Ritz Carlton

Taken from essays 24

The Employee Promise

So when you think of luxury hotels, a few brands come to mind. Among them is the Ritz-Carlton. The hotel has established a worldwide reputation for treating guests like royalty. Walk into any Ritz-Carlton hotel in the world and you will be greeted by a staff that works at making customer service an art. Every employee, from the valet to the front desk attendant to the waiter to the housekeeper, is warm, friendly, gracious, courteous, and genuinely seems eager to make sure your stay is a memorable one.

After the long experience in the hotel management business the Ritz Carlton has stated some standards that will facilitate the work of their employees providing then with the necessary instructions that they must follow in order to highly satisfy the needs of their customers and offer the highest level of service demanded by the Ritz Carlton:

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.

Service Values: Every manager and front-line employee of the Ritz-Carlton carries a laminated card with 12 service values guidelines that are intended to help employees create the mystique that attracts luxury travelers:

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 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