Employees at The Ritz-Carlton, Cleveland stop at nothing to make sure you have a great experience during your stay, and it’s often in the little details.
For example, if you sleep on the right side of the bed, but the alarm clock is on the left side, when you return from your day of meetings, it will likely be moved to the right side for your convenience. Or if you frequently order a Diet Coke to drink, you may find that it’s already waiting for you when you arrive to dinner or return to your room. Or if you’re checking in with your family, a wagon of toys will be brought out for your children to enjoy.
But all of these little details rely on one main component: human beings. General Manager Joseph Mattioli strives to hire the best people, who will be intuitive and are service-oriented. Applicants go through a multistage interview process that allows the hotel team to get to know that person’s skills, personality and see how he or she would respond in hypothetical situations. Once hired, employees go through a two-day orientation process to absorb the company’s values, culture and history. And even once employees are up and running, continual training and development are provided to ensure that every employee is continuously improving so he or she can improve the customer’s experience.
And if something happens to go wrong for a guest, employees take the position that the customer’s perception is the reality, so whether they agree or not, it’s their responsibility to listen attentively to find out what didn’t meet the guest’s liking and how they can better improve the situation for the customer.
By doing all of these things, The Ritz-Carlton aims to create positive memories for its guests and to form lasting connections.
How to reach: The Ritz-Carlton, Cleveland, (216) 623-1300 or www.ritzcarlton.com
