The University of San Francisco and Pacific Union Real Estate Group, Ltd.

Proudly present

Exceptional Service with Exceptional Style
The Ritz-Carlton Standards of Service and Quality

Ritz-Carlton hotels are traditionally located in "important" buildings with well-manicured grounds and staff to match. Impressive, fresh cut flowers are exotically arranged in all the right places. Expensive cars are valet parked by uniformed professionals. From the doorman to the lobby, the perception is of understated elegance, luxury, tasteful décor and a warm, inviting welcome. You are impressed with the works of art that subtly enhance the marbled lobby; the rich hues of woodwork of the small, personal front desk and concierge desks that quietly say "Class". Creature comforts abound: big, warm, thirsty bath blankets (not towels); monogrammed robes you can get lost in; beautiful guest room furnishings and amenities. Food and beverage at a Ritz-Carlton includes serious chefs, gourmet food, an impressive wine list, and a Maitre'd's who welcomes you as an old friend and valued customer. The staff is tailored, well-honed, respectful, genuinely pleasant, and attentive. In a word, "smart". Service is "Grown-up", polished, unhurried, quietly "efficient", readily available. It is felt, not heard. It whispers, not roars. You are confident that your every need, wish, desire is being anticipated and your every expectation will be met with ease. You are the very reason for their existence. Or so you think. They make it look so easy. How may I be of service, they ask? You think, Oh! ---let me count the ways!!

The Ritz-Carlton trademark makes a clear, unconditional commitment to its customers: when you see The Ritz-Carlton trademark, expect the best. At The Ritz-Carlton Hotel Company, every employee is trained and empowered to "Move heaven and earth to satisfy a customer." The Ritz-Carlton "Gold Standards", an easy-to-understand definition of service quality, are aggressively communicated at all levels of the organization. Ritz-Carlton employees have an exceptional understanding and devotion to the company's vision, values, quality goals, and methods. The company motto-"We Are Ladies and Gentlemen Serving Ladies and Gentlemen" -is more than just a phrase. It is a culture, effectively created by the company's senior leaders and experienced by customers and employees, which stresses highly personalized customer satisfaction as the company's highest priority and is everyone's job. And The Ritz-Carlton constantly measures their success by listening and reacting to customers who tell the company how well it is fulfilling its promises to them. The Ritz-Carlton is a well-oiled machine for whom service is an art and a well-refined, for-profit business. No one does it better. Competitive Comparisons and Benchmarking, and Quality Improvement Mechanisms are part of their successful strategic planning process. Who knew their parent company is----(sh-h-h-h, big secret)--Marriott??? Marriott?! Yes, Marriott.

Where does Pacific Union Real Estate Group fit into this? The recipe for success in hospitality is the same as in any other type of business: identify customer expectations, consistently meet or exceed those expectations, and do so at a price that is acceptable to customers and generates profits acceptable to the company.

This seminar addresses fundamental aspects of quality service, focusing primarily on clients as external customers and on staff/associates as internal customers. The issues, concepts, and strategies presented here can also be tailored to address quality service to customers (or stakeholders) other than guests-such as owners, financial institutions, regulatory agencies, and business partners within the local community.

Course Objectives:

Using The Five Diamond Hotel Rating Criteria and The Service-Profit Chain Audit ("Putting the Service-Profit Chain to Work", Harvard Business Review, March-April, 1994) as models, we will identify the standards by which the organization perceives are its greatest strengths, as well as its greatest growth opportunities-in order to develop a team-oriented "Ritz-Carlton Style Service" strategy that will consistently meet and exceed customer expectations---and benchmark a new Pacific Union "Service Statement".

Let's end the experience with a brush up of acceptable standards of social etiquette while dining at The Ritz-Carlton. Let's face it: it's the small measures of quality perception by the client that can make or break your next referral.

Faculty:

Kathy "K.O." Odsather, B.S. B.A., Hotel & Restaurant Administration, Washington State University.
K.O. managed hotels for 20 years in San Francisco for both large hotel companies and in boutique-style hotels before becoming the Professional Development Director and adjunct faculty for the Hospitality Management Program in the School of Business at the University of San Francisco. She teaches the Introduction to Hospitality Management class, Hotel Operations and Service Standards classes, conducts Business Etiquette and Fine Dining workshops, consults in areas of Hospitality Management and Team Facilitation, and encourages students to not go into the hotel business unless they are insane. So far, she maintains a 98% graduate placement record.

Class Meeting Dates and Times:

San Francisco (12 hour program) - Limit 50 participants:

San Francisco (12 hour program) - Limit 50 participants:

Registration and Other Information:

Location:
University of San Francisco Lone Mountain Campus - Pacific Rim room LM148

Per Person Fees:
$250 for the 12-hour program.

Note: This course is only open to approved participants affiliated with the Pacific Union Real Estate Group, Ltd.

How To Register: Click on the 'Register Now' button, print out the registration form and fax to Ms. Kelly Tarry. If you have any questions you can reach Ms. Tarry at (415) 422-2525 or by e-mail at tarryk@usfca.edu