4. The History of Ritz-Carlton
• The hotel’s famous name began with the birth of Cesar Ritz
in Switzerland in 1850
• Cesar Ritz eventually know as the “king of Hoteliers ”Ritz
opened three luxurious hotel in Europe
• After Cesar Ritz died in 1918, his wife Marie continued the
expansion of hotels bearing his name
• Several Ritz-Carlton Hotels were built in the North America
in the early 20th century
• In 1983, Former CEO William B. Johnson acquired the rights
to the name made famous by Swiss hotelier Cesar Ritz
• Today, it is part of hotel giant Marriott International, which
operating under that company’s luxury segment
5. • Private bath in each guest room
• Lighter fabrics in the guest room to allow for more
thorough washing
• White tie and apron uniforms for the waitstaff, black tie
for the Maitre d’ and morning suits for all other staff,
conducive to a formal, professional appearance
• Extensive fresh flowers throughout the public areas
• A la carte dining, providing choices for diners
• Gourmet cuisine, utilizing the genius and cooking methods
of Auguste Escoffier
• Intimate, smaller lobbies for a more personalized guest
experience
6. The Credo
• The Ritz-Carlton Hotel 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 ambience.
• The Ritz-Carlton experience enlivens the senses, instills well-
being, and fulfills even the unexpressed wishes and needs of
our guests
• HR video
7. Motto
• At The Ritz-Carlton Hotel
Company, L.L.C., "We are Ladies and
Gentlemen serving Ladies and Gentlemen."
This motto exemplifies the anticipatory
service provided by all staff members.
8. Three Steps of Service
• A warm and sincere greeting. Use the guest's
name.
• Anticipation and fulfillment of each guest's
needs.
• Fond farewell. Give a warm good-bye and use
the guest's name.
9. Service Values: I Am Proud To Be Ritz-Carlton
• I build strong relationships and create Ritz-Carlton guests for life.
• I am always responsive to the expressed and unexpressed wishes and needs of our guests.
• I am empowered to create unique, memorable and personal experiences for our guests.
• I understand my role in achieving the Key Success Factors, embracing Community
Footprints and creating The Ritz-Carlton Mystique.
• I continuously seek opportunities to innovate and improve The Ritz-Carlton experience.
• I own and immediately resolve guest problems.
• I create a work environment of teamwork and lateral service so that the needs of our
guests and each other are met.
• I have the opportunity to continuously learn and grow.
• I am involved in the planning of the work that affects me.
• I am proud of my professional appearance, language and behavior.
• I protect the privacy and security of our guests, my fellow employees and the company's
confidential information and assets.
• I am responsible for uncompromising levels of cleanliness and creating a safe and accident-
free environment.
10. The Employee Promise
• 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.
• Singapore milk, Scented Candle
11. Technology as an Advantage
• Guest-Profiling System
• Accounting Data
• Research and Development
• E-commerce
• “Character Trait Recruiting”
• Converts data into useful information
• Improves Quality and productivity
• Crucial for Continuous Improvement
12. Guest Profiling System
• Remembers each of its 800,000+ customers
• Monitors guest preferences-Interests, family or
couple, smoker or non-smoker, preferred form of
payment etc.
• Provides information on previous complaints, so
that the staff knows what area to pay extra
attention to
• Allows hotel to tailor service for each and every
customer
• Accessible at every Ritz-Carlton Hotel
• Provides a more personable and memorable
experience
13. Accounting Data
• Useful in identifying areas for quality
improvement and tracking the progress of
quality improvement programs-Higher
productivity reduce costs
• Ensures that the firm operates cost-effectively
and profitably (Budget)
• Analyzes investment opportunities
14. Research and Development
• Helps discover “What customers want”
• Helps identify market trends and patterns
• Customer Surveys provide feedback with
useful information that improve customer
satisfaction
• Tells us “what we can improve” and “how we
can improve it”
15. E-Commerce
• Allows customers to navigate through the site
to find rooms, pricing, availability and so much
more
• Enhances Customer Relationship
• Ability to suggest activities, rooms, special
promotions, etc.
• Increased opportunity for exposure and sales
16. “Character Trait Recruiting”
• Instrument for determining a candidate’s
fitness for each of the 120 job positions
• Provides a way to match the right candidate to
the right job
• Proven effective so far, and combined with
proper training, and proper compensation it
reduces chance of employee turnover
17. Mass Customization
• The Ritz-Carlton has established a sustainable
competitive advantage though the practice of
mass customization through high quality
customer service.
• The Ritz-Carlton services each quest as an
individual.
• This makes being a guest at the Ritz-Carlton
more than just a service. Being a guest at the
Ritz is a completely unique experience.
18. The Experience
• The Ritz-Carton does not need to ask what kind
of pillow you like, what your favorite newspaper
is, if you prefer a smoking or nonsmoking room,
or if you want breakfast served in your room.
• All these things and more are provided like
pleasant little surprises throughout your stay.
• This is because the Ritz stores information about
its customers as they continue to visit. The more
times you stay at the Ritz-Carlton, the more you
will pleasantly surprised with increasingly
personalized service.
19. Continuous Improvement
• The Ritz-Carlton gathers and uses surveys of customer
satisfaction and quality-related data on a daily basis to
ensure the continuous improvement of service.
• By asking customers how the Ritz-Carlton can improve
the company shows dedication to providing extremely
personalized, caring, and quality service.
• This resonates with customers and becomes a source
of competitive advantage for the Ritz-Carlton, since no
other hotel in the industry shows this level of
dedication to quality.
20. Quality
• Instead of focusing on keeping costs low, the Ritz-
Carlton focuses on providing the highest quality
service possible.
• The hotel emphasizes a desire to fulfill every
individual need that guests may have.
• Because of this high quality service customers are
willing to pay more for the experience.
• This means that even during times of economic
downturn guests that desire such high quality
service are willing to pay to sat with the Ritz-
Carlton.
21. Loyal Customers
• The Ritz keeps its focus on providing services
that cater to the hotel’s target market of
upper-class individuals.
• This means that the hotel has a loyal customer
base who return to the Ritz-Carlton time after
time, year after year, and generation after
generation.
