2012 左永安顧問 安永經營管理商學院 EMBA 左記歐洲美國台灣百年商行共通核心職能 TTQS 哈佛個案討論 SUCCEED THROUGH SERVICE You can't be a legend without a great story The Ritz-Carlton Hotel Company

2012 左永安顧問 安永經營管理商學院 EMBA 共通核心職能 TTQS 哈佛個案討論 The Ritz-Carlton Hotel Company

SUCCEED THROUGH SERVICE

Our Succeed through Service program, in partnership with America’s Promise Alliance, is focused on helping children better prepare for college, work and life. At Ritz-Carlton properties across the U.S. and around the world, our employees are mentoring young students in necessary life skills and engaging them in service-learning and career exploration.

Our employees are inspiring the children to embrace concepts, such as teamwork and environmental responsibility, and introducing them to necessary life-skills, such as social skills & etiquette. Partnered in service-learning projects to benefit the local community, together they are tackling challenging issues including hunger and homelessness, child literacy and environmental conservation.

“We thank you so much because you’re not only investing in kids, you are investing in the future of our country and the other countries where you are located – and you’re investing in the future of Ritz-Carlton.”

General Colin Powell
Founding Chairman, America’s Promise Alliance

You can't be a legend without a great story.

100 years of history. Countless rewards. 

With an unshakeable

credo and corporate philosophy of 

un-wavering commitment to service, 

both in our hotels and in our communities, 

The Ritz-Carlton has been recognized with 

numerous awards for being the gold standard of hospitality.

Gold Standards

Our Gold Standards are the foundation of The Ritz-Carlton Hotel Company, L.L.C. They encompass the values and philosophy by which we operate and include:     The Credo     The Motto     The Three Steps of Service Service Values     The 6th Diamond     The Employee Promise The 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. Motto At The Ritz-Carlton Hotel Company, L.L.C., "We are Ladies and Gentlemen serving Ladies and Gentlemen." This motto exemplifies the anticipatory service provided by all staff members. Three Steps Of Service A warm and sincere greeting. Use the guest's name. Anticipation and fulfillment of each guest's needs. Fond farewell. Give a warm good-bye and use the guest's name. Service Values: I Am Proud To Be Ritz-Carlton I build strong relationships and create Ritz-Carlton guests for life. I am always responsive to the expressed and unexpressed wishes and needs of our guests. I am empowered to create unique, memorable and personal experiences for our guests. I understand my role in achieving the Key Success Factors, embracing Community Footprints and creating The Ritz-Carlton Mystique. I continuously seek opportunities to innovate and improve The Ritz-Carlton experience. I own and immediately resolve guest problems. I create a work environment of teamwork and lateral service so that the needs of our guests and each other are met. I have the opportunity to continuously learn and grow. I am involved in the planning of the work that affects me. I am proud of my professional appearance, language and behavior. I protect the privacy and security of our guests, my fellow employees and the company's confidential information and assets. I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment. The 6th Diamond Mystique Emotional Engagement Functional 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.

Take a moment to learn more about the latest news from The Ritz-Carlton by reading our latest press releases.

April 1, 2010: The Ritz-Carlton, Los Angeles Opens

March 1, 2010: The Ritz-Carlton Celebrates “Law Firm Appreciation”

February 17, 2010: The Ritz-Carlton Announces New Resort in Aruba

December 22, 2009: Opening of Phulay Bay, a Ritz-Carlton Reserve
December 18, 2009: The Ritz-Carlton, Dove Mountain Opens Today

"Talent Meet Respect": Working with The Ritz-Carlton is unlike any other employment experience you have ever had. Our employees, called Ladies and Gentlemen, each have a unique ability to provide legendary service to our guests, members and residents. Our culture is one of mutual respect. We treat each other the same way we treat our guests and provide an array of benefits to all of our ladies and gentlemen with a team that feels more like a family. Take a moment to meet our ladies and gentlemen and learn more about what makes our culture so special. You might be joining us for the first time or looking for the next step in your Ritz-Carlton career. Either way, discover a place where you are recognized for believing in yourself. 

At The Ritz-Carlton, we have a promise to our employees that echoes around the world. With locations in over 40 countries, the success stories are as unique as you are. Success might be growing and developing in one location or experiencing different cultures by working in multiple countries. Either way, we foster a work environment where your individual aspirations are fulfilled.
Read our Success Stories:
Roll your mouse over a country to see the values that make our ladies and gentlemen so successful. Click on each value and scroll down to see the story in English and the country's primary language.

