Redefining elegance (training at Ritz-Carlton)

Redefining elegance (training at Ritz-Carlton)

Gordon J. Training (USA), March 2007, Vol. 44 No. 2, Start page: 14, No. of pages: 5

Purpose – Explains why Ritz-Carlton was ranked first in Training magazine’s ranking of the top 125 US firms for training in 2007. Design/methodology/approach – Quotes from senior human resource and training specialists from Ritz-Carlton about the approach taken to training and how this has generated a culture of good customer service which reflects the needs of individual customers. Also describes the performance support system that enables this. Findings – Underlines the contribution that training and performance support makes to achieving high levels of customer service at the hotel chain. Originality/value – Cites Ritz-Carlton as an example of good training practice.ISSN: 0095-5892Reference: 36AJ119

Keywords: Training, Customer Service, Hotels, USA