Learn what profit leadership is all about in this episode with Ritz-Carlton's General Manager Ms. Amanda Joiner, sharing their outstanding customer care through implementing their company's vision and maximizing the three steps of service. We also discuss the art of customer service, from receiving feedback and anticipating guests' wishes to creating home-like experiences. Keep tuning in for more!

Key takeaways to listen for

• The role of genuine care in character development
• Why it’s necessary to create a unique experience for guests
• A positive way to promote accountability among your team members
• How costly it is to prepare for excellence
• What do people feel when you remember their names?
• The importance of building a system to record defects

Resources Mentioned In This Episode

• The 7 Habits of Highly Effective People by Stephen R. Covey | Kindle, Paperback, and Hardcover
• Disney
• Zappos
• Southwest Airlines
• Marriott Bonvoy App
• EP23: From Greed to God with George Roller

About Ms. Amanda Joiner

The Ritz-Carlton, St. Louis welcomed Amanda Joiner, a longtime veteran of The Ritz-Carlton Company, as general manager this August. After spending her professional career in Atlanta, most recently as the international luxury hotel chain’s senior corporate director of the sales planning and support, Joiner is firmly establishing herself in her new front-of-house role, carving out her place in St. Louis and its hospitality community.

Connect with Amanda

• Website: The Ritz-Carlton Hotels
• Linkedin: Amanda Joiner

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