PRACTICE

THE RITZ-CARLTON CREDO

1. The Credo will be known, owned and energized by all employees.
2. We are Ladies and Gentlemen serving Ladies and Gentlemen.
3. The three steps of service shall be practiced by all employees.
4. SmileWe are on stage. Always maintain positive eye contact.
5. Use the proper vocabulary with our guests (eliminate hi, ok, folks, etc.)
6. Uncompromising levels of cleanliness are the responsibility of every employee.
7. Create a positive work environment. Practice teamwork.
8. Be an ambassador of your hotel in and outside of the work place. Always talk positively.
9. Any employee who receives a guest complaint owns the complaint.
10. Instant guest pacification will be ensured by all. Respond to guest wishes within ten minutes
of the request. Follow up with a telephone call within twenty minutes to ensure their
satisfaction.
11. Use guest incident action forms to communicate guest problems to fellow employees and
managers. This will help ensure that our guests are never forgotten.
12. Escort guests, rather than pointing out directions to another area of the hotel.
13. Be knowledgeable of hotel information to answer guest questions.
14. Use proper telephone etiquette. Answer within three rings and, with a smile, ask
permission to put a caller on hold. Do not screen calls. Eliminate call transfers when possible.
15. Always recommend the hotels food and beverage outlets prior to outside facilities.
16. Uniforms are to be immaculate. Wear proper footwear and your correct nametag.
17. Ensure all employees know their roles during emergency situations and are aware of
procedures.
18. Notify your supervisor immediately of hazards, injuries or assistance needs you have.
19. Practice energy conservation and proper maintenance of hotel property.
20. Protecting the assets of a Ritz-Carlton Hotel is the responsibility of every employee.