In the blog “Ashley Furness: The Secret to Ritz-Carlton’s Customer Service Mojo,” Furness outlines a few core elements to Ritz-Carlton’s success revealed by Diana Oreck, VP of the Ritz-Carlton Leadership Training Center, in an interview.
In a future blog of mine, I will highlight the core elements outlined by Oreck when it comes to optimizing healing healthcare and the patient experience.
A special thanks to Bill Quiseng for bringing this blog to my attention!
Prior to my present position as resort manager for Marriott’s Ko Olina Beach Club, I served as the charter general manager for The Henry – Autograph Collection (Autograph Collection is Marriott International’s exclusive portfolio of independent hotels) when it was reflagged after 21 years as the Ritz-Carlton Dearborn, MI (Ritz-Carlton is a wholly owned subsidiary of Marriott International). Almost all the associates were former Ritz-Carlton “Ladies and Gentlemen”. Last year The Henry was recognized as one of Marriott International’s Hotels of the Year. I am convinced that while they are now The Henry associates they still would bleed Ritz-Carlton blue. And if you’ve every stayed in a Ritz-Carlton hotel you know there is something extraordinary about the refined delivery of customer service by its associates. So when fellow customer service blogger Ashley Furness offered to share an interview she conducted with Diana Oreck, vice president of the Ritz-Carlton Leadership Training…
View original post 1,136 more words