Living up to your Values

Bachir El-Koussa
Aneez Kulangara
Aslan Tussupzhanov
Albert Chibukhchyan

Table of Contents:

Ritz-Carltons History.

Ritz-Carltons Vision and Mission.

The Golden Standards.

Ritz-Carltons Values...

Human Support Systems.....

Employee Empowerment

12

The Profession of Service

13

Creating Memorable Experiences..

14

Profit Leadership.

15

References.

16

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Ritz-Carlton was founded by Cesar Ritz in 1898. In time, the Ritz-Carlton became one of the most
famous hotel brands around the world and now it is a part of the Marriott International Group.

1898

1900

Founded by
Cesar Ritz

Albert Keller established the The only operating

Ritz-Carlton in the US and hotel was The Ritzfranchised the name.
Carlton, Boston.

1940

1983

1997

2015

The rights for RC North

America was bought by
Johnson Company.

Marriott
International
purchased the
Ritz-Carlton.

The Ritz-Carlton
now operates a 104
hotels in 36
countries.

Ritz-CarltonsRitz-Carltons
History
Vision and Mission
The Golden Standards
Ritz-Carltons Human
Values Support Systems
Employee Empowerment
The Profession
Creating
of Service
Memorable ExperiencesProfit Leadership

References

-3-

Ritz-Carltons vision is clear and inspirational. The mission statement, however, is vague as it
does not identify the stakeholders and what the organization provides them with.

Vision
The Ritz-Carlton inspires lifes most
meaningful journeys.

Mission
Provide genuine care and exceptional products
and services resulting in profit leadership.

Clear and Easy to understand.

Defines Stakeholders.

Inspirational.

Specific and short.

Provides Common Direction.

Value to citizens is given.

Defines Success.

Clear Organization purpose.

Ritz-Carltons History
Ritz-Carltons Vision and Mission
The Golden Standards
Ritz-Carltons Human
Values Support Systems
Employee Empowerment
The Profession
Creating
of Service
Memorable ExperiencesProfit Leadership

References

-4-

Ritz-Carltons values are defined in their Gold Standards, which consists of: the three steps of
service, the motto, the credo, the employee promise, and the 12 service values.
Three Steps
Of Service
1
A warm and sincere greeting.
Use the guest name, if and
when possible.
2
Anticipation and compliance
with guest needs.
3
Fond Farewell. Give them a
warm good-bye and use their
names, if and when possible.

Ritz-Carltons History
Ritz-Carltons Vision andThe
Mission
Golden Standards

Ritz-Carltons Human
Values Support Systems
Employee Empowerment
The Profession
Creating
of Service
Memorable ExperiencesProfit Leadership

References

-5-

The employee promise has the core values of the organization which include, trust, honesty,
respect, integrity, and commitment.
The employee
promise
At The Ritz-Carlton, our
Ladies and Gentlemen are the
Most important resource in our
service commitment to our guests.
By applying the principles of
Trust, honesty, respect, integrity
and commitment, we nurture and
maximize talent to the benefit of
each individual and the company.
The Ritz-Carlton fosters a work
Environment where diversity is
valued, quality of life is enhanced,
individual aspirations are fulfilled,
and The Ritz-Carlton Mystique is
strengthened.

Ritz-Carltons History
Ritz-Carltons Vision
The Golden
and Mission
Standards

Service values
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 RitzCarlton 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.

Ritz-Carltons Values Human Support Systems

Employee Empowerment
The Profession
Creating
of Service
Memorable ExperiencesProfit Leadership

References

-6-

The values are embodied in Ritz-Carltons Human Support Systems in the form of daily line ups,
employee empowerment, training, journey maps, hiring and rewards management.

Line up

Journey map

Hiring

Training

Every morning in every RC calls it Sociotechnical New joiners undergo a Ritz values are modeled,
functional area or at system and it is how the quality selection process monitored and instilled,
Mr. Schulze himself
every shift change, employees interact with the
based on traits,
trains new employees.
employees gather to system and how they make characteristics and
reinforce values, and the customer feel rather than
behavioral
recollect examples of just process monitoring.
profiles.
when they were shown.There are approximately 200
project teams working to
solve problems and find ways
Values 8 and 9
that will make us serve
customers better.

Ritz-Carltons History
Ritz-Carltons Vision
The Golden
and Mission
Standards
Ritz-Carltons Values Human Support SystemsEmployee Empowerment
The Profession
Creating
of Service
Memorable ExperiencesProfit Leadership

Rewards

Top performers were

sent abroad to help with
staff training (a reward
which acknowledges
your seniority). Other
rewards include: dinners,
gift certificates, and trips
to any hotel in the US.

References

-7-

The values are embodied in Ritz-Carltons Human Support Systems in the form of daily line ups,
employee empowerment, training, journey maps, hiring and rewards management.

