Mission Statement for The Ritz

Carlton

Name: Francisco José Fernández Martínez (Erasmus Student)

Professor: Ewa Kossakowska
Course: Hotel Properties Management
The Ritz-Carlton hotel chain is synonymous with luxury and first class service
in all the cities where it is present. They have the same philosophy, and the
same vision and mission, so we don't need to specify any particular hotel. It is
part of the group of brands under the portfolio of Marriott International, the
largest hotel conglomerate in the world. It has hotels in North America,
Central America, South America, Asia, Europe and Africa. The following are
the gold standards, which are used by each and every one of the members of
the chain.

The gold standards are the foundation of The Ritz-Carlton Hotel Company,
L.L.C. These standards encompass the values and philosophy under which it
operates, and include:

 The Creed
 The slogan
 The three steps of the service
 Service values
 The sixth diamond
 The Employee's Promise

THE CREED

The Ritz-Carlton Hotel is a place where the genuine care and comfort of our
guests is our ultimate mission.
We are committed to providing the best personalized service and first class
facilities to our guests, who will always enjoy a warm, relaxed, but refined
atmosphere.
The Ritz-Carlton experience enlivens the senses, instills well-being and meets
even the inexpressive desires and needs of our guests.

THE SLOGAN

At the Ritz-Carlton Hotel Company, L.L.C, "we are ladies and gentlemen
serving ladies and gentlemen". This motto exemplifies the service of
anticipation of needs and requirements provided by all staff members.

THE THREE STEPS OF SERVICE

1. A warm and sincere welcome

2.Use the guest's name. Anticipating and meeting each of the guest's needs.
3. Warmly saying goodbye and using the guest's name.

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 COMMANDMENTS: I AM PROUD TO BE A RITZ-CARLTON

1. I build strong relationships and create lifelong Ritz-Carlton guests.

2. I am always attentive to the expressed and unexpressed wishes and needs
of our guests.
3. I am able to create unique, memorable and personal experiences for our
guests.
4. I understand my role in achieving the Key Success Factors by adopting
"Community Footprints" and creating The Ritz-Carlton Mystique.
5. I continually seek opportunities to innovate and improve the Ritz-Carlton
experience.
6. I understand and immediately resolve guest issues.
7. I create an atmosphere of teamwork and side service, so that the needs of
our guests and other staff members are met.
8. I have the opportunity to learn and grow continuously.
9. I am involved in planning the work that affects me.
10. I am proud of my professional appearance, language and behavior.
11. I protect the privacy and safety of our guests, my colleagues and the
company's confidential information and assets.
12. I am responsible for uncompromising standards of cleanliness and for
creating a safe and accident-free environment.

THE SIXTH DIAMOND:

 Mystique
 Emotional engagement
 Functional

EMPLOYEE COMMITMENT:

At Ritz-Carlton, our ladies and gentlemen are our most important resource in
our commitment to service to our guests.

By applying the principles of trust, honesty, respect, integrity and commitment,

we cultivate and maximize talent for the benefit of every member of the
company and the business.

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.

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