Thursday's Thoughts: The Ritz Carlton Service Values

Last week I attended the Realty Alliance: Managers Executive Programs in Atlanta Georgia.  There I had the pleasure of attending a meeting lead by Horst Schulze, past President and COO of Ritz-Carlton.  As I’m sure you know, Ritz-Carlton is known across the globe for their impeccable service and Schulze was the man who started it all.  Service was so important to him that when the first 30+ hotels opened, Schulze trained everyone from the dishwasher to each and every house keeper.  He instilled the following 12 Service Values in each of them which are still guidelines to today’s Ritz-Carlton employees. Service Values

I am proud to be Ritz-Carlton

  1. I build strong relationships and create Ritz-Carlton guests for life.
  2. I am always responsive to the expressed and unexpressed wishes and needs of our guests.
  3. I am empowered to create unique, memorable and personal experiences for our guests.
  4. I understand my role in achieving the Key Success Factors, embracing Community Footprints and creating The Ritz-Carlton Mystique.
  5. I continuously seek opportunities to innovate and improve The Ritz-Carlton experience.
  6. I own and immediately resolve guest problems.
  7. I create a work environment of teamwork and lateral service so that the needs of our guests and each other are met.
  8. I have the opportunity to continuously learn and grow.
  9. I am involved in the planning of the work that affects me.
  10. I am proud of my professional appearance, language, and behavior.
  11. I protect the privacy and security of our guests, my fellow employees and the company’s confidential information and assets.
  12. I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment.

Much of the Ritz-Carlton’s success has come from these service values and the consistency of instilling them into each and every employee.  Keep these in mind as you go about your everyday business. They can certainly be applied to your interactions with customers, other agents, and vendors.