One of the many things that makes The Ritz-Carlton unique is that we look at the propensity a Lady or Gentleman has for demonstrating discretionary effort – that little bit of extra effort a person chooses to exert when no one is looking. The Ritz-Carlton actively seeks out Ladies and Gentlemen who find joy and […]
Service Value 10 at The Ritz-Carlton states, “I am proud of my professional language, appearance and behavior.” In very simple terms, it defines how our Ladies and Gentlemen “show up” each day. Language. Three adjectives we use to describe our language and tone are “warm, relaxed, and refined.” Never stuffy or overly formal. When speaking […]
The twelfth Service Value at The Ritz-Carlton is, “I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment.” Much like Service Value 11, which addresses privacy and security, Service Value 12 is considered table stakes for luxury hotels. If a hotel is not clean, then those deficiencies will be the […]
The Ritz-Carlton 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 ambiance. The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes […]
72% of customers will share a positive experience with 6 or more people. On the other hand, if a customer is not happy, 13% of them will share their experience with 15 or even more. Even in a highly-engaged organization and especially after many of us are starting to explore and travel, customer problems will always occur. Mistakes […]
Amidst the mad dash of balancing careers, social lives jammed with virtual and in-person events, children’s camp schedules and the everything in between – there is something so simple that can stop us in our tracks when we are checking out at the grocery store or even just passing a neighbor during our afternoon walk: […]
With many focused on fostering purpose and driving value through their individual roles, organizations remain eager to drive transformation in meaningful ways to retain top talent, attract new talent all while powering meaningful customer, patient or fan experiences. As we know all too well, unforeseen circumstances will always come along to affect human society as we […]
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 […]
As we round out year two of these historic times, the approach to retail will be forever changed – punctuated with a strong focus on online shopping more than ever before. This has been a popular shopping choice for years, but the pandemic is continuing to focus retailers on compressing their innovation cycles. Purchases will […]
Listening is not a passive activity. To be a good listener, you must pay attention, ask clarifying questions and respond appropriately. Giving your full attention to someone means that you are not thinking about what you might say in response—or even worse, wondering what you might make for dinner. A good listener is alert and […]