IN MY SHOES: Service – Or An Approximation Of It – With A Smile
Pundit and humor writer
[F]or more than 20 years the Ritz-Carlton employee motto has been “Ladies and Gentlemen serving Ladies and Gentlemen.” No more. …
[Some of] the Ritz's … 20 basic rules for its staff:
° Escort guests rather than pointing out directions to another area of the hotel.
° Do not use words such as “O.K.,” “Sure,” “Hi/Hello,” “Folks,” and “No problem.”
° Use words such as “Certainly,” “I'll be happy to,” and “My pleasure.”
The new 12-point … personal self-help mottos [include]:
° “I am empowered to create unique, memorable and personal experiences for our guests.”
° “I continuously seek opportunities to innovate and improve the Ritz-Carlton experience.”
° “I have the opportunity to continuously learn and grow.”
The bottom line is that the Ritz-Carlton is … taking off the tux in favor of the casual Friday approach. …
The Ritz-Carlton and possibly the Four Seasons are the last standard bearers of class in large hotel chains. … If the Ritz is no longer ritzy, then all is lost. …
When I walk into an establishment like the Ritz-Carlton I expect to be treated with respect, dignity, and plenty of pomp and circumstance. I want the “Good Mornings” and the “Certainlys,” and the “My pleasures” and the “Yes sirs.” I'm paying for that privilege. I don't need to hear “No problem” — I can hear that everywhere else in the world.
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