Page 55 - The New Gold Standard

Set the Foundation

13. Never lose a guest. Instant guest pacification is the respon-
sibility of each employee. Whoever receives a complaint will
own it, resolve it to the guest’s satisfaction, and record it.
14. “Smile—We are on stage.” Always maintain positive eye
contact. Use the proper vocabulary with our guests and
each other. (Use words such as “Good Morning,” “Cer-
tainly,” “I’ll be happy to,” and “My pleasure.” Do not use
words such as “OK,” “Sure,” “Hi/Hello,” “Folks,” and “No
problem.”)
15. Be an ambassador of your Hotel in and outside of the work-
place. Always speak positively. Communicate any concerns
to the appropriate person.
16. Escort guests rather than pointing out directions to another
area of the Hotel.
17. Use Ritz-Carlton telephone etiquette. Answer within three
rings and with a “smile.” Use the guest’s name when possi-
ble. When necessary, ask the caller, “May I place you on
hold?” Do not screen calls. Eliminate call transfers when-
ever possible. Adhere to voice-mail standards.
18. Take pride in and care of your personal appearance. Every-
one is responsible to convey a professional image by adher-
ing to Ritz-Carlton clothing and grooming standards.
19. Think safety first. Each employee is responsible for creating
a safe, secure, and accident-free environment for all guests
and each other. Be aware of all fire and safety emergency
procedures, and report any security risks immediately.
20. Protecting the assets of a Ritz-Carlton Hotel is the responsi-
bility of every employee. Conserve energy, properly main-
tain our hotels, and protect the environment.

(Copyright © The Ritz-Carlton Hotel Company, L.L.C. All rights reserved.
Reprinted with permission.)
See Chapter 5 for information about the Employee Promise and Chapter 7
for information about MR. BIV.

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