The Ritz-Carlton Leadership Center delivers advisory services that allow organizations to innovate their culture, improve employee engagement, and develop exemplary customer service environments that create significant competitive advantage. The center will expand and strengthen that foundation with the addition of new vice president Antonia Hock.
Over the past two decades, Hock has developed software and service businesses for some of the world’s largest companies, including Microsoft, EDS and Siemens. She has led teams of all sizes to drive award-winning innovation, double-digit sustainable growth and exceptional customer service.
“As our global consumers demand higher levels of service, personalized experiences, and deeper engagement with companies, the legendary customer and employee practices of The Ritz-Carlton allow our clients to develop incredible advantages in the market. I am excited to lead this incredible team on the next chapter of our journey to expand and grow,” she says.
By leveraging the core assets—the legendary service, high employee retention and proven business-practices of The Ritz-Carlton—the center has driven strong internal improvements and efficiencies across their global client base. Hock will capitalize on these successes and expand the center into a world-renowned advisory, consulting and executive training powerhouse.
“The Ritz-Carlton continues to lead the world in exemplary customer experiences, and it is exciting to take these best practices and extend them to organizations that aspire to deliver world-class customer service,” says Hock. “The future of The Ritz-Carlton Leadership Center is extraordinary as companies acknowledge that personal, intentional, considered service is a competitive differentiator that transcends industry.” Antonia is looking forward to meeting clients at the Symposium on Service Excellence at The Ritz-Carlton, Naples on October 13.
The Ritz-Carlton has a well-articulated, service-centric culture that drives employee engagement and accountability and produces exceptional brand loyalty. The growth of the leadership center platform will increase the opportunities organizations in all industries have to benchmark the time-tested systems and processes of The Ritz-Carlton and differentiate themselves within an increasingly competitive global market place.
“For 15 years, The Ritz-Carlton Leadership Center has helped organizations refine and innovate their journey of service excellence. We are grateful that Antonia is committed to continuing this legacy,” says Herve Humler, President & Chief Operations Officer of The Ritz-Carlton Hotel Company, L.L.C. “Her wealth of expertise in business development will benefit not only the future growth of the center, but also our organization.”
