In Focus: The Ritz-Carlton Shenzhen
4 years ago by Usman Ghani
In an exclusive interview with CustomerService.ae, Vice President for The Ritz-Carlton in Shenzhen, China Dr. Iwan R. Dietschi speaks about the importance of providing the finest guest experience and facilities at the hotel. He also talks about daily training of their staff, using technology and always being a step ahead to ensure a memorable stay for all customers.
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“We are renowned for our competent service – for our Ladies and Gentlemen ‘touching hearts of others”
Q: In your opinion, what sets The Ritz-Carlton, Shenzhen apart from other international hotels?
Dr. Dietschi: The Ritz-Carlton culture sets us apart. As the market leader in Shenzhen, the key focus is to create memorable experiences and long-lasting memories for our guests. We are renowned for our competent service – for our Ladies and Gentlemen “touching hearts of others”.
Q: What is your hotel’s brand philosophy when it comes to Customer Happiness?
Dr. Dietschi: Inspire life’s most meaningful journeys for the guests in all aspects. To travel is not only to stay; what’s more important is to experience. To provide the finest personal service and facilities is a must and to create The Ritz-Carlton experience that enlivens the senses, instills the well-being and fulfills even the unexpressed wishes and needs of the guests is our daily practice.
Q: In your opinion, what is the best way to gather feedback from guests staying at your hotel?
Dr. Dietschi: The overall competency of our employees allows each Lady and Gentleman to engage guests on a professional level, to understand needs and expectations and to receive comments to improve guest experience immediately. As a company, Marriott International gathers guest feedback on a daily basis, which allows each property to learn and grow, and make needed adjustments to create better experiences.
Q: How often do you conduct trainings for your frontline staff and what are the key soft skills that you focus on?
Dr. Dietschi: Every day we conduct trainings. The best way to train our employees is on-the-job by mentors who are competent, inspiring and excited to teach others. The Ladies and Gentlemen from Human Resources conduct various other trainings, mostly focused on leadership and culture. Every manager has the responsibility to improve competencies of their employees through individualized trainings they lead.
Q: How have guest expectations changed over the years and have you seen any difference according to the region?
Dr. Dietschi: China continuously strengthens its foundation and works towards becoming one of the most developed countries in the world. It has been a great learning journey for me to witness this incredible evolution. There are more and more international travelers visiting China for both business and leisure. The rapid growth of the economy and the improved spending power of the travelers has increased their desire to experience unique and memorable trips around the world. We, in the hospitality business, have to keep pace, try to be a step ahead and go beyond guests’ needs and expectations by creating unmatched experiences that last for a lifetime.
Q: How are you using technology to further enhance the guest experience at The Ritz-Carlton, Shenzhen?
Dr. Dietschi: The technology is consistently evolving. As a company and as a brand, we always try to be the forefoot and provide the ever-changing customers with needed facilities, technologies to have memorable and flawless stays.
Q: Can you tell us a bit about your online customer support process and is this available 24/7?
Dr. Dietschi: We offer worldwide telephone assistance with 24/7 hotline and more online platforms such as brand and company websites to ensure the guests could always reach us around the world and in China particularly, we engage our guests more and better with new technologies and Apps that allow us to always stay in contact with our customers.
Q: What are your plans to ensure a luxurious Customer Service Experience in the future?
Dr. Dietschi: Better understanding of each other’s culture drives mutual respect and maximizes inclusion in international travels. Among many destination exploration programs, we are working on presenting the charm of Art and Culture in Shenzhen, the “Silicon Valley of China,” to more guests from around China and the world. The Ritz-Carlton, Shenzhen has started collaborations with selected local art centers and galleries, for guests to explore a different Shenzhen in various ways of services. As the leading hotel in the market, our aim is to always delight and surprise our guests.
About Dr. Iwan R. Dietschi
A Swiss national, Dr. Dietschi graduated from the prestigious Lausanne Hotel School and joined The Ritz-Carlton Hotel Company in 1995 in Washington D.C. (USA). During his tenure, he opened 20 properties for the company around the world and held various leadership positions in Dubai, Doha, Egypt, various cities in the US, Berlin, Shanghai, Beijing, Hong Kong, Tokyo. Dr. Dietschi received his Executive MBA from the California State University and his Doctor of Business Administration from Walden University (USA). As the Multi-Property Vice President for luxury tier hotels of Marriott International, he is currently in charge of 6 properties in Greater China, ranging from Shenzhen to Chengdu. He will launch his first book about “People Business” in spring 2020.