About Diana
Diana Oreck is an award-winning executive with over 30 years of experience in the hospitality industry, known for her expertise in creating exceptional customer experiences and fostering strong corporate cultures.
Who is Diana Oreck?
Diana Oreck is a highly respected international consultant, speaker, and executive recognized for her deep understanding of customer service and leadership. She has held significant roles in the luxury hospitality sector, translating principles of world-class service into actionable strategies for businesses globally. Her insights are highly sought after by organizations looking to cultivate "Ritz-Carlton level" service and employee dedication.
Currently, Diana Oreck serves as the Executive Vice President of Owner Experience at NetJets, a position she has held since January 2016. In this role, she continues to apply her extensive background in cultivating customer loyalty and delivering unparalleled service to a discerning clientele.
Quick facts about Diana Oreck
| Role | Executive Vice President of Owner Experience |
| Company | NetJets |
| Expertise | Customer Experience, Leadership, Corporate Culture, Employee Engagement, Training & Development |
| Notable for | 12-year career at The Ritz-Carlton, VP of The Ritz-Carlton Leadership Center |
| BPI affiliation | Expert Faculty member |
What is Diana Oreck known for?
- Legendary Service Frameworks: Oreck is known for developing and implementing training programs, such as "Radar On-Antenna Up," that teach employees to anticipate unexpressed customer needs and deliver personalized, memorable experiences.
- Culture-Centric Onboarding: She advocates for new hire orientations focused on culture and emotional connection, ensuring new employees feel a significant emotional experience rather than just a data dump of company information.
- "Ladies and Gentlemen Serving Ladies and Gentlemen": This Ritz-Carlton motto, which she deeply embodies, underpins her philosophy that respect and kindness are fundamental to both internal and external interactions, leading to consistent service and trust.
- Consistency and Trust Building: Oreck emphasizes that "always" leads to consistency, which in turn builds trust and profitability, making it a critical element in service delivery.
- "Real Skills" Advocacy: She champions the idea that often-termed "soft skills" are in fact "real skills" and are as crucial as technical competencies for customer-focused employees, particularly attitudinal traits.
What is Diana Oreck's background and experience?
Diana Oreck has a distinguished career spanning 30 years in the hospitality industry, during which she established herself as an authority in global learning and development, corporate universities, and customer service.
Her extensive background includes a pivotal 12-year tenure at The Ritz-Carlton Hotel Company. As Vice President of The Ritz-Carlton Leadership Center, she was instrumental in translating the brand's legendary service philosophy into teachable methodologies for other organizations. This role showcased her ability to operationalize exceptional customer and employee experiences on an international scale.
Following her significant contributions at Ritz-Carlton, Oreck transitioned to NetJets, where she continues to drive owner satisfaction and experience as Executive Vice President. She holds a Certified Hospitality Trainer (CHT) certification, underscoring her commitment to professional development and excellence in training.
What topics does Diana Oreck speak and write about?
Diana Oreck speaks and consults extensively on topics central to creating high-performing, service-oriented organizations. Her work frequently explores the intricacies of corporate culture and branding, emphasizing how a strong internal culture directly impacts external customer perception and loyalty. She delves into leadership strategies that empower employees and foster a collective commitment to excellence.
A core area of her expertise is leadership and employee engagement, where she provides insights on how to build teams that are passionate and intrinsically motivated to deliver outstanding service. She challenges conventional thinking by stressing that innate attitudinal traits, often overlooked in hiring, are as crucial as skills. Oreck also frequently addresses legendary service and customer experience, breaking down the components of "surprise and delight" and advocating for anticipatory service that creates lasting emotional connections with customers. Her discussions highlight the importance of consistency in service delivery as a foundation for building customer trust and loyalty.
How does Diana Oreck contribute to the Best Practice Institute?
As an Expert Faculty member of the Best Practice Institute, Diana Oreck brings her unparalleled expertise in customer service, leadership, and corporate culture to BPI's global network of leaders. Her insights into fostering environments where employees are engaged and customers are delighted align perfectly with BPI's mission to identify and disseminate best practices.
Oreck's contributions help to advance BPI's SPARK Model by providing practical strategies for organizations to ignite passion, inspire innovation, and achieve sustainable success through superior service and leadership. While she has no recorded webinars for BPI to date, her experience in leading and developing the Ritz-Carlton Leadership Center demonstrates her capability to deliver high-impact learning experiences that resonate with the Most Loved Workplace® principles.
Where can you learn more from Diana Oreck?
To learn more about Diana Oreck's insights on customer service and leadership, you can explore her professional profiles and interviews available online. Further information about her work at NetJets and her previous executive roles provides additional context on her expertise in creating exceptional owner and customer experiences.