Brian Grubb is the Corporate Director of Learning & Content Delivery and a certified speaker for The Ritz-Carlton Leadership Center. He travels globally to share The Ritz-Carlton’s best practices, philosophy and culture with various companies across diverse industries. Brian facilitates sessions at our corporate headquarters in Chevy Chase, Maryland, and travels extensively making presentations and extended corporate consultation providing opportunities to leadership and learning professionals who are interested in benchmarking our human resources, leadership, quality and training practices that led to winning the prestigious Malcolm Baldrige National Quality Award in 1992 and 1999.

Prior to his current assignment, Brian was the Director of Training & Organizational Effectiveness for The Ritz-Carlton, Laguna Niguel. Brian was directly responsible for all training and organizational effectiveness of over 900 ladies and gentlemen through the study and implementation of Total Quality Management processes in a world class hotel. Brian’s duties and responsibilities included service and delivery of all designated training programs. These programs included, but not limited to The Ritz-Carlton Key Processes (Quality Selection Process, New Employee Orientation, Day 21 and Training Certification), compliance training (Food Safety, CARE, Tips/TRAC, Harassment, Diversity and Discrimination), Day 365 Celebration, TARGET, Annual Re-certification, Daily Line-Up, The Ritz-Carlton Philosophy and Core Values (The Gold Standards), Project Mystique (The Ritz-Carlton Guest Recognition Program), The Ritz-Carlton Pyramid (Business Management Model) and Green Book Training (The Ritz-Carlton's approach to winning the prestigious Malcolm Baldrige National Quality Award twice). Additionally, Brian certified all Quality Leaders/Department Trainers in their respective duties.

By training on the concepts of Total Quality Management, Brian enhanced organizational effectiveness as related to the development of problem solving, root cause analysis, strategic planning, tracking and measurement tools, and basic statistical analysis. He facilitated various quality implementation teams that conduct on-going studies to ensure appropriate levels of communication and to evaluate relevance of programs, and understanding the study and practice of the quality sciences to develop new and specific training based on guest and employee survey analysis. Brian’s constant focus is on employee and guest engagement, delivery of service, increasing loyalty, retention and profitability.

Brian joined the Ritz-Carlton, Laguna Niguel in 2001 as a Lobby Concierge while holding the titles of Quality Leader and Department Trainer. He was promoted to Quality and Training Manager and then promoted to the Director of Training and Organizational Effectiveness prior to his current position.

Brian lives for service excellence and is very passionate about reaching higher levels of service and performance through motivation, strength management, employee and guest engagement.