Angela Cauthorn
Nneka Eni
Heather Kromer
Jessica Lovorn
Ryan Rothermel
Peter Singer
Presentation Overview
Company History
Business Model
Current State
7 Day Countdown
Learning Methods
Ritz-Carlton History
Cesar Ritz
Shepherd in Switzerland
Moved to Paris and worked in some of
the finest hotels and restaurants
Opened first hotel in Paris, followed by
London (1898)
Dubai
Ritz-Carlton History
1927: Ritz-Carlton Hotel Company
Dubai
Dubai
Dubai
Quality at Ritz-Carlton
2 Time Winner of Baldrige Award for
Quality
Total Quality Management
Continuous improvement
Programs designed to meet customer needs
Day 21 Event
Degree to which company lived up to
promises made to employees during
orientation
Washington D.C.
The Property
Many decisions have to be made regarding
the site of a new Ritz-Carlton hotel
The new D.C. location was desirable
because of its proximity to may sites of
interest such as the White House, Capitol
Hill, Embassy Row and the Foggy Bottom
Historic district
Washington D.C. also attracted foreign
diplomats and other potentially strong
clientele
Washington D.C.
Market Customization
The Ritz-Carlton had to customize each
hotel to meet the local market demand
In recognition of the fact that most of
the potential customers were internet
savvy, the hotel planned to link
restaurant services to the internet
Hotel guests and condominium residents
could order food online
Washington D.C.
Market Customization
They also decided to break away
from the companys historic English
tradition
The Ritz-Carlton recognized that old
English tradition did not work well in the
new millennium; especially since their
main competitor was The Four Seasons
Washington D.C.
Staff Selection
Millennium Partners had the right to
approve the individuals nominated by
the Ritz-Carlton for the executive
positions
The General Manager, the Director of
Marketing and the Controller
These executive members then selected
their function managers who in turn were
responsible for hiring line-staff members
Washington D.C.
Service Philosophy
Gold Standards
Hong Kong
Lecture Method
One way communication from trainer
to the trainee through spoken words
Least expensive training method
Best used for getting large amount of
information in a well thought-out
manner
Hong Kong
Audiovisual Instruction
Overhead, slides, and video in
conjunction with lecture
Multiple advantages for trainers:
Ability to go back or skip forward in lesson
Can be watched as many times as needed
Exposure to real life situations that are
difficult to replicate
Consistent instruction
Allows for review
Hong Kong
Hong Kong
Self-directed learning
There is only one way of teaching
self teaching. Think, when youve
left, where are you in creating a fine
memory ?
Hong Kong
Self-Directed Learning
Employee has total responsibility to
learn all objectives
Determines when, where, and at what
rate learning will take place
Biggest drawback is employee must be
motivated to learn material on their own
Hong Kong
Last 3 Days
Departmental technical training occurred
Learn details involved in performing their jobs
to standards
New York
Role Play
For role plays to be effective, trainers
need to engage in several activities
before, during, and after the role play.
Before the Role Play:
It is critical to explain the purpose of the
activity to the trainees
Increases the chance that they will find the
activity meaningful and be motivated to learn
Role Play
During the Role Play:
The trainer needs to monitor the time,
degree of intensity, and focus of the
groups attention
The more meaningful the exercise is to
participants the less trouble the trainer
should have with focus and intensity
Behavior Modeling
Presents trainees with a model who
demonstrates key behaviors to
replicate and provides trainees with the
opportunity to practice key behaviors
Key Behavior is one of a set of behaviors
that are necessary to complete a task
New York
Behavior Modeling
Vicarious Reinforcement occurs
when a trainee sees a model being
reinforced for using certain
behaviors
Research suggests that behavior
modeling is one of the most
effective techniques for teaching
interpersonal skills
New York
Dubai
Dubai
Flawless Execution
Focus on quality (not quantity) from the very
beginning
Dubai
Dubai
Dubai
Ritz-Carlton Now
Dubai
McBride Now
Since January 2006-- Regional Vice
President for Rosewood Hotels and Resorts
Since December 2003--Managing Director
of The Carlyle
Joined The Carlyle from The Grosvenor
House in London where, as General
Manager, he was recruited to reposition
this landmark hotel after an extensive
renovation
Dubai
Collins Now
Brian Collins Named President at
Intrawest, Reporting to Recently
Named CEO Bill Jensen
VANCOUVER, June 3, 2008
Dubai
Ritz-Carlton Now
The Ritz-Carlton, Washington, D.C. Wows
Guests with Multi-Million Dollar Renovation
Washington is experiencing a renaissance of sorts right now, with a revived cultural and
dining scene. Its not just the city of monuments anymore, and guests want to
experience this dynamic city in style. said Nicholson. Re-imagingthe Ritz-Carlton,
Washington D.C. to fit this exciting time was a wonderful experience for me.
Bringing it Together
Training methods used in the RitzCarlton case
Lecture
Audiovisual techniques
Hands on Methods
Self-Directed Learning
Role Play
Behavior Modeling
Dubai
Bringing it Together
Training methods not seen in the
case
Business Games
Case Study
Simulation
Hands on Training
On the Job Training
Trilogy
Trilogy founded in 1989 (Austin, TX)
Configuration software
Allows salesperson to transfer a customers
needs into computer specifications,
producing an accurate price quote.
Company clients include large names such
as HP
Trilogy University
Three month program:
Month One:
Assigned to section and track, functional
learning and assignments
Month Two:
Project Month. Develop an idea, and the
business model for it. Build the product and
develop the marketing plan
Month Three:
Graduation projects, assignments within
business units
Trilogy University
Month One
Section is a new hires social group for
duration
Assignments mimic customer
engagements
Experiential Learning
Experiential Learning
Four stages
Gain Conceptual Knowledge and Theory
Functional learning
Trilogy University
Month Two
Project month
Small teams develop a product, its business
model, a prototype and a marketing
strategy
Action learning: actual problem solved and action
plan developed
Action Learning
Used to solve important problems,
develop leaders, quickly build high
performance teams, and transform
organizational culture.
Action Learning
Steps in Action Learning
Identify sponsors (CEO)
Identify problem or issue (New product
needed)
Identify group to address problem (TU
employees)
Identify coaches (Section Leaders)
Present problem to the group (Month two)
Group discussion
Data gathering
Group Presentation
Self-reflection and de-briefing
Trilogy University
Month Three:
Graduation projects or continuation of
TU projects
Graduation process
Meeting with TUer, new manager, section
leader
Begin full assimilation into the organization
Adventure Learning
Focuses on the development of
teamwork and leadership skills
through structured activities
Best suited for development of selfawareness, risk taking, problem solving
and conflict management
Examples:
Trust falls
Low ropes course
Team Training
Utilized to train and prepare those
working in a team (NASCAR, military)
Four elements
Tools
Methods
Strategies
Coordination Training practice other skills
Cross-training how to share information
Team leader training how to lead /
facilitate
TU Outcomes
Product Pipeline
The idea to sell cars on the internet was developed at
Trilogy University in 1997; now Trilogy has a global
alliance with Ford
Leader Development
Trilogys section leaders are actually top performers at
Trilogy
The university is grounds to develop these performers
in to top-notch leaders
Strategy
Leaders have a teachable point of view (TPOV),
which is constantly tested
TU Outcomes
Organizational Transformation
Trilogy sees its new hires as the best chance to
change the company
Trilogy University was developed as a way to keep the
company moving forward
Summary
Ritz-Carlton in Washington D.C.
Training Overview
Ritz-Carlton utilizes several training methods to train
their ladies and gentleman