o Participants will be able to define organizational culture and identify its key components, as demonstrated through a deep dive into the study of The Ritz-Carlton Culture and our methodology. o Attendees will be able to inspire others to understand and pursue strategic vision and direction of the organization. o By the end of the culture of excellence module, participants will be able to model a comprehensive onboarding program that includes orientation, training, and integration activities for new hires. o Participants will learn best practices aimed at retaining talent, solidifying, and improving the relationship between employees and the organization, creating a thriving and energized workforce. o Attendees will acquire a road map for aligning HR key people processes to organizational objectives that drive higher level of employee engagement. o Participants will be able to articulate the relationship between employee engagement and customer engagement, identifying strategies to foster an engaged workforce that drives customer loyalty, as demonstrated through a group discussion and study of brand benefits. o Attendees will learn the key engagement principles that drive emotional connections between customers and organizations. Attendees will walk away with tactical ideas to implement within their organization that creates service excellence and streamlines operational processes o Participants will be able to explain the concept of employee empowerment and its significance in delivering legendary service, identifying a specific framework and guideline that enables staff to resolve guest issues effectively. o Participants will be able to outline the key stages of the customer service journey and demonstrate techniques for anticipating customer needs, including staying present during interactions, applying customer relationship management best practices, and utilizing surprise and delight strategies to enhance customer experiences, as assessed through role-playing scenarios and a reflective discussion. o Participants will be able to identify and describe the five key components that customers seek regardless of industry, as demonstrated through our value model. o Attendees will align business initiatives and operational practices that focus on providing high-quality service to all stakeholders and contributes to a strong customer service culture.

Course Overview & Distinctive Topics: Through this two-day, immersive course experience, attendees ready to transform their organization will walk away with actionable ideas to elevate experiences and engage employees in today’s fast-paced, ever-changing new world. Facilitated by one of our skilled advisors, attendees will also get the chance to experience our brand’s best practices firsthand by attending this world-class onsite experience at the beautiful The Ritz-Carlton, Toronto. This course experience includes the following content as part of the action-rich agenda: Day 1: A Culture of Excellence | Building Success From Within: Through this session, The Ritz-Carlton shares best practices on how to activate and sustain a culture where valued and empowered employees own the customer experience. Day 2: Brand Differentiating Service | Delivering an Elevated Experience: Demystifying the legendary Ritz-Carlton mystique, we will show you exactly how to anticipate and fulfill unexpressed needs, pivot quickly to customize interactions, and make indelible impressions that create passionate internal and external brand advocates.

Distinctive Topics 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. Simple, Sustainable Processes: 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. Optimizing Every Interaction: A discussion about the difference between functional and emotional benefits and why this distinction is critical to brand loyalty. Becoming a Service Sensation: The five components that customers need and want in a service industry professional, regardless of organization or customer

Course Overview & Distinctive Topics: Through this two-day, immersive course experience, attendees ready to transform their organization will walk away with actionable ideas to elevate experiences and engage employees in today’s fast-paced, ever-changing new world. Facilitated by one of our skilled advisors, attendees will also get the chance to experience our brand’s best practices firsthand by attending this world-class onsite experience at the beautiful The Ritz-Carlton, Chicago. This course experience includes the following content as part of the action-rich agenda: Day 1: A Culture of Excellence | Building Success From Within: Through this session, The Ritz-Carlton shares best practices on how to activate and sustain a culture where valued and empowered employees own the customer experience. Day 2: Brand Differentiating Service | Delivering an Elevated Experience: Demystifying the legendary Ritz-Carlton mystique, we will show you exactly how to anticipate and fulfill unexpressed needs, pivot quickly to customize interactions, and make indelible impressions that create passionate internal and external brand advocates.