Focus

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Gusmang, The Ritz-Carlton, Sanya

While waiting for an interview with The Ritz-Carlton, Gusmang heard the motto, “We are Ladies and Gentlemen serving Ladies and Gentlemen” on a video, and knew instantly this was the company for him. He always dreamt of working for a luxury hotel and this was his chance. His intense focus along with hard work and humility made his dream come true as he was first hired as a Lobby Attendant. Throughout his early career, Gusmang stayed focused on doing his absolute best and helping his ladies and gentlemen do their best. Many of his interns returned to The Ritz-Carlton to work with Gusmang simply because they loved working with him.
Gusmang’s talents resulted in an experience of a lifetime as he was promoted to Assistant Director of Housekeeping at The Ritz-Carlton, Grand Cayman. He focused on working with the many nationalities and differences on the team to help them see the importance of working together. Today, Gusmang is the Director of Housekeeping at The Ritz-Carlton, Sanya in China, and was instrumental in the successful opening of the hotel. He was so focused on doing a great job, prior to his arrival in Sanya, he learned the Chinese language to communicate with his employees more effectively and earn their respect. And that he did.
Confidence Meet Recognition. Meet The Ritz-Carlton.

Global

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Cihan, The Ritz-Carlton, Powerscourt

Can you imagine your career taking you from the Middle East to the United States and then to Ireland in just a few years? That’s the global career story of Cihan, Executive Sous Chef at The Ritz-Carlton, Powerscourt, County Wicklow. As a chef, Cihan always wanted to develop his skills on an international level and The Ritz-Carlton has given him the opportunity to do just that.
Cihan began his career with The Ritz-Carlton in Istanbul in 2001 as a Demi Chef de Partie in the fine dining restaurant. He progressed from there to the All Day Dining Restaurant, Cintemani as a Chef de Partie learning exceptional Turkish and Mediterranean culinary techniques. His global career journey then took him 6,000 miles around the world as he transferred to The Ritz-Carlton, Half Moon Bay as Sous Chef in the award-winning Navio Restaurant. There his culinary focus turned to Northern California coastal cuisine, particularly seafood. He was then promoted to Banquet Sous Chef for an even broader level of responsibility. Says Cihan, "Working in different countries is rewarding because adapting to different cultures and work environments pushes you out of your comfort zone and helps establish strong character both personally and professionally.”
In 2007, Cihan logged another 5,000 miles when he joined the pre-opening team at The Ritz-Carlton, Powerscourt as Banquet Chef soon after promoted to Executive Sous Chef. 11,000 career miles and three countries in eight years: a chef who's clearly empowered to go global.
Ambition Meet Empowerment. Meet The Ritz-Carlton.

Growth

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Ron, The Ritz-Carlton, St. Thomas

In 1982, Ron found himself at a hotel front desk. Twenty-six years, and over a dozen positions later, he finds himself enjoying the beauty of the Caribbean with his wife Pam, as General Manager of The Ritz-Carlton Club, St. Thomas. Looking back over a career of exceptional growth, Ron’s success comes from his experiences across all of our family of brands and businesses. From both Marriott and Ritz-Carlton hotels to The Ritz-Carlton corporate office and The Ritz-Carlton Destination Club, Ron has truly redefined his career through his experiences.
Early on, Ron took the opportunity to grow by moving from the front desk to supervisor roles in both Rooms and Food and Beverage. He continued to develop his abilities through manager roles at over seven different locations from New York to Florida testing his abilities with numerous challenges. This included working during the Summer Olympics in Atlanta, Georgia where Ron was named the Rooms Manager of the Year.
His success led to his promotion as Regional Director of Procurement, serving both Marriott and Ritz-Carlton locations. Soon after he was promoted to Vice President of Purchasing for Ritz-Carlton Hotel Company where he went on to open over 45 Ritz-Carlton Hotels and Clubs around the world. Ron then took the opportunity to redefine his career again and seize his ambition, returning to operations in a General Manager role. It’s just one more chapter in Ron’s extraordinary career growth.
Ambition Meet Empowerment. Meet The Ritz-Carlton.

