The Power of Our Employee Promise

  • December 02, 2021

Our Gold Standards are the foundation of The Ritz-Carlton. They encompass the values and philosophy by which we operate and include our employee promise, which reads:

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.

The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and The Ritz-Carlton Mystique is strengthened.

Created by our Ladies and Gentlemen, the Employee Promise describes our work environment and how critical our employees are to our business regardless of role, title or tenure with the brand.

If we take a look ​at each section, much insight comes to light as to the intentional selection of words for this important component of our Gold Standards. Notably, it opens by stating that our Ladies and Gentlemen are our most important resource. Those are powerful words! With a diverse, highly-engaged workforce located around the world, at any given moment, one of our Ladies or Gentlemen is having a moment of truth with a customer and has the opportunity to make or break a customer relationship. Each Lady and Gentleman shares responsibility for our success- and they truly are our most important resource.

We want them to understand the value they share in that equation. It is not just the President of the company or the General Manager of the hotel – we ALL have that level of responsibility. ​​

We then call out 5 key principles of trust, honesty, respect, integrity and commitment. These principles are all a 2-way street as this is how we treat our Ladies and Gentlemen and the expectation is that they will do the same for each other and our guests. ​

The last part of the Employee Promise centers around creating the legendary Ritz-Carlton Mystique.  The Ritz-Carlton Mystique is intangible – it is an aura, a reputation, something to experience. We need to maintain the aura, The Ritz-Carlton Mystique, by knowing what people expect and exceeding those expectations. 

Does your company have an Employee Promise or are you solely focused on your client-centric mission and values? If the latter, perhaps it is time to explore what you wish to have as the compass for your employees’ connection back to your broader organization.