Test Review

The Motto

"We are Ladies and Gentlemen serving Ladies and Gentlemen."

Three Steps of Service

1. A warm and sincere greeting. Use the guest's name. 2. Anticipation and fulfillment of each guest's needs. 3. Fond farewell. Give a warm good-bye and use the guest's name.

What things do we always Quote/Note

1. Cancellation Policy 2. Resort Fee 3. Parking/Valet

5 Food Presentations in Club

1. Continental Breakfast 2. Mid-Day Snack 3. Afternoon Tea 4. Hors d'oerves 5. Chocolate and Cordials

Three things to note for kids

1. Names 2. Ages 3. POLO if under 5yrs old

The Gold Standards

1. The Credo 2. The Employee Promise 3. The Motto 4. The Three Steps of Service 5. The Service Values

Diamonds

AAA

The Employee Promise

At The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests. By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company. The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and The Ritz-Carlton Mystique is strengthened.

WHRRZ

Bachelor Gulch, CO

BOSRT

Boston Common, MA

R9

Call for Amenities

CLTRZ

Charlotte, NC

CLERZ

Cleveland, OH

Z38

Cluster Code for Club Upgrade

MW1

Cluster Code for Reward Stays

R5

Cobalt Card

DALRZ

Dallas, TX

DENRZ

Denver, CO

Z5

Dining Request

P7

Do Not Call

TUSRZ

Dove Mountain, AZ

The Lion?

Financial Backing

Stars

Forbes

WASGO

Georgetown, D.C.

HAFRZ

Half Moon Bay, CA

Service Value # 2

I am always responsive to the expressed and unexpressed wishes and needs of our guests.

Service Value # 3

I am empowered to create unique, memorable and personal experiences for our guests.

Service Value # 9

I am involved in the planning of the work that affects me.

Service Value # 10

I am proud of my professional appearance, language and behavior.

Service Value # 12

I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment.

Service Value # 1

I build strong relationships and create Ritz-Carlton guests for life.

Service Value # 5

I continuously seek opportunities to innovate and improve The Ritz-Carlton experience.

Service Value # 7

I create a work environment of teamwork and lateral service so that the needs of our guests and each other are met.

Service Value # 8

I have the opportunity to continuously learn and grow.

Service Value # 6

I own and immediately resolve guest problems.

Service Value # 11

I protect the privacy and security of our guests, my fellow employees and the company's confidential information and assets.

Service Value # 4

I understand my role in achieving the Key Success Factors, embracing Community Footprints and creating The Ritz-Carlton Mystique.

JHMRZ

Kapalua, HI

SNARZ

Laguna Niguel, CA

RNORZ

Lake Tahoe, NV

LAXLZ

Los Angeles, LA Live, CA

Features in all rooms

Marble Bathrooms Shoe Shine Laundry Service High Speed Internet Plush Terry Bathrobes European Toilets

LAXMD

Marina Del Rey, CA

1998

Marriott International, Inc. acquires the remaining percentage of The Ritz-Carlton Hotel Company, L.L.C.

MRBIV

Mistakes Rework Breakdown Inefficiencies Variations

YULRM

Montreal, Quebec, Canada

Z8

Most Valued Guest

NYCRD

NY Battery Park, NY

NYCCP

NY Central Park, NY

D8

Not a Dupe

O2

P.O.L.O.

WASPC

Pentagon City, (D.C.) VA

PHLRT

Philadelphia, PA

Innovations

Private bath in guest rooms. Lighter fabrics in the guest room to allow for more thorough washing. White tie and apron uniforms for the wait staff; black tie for the Maitre d' and morning suits for all other staff conductive to a formal, professional appearance. Extensive fresh flowers throughout the public areas. A la carte dining providing choices for diners. Gourmet cuisine utilizing the genius and cooking methods of Auguste Escoffier. Intimate, smaller lobbies for a more personalized guest experience.

The Mission

Provide genuine care and exceptional products and services resulting in profit leadership.

PSPPS

Rancho Mirage, CA

The Crown?

Royalty

SFORZ

San Francisco, CA

STLRZ

St. Louis, MO

1999

The Ritz-Carlton Club Division is Launched. The Ritz-Carlton Hotel Company, L.L.C. wins the Malcolm Baldrige Nation Quality Award for the second time.

1992

The Ritz-Carlton Hotel Company wins the Malcolm Baldrige Award for Excellence in Quality.

The Vision

The Ritz-Carlton inspires life's most meaningful journeys.

The Credo

The Ritz-Carlton is a place where genuine care and comfort of our guest is our highest mission. We pledge to provide the finest personal service and facilities for our guest will always enjoy a warm, relaxed yet refined ambiance. The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guest.

1927

The Ritz-Carlton, Boston opens.

Cesar Ritz

The king of hoteliers and the hotelier of kings. -King Edward VII

Lateral Service

The service associates provide to each other.

YYZRZ

Toronto, Ontario, Canada

WASTY

Tysons Corner, (D.C.) VA

WASRT

Washington, D.C.

NYCRW

Westchester, NY