The Ritz-Carlton Mystique
June 07, 2023
At The Ritz-Carlton, Service Value 4 states “I understand my role in achieving the Key Success Factors, embracing Community Footprints and creating The Ritz-Carlton Mystique.”
- Key Success Factors are set through the Strategic Planning Process. They drive our action and measure our performance.
- Community Footprints is the corporate social responsibility program at The Ritz-Carlton that keeps us involved with our communities worldwide.
- Mystique can be thought of as the magic behind the brand that is strengthened through our Gold Standards.
Today, we will focus on the last part of this important Service Value and share more about The Ritz-Carlton Mystique. The Oxford dictionary defines mystique as “a fascinating aura of mystery, awe, and power surrounding someone or something.” The Ritz-Carlton Mystique can be thought of as that little bit of magic created by our Ladies and Gentlemen. When experiencing surprise and delight moments, thoughtful touches and genuine care, guests are often left wondering, “How did they know? How did they do that?”
While Mystique may feel like an outlying concept to include alongside two very concrete aspects of the business, its presence in Service Value 4 reminds us that it is the basis for everything we do at The Ritz-Carlton. It is present in the big, show-stopping moments we create for guests, as well as in small, thoughtful gestures.
Each of our 12 Service Values guide our behavior and ensure consistency to bring The Ritz-Carlton Mystique to life.
From a guest arrival, where the bellman relays the name on the luggage tag to fellow employees so the guest is greeted with a warm welcome by name, to the guest who quietly mentions his upcoming birthday that will fall during his trip. He will arrive at the property to a team of Ladies and Gentlemen having already prepared some surprise & delight moments for his special trip, energized to enliven the legendary Mystique that evokes such a memorable, intangible feeling.
No matter what type of work you do, you can bring a little Mystique to your role, your team and your organization. What could this look like?
If you are interested in learning more about the Mystique and other best practices of our brand, we invite you to explore enrollment options for one of our upcoming onsite course experiences.