CREDO

The Ritz-Carlton Hotel is a place where the genuine care and comfort of our guests is our highest mission.

We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed yet refined ambience.

The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.


THREE STEPS OF SERVICE

A warm and sincere greeting. Use the guest name, if and when possible.

Anticipation and compliance with guest needs.

Fond farewell. Give them a warn good-bye and use their name, if and when possible.


THE EMPLOYEE PROMISE

At The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests.

By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the Company.

The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and The Ritz-Carlton mystique is strengthened.




"We are ladies and Gentlemen
Serving

Ladies and Gentlemen"





THE RITZ-CARLTON BASICS:

The Credo is the principle 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 The 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 (M.R. B.I.V.) throughout 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 form 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 o f 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 and each other. 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 workplace. Always speak 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 to convey 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 any 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.

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余世伟的这篇演讲稿还真得不错，应该仔细研读。

在一个星期四的下午，听着SHE的歌曲，心里空荡荡的，但也没有漂浮的感觉。我本来是不听他们的歌，因为看过一个访谈节目，觉得他们真的是嗲的一塔利糊涂，根本不是我能接受的style。今天隔壁的小高拿过来作为public music，就顺便听了一下。还挺好的，这也改变了我的观念，所以这也说明了万事不能只看表象和凭印象主义的道理。

早上给community team的intern讲了30分钟的讲座，题目是：how to be a good intern in microsoft.讲了一点，就是commitment,包括一定要self condident, self improvment, no draft, no excuse, be professional and time commitement, ready to help.感觉还是挺有成就感的，引用charles的话来说，叫做大家都用崇拜的眼光看着我。不过之所以感觉高兴时觉得自己还有一些思考的能力，而不是那样不堪的文字工作者。听说charles今天也讲了很多，可怜的charles估计也被憋坏了。没办法，谁让每个人都那么能讲呢？老大往上面一坐，剩余的人只能听了。

最近这一个星期好像心情特别不好，每天都不想回家吃饭，总觉得心里空荡荡的，不知道该向哪里游荡。于是只好在下班了以后，在岳阳楼和其它各种各样的餐馆游荡，说着一些大而无当的话，或互相关心一下婚姻和房产问题。我不知道我为什么这么空虚，或许是因为在无形中，早已没了工作中的成就感。老公也不高兴，于是就两个人一起无聊的游荡。老公今天不上班，在家休息，打了个电话慰问了一下，感觉挺开心的样子。这样真好，我现在有些后悔买了两套房子，否则会不会好一些呢？不知道现在自己是在熬成婆呢，还是在积累经验呢？