Basic information
How many service values are there?
12
I build Strong relationships and create Ritz-Carlton guests for life.
Service value # 1
I understand my role in achieving the ____________, embracing Community Footprints and creating The Ritz-Carlton Mystique.
Key Success Factors
Service step 1
A warm and sincere greeting. Use the guest's name.
We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambience.
How many steps of service are there?
I own and immediately resolve guest problems.
Service value #6
I am always responsive to the expressed and _______ wishes and needs of our guests.
Unexpressed
Service step 2
Anticipation and fulfillment of each guest's needs.
Third paragraph of The Credo
The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.
We are Ladies and Gentlemen, serving _____ & ________.
Ladies & Gentlemen
I am empowered to create unique, memorable and personal experiences for our guests.
Service value #3
I am responsible for uncompromising levels of cleanliness and creating a safe and __________ environment.
Accident-free
Service step 3
Fond farewell. Give a wam good-bye and use the guest's name.
First paragraph of The Employee Promise
At The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests.
Blue
I have the opportunity to continuously learn and grow.
Service value #8
I protect the _______ and _______ of our guests, my fellow employees and the company's confidential information and assets.
Privacy and security
The Motto
We are Ladies and Gentlemen, serving Ladies and Gentlemen.
Second paragraph of The Employee Promise
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.
I am _____ to be Ritz-Carlton.
I am proud of my professional appearance, language, and behavior.
Service value #10
I continuously seek opportunities to ______ and ________ The Ritz-Carlton experience.
Innovate and improve
First paragraph of The Credo
The Ritz-Carlton is a place where the genuine care and comfort of our guests is our highest mission.
Third paragraph of The Employee Promise.
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 and strengthened.