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Ritz-Carlton | Changing Lives by Living Your Mission!

This is by far the best mission statement I have found in a long time. It’s a great example of why Ritz-Carlton is one of the best hotel chains in the world. As you will see, it is much, much more than just a great mission statement. It’s their DNA.

First, before you read further, take a few minutes to first watch how Ritz-Carlton saved the day by living their mission and going the extra mile! It’s an AMAZING story that you won’t soon forget!

1. Here is the segment on Andrew Lock’s Show. You’ll be amazed and inspired to raise the bar for your own brand.

2. Come back to read the rest of the post. Their mission statement and internal culture mantras will inspire you to raise the bar for yourself.

(Click the image below and watch the Ritz-Carlton Segment from 1:22 to 4:50)


THE CREDO

  • 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 and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambiance.
  • The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.


MOTTO

At The Ritz-Carlton Hotel Company, L.L.C., “We are ladies and gentlemen serving ladies and gentlemen.” This motto exemplifies the anticipatory service provided by all staff members.


THREE STEPS OF SERVICE

1. A warm and sincere greeting. Use the guest name, if and when possible.

2. Anticipation and compliance with guest needs.

3. Fond farewell. Give them a warm good-bye and use their names, if and when possible.


20 BASICS

1. The Credo is the principal belief of our Company. It must be known, owned and energized by all.

2. Our Motto is “We are Ladies and Gentlemen serving Ladies and Gentlemen.” As service professionals, we treat our guests and each other with respect and dignity.

3. The Three Steps of Service are the foundation of Ritz-Carlton hospitality. These steps must be used in every interaction to ensure satisfaction, retention and loyalty.

4. The Employee Promise is the basis for our Ritz-Carlton work environment. It will be honored by all employees.

5. All employees will successfully complete annual Training Certification for their position.

6. Company objectives are communicated to all employees. It is everyone’s responsibility to support them.

7. To create pride and joy in the workplace, all employees have the right to be involved in the planning of the work that affects them.

8. Each employee will continuously identify defects (MR BIV) throughout the Hotel.

9. It is the responsibility of each employee to create a work environment of teamwork and lateral service so that the needs of our guests and each other are met.

10. Each employee is empowered. For example, when a guest has a problem or needs something special you should break away from your regular duties, address and resolve the issue.

11. Uncompromising levels of cleanliness are the responsibility of every employee.

12. To provide the finest personal service for our guests, each employee is responsible for identifying and recording individual guest preferences.

13. Never lose a guest. Instant guest pacification is the responsibility of each employee. Whoever receives a complaint will own it, resolve it to the guest’s satisfaction and record it.

14. “Smile – we are on stage.” Always maintain positive eye contact. Use the proper vocabulary with our guests. (Use words like – “Good Morning,” “Certainly,” “I’ll be happy to,” and “My pleasure.”)

15. Be an ambassador of your Hotel in and outside of the work place. Always talk positively. Communicate any concerns to the appropriate person.

16. Escort guests rather than pointing out directions to another area of the Hotel.

17. Use Ritz-Carlton telephone etiquette. Answer within three rings and with a “smile.” Use the guest’s name when possible. When necessary, ask the caller “May I place you on hold?” Do not screen calls. Eliminate call transfers whenever possible. Adhere to voice mail standards.

18. Take pride in and care of your personal appearance. Everyone is responsible for conveying a professional image by adhering to Ritz-Carlton clothing and grooming standards.

19. Think safety first. Each employee is responsible for creating a safe, secure and accident free environment for all guests and each other. Be aware of all fire and safety emergency procedures and report security risks immediately.

20. Protecting the assets of a Ritz-Carlton Hotel is the responsibility of every employee. Conserve energy, properly maintain our hotels and protect the environment.


THE EMPLOYEE PROMISE

At The Ritz-Carlton, our Ladies & Gentlemen are the most important resource in our service commitment to our guests. By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company.

The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and The Ritz-Carlton mystique is strengthened.

Source: Ritz-Carlton.com

Leap of The Week

Is your mission crystal clear? How do you want to leave people feeling? Once you know that…it’s a matter of aligning everything you do with that mission and the question then becomes: How am I being or not being my mission. It’s that simple!

Isabelle Is A 2012 Small Business Influencer!

Good News!

I’ve been nominated for a very cool industry award called the “2012 Small Business Influencer” for my 50+ episodes of LeapTV.com (our online TV Show) and for our creativity and innovativeness in helping small business owners revolutionize the way they do business through creating outstanding businesses and impactful brand experiences.

Will you vote for me?

It takes less than 5 seconds, and I’d really appreciate it. All you have to do is click on the blue button at the top left of the page, it’s that simple! http://influencers.smallbiztrends.com/small-business-experts-2012/mercier-turcotte-isabelle/

If you like, you’re welcome to add a comment at the bottom of the page too. Although not required, it would be much appreciated.

