How Ritz Carlton’s 12 Service Values create client loyalty

Yesterday we looked at several elements of The Ritz Carlton Gold Standards.  

Today we turn to the final element: the firm’s “Service Values: I Am Proud To Be Ritz-Carlton.”

Each of the hotel’s 12 Service Values fall into one of three buckets. Together these areas make a diamond, what they call the “Sixth Diamond.”

The lower level of the diamond is Functional. The focus is on the basic requirements to prevent defects and dissatisfaction.

-I am proud of my professional appearance, language and behavior.

-I protect the privacy and security of our guests, my fellow employees and the company’s confidential information and assets.

-I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment.

The middle level is specific to Emotional Engagement of the Ritz Carlton Ladies and Gentlemen:

-I understand my role in achieving the Key Success Factors, embracing Community Footprints and creating The Ritz-Carlton Mystique.

-I continuously seek opportunities to innovate and improve the Ritz-Carlton experience.

-I own and immediately resolve guest problems.

-I create a work environment of teamwork and lateral service so that the needs of our guests and each other are met.

-I have the opportunity to continuously learn and grow.

-I am involved in the planning of the work that affects me.

The top level is about the Ritz-Carlton Mystique.  These service values are around the creation of the aura and reputation:

-I build strong relationships and create Ritz-Carlton guests for life.

-I am always responsive to the expressed and unexpressed wishes and needs of our guests.

-I am empowered to create unique, memorable and personal experiences for our guests.

Successful culture at Ritz-Carlton weaves the firm’s values and beliefs into the actions and behaviors of team members at every level of the organization.  The Ritz-Carlton culture creates loyal clients who will return to the hotel again and again.

More tomorrow.

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Reflection:  Are there learnings or best practices from Ritz-Carlton’s Service Values which I can apply in my organization?

Action:  Lead a discussion on the Ritz-Carlton Service Values with my team or with a colleague.

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