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Ritz Carlton: The Case for Service Ritz Carlton Case Study Quality management begins with the president and the other 13 senior executives who make up the corporate steering committee and the senior quality-management team. Corporate Management They meet weekly to review: 1. product- and service-quality measures 2. guest satisfaction 3. market growth and development, 4. organizational indicators, profits, and competitive status Corporate Management Approximately one-fourth of each executives time is devoted to quality-related matters. GOLD STANDARDS Key product and service requirements of the travel consumer have been translated into Ritz-Carlton Gold Standards, which include a credo, motto, three steps of service, and 20 Ritz-Carlton Basics. 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.  The Motto At The Ritz-Carlton Hotel Company: We are Ladies and Gentlemen serving Ladies and Gentlemen. This motto exemplifies the anticipatory service provided by all staff members. The Three Service Steps A warm and sincere greeting. Use the guests name. Anticipation and fulfillment of each guests needs. Fond farewell. Give a warm good-bye and use the guests name. Standards Each employee is expected to understand and adhere to these standards, which describe processes for solving problems guests including: detailed grooming housekeeping safety and efficiency standards. Human Resources To provide superior service, Ritz-Carlton created its targeted selection process to ensure a successful match of potential employees to employment. Training Upon being selected, new employees learn the corporate culture through a