Page 302 - The New Gold Standard

Index

“Preference pads,” 148 Renaghan, Leo, 175
Preferences, gauging, 152–153 Respect, 103–105
Premtaj, Marty, 66 Responsibility, 180–182, 225
Previsit customer contact, 149 Return value, 241–242
Privacy of information, 153, 154, Reynolds, Mercer, 239
176–177 Ripert, Eric, 140
Process standards, 54 Ritz, César, 1, 3–4, 16
Product standards, 54 Ritz, Charles, 5
Profitability, 95–97, 228 Ritz, Marie, 2
Promises: Ritz-Carlton Club, 208–211
employee, 98–101 Ritz-Carlton Hotel Company,The, 1–16
reputation for keeping, 101–103 commitment to quality in, 7–10
essence of, 12–16
Q history of, 2–7
Quality, commitment to, 7–10 lessons learned from, 10–12
Quality improvement, 119–145 volunteer hours and product dona-
for customer satisfaction, 131–138 tions by, 233
learning from others’ excellence for, Ritz-Carlton Investing Company, 2
120–126 Ritz-Carlton Management Company, 5
through local involvement in business Ritz-Carlton Mystique:
processes, 142–144 database for, 147–155
and needs of business partners, definition of, 65
139–142 Ritz-Carlton Residences, 210–212
by understanding changes in cus- Ryder, Sandra, 20
tomer base, 138–139
for workforce engagement, 126–131 S
Quality improvement teams, 142–143 Salazar, Natalie, 13–15
Quality leaders, 134, 157 Saldivia, Miguel, 199
Sanders, Robin, 88–89
R Savarino, Paul, 248–249
Radar On/Antenna Up course, 158–160 Sbraga, Kevin, 194
Recruitment, 78 Scenography, 52–53
Rehmann, Ken, 101, 102, 135, Schinnerl, Erwin, 105–106
142–143 Schulze, Horst:
Reid, Angella, 241 biography of, 27–28
Relationship, training through, 85–89 and company difficulties, 6
Relevance, 44–69 on cutting costs, 8
challenges in maintaining, 261–262 on employee selection, 259–260
and changes in company image, 67–69 on home-away-from home experi-
of customer database information, ences, 172–173, 177–178
148–149 on hotel openings, 24
for employees, 102 and lineup, 39–40
to needs of community, 57–61 on losing leadership, 262
of physical environment, 50–55 on mission statement, 228–229
service values for, 61–67 on The Motto, 26–27, 29
various forms of, 55–57 on strengthening communities, 251

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