The Ritz-Carlton Basics
The Ritz-Carlton Basics
The credo will be known, owned and energized by all employees.
We are ladies and gentlemen serving ladies and gentlemen.
The three steps of service shall be practiced by all employees.
Smile. We are on stage. Always maintain positive eye contact.
Use the proper vocabulary with guests. Eliminate hello, hi, okay, and folks.
Uncompromising levels of cleanliness are the responsibility of every employee.
Create a positive work environment. Practice teamwork and lateral service.
Be an ambassador of the hotel inside and outside of the workplace. Always talk positively, no negative comments.
Any employee who receives a complaint owns the complaint. (Resolve it).
Instant guest pacification will be insured by all. Respond to guest wishes within 10 minutes of the request. Follow-up with a phone call within 20 minutes of the request to ensure their satisfaction.
Use guest incident action forms to communicate guest problems to fellow employees and managers. This will help ensure that our guests are never forgotten.
Escort guests rather than pointing out directions to another area of the hotel.
Be knowledgeable of hotel information to answer guest inquiries
Use proper telephone etiquette. Answer within two rings and with a smile. Ask permission to put a caller on hold. Do not screen calls. Eliminate call transfers whenever possible.
Recommend the hotel's food and beverage outlets prior to outside facilities.
Uniforms are to be immaculate. Wear proper footwear clean and polished and your correct nametag.
Ensure all employees know their roles during emergency situations and are aware of procedures. Practice fire and safety procedures monthly.
Notify your supervisor immediately of hazards, injuries, equipment or assistance needs you have.
Practice energy conservation and proper maintenance and repair of hotel property and equipment.
Protecting the assets of the Ritz Carlton Hotel is the responsibility of all employees.
投稿者 世界の経営理念・クレド・名言 :2007年05月02日