Ritz-Carlton conducts customer service training programme
MORE than 40 Jamaican business professionals recently attended a customer service-training programme hosted by The Ritz-Carlton Rose Hall, Jamaica.
The senior management of Jamaica’s only AAA Five Diamond resort conducted the one-day training session entitled “Creating a Culture of Service Excellence”. It was designed to teach service industry individuals self-improvement techniques, customer service skills and relationship building practices.
Participants ranged from general managers and vice-presidents to restaurant managers and customer service managers.
“The primary objective of the programme was to share aspects of the company’s philosophy and practices that have contributed to its tradition of service excellence and resulted in our winning the first Five Diamond Award for the country,” said general manager Doug Brooks.
Participants were first greeted with a warm welcome and escorted to the grand ballroom by members of the hotel’s management team. The presenters then took the participants through:
* the hotel’s staff selection process,
* quality management practices,
* problem solving techniques,
* the three steps of service and relationship building strategies.
The presentations stimulated many lively discussions and full participation from the ladies and gentlemen who attended.
In true Ritz-Carlton style, the hotel’s food and beverage team “wowed” guests with unique coffee break presentations and a delectable lunch prepared by executive chef Dennis McIntosh.
“I am so happy that I made the effort to attend this training session by The Ritz-Carlton. I have learned so much about service excellence that I can incorporate into operations at Tryall,” said general manager of Tryall Beach and Golf Resort, Ted Ruddock.
Vice-President of SuperClubs, Sam James expressed similar sentiments.
“I am utterly impressed with The Ritz-Carlton standard of service. It is really a shining example of what we can achieve in our hospitality industry,” he said.
Participants who stayed at the hotel were offered a special rate that included food and beverage.
