CREDO
According to the Credo, what is our highest mission for our guests?
The genuine care and comfort
What kind of greeting do we give in our First Step of Service?
Warm and sincere
Fill in the blank: At The Ritz-Carlton, ____________
are the most important resource.
Our Ladies & Gentlemen
What kind of work environment we create in our Service Value 7?
Teamwork and lateral service
Name the Brand Values
Legendary, Gracious, Inspiring
Warm, relaxed yet refined.
What should we do after giving a warm good-bye?
Use the guest's name
Fill in the blanks: Quality of life is _____, individual ______ are fulfilled.
Enhanced. Aspirations.
In Service Value 1, what kind of relationships do we want to build with our guests?
Strong
What are the marks that we create?
Indelible
What does The Ritz-Carlton experience do to the senses?
Enlivens
In our Second Step of Service, what should we do for each guest's needs?
Anticipation and fulfillment
What are the principles we apply?
Trust, Honesty, Respect, Integrity and Commitment
Which Service Value talks about learning and growing?
Service Value 8
What two types of Wow Story are there?
Essential and Legendary
What do we pledge to provide for our guests?
Finest personal service and facilities
What is our Third Step of Service?
Fond farewell. Give a warm good-bye and use the guest's name
What do we do to benefit each individual and the company?
Nurture and maximize talent
Fill in the blank: I am ____ to create unique, memorable and personal experiences for our guests
Empowered
Where was Cesar Ritz born?
Switzerland
In what year was the Credo created?
1985
Recite all Three Steps of Service
1. A warm and sincere greeting. Use the guest's name.
2. Anticipation and fulfillment of each guest's need.
3. Fond farewell. Give a warm good-bye and use the guest's name.
On the third paragraph of our Employee Promise, what is strengthened?
The Ritz-Carlton Mystique
Recite Service Value 6
I own and immediately resolve guest problems
How many products does the Ritz-Carlton brand have?
11