Ritz Carlton Standards

The Motto

-At the Ritz-Carlton Hotel Company, L.L.C., "We are ladies and gentleman serving ladies and Gentleman" -This Motto exemplifies the anticipatory services provided by all staff members

The 6th Diamond

-Mystique -emotional engagement -Functional

The Credo

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

How many employees

40,000

The 3 Steps of Service

1.) A warm and sincere greeting 2.) Use the guests name. fulfillment and ancipatoon of each guests needs. 3.)A fond farewell. Give a warm good-bye and use the guests name.

The Ritz-Carlton Employee Promise

1.)At The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests. 2.)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. 3.)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.

Service Values: I am Proud to Be Ritz-Carlton

1.)I build strong RELATIONSHIPS and create Ritz-Carlton guests for life. 2.)I am always RESPONSIVE to the expressed and unexpressed wishes and needs of our guests. 3.)I am EMPOWERED to create unique, memorable and personal experiences for our guests. 4.)I UNDERSTAND my role in achieving the Key Success Factors, embracing Community Footprints and creating The Ritz-Carlton Mystique. 5.)I CONTINUOUSLY seek opportunities to innovate and improve The Ritz-Carlton experience. 6.)I OWN and immediately resolve guest problems. 7.)I CREATE a work environment of teamwork and lateral service so that the needs of our guests and each other are met. 8.)I have the OPPORTUNITY to continuously learn and grow. 9.)I am INVOLVED in the planning of the work that affects me. 10.)I am PROUD of my professional appearance, language and behavior. 11.)I PROTECT the privacy and security of our guests, my fellow employees and the company's confidential information and assets. 12.)I am RESPONSIBLE for uncompromising levels of cleanliness and creating a safe and accident-free environment.

How many countries and territories is the Ritz-Carlton in

30

How many hotels does the Ritz-Carlton have

91

global officer/worldwide operations

Bob Kharazami

Headquarters?

Chevy Chase maryland

President/COO

Herve Humler

Ritz Carlton Gold standards

The Credo The Motto Three Steps of Service Service Values The 6th Diamond The employee Promise