The Ritz-Carlton Hotel Company defines luxury. Few organizations are as synonymous with exceptional service and experience leadership as this Marriott International subsidiary. With 87 hotels in 29 countries (and growing), The Ritz-Carlton leads the hotel industry with an unparalleled service standard.
In the enduring battle for guest loyalty, The Ritz-Carlton reminds us that experiential moments drive business in the modern hotel industry. From the frontline housekeeper providing an evening's turndown service to the C-suite executives discussing recent "Wow Stories," The Ritz-Carlton has struck gold in translating its cultural service cues (company-specific service interaction guidelines, as models for excellence) into its distinct and well-admired "Gold Standards."
Owned and memorized by each Lady and Gentlemen (employees of The Ritz-Carlton), these core values are so essential to the company's service system that they are actually required elements of the uniform, in the shape of a pocket-sized "Credo card" carried by each member of the staff around the world. While Gallup surveys and numerous other metrics are employed by the company to facilitate an organization recognized twice with the U.S. Department of Commerce's Malcolm Baldrige National Quality Awards (1992 and 1999), the company can attribute much of its success to the consistency of excellence generated through the steadfast compliance with its core values.
Specifically, these Gold Standards consist of six key elements: