How the Ritz-Carlton CARES about Customers

When people talk about companies that deliver great customer service, the Ritz-Carlton is consistently included in the conversation.  In an interview with the Ritz-Carlton Shanghai’s General Manager John Rolfs, he shares his keys to success.

Watch the short 2.38-minute video of the interview.Ritz- crop

Key take-aways:

  • C is for Credo: All employees carry “the Credo” with them to keep them focused on their goal– taking care of the customer.     Check out the credo and more
  • A is for All Knowing: Mr. Rolfs has worked in the service industry in a variety of jobs including chef, waiter, reception, housekeeping, management, then grew to general manager. He knows first hand what it takes to deliver great service—from the top of the ladder to the bottom rung.
  • R is for Routine: Daily Line-ups—team meetings—set the tone for the day and keep everyone focused on what is most important—the guest.
  • E is for Everyone: Everyone is encouraged to work as one big team—one big, happy family.
  • S is for Skills:  Employees’ individual skills and talents are important to great service. Therefore, the General Manager’s responsibility is to listen critically and to bring these skills and talents together.

According to Mr. Rolfs, service consists of three parts:

  1. Functionality — everything has to be perfect, if possible
  2. Emotional — the employee truly takes care of the guest
  3. Doing something so special that a guest never forgets — employees are empowered to do something extraordinary

Remember: Mr. Rolfs leads not only by example, but he also actively and consistently takes care of his employees by spending time with them, listening to them, and empowering them to make a difference in the lives of each guest. Because of his fair and respectful style, his employees are committed to him and to the Ritz-Carlton.  The next time you’re near the Ritz, give them a visit and check it out for yourself. I’d love to hear about your experiences.

What do YOU do to deliver consistently great customer service? Please share in the comments section below.

2 Responses to “How the Ritz-Carlton CARES about Customers”


  1. 1 Shawnee Benedicto (@shawneemagellan) May 12, 2014 at 7:33 pm

    Customer service people should try and learn something from what the Ritz-Carlton does. Honestly, the Ritz wouldn’t be sitting right where it is if they didn’t know how to take care of their guests.


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