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CUs offered behind-scenes look at Ritz-Carlton service
MADISON, Wis. (2/25/11)--Credit Union National Association World-Class Service Leadership Institute will offer credit unions an opportunity to discover the strategies and tactics that help The Ritz-Carlton create its service culture. The institute will allow credit union leaders--from CEOs to branch managers--a first-hand look at how The Ritz-Carlton’s award-winning service culture permeates its entire global organization. Attendees will discover how the hotel’s “total engagement” approach influences every process and decision across its operation. The three-day institute, held at The Ritz-Carlton in Denver, May 1-4, is not a common occurrence for the hospitality-industry giant. The behind-the-scenes look has been made possible because of CUNA’s long-standing relationship with The Ritz-Carlton. “This kind of open access isn’t something that other businesses are able to experience,” said Angela Prestil, CUNA director of sales culture development. Specific strategies, such as making a risk-free hire, initiating a daily 10-minute meeting, and generating total engagement from employees will be discussed. “Credit unions will discover that to improve service in general--you must improve it in specifics,” said Rick Olson, featured speaker at the institute. During the institute, Olson will join Jeff Hargett, The Ritz-Carlton’s corporate director of learning and content delivery and a certified speaker for The Ritz-Carlton Leadership Center, in speaking about how to infuse the hotel’s strategies into credit union operations and service.


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