Gold standard | Operations Management homework help

  Below is the Gold Standard which can be found on their website. After  reviewing, write an essay using APA Citation and Reference  Style Guidelines on the following topic:

“Ritz Carlton Gold Standard: Why it should be the Benchmark for Hospitality Customer Service Teams Across the World”

 Within the body of the paper, research and touch upon where the general  level of customer service is currently in our industry (can be in broad  terms), where we need to go as an industry, and how various companies  might learn from the Ritz Carlton Model.

For example, how might  a company go about implementing a “Gold Standard” plan to increase its  level on quality customer service? You may give specific examples from  your research, but if you do, be sure to site them in your bibliography.

Personal opinion is also welcome… creative!

Ritz Carlton Gold Standard

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.

 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
1.A warm and sincere greeting. Use the guest’s name.
2.Anticipation and fulfillment of each guest’s needs.
3.Fond farewell. Give a warm good-bye and use the guest’s name.

Service Values: I Am Proud To Be Ritz-Carlton
1.I build strong relationships and create Ritz-Carlton guests for life.
2.I am always responsive to the expressed and unexpressed wishes and needs of our guests.
3.I am empowered to create unique, memorable and personal experiences for our guests.
 4.I understand my role in achieving the Key Success Factors, embracing  Community Footprints and creating The Ritz-Carlton Mystique.
5.I continuously seek opportunities to innovate and improve The Ritz-Carlton experience.
6.I own and immediately resolve guest problems.
7.I create a work environment of teamwork and lateral service so that the needs of our guests and each other are met.
8.I have the opportunity to continuously learn and grow.
9.I am involved in the planning of the work that affects me.
10.I am proud of my professional appearance, language and behavior.
11.I protect the privacy and security of our guests, my fellow employees and the company’s confidential information and assets.
12.I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment.


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.

Ritz-Carlton. (2013).  Gold Standards.  Ritz-Carlton.  Retrieved from


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