The Ritz-Carlton 20 Basics

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1. The Credo is the principal belief of our Company. It must be known, owned, and energized by all.

2. Our Motto is “We Are Ladies and Gentlemen serving Ladies and Gentlemen.” As service professionals, we treat our guests and each other with respect and dignity.

3. The Three Steps of Service are the foundation of Ritz-Carlton hospitality. These steps must be used in every interaction to ensure satisfaction, retention, and loyalty.

4. The Employee Promise is the basis for our Ritz-Carlton work environment. It will be honored by all employees.

5. All employees will successfully complete annual Training Certification for their position.

6. Company objectives are communicated to all employees. It is everyone's responsibility to support them.

7. To create pride and joy in the workplace, all employees have the right to be involved in the planning of the work that affects them.

8. Each employee will continually identify defects (MR. BIV) throughout the Hotel.

9. It is the responsibility of each employee to create a work environment of teamwork and lateral service so that the needs of our guests and each other are met.

10. Each employee is empowered. For example, when a guest has a problem or needs something special, you should break away from your regular duties, address and resolve the issue.

11. Uncompromising levels of cleanliness are the responsibilities of every employee.

12. To provide the finest personal service for our guests, each employee is responsible for identifying and recording individual guest preferences.

13. Never lose a guest. Instant guest pacification is the responsibility of each employee. Whoever receives a complaint will own it, resolve it to the guest's satisfaction, and record it.

14. “Smile — We are on stage.” Always maintain positive eye contact. Use the proper vocabulary with our guests and each other. (Use words such as “Good Morning,” “Certainly,” “I'll be happy to,” and “My pleasure.” Do not use words such as “OK,” “Sure,” “Hi/Hello,” “Folks,” and “No problem.”)

15. Be an ambassador of your Hotel in and outside of the workplace. Always speak positively. Communicate any concerns to the appropriate person.

16. Escort guests rather than pointing out directions to another area of the Hotel.

17. Use Ritz-Carlton telephone etiquette. Answer within three rings and with a “smile.” Use the guest's name when possible. When necessary, ask the caller, “May I place you on hold?” Do not screen calls. Eliminate call transfers whenever possible. Adhere to voice-mail standards.

18. Take pride in and care of your personal appearance. Everyone is responsible to convey a professional image by adhering to Ritz-Carlton clothing and grooming standards.

19. Think safety first. Each employee is responsible for creating a safe, secure, and accident-free environment for all guests and each other. Be aware of all fire and safety emergency procedures, and report any security risks immediately.

20. Protecting the assets of a Ritz-Carlton Hotel is the responsibility of every employee. Conserve energy, properly maintain our hotels, and protect the environment. 

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