Page 13 - The New Gold Standard

Foreword
any such thing as saying “That’s not my job.” If it means helping
out one another or doing something to provide service to the
guests, the word no is simply not in the vocabulary of those who
choose to work at Ritz-Carlton.
This spirit of wanting to serve not only our guests but to
lend an extra hand to fellow staffers is how the Ritz-Carlton cul-
ture of caring permeates all of our lives. It explains why so many
of our employees have stayed with the company for years and
why so many of them who began their careers in the 1980s are
now key executives at our hotels around the globe. And it ex-
plains why their children are now joining our global family.
They view providing outstanding service as a career to be proud
of, and they strive for the continuous improvement we encour-
age in all of our Ladies and Gentlemen.
As I look back on the heritage and tradition of César Ritz of
more than a century ago, I realize there have been many defining
moments that have shaped our brand from a few renowned
hotels to a collection of lodging and lifestyle products recognized
as the world’s best. The Swiss shepherd’s son was famous for
many thoughts on what makes for a great guest experience, but
he did not just talk. He personally intervened to make sure the
needs of the guests were surpassed each and every day. Fast-
forward many years after César Ritz, and the Ritz-Carlton brand
took on a new life and reputation for excellence inspired by the
company’s first president, Horst Schulze, and the original group
of visionary hoteliers who planned for the next generation of this
venerable brand. I want to extend my personal gratitude to
Horst for the rich legacy I inherited as the result of his innate
understanding of the true meaning of luxury.
Perhaps the most significant moment came in the late 1990s
when Marriott International purchased The Ritz-Carlton Hotel
Company, and it became their premier luxury brand. While some
skeptics believed this purchase would diminish Ritz-Carlton’s
cachet and reputation, the exact opposite happened. Chairman
Bill Marriott has continually kept his original commitment to

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