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Ritz-Carlton: Service Excellence Culture Training

Date: April 9, 2019

Venue: Pyramid Club, 1735 Market St, Philadelphia, PA 19103

RSVP: Please note the event is currently at capacity. Please add yourself to the wait list and if a space becomes available we will contact you to confirm your registration.

Attendees: Event is open to EO members, EOA members, EO Strategic Partners and guests. Event capacity of 100, first come first serve. 

Attire: Business casual is recommended in all areas of the Club.  Jacket and tie are preferred for men dining in the Club, but they are not required.  Ladies are asked to use discretion and dress accordingly.  Casual clothing such as shorts, tube or midriff tops, athletic shoes and athletic wear are not appropriate Club attire.  Dress denim is acceptable only in the bar and lounge. 

Parking: Street Parking or the following discounted garages.

The Pyramid Club offers discounted parking at both Sonesta Hotel and Parkway Corp Parking Garage.
Sonesta Hotel offers valet service while Parkway Corp Garage is self-park.
Discounted tickets are provided at the Pyramid Club receptionist.

Sonesta Hotel Philadelphia 1800 Market Street
All Day Passes - $17.00 per car
Evening After 5:00 p.m.- $12.00 per car

Parkway Corp Parking Garage 1700 Market Street

Passes (up to 6 hours)- $15.00 per car

Schedule Overview: 

  • 9:30am- Registration, Breakfast & Mingling

  • 10:15am- Welcome & Keynote

Overview:

The Ritz-Carlton Key Process, known as “The Systems Behind the Smiles”: One cannot extend legendary service without having robust systems and processes in place. You will hear about the selection process at The Ritz-Carlton and how we onboard talent and reward and recognize our associates.

Employee and Customer Engagement: The foundation of driving customer engagement is having engaged employees. You will be introduced to the three levels of employee engagement and shown techniques that will enable you to personalize your service and create emotional connections. 

The Importance of Empowerment: Empowering your employees is an imperative component of legendary service. You will learn about The Ritz-Carlton Empowerment Guidelines, including how these reduce problem resolution costs and create consistently exceptional service.