Day 3 - Wednesday, February 19, 2020

7:30am - 8:30 am
Gallery
 
Morning Refreshments
8:30am - 11:30am
Gallery
  Workshop 3

The Ritz-Carlton Leadership Center

Memorable Customer Service
Joseph Quitoni

Service is the true brand differentiator, and authentic, personalized service is what drives customer loyalty.

To create customer loyalty, you must first elevate the customer experience. This journey focuses on the emotional and psychological aspects of creating a culture where personalized and impressive service is the norm. Learning will continue as you are taken through The Ritz-Carlton methods for fulfilling unexpressed wishes and needs, learning to stay-in-the-moment, and creating personalized experiences that surprise and delight.

You will also discover and discuss the critical skills necessary for authentic customer engagement, and how to foster them in your employees.

 
11:30am - 11:45am
Gallery
  Closing Session

We’ve built connections through authentic engagement, discovered a culture of service excellence, improved our education of accessibility and created memorable customer service. How will you apply each of these to your venue? We'll recap the week’s biggest takeaways and how our lessons learned can be applied to improve the overall experience, for both employees and guests, at your venue.
11:45am   Lunch on Own

Thank you to our global partners.