Call Us: 1 (571) 318-9522

Archive for the Uncategorized Category

EXECUTIVE PRESENCE: 10 Leadership Lessons from the Ritz Carlton

EXECUTIVE PRESENCE: 10 Leadership Lessons from the Ritz Carlton

by Terri L. Williams

This upcoming week, 39 years ago, noted American Businessman and former Secretary of Commerce Malcolm Baldrige passed baldrigeaway. Baldrige was serving in his 6th year as the Secretary of Commerce when he died in a rodeo accident.

 

 

 

 

 

 

 

 

 

When I think of Malcolm Baldridge I think of the Annual Baldridge Award. Since 1987, the award has been presented by the President or Vice President each year for business excellence in quality products and services.baldrige-2

 

 

 

 

 

 

The first award recipient and the only company that has won this award twice, is the Ritz Carlton. In doing so the organization credits its success to its leaders focus on leadership, strategy, customer, workforce, operations, measurements, and results.

RitzPlease view this video. https://youtu.be/mACUOnvSS6c

 

 

EXECUTIVE PRESENCE PERSPECTIVES

From an Executive Presence perspectives, the success of the Ritz Carlton aligns with the Executive Presence category of Gravitas (leadership). Today, there are six areas that compose the Executive Presence topic of Gravitas. They include Confidence, Integrity, Decisiveness, Reputation, Emotional Intelligence, and Vision.

 

Author Joseph Michelli’s book The New Gold Standard 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company outlines that in the hospitality industry the Ritz-Carlton remains a world leader; the five principles that mold the experience guests receive; and how the service creed of the Ritz-Carlton is practiced by its employees.

book

author10 Key Lessons
1. The credo outlines the company’s guest-focused mission statement.
“Ritz-Carlton’s brand has become synonymous with the concept of elegant service and luxury. Here’s how the hotel chain does it.”
-Joseph Michelli

2. Its employees live these “Gold Standards” through the “Credo,” the “Motto” and the “Three Steps of Service.”
“Facing struggles, stumbles and transitions, Ritz-Carlton’s leadership has been steadfast in its commitment to service and quality.”
-Joseph Michelli

3. The Ritz-Carlton operates two training facilities: the Global Learning Center and the Leadership Center.
“When it comes to the Gold Standards, Ritz-Carlton leaders and frontline staff alike can appear, from an outsider’s perspective, to be teetering toward the fanatical.”
-Joseph Michelli

4. The motto, intended to engender respect among employees and guests, is, “Ladies and Gentlemen serving Ladies and Gentlemen.”
“No matter what the nature of the business, a company’s leadership is always tasked with making their vision come alive at the front line.”
-Joseph Michelli

5. The Ritz-Carlton uses a thorough employee selection procedure to find talented people who take pride in giving service.
“Leadership lives in the actions, not the words, of those entrusted to move an organization forward.”
-Joseph Michelli

6. The company continually tries to improve its “customer-reaching” processes.
“Leaders who focus detailed attention on the wants and needs of their staff ultimately see that same detailed, personalized attention being passed on to customers.”
-Joseph Michelli

7. The three service fundamentals are extending a personal greeting to each guest, anticipating guests’ needs and desires, and saying a pleasant farewell by name.
“Leadership often involves fostering the environment in which everyday creativity emerges in response to the needs of specific customer groups.”
-Joseph Michelli

8. Every new person hired, regardless of job level, participates in a two-day orientation.
“The hiring process not only serves as an opportunity to find people to perform necessary functions for a business but ultimately also sets the tone for the pride people take in their work.”
-Joseph Michelli

9. Every interaction should give customers a “wow experience.” Staffers share “wow” stories, information and corporate messages at the daily “lineup.”
“At Ritz-Carlton, you need employees to be owners, not renters or squatters.”
-Joseph Michelli

10. The Ritz-Carlton’s founders set high standards.
“In essence, much of what happens at Ritz-Carlton is an extension of the way people would treat family members and other loved ones.”
-Joseph Michelli

SOURCE
Joseph Michelli, The New Gold Standard 5 Leadership Principles for Creating a Legendary Customer Experience

Share and Enjoy

  • Facebook
  • Twitter
  • Delicious
  • LinkedIn
  • StumbleUpon
  • Add to favorites
  • Email
  • RSS

EXECUTIVE PRESENCE-Book Spotlight: Whose Freedom?

EXECUTIVE PRESENCE-Book Spotlight: Whose Freedom?

by Terri L. Williams

“Americans need to know what is happening to their most precious idea.”

-George Lakoff, Author, professor of cognitive science and linguistics at the University of California

wee the people

 

As we celebrate Independence Day this week, we reflect back on the meaning of “Freedom.”

freedom

Please double click on this link:

https://youtu.be/6KXtspnYtLU

 

This week I examined the book Whose Freedom? The Battle Over America’s Most Important Idea by George Lakoff.   The book has four main focus areas: 1-How cognitive science says the brain processes words and thoughts, 2-Why progressives and conservatives are debating the definition of “freedom”, 3-How their ideas differ, and 4-Why this fight matters.

whosegeorge

 

 

 

 

 

 

 

 

 

 

Key points include:

  1. Liberals and conservatives in the U.S. are in a struggle over the definition of the word “freedom.”
  2. Conservatives want to go back to the way the U.S. Constitution defined freedom.
  3. According to cognitive science, when you hear words repeatedly, the brain’s neurological connections change to associate the word with a meaning.
  4. Cognitive science studies the physiological origins of thought processes in the brain.
  5. Governments create public health, safety, welfare, finance, banking, transportation and education infrastructures to advance the common good.
  6. In his 22-minute speech to the 2004 Republican National Convention, President George W. Bush used the words “freedom,” “free” and “liberty” 49 times.
  7. Liberals embrace an evolving, “progressive” definition.
  8. Most human thought is subconscious rather than conscious, and thus it is neither transparent nor susceptible to logical reformatting.
  9. The brain organizes words and concepts into frameworks.
  10. They want to shrink social programs such as Social Security and Medicare.

 

“Few words evoke more emotion or debate in this country than the word, freedom. Our founding fathers intended for it to be that way. And ever since, progressive political leaders have attempted to interpret and employ the concept of freedom and its relevance to American public policy debates. Arguably, President Franklin Roosevelt described it most eloquently and succinctly in his “Four Freedoms” of speech and worship and from want and fear. George Lakoff’s …. book is as enjoyable to read as it is important to understand. It comes at a critical time for our country. Because freedom has always been a progressive concept, it is time for progressives to reclaim the word and its meaning in today’s context. Mr. Lakoff shows us how.”                                                              

—Former United States Senator Tom Daschle

 

SOURCE

George Lakoff, Whose Freedom? The Battle Over America’s Most Important Idea

Images courtesy of Google Images

 

Share and Enjoy

  • Facebook
  • Twitter
  • Delicious
  • LinkedIn
  • StumbleUpon
  • Add to favorites
  • Email
  • RSS
Page 1 of 612345...Last »