Several years ago, one of our hotels was undertaking a renovation of front desk area.  Initially, working together on the project were the typical expected players – the General Manager, the Director of Engineering, and an outside design firm.  The employees who would be using the newly designed area enlivened Service Value 9, “I am involved in the planning of the work that affects me,” and asked for input along the way.  It was a wonderful idea, and the Director of Engineering built a full-scale model of the new design from some scrap wood.  Each front desk employee had th ..read more

The third of the 12 Ritz-Carlton Service Values is, “I am empowered to create unique, memorable and personal experiences for our guests.”  As with every element of the Credo Card, this one may be a short phrase, but it is packed with meaning.  “I am empowered…” Consistent with the other Service Values, Service Value 3 is also written in the first person to express ownership; however, let’s take a closer look at the wording, “I am empowered…” So who is empowering employees?  Empowerment doesn’t materialize on its own.  It requires leadership buy-in, encouragement and suppor ..read more

This week’s blog begins a look at the 12 Service Values of The Ritz-Carlton.  While 12 may seem like a lot, each Service Value is unique and equally important to delivering on our brand’s promise of inspiring life’s most meaningful journeys. Facts about The Ritz-Carlton Service Values: They began as 20 Basics and were the final element composed for the brand’s legendary Credo Card in 1983.  In 2006, as the brand evolved, the Basics were edited to become what we now know as the 12 Service Values.  Some of the language was streamlined, but the spirit of the Basics remained intact ..read more

When we bring the culture of The Ritz-Carlton brand to life, we can help our guests create memories that last a lifetime.  However, if someone doesn’t feel safe in our hotels, we may miss the opportunity to build a strong relationship with them.  The Ritz-Carlton Credo begins, “The genuine care and comfort of our guests is our highest mission.”  If a guest doesn’t feel safe and protected, feeling comfortable will be impossible.  Safety and security are table stakes in the luxury hospitality industry. Service Value 11 at The Ritz-Carlton is a perfect reflection of the import ..read more

At The Ritz-Carlton, Service Value 4 states “I understand my role in achieving the Key Success Factors, embracing Community Footprints and creating The Ritz-Carlton Mystique.”  Key Success Factors are set through the Strategic Planning Process. They drive our action and measure our performance. Community Footprints is the corporate social responsibility program at The Ritz-Carlton that keeps us involved with our communities worldwide. Mystique can be thought of as the magic behind the brand that is strengthened through our Gold Standards.  Today, we will focus on the last part of t ..read more

This week’s blog begins a look at the 12 Service Values of The Ritz-Carlton.  While 12 may seem like a lot, each Service Value is unique and equally important to delivering on our brand’s promise of inspiring life’s most meaningful journeys. Facts about The Ritz-Carlton Service Values: They began as 20 Basics and were the final element composed for the brand’s legendary Credo Card in 1983.  In 2006, as the brand evolved, the Basics were edited to become what we now know as the 12 Service Values.  Some of the language was streamlined, but the spirit of the Basics remained intact ..read more

The Ritz-Carlton has always been a brand that is not content with resting on its laurels.  We take time to celebrate accolades, but we soon return our thoughts to the future and what we can do even better.  Success is never final at The Ritz-Carlton.  This idea is reflected in Service Value 5, “I continuously seek opportunities to innovate and improve The Ritz-Carlton experience.”  You won’t find a special team devoted to innovation at The Ritz-Carlton.  Instead, innovating and improving the guest experience is everyone’s responsibility.  Because our Ladies and Ge ..read more

As companies around the globe continue to adjust to the future of work, there is stress and uncertainty consuming our lives in ways people have never experienced before. More than ever, employees need effective leadership and purpose centered around an authentic, genuine, connected culture. Without a strong culture, companies will lose talent and profit, only to get beat out by the competition and lose market share. As we look ahead to 2023 and continue to adapt to a new normal that has forever changed us – both professionally and personally, there are three reasons why a Virtual Culture ..read more

In an ideal world, each customer interaction with our organization would be issue-free, but the reality is that even with the best intentions, customers will experience problems.  This is true for any organization.  Service recovery is the term used to describe the process of solving problems and rebuilding the customer relationship.  Very often the relationship comes out stronger in the end.  This is referred to as the service recovery paradox. When presented with a guest issue, Ritz-Carlton Ladies and Gentlemen enliven Service Value 6, “I own and immediately resolve guest ..read more

One of the many things that makes The Ritz-Carlton unique is that we look at the propensity a Lady or Gentleman has for demonstrating discretionary effort – that little bit of extra effort a person chooses to exert when no one is looking. The Ritz-Carlton actively seeks out Ladies and Gentlemen who find joy and fulfillment in looking for ways to push past the basic fundamentals of their job descriptions to create special moments for guests.  It is only because we are lucky to have such committed brand advocates working daily for our guests that our culture is sustained and carried forward ..read more