Page 233 - The New Gold Standard

Aspire, Achieve, Teach
needs. Leadership developed two training arms—the global
learning center (which is internally focused) and the Leadership
Center (which is externally directed). Both educational entities
exemplify how the strength of the company can be leveraged to
make a meaningful difference both in the lives of its own staff
and, more broadly, in the lives of individuals in other businesses.
The global learning center and the Leadership Center emerge
primarily from the company’s pursuit of quality excellence.

Internal Training: The Global Learning Center
The global learning center’s services are directed toward enhanc-
ing the lasting excellence of the Ladies and Gentlemen of Ritz-
Carlton and include offerings such as the orientation process
and training in areas like

D Managing difficult situations

D Understanding the difference between guests’
expressed and unexpressed wishes
D Staff operational certification

D Leadership development

D Use of the Mystique customer relationship
management (CRM) process (See Chapter 7 for
more information about Mystique.)

D Total quality management (TQM) processes such as
the Ritz-Carlton Six Steps to Quality Improvement
(See Chapter 6 for additional information about these
processes.)

Through the efforts of the staff in the global learning center
to advance education for the Ladies and Gentlemen of Ritz-
Carlton, the learning culture of the company has achieved one
of the highest recognitions available, acknowledged for being the

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