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Learning From The Ritz-Carlton Customer Service Philosophy

We can learn much from the Ritz-Carlton Gold Standard and their exceptional customer service philosophy and orientation. “Putting on the Ritz” has always meant top-quality, the best of the best. Where did they acquire this reputation? From their customers – and it is well deserved. These numbers from a profit-perspective should look a lot more like 50-50 if you want to have the best reputation and the largest increase in customers and profits year-over-year. In a recent independent survey, 99 percent of guests said they were satisfied with their Ritz-Carlton hotel experience and over 80 percent stated they extremely satisfied.

The Ritz-Carlton focuses on taking care of their customers and employees and this creates an amazing standard of customer service. The key to impressive customer service is to create loyal customers. Loyal customers return again and again to spend there money and are less price sensitive. Satisfied customers might return, but are equally likely to go anywhere else and seek out the lowest price. Therefore, satisfaction is virtually meaningless and only customer loyalty truly counts.

The Ritz Carlton provides managers and employees with 250 to 300 hours of training in their first year Ritz-Carlton lets customers know that they are valued and encourages them to make the client and customer service their top priority. Trainers and managers focus on making sure the staff is well versed in the Ritz-Carlton Gold Standards. For the Ritz-Carlton these Gold Standards are not a procedure, they are philosophy and a way of life.

The Ritz-Carlton philosophy is that any employee who receives a complaint from a guest owns that complaint. First-line employees such as desk clerks, bellboys and housekeepers are empowered to spend up to $2000 to handle any customer complaints and managers can spend up to $5,000 without additional authorization.

The Ritz-Carlton has a manual for quality improvement and problem-solving procedures. The manual contains approximately 1000 potential problems that a client could have during their stay and the appropriate procedure(s) for dealing with each of these challenges so that the client is exceptionally pleased with the outcome.

With businesses typically losing 20% of their customers each year, we should clearly be spending more time, money and energy on customer service and retention than we are on marketing to new customers. The typical business spends 90% or more of their funding and focus on marketing to new customers and 10% or less on retaining old customers.
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The Ritz-Carlton in Manalapan

Manalapan is more than just the setting for the William Hurt/Kathleen Turner classic Body Heat. It is also the former residence of (in)famous boxing promoter Don King, as well as New Age music megastar Yanni! With credentials like these, I challenge anyone to resist the lure of Manalapan.

Admittedly, there isn’t all that much to Manalapan. The population of the town is just over college in nashville 350 people, but its location in Palm Beach county makes it close to a lot of exciting South Florida action. On top of that, Manalapan is also the site of a Ritz-Carlton Resort – a resort that attracts people of all stripes, and has retained its Mobil 5-star and AAA 5-diamond ratings for quite an impressive amount of time.

The Ritz-Carlton Manalapan has exquisite interiors, decorated in an opulently baroque style. Ornate chandeliers shine onto rich wood furnishings, definitely giving the impression of the palace of a bygone era. The rooms and suites are all fantastic, but I think the best part about the resort is the restaurants and lounges included in the complex (as well as the entertainment provided in these establishments).

The Lobby Lounge is an exquisitely decorated locale that offers high tea and light meals during the day, and great drinks and expensive appetizers at night. The evening feature live music, either a small jazz combo or a single pianist, and the quality of these acts are generally above average (for hotel bar fare).

The Ritz-Carlton in Manalapan has quite a few offerings for fine or casual dining, depending on what you are feeling like. The Grill is my personal favorite, mainly because of it’s prodigious wine list, but also for dishes like their roasted veal tenderloin. Desserts are delicious and inventive, such as the bittersweet chocolate millefeuille , which is absolutely delicious. For a more casual dining experience, try Soleil, which has a fantastic view, though the food isn’t as good as the Grill.

Everyone loves the Ritz-Carlton, and you can find a great one in Manalapan. Remember that a Mirage Limo matches perfectly with any resort experience, transforming a mundane transit experience into a vacation in itself. The Manalapan Ritz-Carlton and a limoare a combination bound to please.

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