THE RITZ-CARLTON "BASICS"
The Credo will be known, owned and energized by all employees.
Our motto is: “We are Ladies and Gentlemen serving Ladies and Gentlemen”. Practiceteamwork and “lateral service” to create a positive work environment.
The three steps of service shall be practiced by all employees.
All employees will successfully complete Training Certification to ensure theyunderstand how to perform to the Ritz-Carlton standards in their position.
All employees will successfully understand their work area and Hotel goals as establishedin each strategic plan.
All employees will know the needs of their internal and external customers (guests andemployees) so that we may deliver the products and services they expect. Use guestperformance pads to record specific needs
Each employee will continuously identify defects (Mr. BIV) throughout the Hotel.
Any employee who receives a customer complaint “owns” the complaint.
Instant guest pacification will be ensured by all. React quickly to correct the problemimmediately. Follow-up with a telephone call within twenty minutes to verify theproblem has been
resolved to the customer’s satisfaction. Do everything you possibly can
to never lose a guest.
Guest incident action forms are used to record and communicate every incident of guestdissatisfaction. Every employee is empowered to resolve the problem and to prevent arepeat occurrence.
FIVE TENETS OF TQM
While the following five principles are not the only tenets of Total Quality Management, byconcentrating on these principles, employees will realize that TQM is not just another "program"that will almost certainly vanish. The key is that TQM is an integrated system of techniques andtraining.
Commit to Quality
. Making quality a number-one priority requires an organizational cultureto support it, and only top leadership can foster a TQM culture. Thus, the first step toward TQMmust involve active support and direction from top-level managers, especially the CEO.
Focus on Customer Satisfaction
. Customers are concerned about quality and, in fact, defineit for the organization. Successful TQM companies are acutely aware of the market. They knowwhat their customers really want and invariably meet and exceed their expectations.
Assess Organizational Culture
. A select group of top managers and employees fromdifferent parts of the company should examine the organization, with a focus on its culture, andassess the fit between that culture and TQM's principles. This assessment, which may takeseveral months to complete, will help management build on strengths, identify weaknesses, andset priorities.
Empower Employees and Teams
. Although TQM is led from the top, the real work occurs"bottoms-up." Empowering employees and teams requires training them to use their authorityeffectively. It may also require redesigning some jobs to facilitate a team approach and