The Ritz-Carlton Way–Impressive!
Do you have Gold Standards for your work behavior and performance?
A few months ago, several of us celebrated Shannon Rowe McCorison’s birthday with dinner at Elway’s at the Ritz-Carlton in downtown Denver. Shannon had worked with the staff there because of a ProLogis event she had managed, and wanted to go when she and Casey could relax and enjoy the time.
The Ritz-Carlton was formerly an Embassy Suites and I wanted to see how the renovations looked. I also wanted to see if this Ritz-Carlton was living up to the Ritz-Carlton service standards that have created an unrivaled reputation among hotel chains. And, I wanted to try out the steaks at Elway’s, a John Elway owned steakhouse/restaurant. There is another one in Cherry Creek. However, since this one is in the Ritz-Carlton, the Ritz-Carlton Gold Standard applies for the dining experience. Reviews have been great for the restaurant as well as the hotel.
This isn’t a food review–although the food was excellent. The important thing to me was seeing the evidence of Ritz-Carlton service, as exemplified by:
• Damian Jenkins, General Manager (highly professional and warmly charming!)
Jens, our lead server,
Lee, another server.
Michael Casey–the outstanding sommelier, who was not present but who sent champagne for a birthday toast,
Tim, the sommelier who helped us with wine choices during the dinner,
The dozen or so helpful staff members of the hotel and the restaurant, whose names I don’t know. They opened doors, greeted us warmly, and generally made us–and the hundred or so other people who were in the entrance, lobby, gift shop and restaurant areas–feel like honored guests.
Every time I have been in a Ritz-Carlton I have been impressed. The Ritz-Carlton in downtown Denver certainly fulfilled the Gold Standards that night.
I’m going to cut and paste what the Ritz-Carlton website says about their Gold Standards, so you can have a template of sorts for creating similar standards for your personal work.
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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.
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Wouldn’t we be impressive if we had Gold Standards of this magnitude–and lived up to them? Consider what your credo and motto would be. What would be your steps to service? What would make you worthy of the 6th diamond in your behavior, work performance and group contributions? Make your name one of those–like the Ritz-Carlton–which says it all when someone is talking about excellence.
Wow! I never realized what went on behind the Ritz-Carlton mystique. Very interesting. These could be applied to churches or any other group. Thanks! Don
Comment by Don R. | January 28, 2009
We stayed at the Denver Ritz-Carlton last month when we were there for the SSA conference. What a great place! We felt like royalty the whole time. I didn’t want to leave! Becka R.
Comment by R.R. | January 28, 2009
OK, but you still didn’t say much about the food. To me that’s what counts. Not that I don’t like friendly people, but let’s face it, you’re there for the food.
Comment by Wiseacre | January 30, 2009
Tina says:
Thanks to Don, R.R. and Wiseacre, for your comments. I appreciate hearing from you!
Wiseacre, yes the food is important–but not what I was commenting on this time. However, just to keep you happy–my ultimate goal in life–I’ll give you a quick critique.
I thought it was all very good–I tried several appetizers, two different kinds of steaks, a taste of fish and a couple of different desserts. (We all sort of checked out each other’s food choices!) I would go back, especially with a smaller group so ordering and being served wouldn’t be so hectic.
I didn’t think anything was spectacular or remarkable–but it was very good and I felt good about everything I ordered. This is essentially a steak house, not a gourmet or fine dining experience, and that makes a difference in my expectations. I expected a good steak, good side dishes and a good dessert, and I got it.
Prices are in the upper level, but not exorbitant for a upscale steak restaurant in a big city. A couple of the people with us thought the food was good but the prices too high. They don’t eat at those establishments often though, and I think they forget the high cost of operating those kind of places, in those locales.
I liked it better than others of the same type in downtown Denver or Cherry Creek, but not as much as my favorite–Farraday’s at the Isle of Capri Casino in Black Hawk! I don’t think you can get a better, more luscious, tender and flavorful steak, prime rib, or lobster dinner anywhere. And, the restaurant is very attractive, with a fine dining feel. The overall setting isn’t elegant feeling–and you don’t get to walk into a Ritz-Carlton to get there, but it’s great food.
Nevertheless, Shannon, Casey and I intend to go back to Elways and the Ritz!
Comment by TLR | January 30, 2009