The world-famous Ritz-Carlton hotels are known for personalised service. The general manager of the Ritz-Carlton in Toronto screens prospective employees with the goal of hiring and training those who are enthusiastic about providing superior customer service. He says the key question his employees must ask themselves is: 'How can I make things more hassle-free for the guest?' Read more about the Ritz-Carlton's Gold Standards here.The hotel company created the acronym MR BIV to focus employees on avoiding and correcting service slipups:
Mistakes
Rework
Breakdowns
Inefficiencies
Variation in work processes
According to a J.D. Power survey, hotel guest satisfaction in North America is at an all-time high--which means hotels must work even harder to stand out.
Especially in this digital age, when customers can research hotels and share experiences in an instant, the president of Ritz-Carlton has this to say about the secret to superior customer service:
'Customers today have an expectation of seamless service, in part because of the online experience and other technological factors. It’s important that we provide them with this seamless service– all of the element of the luxury hotel experience must integrate and flow together, from the planning process when they make the reservation, to when they depart the hotel'.
To encourage repeat visits and keep loyal hotel guests informed about new locations and services, the Ritz-Carlton publishes a full-colour online magazine filled with travel possibilities and tips. The corporate FB page has more than 550,000 likes and its Twitter account has attracted nearly 150,000 followers. The hotel is especially active on Pinterest, where its pins are spread across 123 boards with titles such as 'Discover the world' and 'I do.'
