The document discusses the history and philosophy of service at The Ritz-Carlton hotel chain. It describes how Cesar Ritz founded the first Ritz hotel in the late 19th century and how the brand expanded globally and was acquired by Marriott in the 20th century. The Ritz-Carlton is known for its high standards of service, guest profiling system, and focus on continuous improvement based on customer feedback to ensure a personalized experience.

1. The Ritz Carlton
Let Us Stay With You

2. Ladies and Gentleman
• Garett Diemer
• Mary Byker
• Erica Lei
• Nivian Valladares

3. Two time Baldrige Winner

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.