Distinctive Topics 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. Simple, Sustainable Processes: 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. Optimizing Every Interaction: A discussion about the difference between functional and emotional benefits and why this distinction is critical to brand loyalty. Becoming a Service Sensation: The five components that customers need and want in a service industry professional, regardless of organization or customer

What You Will Learn During this Course: Problems or Opportunities: A change in mindset can change your approach. Learn how The Ritz-Carlton turns customer problems into opportunities to rebuild trust and loyalty. Fundamentals of Listening: Discuss the different types of listening and explore the best practices we implore in listening and build awareness to demonstrate empathy. An Empowered Apology: Review key components of an effective and authentic apology, how to handle various customer issues and how to take ownership for customer retention. Effective Service Recovery: Explore the Ritz-Carlton best practices for effective service recovery that drive successful outcomes for both consumers and brands alike. Empowerment plays a key role in the success of service recovery. Additionally, participants will learn the Ritz-Carlton Empowerment guidelines that allow employees to feel confident and deliver upon our brand’s promise.

Course Overview & Distinctive Topics: Through this two-day, immersive course experience, attendees ready to transform their organization will walk away with actionable ideas to elevate experiences and engage employees in today’s fast-paced, ever-changing new world. Facilitated by one of our skilled advisors, attendees will also get the chance to experience our brand’s best practices firsthand by attending this world-class onsite experience at the beautiful The Ritz-Carlton, San Francisco. This course experience includes the following content as part of the action-rich agenda: Day 1: A Culture of Excellence | Building Success From Within: Through this session, The Ritz-Carlton shares best practices on how to activate and sustain a culture where valued and empowered employees own the customer experience. Day 2: Brand Differentiating Service | Delivering an Elevated Experience: Demystifying the legendary Ritz-Carlton mystique, we will show you exactly how to anticipate and fulfill unexpressed needs, pivot quickly to customize interactions, and make indelible impressions that create passionate internal and external brand advocates.

Join us for a Memorable Atlanta Course Experience. Escape to an exceptional retreat in the heart of downtown Atlanta. Enjoy world-class service, exceptional dining experiences, and accommodations outfitted with classic elegance and style at The Ritz-Carlton, Atlanta. Through this two-day immersive course experience, attendees ready to transform their organization will walk away with actionable ideas to elevate experiences and engage employees in today’s fast-paced, ever-changing new world. Facilitated by one of our skilled advisors, attendees will also get the chance to experience our brand’s best practices firsthand by attending this world-class onsite experience at The Ritz-Carlton, Atlanta. This course experience includes the following content as part of the action-rich agenda: Day 1: A Culture of Excellence | Building Success From Within: Through this session, The Ritz-Carlton shares best practices on how to activate and sustain a culture where valued and empowered employees own the customer experience. Day 2: Brand Differentiating Service | Delivering an Elevated Experience: Demystifying the legendary Ritz-Carlton mystique, we will show you exactly how to anticipate and fulfill unexpressed needs, pivot quickly to customize interactions, and make indelible impressions that create passionate internal and external brand advocates.

Through this two-day immersive course experience at The Ritz-Carlton, New Orleans, attendees ready to transform their organization will walk away with actionable ideas to elevate experiences and engage employees in today’s fast-paced, ever-changing new world. Facilitated by one of our skilled advisors, attendees will also get the chance to experience our brand’s best practices firsthand by attending this world-class onsite experience at this beautiful property. This course experience includes the following content as part of the action-rich agenda: Day 1: A Culture of Excellence | Building Success From Within: Through this session, The Ritz-Carlton shares best practices on how to activate and sustain a culture where valued and empowered employees own the customer experience. Day 2: Brand Differentiating Service | Delivering an Elevated Experience: Demystifying the legendary Ritz-Carlton mystique, we will show you exactly how to anticipate and fulfill unexpressed needs, pivot quickly to customize interactions, and make indelible impressions that create passionate internal and external brand advocates.

Facilitated by one of our skilled advisors, attendees will also get the chance to experience our brand’s best practices firsthand by attending this world-class onsite experience at the beautiful Ritz-Carlton, Laguna Niguel. This course experience includes the following content as part of the action-rich agenda: Day 1: A Culture of Excellence | Building Success From Within: Through this session, The Ritz-Carlton shares best practices on how to activate and sustain a culture where valued and empowered employees own the customer experience. Day 2: Brand Differentiating Service | Delivering an Elevated Experience: Demystifying the legendary Ritz-Carlton mystique, we will show you exactly how to anticipate and fulfill unexpressed needs, pivot quickly to customize interactions, and make indelible impressions that create passionate internal and external brand advocates.