Wednesday, 5 December 2007

Ritz Carlton Service Experience - part two

As you read this I should be in Athens - in my recent research I re-visited the great Ritz Carlton website and this page on the Credo, Motto, Steps of Service, etc. These give us the underlying values and principles of the Ritz Carlton success story.

My previous posting looks at the Credo, Motto, Steps of Service, Service Values. This one considers what is known as The Sixth Diamond and the Employee Promise. (All rights etc belong to Ritz Carlton)

The 6th Diamond
- Mystique
- Emotional Engagement
- Functional

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 Carlton website
Previous posting on Ritz Carlton
Exceeding Customer Expectations - A Seven Point Plan - Are customers really in charge when it comes to dealing with organisations. Here is a seven-point plan to make sure the customer is 'king' (Customer Management, July/August 2006).
Customer Is King - the book


Unknown said...

Further discussion on Ritz carlton can be found at

George said...

This continues nicely from the first blog posting. Cheers