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The Ritz-Carlton Credo

Everyone has heard of “The Ritz” (The Ritz-Carlton) and knows that it’s an expensive, fancy hotel. But it’s an experience, too. The company employs a “Gold Standard,” defining how it operates and how its employees should behave and view customer service. It’s a model on which many companies should diligently base their own values, credo and mission statements. For my own reference and preservation purposes I have copied the entire Ritz-Carlton Gold Standard below:

Gold Standards
Our Gold Standards are the foundation of The Ritz-Carlton Hotel Company, L.L.C. They encompass the values and philosophy by which we operate and include:

The Credo
The Ritz-Carlton Hotel 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.

Motto
At The Ritz-Carlton Hotel Company, L.L.C., “We are Ladies and Gentlemen serving Ladies and Gentlemen.” This motto exemplifies the anticipatory service provided by all staff members.

Three Steps Of Service

1. A warm and sincere greeting. Use the guest’s name.
2. Anticipation and fulfillment of each guest’s needs.
3. Fond farewell. Give a warm good-bye and use the guest’s name.

Service Values: I Am Proud To Be Ritz-Carlton

1. I build strong relationships and create Ritz-Carlton guests for life.
2. I am always responsive to the expressed and unexpressed wishes and needs of our guests.
3. I am empowered to create unique, memorable and personal experiences for our guests.
4. I understand my role in achieving the Key Success Factors, embracing Community Footprints and creating The Ritz-Carlton Mystique.
5. I continuously seek opportunities to innovate and improve The Ritz-Carlton experience.
6. I own and immediately resolve guest problems.
7. I create a work environment of teamwork and lateral service so that the needs of our guests and each other are met.
8. I have the opportunity to continuously learn and grow.
9. I am involved in the planning of the work that affects me.
10. I am proud of my professional appearance, language and behavior.
11. I protect the privacy and security of our guests, my fellow employees and the company’s confidential information and assets.
12. I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment.

The 6th Diamond

• Mystique
• Emotional Engagement
• Functional

The Employee Promise

At The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests.

By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company.

Aside from modifying it to specifically fit your purpose/business/industry there is one prominant point stressed by the Ritz-Carlton Gold Standard you must change. It’s the “Mystique.” Not all companies need to, nor should they, be stressing any sort of “mystique.” Mystique is defined as: an air or attitude of mystery and reverence developing around something or someone. You definitely don’t want to employ that attitude if your running a garbage collection company or renting dog kennels, would you? But dig further…

An alternate definition to Mystique: the special esoteric skill essential in a calling or activity.

Perhaps it’s not the definition of the word that needs to change, so much as the specific word used. Several synonyms for “Mystique” which match the second meaning:

… well, after looking through a few thesauruses I haven’t found anything that’ll quite do it. So, I guess you’re on your own. Pull out your scratchin’ pads…

(Oh yeah, I almost forgot to claim my Technorati Profile)

© 2008 Genius Steve.