

Further, this is not done in isolation. Employees of all Ritz-Carlton hotel chains will hear about these stories, too. They call it telling “wow stories.” With every story told and shared, each employee from waiter to housekeeper to concierge to doorman to manager, will learn from it and be inspired by it. The stories also aim to recognize an employee’s commitment in front of his or her peers, and to reinforce a service value

Carmine also observed that during these two activities, the employees are very energetic and excited. They are truly happy to serve every customer.

Here’s one excellent customer-service story:

One family staying at the Ritz-Carlton, Bali, had carried specialized eggs and milk for their son who suffered from food allergies. Upon arrival, they saw that the eggs had broken and the milk had soured. The Ritz-Carlton manager and dining staff searched the town but could not find the appropriate items. But the executive chef at this particular resort remembered a store in Singapore that sold them. He contacted his mother-in-law, and asked that she buy the products and fly to Bali to deliver them, which she agreed to do. Of course the family was delighted.

Carmine herself has observed a lineup. And this is what she has to say:

Two 15-minute lineups across 61 hotels, 365 days a year. The hotel is literally offering thousands of hours of training to its employees. No amount of training would be effective, however, without making an emotional and memorable connection with the trainees. Sharing cultural stories is the best way to do it. The Ritz-Carlton does this each day.

Indeed, it’s all about people! What I’m also interested is how Ritz-Carlton treat their internal customers.

Does anyone know?

Source:
BusinessWeek.com, “How Ritz-Carlton Maintains its Mystique”