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2014 Dynamic Leadership Institute
April 6-7, 2014 • The Ritz-Carlton, Washington, D.C.

Course description and outcomes

Legendary Service at The Ritz-Carlton
This program examines the corporate culture, and how it plays a role in the foundation of every company. You will see how the Gold Standards—from the credo card to The Ritz-Carlton pyramid—position The Ritz-Carlton for innovation and success. By benchmarking The Ritz-Carlton, you can:
• learn how to turn your customer experience from ordinary to extraordinary
• gain insights from best practices that can be applied to your organization
• transform your corporate culture and improve your employee engagement

“Radar On-Antenna Up”: The Ritz-Carlton Method of Fulfilling Unexpressed Wishes
and Needs

There is no greater experience in service delivery than to surprise and delight a customer, and this program shows how the Ladies and Gentlemen of The Ritz-Carlton take service excellence to the highest levels every day. You will learn:
• the importance of a written service strategy
• the difference between customers’ expressed and unexpressed wishes
• the power of creating unique, memorable and personal experiences

“The Fire Within” - Igniting Passion for Ritz-Carlton Performance Excellence
Participants will learn the importance of cascading the strategic plan to every employee in the organization. This program helps leaders understand why it’s important to involve employees in the planning of the work that affects them, this session will help ignite and sustain employees’ passion for service excellence by showing:
• the meaning of an employee’s function vs. purpose
• a very effective way of cascading an organization’s strategic plan
• the importance of the alignment between emotional intelligence and the strategic plan

Preliminary Schedule
Sunday, April 6    
6:30 pm to 9 pm   Dinner/Speaker
Monday, April 7    
8 - 9 am   Continental Breakfast
9 - 11 am   "Legendary Service at The Ritz Carlton" Seminar
11- 11:30 am   Ritz-Carlton Interactive Employee Panel
11:30 - 12 pm   Ritz-Carlton Daily Line-Up
12 - 1:30 pm   Lunch/Break
1:30 - 3:30 pm   "The Fire Within" - Igniting Passion for Ritz-Carlton Performance Excellence
3:30 - 3:45 pm   Break
3:45 - 4:45 pm   Debrief with Ritz Carlton Facilitator
5 -6 pm   Graduation/Hors d'oeuvre Reception

Hotel Reservation

Please enter NAANAAA in the group code field to receive the reduced rate of $249/night. In order the receive this rate, dates of stay can only fall between April 5, 2014 - April 8, 2014.

Air & Transportation Information

Washington D.C. is serviced by three international airports: Reagan (DCA), Dulles (IAD) and Baltimore Washington (BWI)

Taxis to/from the airport and hotel will cost approximately:
Reagan (DCA) $20-$25 one way; 15-20 minutes
Dulles (IAD) $60-$65 one way; 45-60 minutes
Baltimore Washington (BWI) $80-$90 one way; 60-75 minutes

The hotel is .3 miles (5 minute walk) from the Foggy Bottom Metro Station (Blue line).

Inquiries or registration: (301) 696-0400 or

2014 Dynamic Leadership Institute Hotel Reservations