Cheers,
Isabelle

P.S. Thanks again for voting and recognizing the help I provide via LeapZone Strategies, LeapTV.com and MyLeapTools.com. I am humbled and blown away by all the comments. I am currently ranking #12 out of hundreds of nominations!  But there’s still time for the results to change, so….

Go here to vote now:
http://influencers.smallbiztrends.com/small-business-experts-2012/mercier-turcotte-isabelle/

LeapTV Episode #52: ASK THE EXPERT: Taylor Thoen of Business Television

EXPERT GUEST: Taylor Thoen of BTV – Tells her success story as an entrepreneur and shares the insights gained through hundreds of interviews with businesses worldwide. www.b-tv.com

TO VIEW THIS VIDEO ONLINE, CLICK HERE:

LeapTalk™ Success Series_Karen Laskey

Karen is the owner/founder of Laskey Coun­selling & Hyp­nother­apy

Today on LeapTalk™ we are highlighting Karen laskey. Karen is a mem­ber of the Cana­dian Pro­fes­sional Coun­selling Asso­ci­a­tion, The Cana­dian Col­lege of Pro­fes­sional Coun­sel­lors & Psy­chother­a­pists, and the Inter­na­tional Med­ical & Den­tal Hyp­nother­apy Association.

In this episode of LeapTalk™, Karen shares some of her biggest pivotal shifts towards brand clarity and how she has been able to exponentially grow her business as a result of working with LeapZone on a strategic, branding and  coaching level. Find out how CLARITY has been the key to building her thriving practice.

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More about Karen

Karen has been in the health and well­ness indus­try for 20 years. Rec­og­niz­ing the impor­tance of proper diet and exer­cise, she became a fit­ness instruc­tor and trainer in 1986. Help­ing peo­ple to become phys­i­cally healthy was reward­ing, but her under­stand­ing of the effects that the mind and emo­tions have on the body, and her desire to take peo­ple to a deeper level, led her to train as a psy­chother­a­pist through the Cura Insti­tute in 1997. After work­ing with clients for 2 years, Karen began to see the power and the magic of the sub­con­scious, which led her to fur­ther her train­ing to include hyp­nother­apy in 1999.

Since then Karen has trained in Emo­tion­ally Focused Ther­apy for Cou­ples and con­tin­ues her train­ing through var­i­ous related workshops. In order to pro­vide effec­tive ther­apy to indi­vid­u­als with dif­fer­ent needs and ways of being, Karen’s train­ing embod­ies an inte­grated approach. The basis of her work is hyp­nother­apy, cog­ni­tive ther­apy and emo­tion­ally focused ther­apy, but she also uti­lizes tech­niques such as reflec­tive lis­ten­ing, focus­ing, body-centered ther­apy, regres­sion and dream work.

The knowl­edge Karen has gained work­ing with indi­vid­u­als with many diverse issues, cou­pled with her per­sonal heal­ing expe­ri­ence, pro­vides her with the skill, com­pas­sion and com­mit­ment to facil­i­tate your unique process of self-discovery.

You can reach Karen Laskey at: karen@laskeytherapy.com
“Help­ing You, Breakthrough.”

Thanks for Tuning In
LeapZone would like to hear about your journey to success. Share with us your challenges, lessons learned and pivotal shifts made along the way to success. Or let us know about an entrepreneur that you admire and why, for a possible highlight on LeapTalk™.

LeapTalk™ Success Series_Monique Polloni

National Radio Show Host for CBC Radio Canada
& Voice Over Artist

Today on LeapTalk™ we are highlighting Monique Polloni. Monique is well known to listeners of Radio Canada in British Columbia. This talented host has directed and produced several programs over the years, such as “La Nuit”, “Que de Bonheur” and “Les Plaisirs  Partages”. She has also been in charge of ”Tous azimuths”, a reporting segment of  “Phare Ouest” and “Correspondance”. You can listen to Monique share her love of music and arts with you, every morning, Monday to Friday!

Monique Polloni is also an experienced bilingual MCEE for various types of cultural or corporate events. She has worked on voice over projects in French and English. She is fluent in both official languages and also speaks Italian. Her goal is to make your project a real success.

In this episode of LeapTalk™, Monique shares some of her biggest pivotal shifts towards brand clarity and momentum as a result of working with LeapZone on a strategic and experiential coaching level.

Audio clip: Adobe Flash Player (version 9 or above) is required to play this audio clip. Download the latest version here. You also need to have JavaScript enabled in your browser.

You can reach Monique Polloni at: mpolloni@mac.com

Thanks for Tuning In
LeapZone would like to hear about your journey to success. Share with us your challenges, lessons learned and pivotal shifts made along the way to success. Or let us know about an entrepreneur that you admire and why, for a possible highlight on LeapTalk™.