When we talk about service at The Ritz-Carlton, we talk about the Gold Standards. So I’m excited, that our Ritz-Carlton brand recently received the tremendous honor of being one of only 40 companies named to the elite J.D. Power Customer Service Champion list for service excellence. To determine which companies would make the list, J.D. Power & Associates evaluated more than 800 different brands based on customer feedback, opinion and perception.
The ladies and gentlemen that are a part of our Ritz-Carlton team are truly doing an amazing job when it comes to ensuring their guests have defining moments during their stays. First and foremost, we put a major emphasis on training for all employees, no matter their department or title. Every new employee must attend a mandatory New Employee Orientation before they are allowed to serve a guest. During this training, there is a strong focus on The Ritz-Carlton culture, which is referred to as The Gold Standards.
Our associates that work for other brands within Marriott also receive extensive training to ensure service excellence continues. Our Renaissance brand immerses their associates in a program called “Ready, Set, Discover!” This program helps them draw on their past experiences, stories and feelings to connect them emotionally to the brand and teach them the importance of Renaissance service at every touch point throughout the guest experience.
And, as our JW Marriott brand continues to expand globally, we are focusing our efforts on ensuring that associates at each, individual hotel around the world complete rigorous cultural and functional training based on their location so they can deliver perfectly orchestrated experiences and exceed the expectations of our guests.
I congratulate all of the ladies and gentlemen of The Ritz-Carlton on their much-deserved accolade, and thank them and all of our associates around the world for the fantastic service they consistently provide to our guests.
I’m Bill Marriott and thanks for helping me keep Marriott on the move.