What is The Ritz Carlton?

GOLD STANDARDS

o The Credoo Mottoo Three Steps of Serviceo Service Values o The 6th Diamondo The Employee Promise

MOTTO“We are Ladies and Gentlemen serving Ladies and Gentlemen.”

SERVICE VALUES

THE EMPLOYEE PROMISE

Ques. 1 : How does The Ritz-Carlton match up to competitive hotels? What are the key differences?

EMPLOYEE EMPOWERMENT

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Ques 2. Discuss the importance of wow stories in customer service for a luxury hotel like The Ritz-Carlton.

• The Gold Standards• Customer comes first• Employee Empowerment

and Training• Marketing Campaigns• The Wow Stories.

Prepared By Anchit Ahuja, during an internship under Prof Sameer Mathur, IIM Lucknow.