The Ritz Carlton Credo: An Inside Look to the Ritz Culture

If you’ve ever stayed at a Ritz Carlton, you know the service is top-notch. In fact, they treat their employees different than most other companies. They’re referred to as “Ladies and Gentleman,” and aren’t called staff.

What sets Ritz Carlton apart is a little known mantra their Ladies and Gentleman recite each day – something the guests will never see in person, but will always experience in the form of top-notch service.

It’s called the Ritz Carlton Credo, and corporate leaders such as Steve Jobs himself have taken tips from the Ritz Carlton Brand and leadership school to apply to his own company.

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.

So is it just some cheesy saying, or is it in fact a way of life for these employees? As I talked about yesterday, CNBC recently did a documentary going behind the closed doors of Marriott, to look at this daily ritual and what sets Ritz Carlton apart from other luxury hotels.

Let’s also take a look at their service mottos:

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.

Having grown up in the Boy Scouts – and also an Eagle Scout, I myself can certainly understand the importance of an “Oath” and “Law” to the point that these staff replicate during their workdays.

The next time you step into a Ritz Carlton hotel, know that there’s a lot of behind the scenes work – and passion – that goes into every guest’s stay.

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Comments

  1. mbh says

    I used to be a big Ritz fan (a meeting planner showed me that list of mottos many years ago, and I was very impressed). I like the Ritz now, but feel that the service has slipped in the last decade. I feel for the chain, as I feel that people–at least Americans–are much less willing to work at the level these mottos ask them to work. They want to do their job and get their check and go home. I suspect hiring the right people is very hard these days. I do still consider the occasional Ritz stay worth it (though I have to say that my recent stay at the Philly Ritz was very disappointing in terms of service from the doorman to checkout).

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