1. THE RITZ-CARLTON CREDO
“WE ARE LADIES AND GENTLEMEN SERVING LADIES AND GENTLEMEN”
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.
Three steps of service are (1) A warm and sincere greeting. Use the guest name, if and when
possible. (2) Anticipation and compliance with guest needs. (3) Fond farewell. Give them a
warm good bye and use their names, if and when possible.
THE RITZ-CARLTON BASICS
1. The Credo will be known, owned and energized by all employees.
2. We are Ladies and Gentlemen serving Ladies and Gentlemen.
3. The three steps of service shall be practiced by all employees.
4. Smile—“We are on stage.” Always maintain positive eye contact.
5. Use the proper vocabulary with our guests (eliminate hi, ok, folks, etc.)
6. Uncompromising levels of cleanliness are the responsibility of every employee.
7. Create a positive work environment. Practice teamwork.
8. Be an ambassador of your hotel in and outside of the work place. Always talk positively.
9. Any employee who receives a guest complaint “owns” the complaint.
10. Instant guest pacification will be ensured by all. Respond to guest wishes within ten
minutes of the request. Follow up with a telephone call within twenty minutes to
ensure their satisfaction.
11. Use guest incident action forms to communicate guest problems to fellow employees
and managers. This will help ensure that our guests are never forgotten.
12. Escort guests, rather than pointing out directions to another area of the hotel.
13. Be knowledgeable of hotel information to answer guest questions.
14. Use proper telephone etiquette. Answer within three rings and, with a “smile”, ask
permission to put a caller on hold. Do not screen calls. Eliminate call transfers when
possible.
15. Always recommend the hotel’s food and beverage outlets prior to outside facilities.
16. Uniforms are to be immaculate. Wear proper footwear and your correct nametag.
17. Ensure all employees know their roles during emergency situations and are aware of
procedures.
18. Notify your supervisor immediately of hazards, injuries or assistance needs you have.
19. Practice energy conservation and proper maintenance of hotel property.
20. Protecting the assets of a Ritz-Carlton Hotel is the responsibility of every employee.