Ritz-Carlton

							Welcome to The Ritz-Carlton, Wolfsburg



The Ladies and Gentlemen
   of The Ritz-Carlton,
 Wolfsburg are pleased to
 welcome you as our guests
 The Ritz-Carlton Hotel Company
• The Ritz-Carlton Hotel Company was founded in
  1983 by Horst Schulze; headquarters are located in
  Atlanta, Georgia
• The goals of the Company:
- To offer the highest level in service
- To set the standard for the hotel industry
- To create innovation within the framework of the
  Company„s long-standing values and traditions
• Currently there are 55 Ritz-Carlton Hotels
  worldwide
   The Ritz-Carlton, Wolfsburg . . .
• 1997 – Ferdinand Piech had a vision of building the
  Autostadt as an exceptional, innovative and service-
  oriented „Auto Park“, with a 5-star luxury hotel as
  its benchmark for guest-oriented service
• Grand Opening of the Autostadt and The Ritz-
  Carlton on the 1st of June 2000 – the mission begins
• The Mission of the Ritz-Carlton, Wolfsburg:
  Excellent service, warm hospitality, the highest
  standards in quality, the most modern technology
  and outstanding design
• Architecture by Dr. Gunter Henn; interior design by
  Andrée Putman
The Ritz-Carlton Hotel
  Company, L.L.C.

    Philosophy …
 The meaning of the Ritz-Carlton
          Philosophy:
             The Motto:
“We are Ladies and Gentlemen serving
        Ladies and Gentlemen”
   Every guest must feel, see and
  experience this concept at all times
  and during every interaction – this
   appeals to the guest’s emotions.
The History of the Ritz-Carlton Philosophy
 • Horst Schulze develops the Credo, the Motto,
   the 3 Steps of Service and the Employee
   Promise as the foundation of the company
 • Leadership and Total Quality Management are
   the basis for a living company philosophy
 • Handover of responsibility to all employees on
   every level and in every position
 • Receipt of the Malcolm Baldrige National
   Quality Award in 1992 and 1999
 • EFQM „Recognized for Excellence“ Award-
   The Ritz-Carlton, Wolfsburg 2002
    THE IMPACT OF THE CREDO CARD


•   The Gold Standards
•   The Credo
•   Our Motto
•   Three Steps of Service
•   The employee promise
•   The 20 Basics
               MISSION STATEMENT
      The Ladies and Gentlemen of The Ritz-Carlton, Wolfsburg
      will create history by providing excitement through unique,
                   innovative and genuine hospitality.
We will exceed the expectations of our guests with individualized service
      as well as consistent and uncompromising levels of quality.
  Our continual enhancement of product and services will guarantee
   exceptional value and foster loyalty and long-term relationships.
         In a mutually beneficial partnership with our owners
       we will establish a reputation as a superior service center,
               therefore providing ultimate profitability.
   We recognize the importance of our roles as contributing members
         in our community by continuously supporting social,
                  environmental and charitable needs.
     The Ritz-Carlton will be the only choice for regional events
          of importance and for the social life in Wolfsburg.
         Our success depends on the commitment of each of us
            to develop an environment embracing openness,
       trust, empowerment, sharing responsibilities and benefits.
 The Ritz-Carlton Hotel
   Company, L.L.C.

Organizing for Quality …
       Total Quality Management
• Involvement of employees in decision making processes
  through project teams and the “Six-Step” Problem-
  Solving-Process:
  1.     Identifying and selecting the problem
  2.    Analyzing the problem
  3.    Generating potential solutions
  4.    Selecting and planning the solution
  5.    Implementing the solution
  6.    Evaluating the solution
            Messurements
• monthly customer inquiry- Gallup
   a) Individual guest
   b) Meeting Planer

   - Annual Employee Satisfaction Survey
  The Ritz-Carlton Hotel
     Company, L.L.C.
Guest Satisfaction and Guest
          Loyalty
              THE WAY
        CHANNELS OF COMMUNICTION

1. Guest Incident Forms

2. Internal Defect Report

3. Guest Preference

4. Guest Comment Card
      Creating Customer Loyalty
    through emotional experiences



• “WOW- Stories”:

e.g. Luggage being brought to Duesseldorf...
    Implementing the goals
          through:

• Talent+-QSP (Quality Selection
  Process)
• Training
• Motivation
• TQM (Total Quality Management)
           Employment Process
• streamlined process for all 25.000 Ritz-Carlton employees
  world wide:
   – Talent+-Quality Selection Process - a telephone
      interview: containing 55 questions to generate a profile
      of potential employees
   – depending on the desired position within the company -
      the relevant interview process is chosen
   – therefore, choosing an employees is rather subject to
      character and team talents than professional
      competence
• the focus lies on employees within the company and those
  out of the region
                  THE RESULT
       Philosophy and employee motivation
• a high level of loyalty is created and therefore the
  fluctuation of employees is minimized, compared to
  the industry overall our credibility is strengthened
  with regards to our guests in comparison with our
  competitors
• Goal:
   – chosen employer for employees
   – quality of live of the employees is maximized as
     well as we assist to fulfill the personal strive of the
     employees (employee promise)
   – To create the “small difference” compared to our
     competitors with our genuine care and perfect
     service
“Elegance without warmth
      is arrogance.”
Thank you for being here!