The Ritz-Carlton Hotel Company was established by president andfounding father Colgate Holmes along with four business partners in1983. At that time, the only existing Ritz-Carlton hotel waslocated in Boston. By 1992, the company had opened 22 additionalhotels in the United States. By 1998, the company was acquired byMarriott International. Today, Ritz-Carlton Hotels is based inChevy Chase, Maryland, operates more than 90 luxury hotels in 30countries and territories, and employs more than 40,000 people.

The Credo

• The Ritz-Carlton is a place where the genuine care and comfortof our guests is our highest mission.
• We pledge to provide the finest personal service and facilitiesfor our guests, who will always enjoy a warm, relaxed, yet refinedambiance.
• The Ritz-Carlton experience enlivens the senses, instillswell-being, and fulfills even the unexpressed wishes and needs ofour guests.

The Motto

At the Ritz-Carlton, “We are Ladies and Gentlemen serving Ladiesand Gentlemen.” This motto exemplifies the anticipatory serviceprovided by all staff members.

Service Values

1. I build strong relationships and create Ritz-Carlton guests forlife.
2. I am always responsive to the expressed and unexpressed wishesand needs of our guests.
3. I am empowered to create unique, memorable, and personalexperiences for our guests.
4. I understand my role in achieving the Key Success Factors,embracing community footprints, and creating the Ritz-Carltonmystique.
5. I continually seek opportunities to innovate and improve theRitz-Carlton experience.
6. I own and immediately resolve guest problems.
7. I create a work environment of teamwork and lateral service sothat 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, andbehavior.
11. I protect the privacy and security of our guests, my fellowemployees, and the company’s confidential information andassets.
12. I am responsible for uncompromising levels of cleanliness andcreating a safe and accident-free environment.

In order to ensure the effective implementation of its legendaryservice philosophy, the Ritz-Carlton emphasizes the importance ofteamwork at all of its properties. In particular, teamwork isemphasized in service value #7—I create a work environment ofteamwork and lateral service so that the needs of our guests andeach other are met. Lateral service means that all Ritz-Carltonemployees must support each other in realizing the hotel’s mission.Sometimes this may involve performing duties and responsibilitiesthat are not part of their job, such as assisting a guest withhis/her luggage, obtaining a bottle of shampoo or soap fromhousekeeping for a guest, or providing a recommendation for a goodlocal restaurant or show to see for a guest.

The company uses a variety of practices to support lateralteamwork, including the following:

• Managers foster a culture that supports teamwork through theeffective modeling of desired behaviors and recognizing those whopractice lateral teamwork;
• Employees provide informal training on what their coworkersneed to do to provide lateral teamwork and how they need to doit;
• Employees complete formal training on teamwork as well asparticipate in team-building activities;
• Employees team up with each other (e.g., concierge and thehotel’s restaurant manager) when doing so will enhance a guest’sexperience;
• Managers incorporate lateral teamwork into the professionaldevelopment plans of employees so that they can see how lateralteamwork can enhance their ability to grow and advance at apersonal and professional level.

Discussion Questions

1. What types of groups/teams are used at the Ritz-CarltonHotels?
2. How are roles defined in order to support teamwork at theRitz-Carlton Hotels?
3. Evaluate the performance of teams at the Ritz-Carlton Hotels interms of the six dimensions of a team process.
4. How does the Ritz-Carlton develop teams?