Line up

Journey map

Hiring

Training

Every morning in every RC calls it Sociotechnical New joiners undergo a Ritz values are modeled,
functional area or at system and it is how the quality selection process monitored and instilled,
Mr. Schulze himself
every shift change, employees interact with the
based on traits,
trains new employees.
employees gather to system and how they make characteristics and
reinforce values, and the customer feel rather than
behavioral
recollect examples of just process monitoring.
profiles.
when they were shown.There are approximately 200
project teams working to
solve problems and find ways
that will make us serve
customers better.

Rewards

Top performers were

sent abroad to help with
staff training (a reward
which acknowledges
your seniority). Other
rewards include: dinners,
gift certificates, and trips
to any hotel in the US.

Values 5,6 and 7

Ritz-Carltons History
Ritz-Carltons Vision
The Golden
and Mission
Standards
Ritz-Carltons Values Human Support SystemsEmployee Empowerment
The Profession
Creating
of Service
Memorable ExperiencesProfit Leadership

References

-8-

The values are embodied in Ritz-Carltons Human Support Systems in the form of daily line ups,
employee empowerment, training, journey maps, hiring and rewards management.

Line up

Journey map

Hiring

Training

Every morning in every RC calls it Sociotechnical New joiners undergo a Ritz values are modeled,
functional area or at system and it is how the quality selection process monitored and instilled,
Mr. Schulze himself
every shift change, employees interact with the
based on traits,
trains new employees.
employees gather to system and how they make characteristics and
reinforce values, and the customer feel rather than
behavioral
recollect examples of just process monitoring.
profiles.
when they were shown.There are approximately 200
project teams working to
Values 10,11 and 12
solve problems and find ways
that will make us serve
customers better.

Ritz-Carltons History
Ritz-Carltons Vision
The Golden
and Mission
Standards
Ritz-Carltons Values Human Support SystemsEmployee Empowerment
The Profession
Creating
of Service
Memorable ExperiencesProfit Leadership

Rewards

Top performers were

sent abroad to help with
staff training (a reward
which acknowledges
your seniority). Other
rewards include: dinners,
gift certificates, and trips
to any hotel in the US.

References

-9-

The values are embodied in Ritz-Carltons Human Support Systems in the form of daily line ups,
employee empowerment, training, journey maps, hiring and rewards management.

Line up

Journey map

Hiring

Training

Every morning in every RC calls it Sociotechnical New joiners undergo a Ritz values are modeled,
functional area or at system and it is how the quality selection process monitored and instilled,
Mr. Schulze himself
every shift change, employees interact with the
based on traits,
trains new employees.
employees gather to system and how they make characteristics and
reinforce values, and the customer feel rather than
behavioral
recollect examples of just process monitoring.
profiles.
Value 4
when they were shown.There are approximately 200
project teams working to
solve problems and find ways
that will make us serve
customers better.

Ritz-Carltons History
Ritz-Carltons Vision
The Golden
and Mission
Standards
Ritz-Carltons Values Human Support SystemsEmployee Empowerment
The Profession
Creating
of Service
Memorable ExperiencesProfit Leadership

Rewards

Top performers were

sent abroad to help with
staff training (a reward
which acknowledges
your seniority). Other
rewards include: dinners,
gift certificates, and trips
to any hotel in the US.

References

- 10 -

The values are embodied in Ritz-Carltons Human Support Systems in the form of daily line ups,
employee empowerment, training, journey maps, hiring and rewards management.

Line up

Journey map

Hiring

Training

Every morning in every RC calls it Sociotechnical New joiners undergo a Ritz values are modeled,
functional area or at system and it is how the quality selection process monitored and instilled,
Mr. Schulze himself
every shift change, employees interact with the
based on traits,
trains new employees.
employees gather to system and how they make characteristics and
reinforce values, and the customer feel rather than
behavioral
recollect examples of just process monitoring.
profiles.
when they were shown.There are approximately 200
project teams working to
solve problems and find ways
that will make us serve
customers better.

Ritz-Carltons History
Ritz-Carltons Vision
The Golden
and Mission
Standards
Ritz-Carltons Values Human Support SystemsEmployee Empowerment
The Profession
Creating
of Service
Memorable ExperiencesProfit Leadership

Rewards

Top performers were

sent abroad to help with
staff training (a reward
which acknowledges
your seniority). Other
rewards include: dinners,
gift certificates, and trips
to any hotel in the US.

Values 8 and 9

References

- 11 -

An important role of Ritz-Carltons Human Support System is also to empower their employees to
create unique, memorable and personal experiences for their guests.
The motto: We are ladies and gentlemen serving ladies and
gentlemen.
Freedom to spend up to $2,000 per guest per stay without the need
for approvals.
New hotels do not start with 100% occupancy until all employees
are up to speed.
Employees concerns and recommendations are gathered, logged and
acted upon in systematic manner.

Employees are
empowered to create
unique, memorable and
personal experiences
for their guests.
Values 1,2 and 3

Employees are encouraged to breakaway from routine to solve

customers problems. For prevention, problems are acknowledged in
24hrs, assigned in 48hrs, and resolved in 30 days (24-48-30 rule).