Respect

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Mohamed, The Ritz-Carlton, Boston Common

A native of Sierra Leone in West Africa, Mohamed worked for a newspaper organization in his home country. But in 2001 a civil war forced Mohamed to leave his country for a safer place to live. Less than a year later he found both safety and respect at The Ritz-Carlton, Boston Common. Mohamed was selected to be a Houseman in the Housekeeping Department, and his talents surfaced immediately. While incredibly dedicated to his own responsibilities, he excelled in one of Ritz-Carlton’s core values: lateral service. He was always seen assisting other ladies and gentlemen across departments and he earned the respect of the entire hotel. Less than two years after he joined The Ritz-Carlton, Mohamed was named Five Star Employee of the Year.
With the respect and encouragement of his leaders, Mohamed applied for a Bellman position in the Guest Services department. His dedication to excellence, one of the reasons he was selected, is evident each and every day. In the middle of the lobby, he is a welcoming presence and has a smile on his face for everyone, especially as he presents small toys to our smallest guests. In 2008, Mohamed met a guest from his home country, Sierra Leone. This guest stayed at the hotel for many months, and was so happy to see Mohamed each day, as it made his stay incredibly comfortable. So it was no surprise when later that year, Mohamed was again presented with the Five Star Employee of the Year Award.
Talent Meet Respect. Meet The Ritz-Carlton.

Talent

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Ajith, The Ritz-Carlton, Dubai

When you have talent and ambition, you can do anything. That’s Ajith. Ask his managers where you will likely find Ajith on a workday and they will respond simply: “everywhere.” Whether building a new fence or renovating the Employee Dining Room, Ajith’s talents are an asset to every project he tackles. As the Maintenance Supervisor at The Ritz-Carlton, Dubai, Ajith spends his days solving problems and finding solutions. He may be putting up a two-story Ramadan tent, completing a renovation or refinishing furniture. Regardless, he sees every problem to be a challenge and he takes the initiative to find the best solution quickly.
Ajith started with The Ritz-Carlton, Dubai in March, 2000 and has grown from Painter to Senior Carpenter to Maintenance Supervisor. A true gentleman, Corinna, Dubai’s Human Resources Director praises his willingness to share his talents: “no request is too much for Ajith. He enjoys the challenge and is always willing to provide lateral service and teamwork without question.” It’s no wonder that his talents were commended for “Employee of the Year” at the Middle East Hotelier Awards.
Talent Meet Respect. Meet The Ritz-Carlton.

Trust

日本語でストーリーを読む

Ayako, The Ritz-Carlton, Osaka

When a company empowers its employees to create unique, memorable and personal experiences for guests, trust is essential. Ayako, the Assistant Rooms Manager at The Ritz-Carlton, Osaka has clearly earned the trust of her peers—nominated five times and selected three times as Five Star Employee of the Quarter.
When Ayako first joined The Ritz-Carlton as Housekeeping Coordinator, she did not have any hospitality experience. But with hard work and passion, she earned the trust of her team and was promoted to Supervisor. She soon became Assistant Manager of Housekeeping and took the opportunity to learn many front office responsibilities as well. She earned so much trust from her leaders that she became the first female Night Manager in The Ritz-Carlton, Osaka. She took the opportunity to transfer to The Ritz-Carlton, Battery Park for two years as a Housekeeping Director and brought her knowledge back to Japan as Assistant Rooms Manager working on the complete renovation of all guest rooms.
Known and trusted as a passionate trainer, every time a new hotel was opened in Asia, Ayako was specifically requested to help. She assisted with the opening of four Ritz-Carlton hotels in Asia: Shenzhen, Sanya, Shanghai and Tokyo. Earning the respect and trust of your peers worldwide is truly an accomplishment to be proud of.
Talent Meet Respect. Meet The Ritz-Carlton.

Development

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Sebastian, Sharq Village and Spa

Learning is all about the journey; a journey of experiences and opportunities to learn. Such is the story of Sebastian, an Assistant Manager at Sharq Village and Spa, a Ritz-Carlton hotel in Doha, Qatar. Sebastian’s career began several hundred miles away from Doha at The Ritz-Carlton, Dubai. Sebastian took a position as an In-Room Dining Server, and through The Ritz-Carlton’s lateral service opportunities and cross-training programs, gained experience in numerous departments. He became a bartender several months later, committed to learning everything he could. After three years of non-stop learning, Sebastian decided to leave The Ritz-Carlton.
But he wasn’t gone for long. “Coming back to The Ritz-Carlton was like coming back home,” says Sebastian. He returned to The Ritz-Carlton, Doha and was quickly promoted to Head Bartender developing his leadership skills by becoming the trainer for his department and designing promotions for the Habaños Cigar Bar. He was also eager to share his knowledge and to support others' growth by lending assistance during a Formula One Grand Prix Event, at The Ritz- Carlton, Bahrain and joining the pre-opening team at Sharq Village & Spa. Today, as an Assistant Manager, Sebastian knows he still has more to learn: “The journey continues,” he says with a smile.
Development Meet Leadership. Meet The Ritz-Carlton.

