New Gold Standard Quiz

Origins of the Ritz Carlton Brand?

It was founded in 1983 but established by Swiss Cesar Ritz in 1898 in Paris. The early 20th century, it expanded to the U.S and then in the 20-21st century it expanded globally.

Daily procedures of the employees: What happens?

Morning line up, personalized guest service, continuous training, embodying “ladies and gentlemen serving ladies and gentlemen“.

Daily procedures of the employees: Culture

They have developed a unique and well defined culture that shapes the behavior and mindset of its employees. A key element that defines their culture is “the gold standards“.

3 steps of Service:

1. A warm welcome
2. Addressing guests by name and anticipating and fulfilling their needs
3. A fond farewell

How do they empower there employee’s?

The Ritz-Carlton encourages an environment of open communication. Employees are encouraged to share ideas, concerns, and suggestions. The company encourages employees to view mistakes as opportunities for growth and improvement. Employees are empowered to anticipate and fulfill guest needs.

3 Guiding Principles of the Ritz Carlton?

1. Credo
2. Three steps of service
3. The motto

Specific Anecdotes of the Ritz Carlton

During Hurricane Katrina, employees of the company in New Orleans pushed laundry carts with luggages and guests through flooded streets to get them to safe locations.

What sets them apart from other hotels?

They have luxurious accommodations, provide personalized guest experience, and pay attention to every detail.