Ritz-Carltons History
Ritz-Carltons Vision
The Golden
and Mission
Standards
Ritz-Carltons Values
Human Support SystemsEmployee Empowerment
The Profession
Creating
of Service
Memorable ExperiencesProfit Leadership

References

- 12 -

As Ritz-Carlton puts it, they are not in the hotel business. They do not just sell rooms or food.
They are in a service business and they charge for that service. Service is their profession.

A few examples of their services:

Personalized pillows for

customers with their initials on it.

Technology Butlers Comprised of

staff technicians to assist guests
with computing problems and
other technological difficulties.

Discount coupons presented on

silver trays, serenaded with piano
concertos.

Ritz-Carltons History
Ritz-Carltons Vision
The Golden
and Mission
Standards
Ritz-Carltons Values
Human Support Systems
Employee Empowerment
The Profession of
Creating
ServiceMemorable ExperiencesProfit Leadership

References

- 13 -

In Ritz-Carltons commitment to achieving quality service, there are a lot of examples of their
commitment to excellence, customer satisfaction, and creating memorable experiences.

Some examples where memorable experiences are created:

Wooden walkway to the beach for

a customer who was in a wheel
chair. Tent was setup in the beach
for the couple.

The chef cleaned and cut the

whole fish for the customer who
asked only for ice to put in the ice
box.

Photos of toy enjoying services at

Rtitz Carlton was sent to the kid
who forgot his favorite toy in the
hotel on his last stay.

Ritz-Carltons History
Ritz-Carltons Vision
The Golden
and Mission
Standards
Ritz-Carltons Values
Human Support Systems
Employee Empowerment
The Profession of Service
Creating Memorable ExperiencesProfit Leadership

References

- 14 -

The Ritz-Carlton has indeed achieved profit leadership by focusing on genuine care and
exceptional service through their Gold Standards.

Rank Group

Hotel

2012 RevPAR 2013 RevPAR Avg. RevPAR

1 Starwood Hotels & Resorts St. Regis & The Luxury Collection

221.92

248.91

235.42

2 Marriott, NA

Ritz-Carlton

212.34

230.82

221.58

3 Starwood Hotels & Resorts Le Mridien

198.16

213.73

205.95

4 Starwood Hotels & Resorts W

196.77

208.00

202.39

5 Marriott, NA

Autograph Collection

145.96

158.87

152.42

6 InterContinental, NA

InterContinental

127.73

138.59

133.16

7 Starwood Hotels & Resorts Westin

124.11

130.50

127.31

8 Marriott, NA

Marriott

111.11

117.20

114.16

9 Marriott, NA

Renaissance

104.89

109.30

107.10

96.59

101.20

98.90

10 Starwood Hotels & Resorts Sheraton

*RevPAR = Revenue Per Available Room

The Ritz-Carlton is 2nd

in terms of RevPAR;
which is an indication
of profit leadership

Without the Ritz-Carlton the Average RevPAR for Marriott - North America, would drop from 109$ to 95$

Ritz-Carltons History
Ritz-Carltons Vision
The Golden
and Mission
Standards
Ritz-Carltons Values
Human Support Systems
Employee Empowerment
The Profession ofCreating
Service Memorable Experiences
Profit Leadership

References

- 15 -

References:
Reiss, Robert. "How Ritz-Carlton Stays At The Top." Forbes (2009). 19 March 2015.
http://www.forbes.com/2009/10/30/simon-cooper-ritz-leadership-ceonetwork-hotels.html
The Ritz-Carlton Hotel. www.ritzcarlton.com. 20 March 2015. 20 March 2015.
http://www.ritzcarlton.com/en/Corporate/GoldStandards/Default.html
Clough, R. (2014, March). MARRIOTT BRANDS PERFORMANCE UPDATE. Retrieved April 3, 2015, from
http://www.boutique-hospitality.com/blog/wp-content/uploads/2014/04/HVS-In-Focus-Marriott-BrandsPerformance-Update.pdf
Hilton: RevPAR 2014 | Statistic. (2015, January 1). Retrieved April 2, 2015, from
http://www.statista.com/statistics/297769/revenue-per-available-room-in-hilton-worldwide-hotels/
Marriott: RevPAR by region 2014 | Statistic. (2015, January 1). Retrieved April 2, 2015, from
http://www.statista.com/statistics/271129/revpar-marriott-international-inc-hotels-worldwide/
Snyder, J. (2014, April). INTERCONTENENTAL HOTELS GROUP. Retrieved April 2, 2015, from
http://www.hvs.com/
Klein, N; Professor Sasser, E; Jones, T. (1999, March 5). The Ritz-Carlton: Using Information System to Better
Serve the Customer. Harvard Business Review Article. Retrieved March 20, 2015, from https://hbr.org/
Sucher, S; Mcmanus, S. (2005, September 30). The Ritz-Carlton Hotel Company. Harvard Business Review
Article. Retrieved March 20, 2015, from https://hbr.org/

Ritz-Carltons History
Ritz-Carltons Vision
The Golden
and Mission
Standards
Ritz-Carltons Values
Human Support Systems
Employee Empowerment
The Profession ofCreating
Service Memorable
Profit
Experiences
Leadership

References

- 16 -