Engagement

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Jill, The Ritz-Carlton, Dallas

Exceptional service comes from exceptional engagement. And for Jill, at The Ritz-Carlton, Dallas, engagement is one of her many talents. Jill started with The Ritz-Carlton, Cleveland two weeks after graduating with a hospitality degree. She'd known that she wanted to work in the hotel industry since she was a teenager. In just 14 short months, Jill was promoted to Manager-on-Duty at The Ritz-Carlton, Philadelphia strengthening her ability to engage guests in any situation. She spent one Thanksgiving with a mother and daughter who were going through a particularly difficult time. From there, Jill was promoted to Housekeeping Manager, where she engaged over 60 ladies and gentlemen on her team. The team rolled out the Bath Butler concept and was featured in Philadelphia’s most prominent newspaper.
When The Ritz-Carlton, Dallas was opening, Jill jumped at the opportunity for pre-opening experience in Meetings and Special Events. Since then, as a Meeting and Special Events Manager, Jill has developed a special talent for engagement earning accolades from every group she works with. “Jill made us look like heroes,” said one guest. “[She] is truly a part of our team," said another. Engaging guests in such way—now that’s truly a special talent.
Talent Meet Respect. Meet The Ritz-Carlton

Enthusiasm

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Jenny, The Ritz-Carlton, Wolfsburg

Imagine having someone on your team that is both passionate and professional. The Ritz-Carlton, Wolfsburg has Jenny, a Catering and Conference Services Coordinator. Managing inquiries from hundreds of potential groups and guests requires exceptional enthusiasm. And Jenny has it. She started with The Ritz-Carlton, Wolfsburg in Germany in 2006 as a Server Agent. During the months that followed, she earned the respect of the team for her positive thinking and her great attitude. When an opportunity arose in Sales and Marketing in 2007, Jenny applied for the cross-training role and quickly became an important part of the team supporting key account Volkswagen.
Within months, her enthusiasm helped to strengthen relationships with some of the most valuable customers and she was promoted to a Catering and Conference Services Coordinator shortly thereafter. The Human Resources team received so many accolades for Jenny, that she was named Five-Star Employee of the quarter. Within her short time at the hotel, she has demonstrated that both enthusiasm and creativity can drive success.
Enthusiasm Meet Accomplishment. Meet The Ritz-Carlton.

Opportunity

Membaca ceritanya dalam bahasa Indonesia

Zulkarnaen, The Ritz-Carlton, Jakarta Pacific Place

The Ritz-Carlton Jakarta, Pacific Place is situated in the bustling capitol of Indonesia. Like many big cities in developing countries, Jakarta suffers from many challenges. A sharp rise in population has forced some disadvantaged children to give up school and spend time helping their families earn income to make ends meet. As part of strengthening the relationship with the community, the ladies and gentlemen of The Ritz-Carlton Jakarta, Pacific Place decided to create a program to help some of these children create an opportunity for a strong future.
Zulkarnaen, an In-Room Dining Supervisor, partnered with Laksmi, the Director of Human Resources, to begin a 6-month intensive training program for those with both the enthusiasm to learn and willingness to focus on the future. Five interns were selected from Jakarta to participate in the program creating a prospect for education these young ladies and gentlemen would otherwise never have had. For Eko, Angga, Wendy, Rahmat and Tuty, Jakarta’s interns, it was the opportunity of a lifetime.
Each was assigned a mentor from the hotel’s leadership team to provide weekly guidance and upon completion of the training period, those who had performed the best received the opportunity to work full-time. Eko, Angga, Wendy, Rahmat and Tuty were all so enthusiastic and passionate, they all received positions. Now they look forward to helping future interns seize the next opportunity.
Enthusiasm Meet Accomplishment. Meet The Ritz-Carlton.

