Page 54 - The New Gold Standard

PRINCIPLE 1: DEFINE AND REFINE

The Ritz-Carlton 20 Basics

1. The Credo is the principal belief of our Company. It must be
known, owned, and energized by all.
2. Our Motto is “We Are Ladies and Gentlemen serving Ladies
and Gentlemen.”As service professionals,we treat our guests
and each other with respect and dignity.
3. The Three Steps of Service are the foundation of Ritz-Carlton
hospitality. These steps must be used in every interaction to
ensure satisfaction, retention, and loyalty.
4. The Employee Promise is the basis for our Ritz-Carlton work
environment. It will be honored by all employees.
5. All employees will successfully complete annual Training
Certification for their position.
6. Company objectives are communicated to all employees. It
is everyone’s responsibility to support them.
7. To create pride and joy in the workplace, all employees have
the right to be involved in the planning of the work that af-
fects them.
8. Each employee will continually identify defects (MR. BIV)
throughout the Hotel.
9. It is the responsibility of each employee to create a work en-
vironment of teamwork and lateral service so that the needs
of our guests and each other are met.
10. Each employee is empowered. For example, when a guest
has a problem or needs something special, you should
break away from your regular duties, address and resolve
the issue.
11. Uncompromising levels of cleanliness are the responsibili-
ties of every employee.
12. To provide the finest personal service for our guests, each
employee is responsible for identifying and recording indi-
vidual guest preferences.

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