Ritz-Carlton President Cooper Launches Post SARS-Recovery Effort With Hotel `Re-launch and Renewal Countdown' in Hong Kong, Shanghai, and Singapore

Business Wire, July 1, 2003

Business Editors/Travel Writers

CHEVY CHASE, Md.--(BUSINESS WIRE)--July 1, 2003

In a personal effort to "jump-start" business at its Asian hotels, in the wake of the recent Severe Acute Respiratory Syndrome (SARS) epidemic, Ritz-Carlton President and Chief Operating Officer Simon Cooper will launch a late July series of hotel "Re-launch and Renewal Countdowns" in Hong Kong, Shanghai, and Singapore - cities where travel was most affected by the virus. This award-winning Washington, DC-based company also has hotels in Kuala Lumpur, Osaka, Seoul and Bali.

These sessions are created to prepare the luxury hotels and their staff to be 100% ready for the anticipated return of business to pre-SARS levels in the months to come. "We understand the necessary reductions in hours of the past few months, when business dropped so sharply, has been difficult for all of The Ritz-Carlton staff in those cities," said Cooper. "We want to welcome them back to work, reinvigorated and excited about the prospect of getting back to the business of offering exceptional hospitality." Current plans call for five days of retraining sessions highlighting all aspects of Ritz-Carlton Gold Standards, from The Credo to the Employee Promise and The Basics (see attached fact sheet).

At other Ritz-Carlton locations around the world, the daily "Line-up" message shared with employees before the start of their work day, will reflect what is happening in Asia that week, to build solidarity amongst the 22,000 staff at hotels from Barcelona to Bahrain, San Francisco to Sharm el Sheikh.

Employees at the three hotels will participate in a five-day "countdown" process. The "countdown" is an energizing and training exercise unique to Ritz-Carlton and typically used to open a new hotel. This will consist of daily training classes to focus on the company philosophy, an employee "re-orientation," leadership seminars, review and re-drafting of departmental mission statements and an overall enlivening of The Ritz-Carlton service commitment to guests.

"We want to create the same exciting atmosphere our employees have when opening a new hotel. Reviewing their departmental mission statement, re-kindling their sense of teamwork will ensure that all our ladies and gentlemen are focused on the needs of their customers and current business requirements with a fresh sense of purpose," explained Vice President, Human Resources, International Hotels Vincent Mercurio.

Simon Cooper, as well Executive Vice President Herve Humler; Senior Vice President, Sales and Marketing Bruce Himelstein; and Regional Vice President, Sales and Marketing Steve Davino will all be on-hand to share their vision and participate in interactive sessions with employees to guide the hotels to success post-SARS.

At the end of each hotel's five-day countdown process, counting down to the official "re-opening" a decade after many of these hotels first opened their doors to guests, employees will celebrate with the traditional pep rally. Messages of good will from the 50 other Ritz-Carlton hotels and resorts worldwide will add to the grand finale celebration with the hope for a return to better times.

The schedule for the hotels' "Re-launch and Renewal Countdown," which will include visits with corporate clients, media interviews and interactive employee meetings with President Cooper and his corporate leadership team, is as follows:

July 28: The Ritz-Carlton, Hong Kong

July 29: The Portman Ritz-Carlton, Shanghai

July 30: The Ritz-Carlton, Hong Kong

July 31: The Ritz-Carlton, Millenia Singapore

The Ritz-Carlton Hotel Company, L.L.C. manages 54 luxury hotels around the world, including seven hotels in Asia. The company has earned almost every accolade the hospitality industry can bestow, including "The Best Employer in Asia" Award by Hewitt Associates, Asian Wall Street Journal and Far Eastern Economic Review (The Portman Ritz-Carlton, Shanghai #1; The Ritz-Carlton, Millenia Singapore #2; The Ritz-Carlton, Hong #14). For information or reservations, please contact a hotel directly, consult a travel professional or access www.ritzcarlton.com.

Gold Standards Are "Words to Live By" For Employees of

The Ritz-Carlton Hotel Company, L.L.C.

With more than 26,000 employees at 54 Ritz-Carlton hotels and resorts around the world, the company's Gold Standards are known in languages from Balinese to Arabic. Though the words may sound different, they all translate the same and are a guide for the "ladies and gentlemen" in how to treat not only their guests, but also one another. For 20 years, since the company's founding in Atlanta, Georgia, service excellence has been the foundation and philosophy that has made Ritz-Carlton recognized as the premiere luxury lodging company in the world.

What is included in The Gold Standards? The Motto, The Credo, 20 Basics, Three Steps of Service and Employee Promise:

The Motto: "We are Ladies and Gentlemen, serving Ladies and Gentlemen." In other words, treat the guest the way you wish to be treated and remember, service is a profession, not servitude.