Confidence

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Kevin, The Ritz-Carlton, Westchester

For some, confidence is the key to success. For Kevin, it’s been the key to his career. Kevin came to The Ritz-Carlton, Westchester, a suburb of New York City, after having worked in hospitality for several years. With his amiable personality and local area knowledge, Kevin’s confidence helped him to build an immediate bond with the guests and residents of The Ritz-Carlton, Westchester. As a Doorman, Kevin "owns" the entrance, sharing his pride in the property and building relationships through his uncanny, photographic memory. In fact, leaders at The Ritz-Carlton, Westchester have received numerous accolades from guests and residents about his level of service and genuine warmth.
His confidence shows in everything he does. His high personal standards are undeniable, from his shiny shoes to his always-polished, Doorman’s cap. He has even transformed his personal life to reflect The Ritz-Carlton values that he practices, teaching his daughters how to be confident and what it means to be a lady or gentleman. “The opportunity to form a memorable first impression for our property gives me the confidence to excel in my position. It is easy to exude confidence when I am proud of The Ritz-Carlton, Westchester and enjoy my career,” says Kevin. And that makes every day special for residents and guests.
Confidence Meet Recognition. Meet The Ritz-Carlton.

Service

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Anja, Penha Longa Hotel, Spa and Golf Resort

In Food and Beverage, it’s extremely important to be service oriented — from the service ethic required to manage a large banquet, the focus needed to deliver in-room dining at the peak dinner hours or the attention to detail essential to directing a large restaurant. Perhaps that’s why Anja has been so successful in her career. Now the Assistant Director of Food and Beverage at the Penha Longa Hotel, Spa and Golf Resort in Portugal, a Ritz-Carlton Hotel, Anja’s commitment to service has taken her around the world.
Recognized for her service, Anja was selected to assist with hotel openings in Miami, Florida, Ireland and Tenerife, Spain. She also spent several weeks in Asia crosstraining in other areas of the hotel. “It is very encouraging to [work with] someone who so clearly reflects Ritz-Carlton service values,” says Xavi, Anja’s manager and the Director of Food and Beverage in Penha Longa.
Anja’s many opportunities to develop her passion for service have strengthened her skills as a leader. She has received many letters of commendations from guests who appreciate her legendary service and leadership. And her fellow ladies and gentlemen believe in her service ethic too. Anja has been named a Five-Star Employee winner in both Barcelona and Penha Longa. Says Xavi, “she truly portrays The Ritz-Carlton philosophy.”
Development Meet Leadership. Meet The Ritz-Carlton.

Dedication

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Michael, The Ritz-Carlton, Palm Beach

With dedication comes success. And no one knows that better than Michael from The Ritz-Carlton, Palm Beach. In his 18 years at the property in southeastern Florida, Michael’s dedication has transformed his career, and his life. When Michael came to apply for a job in 1991, he spoke little English and had never worked in the hospitality field before. But he demonstrated his passion and dedication and was hired as an Employee Shuttle Driver. With the opportunities offered by The Ritz-Carlton, Michael was able to transfer to In-Room Dining as a Server Attendant promoted shortly thereafter to In-Room Dining Server.
But Michael didn’t stop there. While maintaining several jobs, Michael took English classes, dedicated to becoming a high-performing hospitality manager. And only a few years after he first came to apply at The Ritz-Carlton Palm Beach, Michael became the In-Room Dining Manager. His dedication to learning and growth only grew from there. He worked in all of the Food and Beverage outlets on property, managing several of them. Proud of his success, Michael could have stopped there. Instead, he was promoted to Meeting and Special Events Manager and then to Director of Meetings and Special Events winning numerous awards along the way. Michael arrived at The Ritz-Carlton, Palm Beach many years ago, seeking an opportunity. Through dedication, he accomplished much more.
Enthusiasm Meet Accomplishment. Meet The Ritz-Carlton.

Aspiration

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Luis, The Ritz-Carlton, Laguna Niguel

Growing up in Columbia, Luis dreamt of one day exploring the world. Although he only spoke very little English, after high school decided to travel to the United States and start a new life. He settled in Wisconsin working as a janitor in a ski resort. Soon Luis moved to join family members in Pennsylvania. When looking for a job, he came upon The Ritz-Carlton, Philadelphia. He was hired a Dishwasher, but had grand aspirations. He moved from stewarding, to In-Room Dining and a year later, was named Five Star Employee of the Year. Shortly thereafter another promotion followed as a Server Attendant position in the fine dining restaurant.
The self-proclaimed “King of Lateral Service” loved assisting his peers. And in five years from the moment he found The Ritz-Carlton, Luis was promoted to Food and Beverage Manager. His aspirations had come true. Five years before Luis could barely speak English, and now he was a manager. His career only blossomed from there, and now Luis is the Director of Restaurants for The Ritz-Carlton, Laguna Niguel.
“Working for this company is really about the people you encounter on a daily basis. It is the people that you inspire everyday to learn more, do more, and become more,” says Luis.
Confidence Meet Recognition. Meet The Ritz-Carlton.