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

The Credo: The words are included on a wallet-sized card all employees carry with them at all times when serving guests. From dishwashers to general managers, the promise of The Credo can be recited by heart. It pledges, among other things, to make "the genuine care and comfort of our guests" the "highest mission." It promises that Ritz-Carlton guests can always expect staff to "provide the finest services and facilities."

The Three Steps of Service: A reminder that when a guest arrives, during their stay, and when they depart, certain actions should be considered of utmost importance. Beginning with a "sincere greeting," going on to "anticipation and compliance with guest wishes," and finally, a "fond farewell."

The 20 Basics: Considered the core of a Ritz-Carlton employee's treatment of their guests, the Basics remind them to escort the guest, never point; return phone calls before the end of every business day; and be mindful that if asked for assistance by a guest, never say "that's not my job!"

The Employee Promise: When Ritz-Carlton "invites" an employee to join, it happens only after a lengthy interview process. The Promise tells the employee what they can expect from The Ritz-Carlton Hotel Company, including the fact that they work in an atmosphere where honesty and respect, diversity and individual aspirations are valued and respected.

All of these Gold Standards are reinforced not only when a hotel readies for opening, but on a regular basis at "Line Up," a morning meeting where a "Basic of the Day" is reviewed and discussed. Whether it is preparation for a state visitor, or a campaign to improve guest satisfaction, The Gold Standards are a blueprint for quality excellence - often admired by competitors, but never duplicated.