Ritz Hotel

Ritz-Carlton's Mission Statement

This is by far the best mission statement I have found. The following is a great example of why Ritz-Carlton is one of the best hotel chains in the world. As you will see, it is much, much more than just a mission statement.

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.

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.

THREE STEPS OF SERVICE

1. A warm and sincere greeting. Use the guest name, if and when possible.

2. Anticipation and compliance with guest needs.

3. Fond farewell. Give them a warm good-bye and use their names, if and when possible.

20 BASICS

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...