Asae 2009 Effective Practices For Governing A Certification Program (Cn 8 10 09)

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Good morning ladies and gentlemen and welcome to Always Serving. Always Exceptional. My name is Diana Oreck, Vice President, Global Learning & Leadership Center for the Ritz-Carlton Hotel Company. I was asked to assist in helping you design a service excellence initiative. It has been my great pleasure to assist in this project but Always Serving. Always Exceptional was actually designed and written by a Design Cadre by staff members from various departments whom I would like to recognize now. If members of the Design Cadre could please stand as I call your name I would appreciate it. I would ask that you hold your applause until all the names have been called. Read names. All staff members will attend Always Serving. Always Exceptional. And then all new staff members will attend as well. You all have a participant’s workbook. Please use it today to write notes and keep it as useful resource. We are very anxious that the information in Always Serving. Always Exceptional be sustainable. Therefore, we will ask you to complete a personal action plan about how you are going to use some of the material. The action plan should be completed and handed in to your immediate supervisor so you can periodically discuss your progress. Please refer to the action plan at the back of the workbook to familiarize yourself with it. We will give you time at the end of each module to complete it. Here are the norms for working together today: We will provide a morning and afternoon break and lunch. Please participate I will ask for volunteers There is group work. Please choose a snappy name for your group and write it on your flipchart We do have prizes Please ask any and all questions. There are no silly ones Have fun Now let’s review the agenda