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Ritz-Carlton: Service Excellence Culture Training

Description : The Ritz-Carlton Culture: Through this in-depth review, you will learn about The Credo, Motto, The Three Steps of Service, The Employee Promise, and the 12 Service Values of The Ritz-Carlton.

Date: April 9, 2019

RSVP: April 6, 2019

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

Attendees: Event is open to EO members, EOA members, EO Strategic Partners and guests.

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 Parking garage available

Schedule Overview: 

10am- Breakfast

10:30am- Keynote

Description : 

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.