The Three Steps Of Service

1498 WordsApr 8, 20156 Pages
• The Credo • Motto • The Three Steps of service • Service Values • The Employee Promise These Gold Standards are printed on a card carried by all employees to insure flawless service to their guests. The Credo: The Ritz-Carlton is a place where the genuine care and comfort of our guests is our highest mission. They are proud to say that they provide the finest personal service and facilities for their guests who will always enjoy a warm, relaxed, yet refined ambience. The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests. They try to continue with the philosophy “the guest is always right”. The Motto: “We are ladies and gentlemen serving ladies and…show more content…
The concept is to do something, to create an absolutely wonderful stay for a guest. A guest that could be staying in their cheapest room or the guest that is staying on the presidential suite. Like it said, creates loyalty between company and employee and then employee creates loyalty with the guest that was taken care. 3. Fond farewell - Give a warm good-bye and use the guest 's name- “People create memories not things. The real value comes from ladies and gentlemen who brings the hotel to life”. To create loyal customers one must have a keen understanding of the customers and fulfilling their desires. The check out process is not a good-bye is a see you soon, they focus on creating outstanding good byes to create the loyalty of the customers creating a high rate of return from guest. Service Values: I’m proud to be Ritz-Carlton, being an Ambassador of their Hotel really believing that their location is his or her home. They are taught to believe that as a hotel they are a “family” and each guest is a guest visiting their home. Every day before their shift start they have a meeting know as the “lineup”, they talk about a “wow story”, talking about the great things that their ladies and gentlemen have done. This short meting is a great opportunity of training were they communicate the department message, news about any out coming things to do, it help employees to be on top of their game. As a “family” they are able to provide the
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