BEST PRACTICES 19

RITZ-CARLTON

CUSTOMER EXPERIENCE

Motto:

We Are Ladies and Gentlemen Serving Ladies and Gentlemen.

Three Steps of Service:

  1.  A warm and sincere greeting. Use the guest name whenever possible.
  2.  Anticipation and meet of guest needs.
  3. Fond farewell. Give them a warm good-bye and use their names, whenever possible.

20 Basics

7. To create pride and joy in the workplace. All employees have the right to be involved in the planning of the work that affects them

10. Each employee is empowered. When a guest has a problem or needs something special you should break away from your regular
duties, address and resolve the issue.

13. Never lose a guest. Instant guest pacification is the responsibility
of each employee. Whoever receives a complaint owns it. Resolve it to the guest’s satisfaction and record it.

16. Escort guests rather than pointing out directions to another area of the Hotel.

RITZ-CARLTON | Marco Casanova