Everyone is a player
The Ritz-Carlton chain hotel regards customer service as the core. The hotel operated by the company is not surprising. But they have gone beyond just making innovation a motto or trademark - it's a system culture among employees. Consider the following:
- Every Ritz-Carlton staff member has been carefully positioned to acquire these cultures in a customer-centric culture that the company is familiar with.
- Each employee and other employees in their department attend a weekly meeting to review one of their basic rules and come up with ideas to better apply to their field.
- Each staff member and each department writes a mission statement that is relevant to them and identifies their goals in achieving world-class customer service.
- From housekeeping to executives, each employee can spend up to $2,000 - no license required - to solve any problems customers have problems with. Now, they need to write a report about their work to solve the problem, but there is no reminder of the fact that they spend money.
what's the result? Ritz-Carlton's customer return rate is higher than 95% - the average night room rate is over $200. In an industry with an average turnover exceeding the average turnover, RC's turnover is less than 25% and 125% per annum [the hourly wage is about the same]. Customers "Wow!" The story abounds, and the staff is proud to be part of a company that has won several Malcolm Baldrige and other quality and performance awards.
Ritz-Carlton Employee Story
- Several merchants walked down the corridor on the way to the hotel lobby, dragging the floor with a staff member on the way. The waiter inadvertently heard a man telling his friend that he was dissatisfied with his room because of a bathtub problem. The staff introduced himself and apologized for the problem. He moved the man to the room of the concierge and continued to solve the bathtub problem.
- A couple spent their 15th wedding anniversary at the Ritz-Carlton, Florida, and they were talking about the occasion while visiting the hotel gift shop. The clerk inadvertently heard their voice and saw their name on the register, then immediately sent a bottle of champagne and glasses to their room and was praised by the hotel.
The hotel chain is the first to introduce a series of employee-based strategies that distinguish it from the best products in the competition.
The housekeeping service sets the station as a specific station when preparing a room for a new visitor. If the workstation is changed while cleaning, the new settings are logged and the customer's subsequent visits will find the station's preset station when they arrive.
The hotel's computer system also provides the customer's name and room number to any support staff [front desk, kitchen, etc.] who handles the call. The customer will then state it with the correct name on any call made within the hotel.
Can you apply these world-class methods to drive your business innovation? of course can! What results would you see? You will see high morale, high employee engagement, reduced costs and improved customer satisfaction. All of this will translate into more sales for higher-end customers. Want to try it? go ahead!
Orignal From: Ritz-Carlton - Action Innovation Research
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