Marketing and Advertising Program

Service Management
Workshop

Salomón Luna, Abel Bermúdez, Andrés caro, Tania Contreras, Johana medina.

According to the reading: "Customer satisfaction begins with human resources: the
ritz-carlton case," answer:

1. Why are employees the most important element of Ritz's management?

A: Employees are the most important element of Ritz's management, because they
are those in charge of satisfying the needs of the clients at the hotel. Thanks to the
employees, it is possible to generate and create "Service Professionals" and
clarifies that the golden rule will not work if there were no employees willing to
follow them. For this reason, making the client feel good in all its aspects is a job
only for a qualified employee. Without this the Ritz Hotel would not be outstanding
for its customer service.

2. How does the Ritz Carlton hire workers?

A: For the Ritz Carlton it is important when recruiting new workers, it is essential to
know how to listen, rather than speak, in addition to the desire to go further, and
your concern for other people. Future workers must be exceptional people. Having
a good personal presentation and knowing how to deal with customers. Ritz
Carlton not only offers a comprehensive training program, but also works to make it
uniform in all hotels. 

3. How is the Ritz Carlton training?

When a collaborator joins this hotel chain, the values of service are instilled in
them, the golden rules of customer service already established, and they are also
offered two days of orientation in which they can meet managers, understand how
all phases of the hotel are related to their respective operation.

On the second day, the new collaborators become customers and eat in one of the
restaurants so that they understand the operation and the deluxe service they must
provide. 

Finally, on the third day, you are assigned your job along with a person with more
experience who will guide you throughout your job training process within the hotel
chain.

The Ritz Carlton is not only based on job training and the fulfillment of independent
tasks, but they have 3 different schools to have a standardization of processes in
each of the hotels, promote the leadership of their managers, create an innovation
with the aim of expanding and opening learning moments. 

The three schools are:

The School for Performance Excellence

the School for Leadership Excellence

the Leadership Center.

4. Give your opinion on the golden rules established by Ritz Carlton and the impact
it has for the organization.

We believe that these golden rules are not only a manual that we must follow step
by step, but also have a moral, ethical and professional implication. in each
collaborator. Commandments that must be instilled to the depths in order to
recreate a culture of perfect service, where each hotel guest feels personally
attended to and feels at home.

The creation of these golden rules have a unique differential value, which
generates an impact on external and internal clients, maintaining a cultural heritage
within the organization, along with the responsibility of all employees.

Haga el rompecabezas encontrando las palabras ocultas y explicando su concepto.

D S R E M O T S U C T H G I R U O O
E F I T A A T E L L E M P L O M E E
S S A D L O Y A L T Y J G U U O L O
E G S T O M E R S E R V I N E T H J
R G H N A I N P L A S F I F S I R O
T I C S R E M O T S U C L O A H A M
E C R N A M M O C T A E P I T S F E
R E A E S T N H S S M A I L I R E R
S H E M G H I T I T E L J I S E E A
M O S L B T R O E S R N O N F D D T
I S E L C R N T N I A S I G A A B E
C T R F L M C T M R N R G E C E A T
S A T L U I S N C O E G C A T L C N
I G E N U N N L C R J G S R I E K E
R E K O R T M O P R F B A A O Y U I
A G R R I A L S K E L L I S N R T R
A L A F G G D F O T K C A B D E E F
E M M N A G E M E R E T R O P P U S
1. Desertores

2. Terroristas

3. Partidarios

4. Apóstol

5. Rehenes

6. Lealtad

7. Clientes 8.

Satisfacción

9. Clientes correctos

10. Comentarios

11. Investigación de mercado