The Gold Standards
How many Service Values are there?
12
I own and immediately resolve guest problems.
Service Value #6
The Ritz-Carlton is a place where the ____ care and comfort of our guests is our ____ mission.
genuine, highest
I build strong relationships and create Ritz-Carlton guests for life.
Service Value #1
What is the foundation of our brand and part of our uniform everyday?
The Credo Card
What does the Employee Promise say is our most important resource?
Our Ladies and Gentlemen
I have the opportunity to continuously learn and grow.
Service Value #8
We pledge to provide the finest ____ service and facilities for our guests who will always enjoy a warm, ____, yet refined ambience.
personal, relaxed
I continuously seek opportunities to innovate and improve The Ritz-Carlton experience.
Service Value #5
What is the first step of service?
A warm and sincere greeting, using the guest's name.
We are Ladies and Gentlemen serving Ladies and Gentlemen
I create a work environment of teamwork and lateral service so that the needs of our guests and each other are met.
Service Value #7
The Ritz-Carlton experience ____ the senses, ____ well-being, and ____ even the unexpressed wishes and needs of our guests.
enlivens, instills, fulfills
I protect the privacy and security of our guests, my fellow employees and the company's confidential information and assets.
Service Value #11
What number service values are functional?
Service Values #10, #11, #12
What is the second step of service?
Anticipation and fulfillment of each guest's needs
I am proud of my professional appearance, language, and behavior.
Service Value #10
Recite the first sentence of The Credo.
The Ritz-Carlton is a place where the genuine care and comfort of our guests is our highest mission.
I am involved in the planning of the work that affects me.
Service Value #9
Recite the second sentence of The Credo
We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambience.
What are the three pillars of the Sixth Diamond?
Mystique, Emotional Engagement, Functional
I am empowered to create unique, memorable and personal experiences for our guests.
Service Value #3
Recite The Credo.
The Ritz-Carlton is a place where the genuine care and comfort of our guests 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 ambiance.
The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.
I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment.
Service Value #12
Tell us your favorite Service Value and why.
Answers will vary.