Exercising Discretion at Work

Ladies and gentlemen of The Ritz-Carlton exercise discretion when expressing themselves.

As a professional, it’s always important to choose your words carefully. Discretion is paramount when it comes to protecting our guests. This is particularly true when speaking about other people such as your colleagues and clients. By following these three simple guidelines, you can be a warm, funny and engaging conversationalist while still being discreet.

• First, do not gossip at work. Gossip and rumors contribute to a negative work environment.
• Second, while self-disclosure can make you more relatable and approachable, avoid sharing too much. Oversharing creates an uncomfortable environment.
• Third, you should never share a co-worker’s or client’s personal information—including name, phone number, address, etc.—without his or her permission.

One of the Service Values at The Ritz-Carlton pledges to “protect the privacy and security of our guests, my fellow employees and the company’s confidential information and assets.”

Discretion is not only a best practice for day-to-day operations, but also a product differentiator. Showing that you value and practice discretion makes it easier for your clients to trust you. This can help build loyalty for your brand. 

Our Enrichment Courses immerse clients in The Ritz-Carlton ambiance while offering philosophical and tactical service excellence knowledge. Please visit our Course Calendar to learn more about our upcoming courses and to register.

• best practices
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• culture
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• employee engagement