Ritz Quality
Ritz_Quality Female, Male, Ralph Vick
Page 1 of 4
[Music playing] Female: Luxury, service, quality – these three words capture the essence of a stay at the Ritz-Carlton. Creating this atmosphere of refined elegance and relaxation may appear effortless to a guest, but every employee at any of the company’s 31 worldwide locations will tell you it takes a daily commitment to make the desired experience happen for each and every guest. The Ritz-Carlton hotel is a place where the genuine care and comfort of our guests is our highest mission. We pledge to provide the finest personal service – [Crosstalk] Female: – personal service and facilities for our guests, who always – [Crosstalk] Male: Male: – who always enjoy a warm, relaxed, yet refined ambiance. The Ritz-Carlton experience enlivens the senses and instills – [Crosstalk] Female: – instills well-being and fulfills even – [Crosstalk] Male: Female: – and fulfills even the unexpressed wishes and needs of our guests. Winning the Malcolm Baldrige National Quality Award in 1992 represented a significant milestone in the company’s quest for quality achievement. Ralph Vick, general manager of the Phoenix Ritz-Carlton, participated in the 1992 application process. The preparation for the Malcolm Baldrige application was a fairly extensive one. It took us a few years to really figure out how we do this thing called total quality management. And I think one of the things that we identified very early on was certain processes that were common to all of our hotels. For the very first time in our industry we looked at how work got done. And through the process and process team management we were able to discover some significant for improving our processes
Female:
Male:
Ralph Vick:
www.verbalink.com
Page 1 of 4
Ritz_Quality Female, Male, Ralph Vick
Page 2 of 4
within our hotel, all of which had many ramifications, most of them financial. But a lot of them had moral applications and really helped us
Page 1 of 4
[Music playing] Female: Luxury, service, quality – these three words capture the essence of a stay at the Ritz-Carlton. Creating this atmosphere of refined elegance and relaxation may appear effortless to a guest, but every employee at any of the company’s 31 worldwide locations will tell you it takes a daily commitment to make the desired experience happen for each and every guest. The Ritz-Carlton hotel is a place where the genuine care and comfort of our guests is our highest mission. We pledge to provide the finest personal service – [Crosstalk] Female: – personal service and facilities for our guests, who always – [Crosstalk] Male: Male: – who always enjoy a warm, relaxed, yet refined ambiance. The Ritz-Carlton experience enlivens the senses and instills – [Crosstalk] Female: – instills well-being and fulfills even – [Crosstalk] Male: Female: – and fulfills even the unexpressed wishes and needs of our guests. Winning the Malcolm Baldrige National Quality Award in 1992 represented a significant milestone in the company’s quest for quality achievement. Ralph Vick, general manager of the Phoenix Ritz-Carlton, participated in the 1992 application process. The preparation for the Malcolm Baldrige application was a fairly extensive one. It took us a few years to really figure out how we do this thing called total quality management. And I think one of the things that we identified very early on was certain processes that were common to all of our hotels. For the very first time in our industry we looked at how work got done. And through the process and process team management we were able to discover some significant for improving our processes
Female:
Male:
Ralph Vick:
www.verbalink.com
Page 1 of 4
Ritz_Quality Female, Male, Ralph Vick
Page 2 of 4
within our hotel, all of which had many ramifications, most of them financial. But a lot of them had moral applications and really helped us