What are the values of the Ritz?

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.



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The Ritz-Carlton's $2,000 Rule Is Great Customer Service One aspect of the Ritz's service that has received a lot of coverage is the fact that the Ritz empowers its employees to spend up to $2,000 to solve customer problems without asking for a manager.

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With a philosophy of we are ladies and gentlemen serving ladies and gentlemen, The Ritz-Carlton brand is synonymous with the very highest levels of service within hospitality.

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We call them our key success factors. The factors are: mystique, employee engagement, customer engagement, product service excellence, community involvement, and financial performance.

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The lion and crown Ritz-Carlton logo is a combination of the British royal seal (the crown) and the logo of a financial backer (the lion). This logo was created by Cesar Ritz.

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The Ritz-Carlton's $2,000 Rule Is Great Customer Service Yes, you read that right, Ritz-Carlton employees can spend up to $2,000 per incident, not per year, to rescue a guest experience.

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Ritz-Carlton has become a leading brand in luxury lodging by rigorously adhering to its own standards. It is the only service company in America that has won the Malcolm Baldridge National Quality Award twice, and Training Magazine has called it the best company in the nation for employee training.

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The Gold Standards encompass The Ritz-Carlton motto (“Ladies and Gentlemen serving Ladies and Gentlemen”); three essential service steps (give a warm welcome, anticipate guest needs, and provide a fond farewell); a credo statement outlining the hotel's commitment to its guests; and the Employee Promise, a statement ...

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The Credo: In this de facto mission statement, the Ritz-Carlton defines guests' care and comfort as its number-one priority, describes the kind of atmosphere it wishes to cultivate (“warm, relaxed, yet refined”), and sets out its expectations for the Ritz-Carlton experience.

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The Ritz also became the hotel of choice for Hollywood stars.

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Looking to compete with a cracker made by their competitor Sunshine Biscuit, they tasked an employee, Sydney Stern, to create a name and advertising plan. Inspired by a hat, Stern created the name Ritz which appealed to individuals suffering in the Great Depression, offering them “a bit of the good life.

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