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Mission
Statement Pacifica Hotels
To provide exceptional hospitality services and unique lodging products to
our valued guests. We will carry out our vision through our commitment to our
core values:
Integrity
We will maintain the highest standard of conduct in all of our actions.
Teamwork
We will work together in a coordinated effort to achieve our goals.
Individual Worth
We recognize and respect our individual team members and their
contributions
Consistent Standard of Excellence
We will consistently provide our guests with a superior quality product and
make a conscious daily effort to be better than our competition.
Personalized Guest Service
We will meet the specific need of each guest with a professional, friendly,
prompt, courteous and enthusiastic attitude from all staff at all times.
Dedication to these pursuits will ensure financial success and growth
opportunities for our California hotel management company and team members.
RITZ-CARLTON
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.
MOTTO
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 name, if and when possible.
2.
Anticipation and compliance with guest needs.
3. Fond farewell. Give
them a warm good-bye and use their names, if and when possible.
20 BASICS
1. The Credo is the principal
belief of our Company. It must be known, owned and energized by all.
2.
Our Motto is "We are Ladies and Gentlemen serving Ladies and Gentlemen." As
service professionals, we treat our guests and each other with respect and
dignity.
3. The Three Steps of Service are the foundation of
Ritz-Carlton hospitality. These steps must be used in every interaction to
ensure satisfaction, retention and loyalty.
4. The Employee Promise is
the basis for our Ritz-Carlton work environment. It will be honored by all
employees.
5. All employees will successfully complete annual Training
Certification for their position.
6. Company objectives are communicated
to all employees. It is everyone's responsibility to support them.
7. To
create pride and joy in the workplace, all employees have the right to be
involved in the planning of the work that affects them.
8. Each employee
will continuously identify defects (MR BIV) throughout the Hotel.
9. It
is the responsibility of each employee to create a work environment of teamwork
and lateral service so that the needs of our guests and each other are met.
10. Each employee is empowered. For example, when a guest has a problem
or needs something special you should break away from your regular duties,
address and resolve the issue.
11. Uncompromising levels of cleanliness
are the responsibility of every employee.
12. To provide the finest
personal service for our guests, each employee is responsible for identifying
and recording individual guest preferences.
13. Never lose a guest.
Instant guest pacification is the responsibility of each employee. Whoever
receives a complaint will own it, resolve it to the guest's satisfaction and
record it.
14. "Smile - we are on stage." Always maintain positive eye
contact. Use the proper vocabulary with our guests. (Use words like - "Good
Morning," "Certainly," "I'll be happy to," and "My pleasure.")
15. Be an
ambassador of your Hotel in and outside of the work place. Always talk
positively. Communicate any concerns to the appropriate person.
16.
Escort guests rather than pointing out directions to another area of the Hotel.
17. Use Ritz-Carlton telephone etiquette. Answer within three rings and
with a "smile." Use the guest's name when possible. When necessary, ask the
caller "May I place you on hold?" Do not screen calls. Eliminate call transfers
whenever possible. Adhere to voice mail standards.
18. Take pride in and
care of your personal appearance. Everyone is responsible for conveying a
professional image by adhering to Ritz-Carlton clothing and grooming standards.
19. Think safety first. Each employee is responsible for creating a
safe, secure and accident free environment for all guests and each other. Be
aware of all fire and safety emergency procedures and report security risks
immediately.
20. Protecting the assets of a Ritz-Carlton Hotel is the
responsibility of every employee. Conserve energy, properly maintain our hotels
and protect the environment.
THE EMPLOYEE
PROMISE
At The Ritz-Carlton, our Ladies & 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.
More mission statements: http://manonamission.blogspot.com/
What is Organisational Culture?
Brown 1998: "... the pattern of beliefs, values and learned
ways of coping with experience that have developed during the course
of an organisation's history, and which tend to be manifested in
its material arrangements and in the behaviours of its members."
Harrison 1993: "... the distinctive constellation of beliefs,
values, work styles, and relationships that distinguish one organisation
from another."
Manifestations of Organisational Culture:
- Architecture (example: seperated offices or open-plan
office)
- Symbols, language (human resource or members)
- metaphors, stories, myths, heroes (Siemensianer, garage
company)
- ceremonies, rites and rituals (christmas party, company
song)
- norms of behaviour (mission statement)
- values, beliefs, attitudes (hard work, efficiency <->
friendlyness)
- basic assumptions (gender roles, hierarchy)
- ethical codes (all customers are equal <-> First
Class)
- history (That's the way we have always doing it)
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Organisational Culture and HRM:
Finding the "fitting"
employees
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