RITZ-CARLTON CONFIDENTIAL AND PROPRIETARY INFORMATION

7% Verbal

38% Vocal

55% Visual

COMMUNICATION

RITZ-CARLTON CONFIDENTIAL AND PROPRIETARY INFORMATION

SMILE

It takes 43 muscles to frown and only 17 to smile….

FIRST IMPRESSIONS

RITZ-CARLTON CONFIDENTIAL AND PROPRIETARY INFORMATION

HOUSEKEEPING

GROUNDS FOOD & BEVERAGE

SALES & MARKETING

VALET

ENGINEERING

GUEST SERVICESCONCIERGE

LAUNDRY

MEETINGS & EVENTS

LASTING IMPRESSIONS

RITZ-CARLTON CONFIDENTIAL AND PROPRIETARY INFORMATION

HiGreat, Good idea

See ya later!Can I help you?

O.K.Excuse me. What?

Have a fab day. See you laterFolks, people, guys, gals

Bye, byeNo, we can’t

Hello/Good morning /afternoon/evening

Excellent choiceGood bye

How can I be of assistance?Certainly, my pleasure

I apologizeHave a pleasant day, evening

Ladies, Gentlemen, Sir, MadamI’ll be happy to, my pleasure

Good ByeNever say no, (unless unethical/ illegal

or immoral, always give options)

VERBAL COMMUNICATION

RITZ-CARLTON CONFIDENTIAL AND PROPRIETARY INFORMATION

Hotel Guest Room Lobby Concierge In Room Dining Room rate Guest Services

Residence Owner Residence Concierge In Residence Dining Maintenance Fees Owner Services

Club Member Unit/ Residence Member Experience In Residence Dining Membership Dues Member Services

BRAND VERBIAGE