The World-Class Ritz-Carlton
The Gold Standard of hospitality
The Ritz-Carlton
Xunzhou Luo
Eastern New Mexico University
The World-Class Ritz-Carlton 2
Abstract
The Ritz-Carlton Hotel is one of the most luxury hotel in the world, they support the best
world-class service by their ladies and gentlemen, which is even studied by companies from
other industry. They are the only company empower the front employees as much as they could.
They used those gold standard to educate not only all the employees but also everyone interested
in The Ritz-Carlton Hotel include their customers to support an amazing service. They are the
miracle in hospitality industry.
The World-Class Ritz-Carlton 3
The Gold Standard of hospitality
The Ritz-Carlton
The Ritz-Carlton Hotel Company, L.L.C. is the parent company to the luxury hotel chain,
The Ritz-Carlton Hotels. Ritz-Carlton operates 87 luxury hotels and resorts in major cities and
resorts in 29 countries and territories. The current company was founded in 1983, when the
previous owners sold the brand name to create The Ritz-Carlton Hotel Company, L.L.C., based
in Boston Massachusetts, which expanded the brand to other locations.
The Culture of Ritz-Carlton and How do they be the world-class
When people talk about the Ritz-Carlton, the first thing come in mind is that it is a luxury
hotel. Fancy, luxury, upscale, rich, amazing good service, those words are all mentioned. And
when I’m thinking about the service culture, the first thing come to my mind probably is that
“We are ladies and gentlemen serving ladies and gentlemen.” That is the motto of Ritz-Carlton
which is known by everyone. As we all know, the Ritz-Carlton is one of the best luxury hotel in
the world, so basically the target customers of Ritz-Carlton are mostly wealthy people. The Ritz-
Carlton maintain supporting the best service, and do whatever their customers want or need to
satisfy the customers. That created the best world class service. Other companies, even some
from other industries, treat the Ritz-Carlton as the highest standard. When you are viewing the
website of the Ritz-Carlton, you can see that they are the gold standard. And there is a specific
rule called Gold Standards in the Ritz-Carlton. Their Gold Standard are the foundation of the
Ritz-Carlton Hotel Company, L.L.C. The Gold Standards encompass the values and philosophy
by which the Ritz-Carlton operate and include: The Credo, Motto, Three Steps of Service,
Service Values, The 6th Diamond, The Employee Promise.
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The Credo: The Ritz-Carlton Hotel is a place where the genuine care and comfort of their guests
