The Ritz-Carlton Hotel Company, L.L.C      

    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, and The Employee Promise.

THE CREDO

 

The Ritz-Carlton 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.

信条

丽思卡尔顿以客人得到真诚关怀和舒适款待为最高使命。

我们承诺为宾客提供细致入微的个人服务和齐全完善的设施，我们的客人将尽享一个温暖、舒适而又优雅的环境。

丽思卡尔顿之行能使您愉悦身心、受益匪浅，我们甚至还能心照不宣地满足客人内心的愿望和需求。

 

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.

 

笺言

我们是服务于淑女、绅士之淑女、绅士。

 

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.

 

服务三步曲

热情真诚地问候客人，亲切地称呼客人的姓名。

提前预期每位客人的需求并积极满足。

亲切地称呼客人姓名，深情地告别。

 

 

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 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.

 

服务价值：我以丽思卡尔顿为荣

建立良好的人际关系，长期为丽思卡尔顿吸引客人。

敏锐察觉客人明示和内心的愿望及需求并迅速做出反应。

能够为客人创造独特难忘的亲身体验。

了解在实现成功关键因素和创造丽思卡尔顿法宝过程中自己所起的作用。

不断寻求机会创新与改进丽思卡尔顿的服务。

勇于面对并快速解决客人的问题。

创造团队合作和边缘服务的工作环境，从而满足客人及同事之间的需求。

有机会不断学习和成长。

专心制定与自身相关的工作计划。

对自己专业的仪表，语言和举止感到自豪。

保护客人、同事的隐私和安全，并保护公司的机密信息和资产。

负责使清洁程度保持最高标准，创造安全无忧的环境。

 

THE 6TH DIAMOND

 

Mystique

Emotional Engagement

Functional

 

第六颗钻石

法宝

情感投入

行之有效

 

 

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.

 

员工宣言

在丽思卡尔顿，我们的员工是我们向客人提供服务的最重要资源。

我们以信任、诚实、尊重、正直和献身精神为准则，培养并最大限度地发挥员工的才能，从而实现每位员工和公司的共赢。

丽思卡尔顿致力于打造一个重视多元化、能够提高生活品质、实现个人抱负、稳固丽思卡尔顿成功法宝的工作环境。