Every business that serves people can benefit from regular and ongoing assessment of its service philosophy, policies, and practices.
The goal should be a total quality service system and few are more well considered than that of the Ritz Carlton Hotel organization. Following is a glimpse of how seriously that company takes guest service. Such service basics could be adapted to any organization, including golf clubs.
"At The Ritz-Carlton 'We are ladies and gentlemen serving ladies and gentlemen.'
This motto exemplifies the anticipatory service provided.
20 service basics
- The Credo is the principal belief of our Company. It must be known, owned and energized by all.
- Our Motto is "We are Ladies and Gentlemen serving Ladies and Gentlemen." As service professionals, we treat our guests and each other with respect and dignity.
- The Three Steps of Service are the foundation of Ritz-Carlton hospitality. These steps must be used in every interaction to ensure satisfaction, retention and loyalty.
- The Employee Promise is the basis for our Ritz-Carlton work environment. It will be honored by all employees.
- All employees will successfully complete annual Training Certification for their position.
- Company objectives are communicated to all employees. It is everyone's responsibility to support them.
- 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.
- Each employee will continuously identify defects in the Hotel.
- It is the responsibility of each employee to create a work environment of teamwork and lateral service so that the needs of our guests and each other are met.
- Each employee is empowered. For example, when a guest has a problem or needs something special you should break away from your regular duties, address and resolve the issue.
- Uncompromising levels of cleanliness are the responsibility of every employee.
- To provide the finest personal service for our guests, each employee is responsible for identifying and recording individual guest preferences.
- Never lose a guest. Instant guest pacification is the responsibility of each employee. Whoever receives a complaint will own it, resolve it to the guest's satisfaction and record it.
- "Smile - we are on stage." Always maintain positive eye contact. Use the proper vocabulary with our guests. (Use words like - "Good Morning," "Certainly," "I'll be happy to," and "My pleasure.")
- Be an ambassador of your hotel in and outside of the work place. Always talk positively. Communicate any concerns to the appropriate person.
- Escort guests rather than pointing out directions to another area of the hotel.
- Use Ritz-Carlton telephone etiquette. Answer within three rings and with a "smile." Use the guest's name when possible. When necessary, ask the caller "May I place you on hold?" Do not screen calls. Eliminate call transfers whenever possible. Adhere to voice mail standards.
- Take pride in and care of your personal appearance. Everyone is responsible for conveying a professional image by adhering to Ritz-Carlton clothing and grooming standards.
- Think safety first. Each employee is responsible for creating a safe, secure and accident free environment for all guests and each other. Be aware of all fire and safety emergency procedures and report security risks immediately.
- Protecting the assets of a Ritz-Carlton Hotel is the responsibility of every employee. Conserve energy, properly maintain our hotels and protect the environment.