Page 43 - The New Gold Standard

Set the Foundation
guests. Jonathan G. Foss experienced this firsthand. As he shares,
“I was a guest at the Cancún property when Hurricane Wilma
battered us. I was so struck by the way the staff operated with a
single-minded purpose for guest safety and comfort that I asked
what enabled them to be so cohesive. A staff member showed me
the Credo Card and gave it to me. I actually had him sign it.”
Given the daily reinforcement of the content of the Credo
Card, you would be hard-pressed to find a Lady or Gentleman at
the Ritz-Carlton who can’t immediately articulate the following:

The Credo
The Motto

The Three Steps of Service

The Credo
In its most elegant form, the Ritz-Carlton has defined the “ulti-
mate guest experience” in three easily remembered stanzas:

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 ambience.

The Ritz-Carlton experience enlivens the senses,
instills well-being, and fulfills even the unexpressed
wishes and needs of our guests.

(Copyright © The Ritz-Carlton Hotel Company, L.L.C.
All rights reserved. Reprinted with permission.)

One of the founders of The Ritz-Carlton Hotel Company,
Ed Staros, who is currently vice president and managing director
of The Ritz-Carlton Resorts of Naples, Florida, relates, “We

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