Welcome to Scribd. Sign in or start your free trial to enjoy unlimited e-books, audiobooks & documents.Find out more
Download
Standard view
Full view
of .
Look up keyword
Like this
1Activity
0 of .
Results for:
No results containing your search query
P. 1
Be Outstanding

Be Outstanding

Ratings:

5.0

(1)
|Views: 99|Likes:
Published by Gary Ryan Blair
If you are not committed to delivering results that are profound, dramatic and superior - NEVER COMPETE!
If you are not committed to delivering results that are profound, dramatic and superior - NEVER COMPETE!

More info:

Published by: Gary Ryan Blair on Jun 11, 2009
Copyright:Attribution Non-commercial

Availability:

Read on Scribd mobile: iPhone, iPad and Android.
download as PDF, TXT or read online from Scribd
See more
See less

08/27/2009

pdf

text

original

 
Forget Excellence -- Be Outstanding!
 Gary Ryan BlairI've always been impressed with the Socratic Method of teaching by asking good,sound, leading questions that challenge the intellect, so here's one for you to ponder:
 "How does one create and sustain outstanding performance?" 
 First and foremost, you must live and die by the spirit of this rule:
"If you are not committed to delivering results that are profound, dramatic and superior -NEVER COMPETE!"
 Let's consider the ramifications of these 16 simple words. They remind me of somethingthat Steve Jobs of Apple once said.
"It's not enough to make your offer or performance great, it should be INSANELY great.Incremental improvements over your competition's offers, or even your own previous offers, don't cut it. You should shoot for TEN times better.
 Being outstanding means redefining existing standards of performance, and challengingexisting paradigms of world best practices.The Ritz-Carlton epitomizes what it means to create and sustain outstandingperformance.The Ritz-Carlton is the first and only Hotel Company to win the coveted Malcolm BaldrigeNational Quality Award; in fact they are the first and only Service Company to win theaward twice.When you stay at the Ritz-Carlton, you get to experience and enjoy the finest serviceand facilities in the world. They have consciously developed a legacy, and a reputationfor outstanding service and innovation.The standards of service, dining and facilities set by the Ritz-Carlton serve as abenchmark for all hotels and resorts worldwide. In short, The Ritz-Carlton has set thestandards by which everyone else must compete.What follows are the Gold Standards, which serve as the foundational principals of theRitz-Carlton. These Gold Standards drive outstanding results. They encompass the valuesand philosophy by which they operate and include:* The Credo,* The Motto,* The Three Steps of Service,* The Basics,* The Employee Promise.
 
Credo
 The Ritz-Carlton Hotel is a place where the genuine care and comfort of our guests is ourhighest mission.
 
We pledge to provide the finest personal service and facilities for our guests who willalways enjoy a warm, relaxed, yet refined ambience.The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even theunexpressed wishes and needs of our guests.
Motto
 We Are Ladies and Gentlemen Serving Ladies and Gentlemen.
Three Steps of Service
 1. A warm and sincere greeting. Use the guest name if and when possible.2. Anticipation and Compliance with guest needs.3. Fond farewell. Give them a warm good-bye and use their names, if and whenpossible.
The Basics (20)
 1. The Credo is the principle belief of our Company. It must be known, owned andenergized by all.2. Our Motto is "We are Ladies and Gentlemen serving Ladies and Gentlemen." As serviceprofessionals, we treat our guests and each other with respect and dignity.3. The Three Steps of Service are the foundation of Ritz-Carlton hospitality. These stepsmust be used in every interaction to ensure satisfaction, retention and loyalty.4. The Employee Promise is the basis for our Ritz-Carlton work environment. It will behonored by all employees.5. All employees will successfully complete annual Training Certification for their position.6. Company objectives are communicated to all employees. It is everyone's responsibilityto support them.7. To create pride and joy in the workplace, all employees have the right to be involvedin the planning of the work that affects them.8. Each employee will continuously identify defects throughout the Hotel.9. It is the responsibility of each employee to create a work environment of teamworkand lateral service so that the needs of our guests and each other are met.10. Each employee is empowered. For example, when a guest has a problem or needssomething special you should break away from your regular duties, address and resolvethe issue.11. Uncompromising levels of cleanliness are the responsibility of every employee.
 
12. To provide the finest personal service for our guests, each employee is responsible foridentifying and recording individual guest preferences.13. Never lose a guest. Instant guest pacification is the responsibility of each employee.Whoever receives a complaint will own it, resolve it to the guest's satisfaction and recordit.14. "Smile - we are on stage." Always maintain positive eye contact. Use the propervocabulary with our guests. (Use words like - "Good Morning," "Certainly," "I'll be happyto," and "My pleasure.")15. Be an ambassador of your Hotel in and outside of the work place. Always talkpositively. Communicate any concerns to the appropriate person.16. Escort guests rather than pointing out directions to another area of the Hotel.17. Use Ritz-Carlton telephone etiquette. Answer within three rings and with a "smile" Usethe guest's name when possible. When necessary, ask the caller "May I place you onhold?" Do not screen calls. Eliminate call transfers whenever possible. Adhere to voicemail standards.18. Take pride in and care of your personal appearance. Everyone is responsible forconveying a professional image by adhering to Ritz-Carlton clothing and groomingstandards.19. Think safety first. Each employee is responsible for creating a safe, secure andaccident free environment for all guests and each other. Be aware of all fire and safetyemergency procedures and report security risks immediately.20. Protecting the assets of a Ritz-Carlton Hotel is the responsibility of every employee.Conserve energy, properly maintain our hotels and protect the environment.
The Employee Promise
 At The Ritz-Carlton, our Ladies & Gentlemen are the most important resource in ourservice commitment to our guests.By applying the principles of trust, honesty, respect, integrity and commitment, wenurture and maximize talent to the benefit of each individual and the company.The Ritz-Carlton fosters a work environment where diversity is valued, quality of life isenhanced, individual aspirations are fulfilled, and The Ritz-Carlton mystique isstrengthened.
So what can you learn from the Ritz-Carlton?
 1. Gold Standards are a model of simplicity, however they become a work of art oncepersonally owned, employed and enforced.2. Create your own Gold Standards or use these as a benchmark for deliveringoutstanding results.

You're Reading a Free Preview

Download
scribd
/*********** DO NOT ALTER ANYTHING BELOW THIS LINE ! ************/ var s_code=s.t();if(s_code)document.write(s_code)//-->