BUILDYOUR SERVICE CULTURE

Study Case: The Ritz Carlton

Yana Sandhi

• Sekolah Tinggi Pariwisata, Nusa Dua – Bali

• The Ritz Carlton Hotel Resort & Spa, Bali
• AYANA Resort & Spa, Bali
• Idaman Property
• AYOBIZ Online Marketing
• Founder INCENTRIC

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 A Story
Focus to create guest for life

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Customer Experience Formula

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SERVICE LOYAL
EXPERIENCE TRUST
CULTURE CUSTOMER

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SERVICE
CULTURE?
Apa arti dan pengertian dari
Service Culture?
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 Service
Tindakan untuk memberikan value/nilai kepada orang lain.

Culture
Adalah cara hidup sekelompok orang seperti perilaku,
kepercayaan dan nilai-nilai. Umumnya terjadi tanpa
memikirkannya yang diteruskan melalui komunikasi dan
peniruan dari satu generasi ke generasi berikutnya.

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MembangunServiceCulture

Pikiran Perkataan Perbuatan

Perubahan Karakter Kebiasaan

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Pikiran

Pemahaman bersama semua team,

kenapa (BIG WHY?) dan pentingnya
Service Culture untuk mencapai tujuan,
baik untuk perusahaan, customer
maupun pribadi setiap anggota team.

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 Perkataan

Pembuatan secara tertulis Dasar-Dasar Service

Culture/The Foundations (CREDO, Service Values, Service
Standards) yang digunakan sebagai afirmasi harian dan
pedoman utama dalam mengambil segala tindakan dan
keputusan.

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 Credo
Cara untuk mengungkapkan apa yang
Anda yakini dan nilai-nilai apa yang
penting bagi Anda.
Credo dapat membantu dalam
memandu keputusan dan tindakan
Anda karena di dalamnya terdapat
gambaran siapa anda, tujuan/purpose
serta bagaimana mencapainya.

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CREDO:
Ritz-Carlton adalah tempat di mana perhatian yang tulus dan kenyamanan dari
para tamu kami adalah misi tertinggi kami.

Kami berjanji untuk memberikan pelayanan pribadi dan fasilitas terbaik untuk
tamu kami yang akan selalu menikmati suasana yang hangat, santai dan suasana
terindah.

Pengalaman Ritz-Carlton yang menghidupkan indera, kenikmatan dan bahkan

memenuhi keinginan dan kebutuhan tamu kami yang tidak diungkapkan.

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 ServiceValues
Nilai-nilai dan keyakinan-keyakinan yang menjadi dasar utama untuk
memberikan pelayanan terbaik kepada pelanggan/customer, baik
internal maupun external.

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SERVICE VALUES: I Am Proud To Be Ritz-Carlton

1. I build strong relationships and create Ritz-Carlton guests for life.

2. I am always responsive to the expressed and unexpressed wishes and needs of our guests.
3. I am empowered to create unique, memorable and personal experiences for our guests.
4. I understand my role in achieving the Key Success Factors, embracing Community
Footprints and creating The Ritz-Carlton Mystique.
5. I continuously seek opportunities to innovate and improve The Ritz-Carlton experience.
6. I own and immediately resolve guest problems.
7. I create a work environment of teamwork and lateral service so that the needs of our
guests and each other are met.
8. I have the opportunity to continuously learn and grow.
9. I am involved in the planning of the work that affects me.
10. I am proud of my professional appearance, language and behavior.
11. I protect the privacy and security of our guests, my fellow employees and the company’s
confidential information and assets.
12. I am responsible for uncompromising levels of cleanliness and creating a safe and accident-
free environment.

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 Service Standards
Perilaku atau tindakan tertentu yang ditetapkan untuk memastikan
konsistensi dan menjaga kualitas dari pelayanan yang diberikan.

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THE RITZ CARLTON 20 BASICS
1. The Credo will be known, owned and energized by all employees.
2. We are Ladies and Gentlemen serving Ladies and Gentlemen.
3. The three steps of service shall be practiced by all employees.
4. Smile- "We are on stage." Always maintain positive eye contact.
5. Use the proper vocabulary with our guests (eliminate hi, ok, folks, etc.)
6. Uncompromising levels of cleanliness are the responsibility of every employee.
7. Create a positive work environment. Practice teamwork.
8. Be an ambassador of your hotel in and outside of the work place. Always talk positively.
9. Any employee who receives a guest complaint "owns" the complaint.
10.Instant guest pacification will be ensured by all. Respond to guest wishes within ten minutes of the request. Follow up with a
telephone call within twenty minutes to ensure their satisfaction.
11. Use guest incident action forms to communicate guest problems to fellow employees and managers. This will help ensure that
our guests are never forgotten.
12.Escort guests, rather than pointing out directions to another area of the hotel.
13.Be knowledgeable of hotel information to answer guest questions.
14.Use proper telephone etiquette. Answer within three rings and, with a "smile", ask permission to put a caller on hold. Do not
screen calls. Eliminate call transfers when possible.
15.Always recommend the hotel's food and beverage outlets prior to outside facilities.
16.Uniforms are to be immaculate. Wear proper footwear and your correct nametag.
17.Ensure all employees know their roles during emergency situations and are aware of procedures.
18.Notify your supervisor immediately of hazards, injuries or assistance needs you have.
19.Practice energy conservation and proper maintenance of hotel property.
20.Protecting the assets of a Ritz-Carlton Hotel is the responsibility of every employee.
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Tiga Langkah Service

1.Salam hangat dan tulus. Gunakan

nama tamu.

2. Antisipasi dan pemenuhan

kebutuhan setiap tamu.

3.Salam perpisahan. Berikan salam

perpisahan yang hangat dan
gunakan nama tamu.

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HOW to make it?
1. Gali dan identifikasi nilai-nilai utama (Core Values) yang ingin tertanam di
perusahaan.
2. Untuk Credo/Ikrar/Deklarasi berisi dengan jelas APA, TUJUAN dan JALAN
mencapai tujuan.
3. Tulis dan rangkai menjadi kalimat yang ringkas dan mudah dimengerti.
Hindari kata-kata yang masih harus dijelaskan artinya.
4. Mengandung inspirasi dan motivasi untuk bersama-sama mewujudkan
tujuan.

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 Perbuatan

Membuat program dan panduan untuk mengenalkan dan

memudahkan dalam menerapkan Service Culture, baik itu untuk
internal maupun external customer:
- Orientasi
- Campaign
- Training
- dll

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 Kebiasaan

Membuat program untuk terus menerus mengingatkan Service

Culture seperti:
- Training
- Briefing Harian
- Meeting Mingguan/Bulanan
- Re-orientation
- dll

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 Karakter

Menilai bagaimana karakter yang mulai terbangun baik secara

langsung maupun tidak langsung seperti:
- Penilaian kinerja (team work, produktifitas dll)
- Feedback internal & external
- dll

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 Perubahan

Menilai dan menganalisa setiap perubahan dari berbagai

KPI (Key Performance Indicator) yang sudah ditentukan:
- Survey
- Feedback/Review
- Penilaian pihak ketiga (ex: Mistery Shopper)
- dll

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Roadmap

NEW YES

Steering Orientation
Foundations Campaign Monitoring Review
Committee & Training

REVISE NO

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ThankYou
Yana Sandhi
08123 999 157
yanasan@gmail.com
@yanasandhi

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