Ritz Carlton

You know all those set-tops taking up room in your entertainment center? Most of them will be gone within five years, according to one panelist May 4 at day two of the Digital Hollywood conference at the Ritz Carlton.

PRO Group members kick off their Spring Meeting at the Ritz Carlton in Lake Las Vegas

Rancho Mirage, Calif.- The HTSA this coming year will establish a set of “Gold Standards” for its members, the group announced at its annual meeting here Thursday. These new standards will focus on the areas of Technology; including engineering, People; in the areas of employee recruiting and training, Marketing; in sales and customer service, and Finance; to develop sound business principles and improve vendor relationships. According to HTSA executive director Richard Glikes, this will be a year-long process. To segue into the “Gold Standard” discussions, HTSA members and vendors spent part of the morning listening to a presentation from the Luxury Institute’s Milton Pedraza.

Engaging Retail Employees “Employees fall into three categories: fully disengaged, fully committed, and ‘it’s just a job,’” says Herb Cohen, a national retail consultant who helped teach the “employee empowerment” section of the Ritz-Carlton customer service training program. He says that “80 percent are in the third category. The retailers who do a good job give those neutral employees a chance to have fun at work, have some pride in the products … if employees find value in their work, they’ll add value to the business.” Here are some general tips from Cohen on helping retail employees feel engaged: 1. Survey your employees. Find out

The cover story for this issue of Dealerscope takes a depature. Instead of profiling a CE retailer or other CE specific topic, our senior editor, Audrey Gray, visited the Ritz Carlton Company’s Leadership Center to find out why so many CEOs—including those of major retailers—were spending thousands of dollars to attend a week-long program on high-end service. Even more compelling than the service angle was how the Ritz-Carlton takes major strides to keep its own employees happy. Why? Because when you get down to it, hotel employees have some of the most thankless jobs on the planet. To paraphrase Diana Oreck, vice president of the

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