Darren Nelson Flor Hernandez Kathleen Bennett Priynk Gautam

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Darren Nelson Flor Hernandez Kathleen
Bennett Priynk Gautam
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Ritz-Carlton Case Information

• What is the name of the individual who had a
  dream to run luxury hotels?
• Where was the first Ritz-Carlton located?
• What corporation currently owns the Ritz-Carlton?
• What is the Three Steps of Service?
• What is The Motto of the Ritz-Carlton?

3
Ritz Carlton History

• When did the founder die?
• Why do they use blue stemware in the dining room?
• How many employees does the Ritz-Carlton
  employee?
• The Ritz-Carlton is the first and only hotel
  company twice honored with what award?

4
Traditional Training Methods (Puzzle)

• Complete the crossword puzzle
• Be sure and include spaces and hyphens in your
  answers. (example on-the-job, role plays)
• Work in small groups
• Extra copies available to use for studying for
  the final

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Answers to Puzzle

• Across
• 1 Role Plays
• 7 Lecture
• 8 Simulation
• 9 Case Study
• 10 Apprenticeship
• 11 Behavior Modeling

• Down
• 2 On-the-job
• 3 Group Building
• 4 Action Learning
• 5 Team Training
• 6 Self-Directed

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Train MethodsSeven Day Countdown

• Day One
• Pep Rally
• Chanting
• Applause and admiration by hotel managers
• The best of the best for trainers
• Videos about history and awards

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Day One (contd)

• What type of traditional training methods do you
  feel the Ritz uses during Day One?
• Group Building Method
• - designed to improve or build group
  effectiveness.
• -builds group identity.
• -Understand the dynamics of interpersonal
  relationships.
• -Increase and coordinate effective team skills

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Day One (contd)

• Team Training
• - coordinates the performance of individuals who
  work together to achieve a common goal
• - Knowledge
• - Attitudes
• - Behavior

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Day Two

• Individuals met for an introduction
• Group exercises
• - likes and dislikes
• - how to function together as an
  effective unit
• Vision Session
• - share goals and missions

10
Days Three Through Seven Skills Training

• Uniform fittings, personal grooming sessions,
  daily lineup procedure
• Formulate and refine each department philosophy
  and statement of goals
• Simulations
• -Life safety training
• -Learn more about products and materials
• Role Plays
• - Handling guests difficulties
• - Mock meals are prepared
• -check-in-procedure trials
• -Housekeepers prepare rooms for guests

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Day Three Through Seven(contd)

• Case Studies
• - Guest Incident Action
• -Analyze what went wrong during mock meals,
  trials for check in procedure
• - Observations were passed on to trainers
• One-on-One Training

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Day Three Through Seven(contd)

• On-the- Job Training(OJT)
• - refers to new or inexperienced employees
  learning in the work setting and during work by
  observing peers or managers performing the job.
• - informal training
• Advantages
• Cost saving
• Offered any time
• Disadvantages
• Not uniform
• May not understand the demonstration or practice

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Days Three Through Seven Skills Training

• Behavior Modeling
• presents trainees with a model which
  demonstrates key behaviors to replicate and
  provides trainees with the opportunity to
  practice the key behaviors.
• based on social learning theory
• Appropriate for learning skills and behaviors
• Most effective techniques for teaching
  interpersonal and computer skills.
• Malcolm Baldrige Natioanl Quality Award
• (1992 and 1999)

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Activities in a Behavior Modeling Training
Programm

• Introduction
• Watch video that presents key behaviors
• Listen to rationale for skill module
• discuss experiences in using skills
• Skill Preparation and Development
• View model
• Participate in role plays and practice
• receive oral and video feedback on performance
  of key behaviors
• Application Planning
• Set improvement goals
• Identify situations in which to use key
  behaviors
• Identify on-the-job applications of the key
  behaviors

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Measuring Methods

• Quality Engineers
• Testing skills
• ex. Housekeeper, Telephone operators
• Testing knowledge
• Three Steps of Service
• 1. A warm and sincere greeting
• 2. Anticipation and compliance with guest needs
• 3. A fond farewell, using the guests name if
  possible
• Credo
• The Ritz-Carlton Hotel is a place where the
  genuine care and comfort of our guests is our
  highest mission. We pledge to provide the finest
  personal service and facilities for our guests
  who will always enjoy a warm, relaxed yet refined
  ambiance. The Ritz-Carlton experience enlivens
  the senses, instills well-being, and fulfills
  even the unexpressed wishes and needs of our
  guests.

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Self Directed Work Teams

• Teams responsible for
• Sharing various management or leadership
  functions
• Planning and improving work processes
• Developing team goals and mission
• Scheduling and payroll
• Team performance reviews
• Coaching and training team members
• Ordering and purchasing of supplies and
  maintenance of inventories

Self-directed learning
Group Building
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Advantages of Self-Directed Learning

• Allows trainees to learn at their own pace
• Requires fewer trainers
• Reduces cost
• Makes multiple site training realistic
• Liberate and unleash the creative potential and
  entrepreneurial abilities of employees
• Free managers from the day-to-day operations

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We are ladies and gentlemen serving ladies
and gentlemen

• Every shift, every day, _at_ every Ritz-Carlton
• Mr. BIVs
• 20 basics
  12 Service Values

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Dilemma

• The hotels usually open at 50 occupancy and it
  takes 3 to 4 months to get up to 80
• Collins, the owner, wants McBride to extend the 7
  day countdown longer and open at full capacity
  and to train the employees on service even longer

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Decisions to Address

• Should McBride follow Collins request and extend
  the 7 day countdown and open at full capacity?
• Do you want to get quality and then work on
  volume or volume then work on quality?
• Is there any guarantee that more training will
  allow the hotel to open at higher capacity?

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The Arguments

• Cons
• The additional time might inhibit transfer of
  training and lower the impact of the social
  training
• The Ritz competitive advantage is world class
  customer service and its reputation will be
  established in the first few weeks
• The seven day is a PROVEN best practice
  methodology

• Pros
• The extra training will make employees more
  comfortable
• The employees MIGHT be able to provide even
  better customer service
• The hotel would be able to generate full revenue
  faster
• The additional pay and time relative to the cost
  of the opening of the hotel was small