Brand Knowledge Flashcards
(35 cards)
What is the Vision of The Ritz-Carlton?
Inspire life’s most meaningful journeys
What is the Ritz-Carlton’s mission?
Provide genuine care and exceptional products and services resulting in profit leadership
What is our Brand Promise?
Creating indelible marks
Name our three (3) Brand Values
Values
1)Legendary 2) Gracious 3) Inspiring
List the five (5) Gold Standards
1) Credo 2) Motto 3) Three Steps of Service 4) Service Values 5) Employee Promise
Write out the Credo in full
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.
What does the Latin word Credo stand for?
I Believe
What is the Motto?
We are Ladies and Gentlemen serving Ladies and Gentlemen
What are the 3 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
How many Service Values do we have?
12
What are the 3 tiers of the Sixth Diamond?
1) Functional
2) Emotional Engagement
3) Mystique
We trace our heritage back to this legendary Swiss hotelier who opened the Ritz Paris
and was considered was the “hotelier of kings and king of hoteliers”.
Cesar Ritz
When did the original The Ritz-Carlton, Boston open its door?
1927
In which year was The Ritz-Carlton Hotel Company L.L.C. established?
1983
Which elements make up The Ritz-Carlton logo and what do they represent?
The logo combines two dramatic elements: the Lion and the Crown, with the Crown
symbolizing Royalty and the Lion representing Wealth.
What is the name of the official brand color?
Memorable Blue
What is the significance of the official brand color?
The color blue holds a special place in our history, stemming from the blue Czechoslovakian
crystal chandeliers and goblets that enhanced the dining room of The Ritz-Carlton, Boston. It
represents wealth and royalty, and it is thoughtfully integrated into the interior design of The
Ritz-Carlton hotels.
What does the acronym CTQ stand for?
Commitment to Quality
How is CTQ used?
It is reviewed during Line-Up that takes place before every shift, every day.
What is Marriott’s Loyalty Program called?
Marriott Bonvoy
What is guestVoice?
guestVoice is Marriott’s global guest feedback program that integrates guest sentiment
from guest surveys and social media.
What does ITR mean?
Intent to Recommend, Guest satisfaction
Name the two types of WOW Moments that we create for our guests.
1) Essential WOW’s 2) Legendary WOW’s
How many Hotels, Resorts and Reserves are in The Ritz-Carlton portfolio today?
106-109
