The document summarizes information about the Ritz-Carlton hotel chain, including that it was founded by Cesar Ritz and has received the Malcolm Baldrige National Quality Award twice. It describes the Ritz-Carlton's motto of "We are Ladies and Gentlemen Serving Ladies and Gentlemen", vision/mission, and gold standards for employee training and customer service through their "Seven Day Countdown" management trainee program.

2. RITZ CARLTON (Headquarters) –
Chevy Chase, Maryland, United States

3. Founded by César Ritz

5. “WE ARE LADIES AND GENTLEMEN
SERVING LADIES AND GENTLEMEN.”
OUR MOTTO

7. The only two-time recipient of the Malcolm Baldrige
National Quality Award in the service category

8. VISION AND MISSION
STATEMENT
RITZ CARLTON GOLD STANDARDS
CREDO
3 STEPS OF SERVICE
SIXTH DIAMOND
EMPLOYEE
PROMISE
We pledge to provide the finest personal service
and facilities for our guest who will always enjoy
a warm, relaxed, yet refined ambiance•A warm and sincere greeting, using the guest’s
name
•Anticipation and fulfillment of each guest’s
needs
•A fond farewell, giving a warm goodbye, and
using the guest’s nameMystique, Emotional Engagement, Functional
Our Ladies and Gentlemen are the most
important resource in our service
commitment to our guests.

9. MANAGEMENT TRAINEE
PROGRAM
•Program is of seven days
•The program is known as “Seven
Day Countdown”
•The program provides it’s staff
with intensive training, and to make
them understand their Gold
Standards.

10. Services Provided

11. Loyalty Program
•Known as Ritz Carlton Reward Club
• Need to create account on it’s website
•Get Airline tickets

12. •Known as “Community Footprints”
•Main goal is to preserve nature and
environment

14. •Every single Ritz Carlton staff member
can spend up to $2000 on a guest.
•Ritz Carlton makes a shoetree for a
customer
•Ritz Carlton retrieves a customer’s
sunglasses by snorkeling.
•Ritz Carlton constructs a wooden
pathway for a wheelchair.
•Ritz Carlton goes across the country to
return a customer’s dress.

16. How does the Ritz-
Carlton match up to
competitive hotels?
What are the bring
up differences?

17. ©I think the two important factors that the Ritz
Carlton have taken to ensure their guest has been
winning care of their internal customers and by
doing that they are taking care of their external
customers, this makes for very happy guests.
©Secondly, is that they are empowering their stave
to satisfy customers needs and make them doglike
to the Ritz name. By using the credo, We are Ladies
and man Serving Ladies and Gentleman. It gives the
staff a sense of pride in their presentation,
themselves and who they operate on for.

18. Discuss the importance
of the “wow stories” in
customer service for a
luxury hotel like the
Ritz-Carlton?

19. The importance of the wow
stories in Ritz-Carlton is what
differentiates itself from the
competition. Ritz-Carlton has
been practicing for years on
anticipating customer needs, but
something that many of us
haven't done is to intentionally
bear in mind to our customers
wants.