Facilities and Operations Staff Attend “Gold Standards” of Customer Service Workshop

On August 10, 138 Facilities and Operations staff – from operations and construction to catering and housing – and even IT and finance – attended a session facilitated by The Ritz-Carlton Leadership Center. The full day learning workshop “A Culture of Excellence - Building Success from Within” covered how to create a culture of excellence within any organization.  

The Ritz-Carlton is a recognized industry leader, known for its extraordinary customer service and legendary hospitality experience. Through the “Gold Standards,” the Ritz-Carlton program demonstrates how the organization integrates its service expectations and brand excellence throughout the organization. The gold standards include a clear common purpose (“credo”) and motto, an employee promise, steps of service and values. The Ritz-Carlton uses simple and sustainable processes to integrate the gold standards into recruitment, training and everyday work.  

While The Ritz-Carlton is a global hotel network, the learning session highlighted the many parallels to the service culture within Facilities and Operations. Staff who attended were challenged to share learnings with colleagues and think about what strategies they may be able to translate to their work on campus. Staff were excited by the creative and high energy presentation, sharing these thoughts upon leaving the session: