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Ritz-Carlton journey T heone with a clear purpose is and a strong foundation.


At The Ritz-Carlton, our Ladies and 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. The Employee Promise is the assurance that The Ritz-Carlton work environment will be one in which each individual feels valued, well-equipped and motivated to support the goals of the company. It represents our commitment to every employee's talents, rights and aspirations.


Since 1983, our vision and our quest for excellence have guided us. On this journey, you will discover the treasures that create The Ritz-Carlton `Mystique' and open the door to a world of possibilities . . .


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 wellbeing, and fulfills even the unexpressed wishes and needs of our guests. This Credo is the principal belief of our company. It is known, owned, and energized by the Ladies and Gentlemen of The Ritz-Carlton, and because it is embraced by all, we are able to provide our guests with the exceptional service that has earned us all the major awards the hospitality industry can bestow. In addition, The Ritz-Carlton is the only service company to have ever been twice awarded The Malcolm Baldrige National Quality Award by the United States Department of Commerce.

With your bags packed full of The Ritz-Carlton treasures, you are ready to take advantage of all the training and development opportunities available to you . . .

"We are Ladies and Gentlemen serving Ladies and Gentlemen."

As service professionals we treat each other with respect and dignity. This is what makes us different. This is the basis of all our interactions with our guests and each other. The company views each of us as a Lady or Gentleman, equal and worthy of the respect we give others.




Imagine a company that provides 310 hours of training for its employees in their first year. We believe strongly in the value of training and the impact it can have on you and our guests. As a new employee of The Ritz-Carlton, you are paired with a Departmental Trainer who will share with you the knowledge, skills and standards necessary to be certified in your position. After you have successfully completed Training Certification, you will feel confident in providing excellent service to our guests. This is not a one-time event. Each year you will be re-certified in your position.

"The training I received from the company from when I started as a line employee, then on to a manager, department head and now divisional head, was exceptional!" ­ EB MBYE From Utility Steward to Food & Beverage Director


The learning never stops! All new and promoted leaders with the organization attend a two-day leadership orientation at the corporate office in Chevy Chase, Maryland. The course introduces and reinforces the values and philosophy of the company. To encourage the development and effectiveness of their leadership abilities, participants receive interactive training in the following areas:

· · · · · · ·


The Ritz-Carlton encourages employees to strive for continual personal and professional development. As expressed in The Employee Promise, "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." Each hotel has a Director of Training and Organizational Effectiveness who is responsible for ensuring employees receive the education they need for career development. The Director of Training conducts numerous classes throughout the year such as Guest Loyalty Opportunity Workshop and Diversity Awareness.

Enlivening The Gold Standards The Role of a Leader Total Quality Management and Effectively Applying Quality Tools Creating a Ritz-Carlton Environment Basic Principles in Business Management Creativity in theWorkplace Developing a Personal Mission Statement

Now that you have uncovered the many treasures and training opportunities available, you can realize all the benefits and recognition that are part of being a Ritz-Carlton employee . . .

ELIZABETH MULLINS ­ Vice President & Area General Manager Elizabeth started her career as a Corporate Management Trainee. She then held progressively challenging positions globally including: Front Office Manager, Director of Housekeeping, Guest Services, Reservations as well as Executive Assistant Manager, Rooms Division and Director of Operations. Elizabeth has been a General Manager at three Ritz-Carlton hotels prior to her current role with oversight over four properties.

If you choose to embark on The Ritz-Carlton journey, you will not only discover a New World of opportunities but also . . . the World.


The Ritz-Carlton Hotel Company, L.L.C. considers the health and well-being of its employees to be one of its highest priorities. We are pleased to offer a competitive benefits package with an array of benefits designed to meet the needs of today's changing workforce. The following is a list of benefits The Ritz-Carlton offers: (Benefits may vary slightly by location).

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Competitive Wages Promotions/Transfers Career Development Programs Three Days of Orientation On-the-Job Training Well-Tailored Uniforms Employee Recognition Program Medical, Pharmacy, Dental and Vision Insurance Coverage Life and Accidental Death & Dismemberment Insurance Short and Long Term Disability

Health Care and Family Care Spending Accounts Domestic Partner Benefits Vacation, Sick and Holiday Pay Leave of Absence Bereavement Leave Jury Duty Retirement/401(k) Plan Employee Stock Purchase Plan Credit Union Employee Assistance Program Business Integrity Line Educational Assistance Program Employee Discounts: hotel rooms, food & beverage and retail items Employee Duty Meals

For more information on The Ritz-Carlton benefits package, please contact our Human Resources offices.


We are proud of the Mobil Five Star and AAA FiveDiamond Awards we have received over the years, and we know it could not have been done without Five-Star employees. Therefore, each year in every hotel, four outstanding employees are chosen to be a part of our Annual Five-Star Team. What does it mean to be the BEST of the BEST? Just take a look at what the winners receive and you'll understand:


· ·

Five complimentary nights at a Ritz-Carlton hotel of your choice Five hundred dollars to spend Round trip airfare for two

I began my career with The Ritz-Carlton Hotel Company, L.L.C. twelve years ago as a Banquet Houseperson at the fabulous Ritz-Carlton, Naples. Looking back, I could not have imagined that I would have had such a long, productive and successful career. It is refreshing to work for a company that cares as much about its employees as it does its customers. ­ MARIO DONES Corporate Director of Training and Organizational Effectiveness

We hope this exploration into The Ritz-Carlton world will lead you to one of our many locations we refer to as home. To find out more about The Ritz-Carlton Hotel Company, please log on to our web site: You can apply on line for the position you are interested in or via fax or mail. All human resources contact details may be found on our web site.

Welcome to The Ritz-Carlton World. Welcome to The Ritz-Carlton worldwide family.


First we make the world revolve around you. Then we gently slow it down.

VICTORIA KOONCE ­ Spa Director Victoria started with The Ritz-Carlton Hotel Company as a personal trainer at The Ritz-Carlton, Amelia Island, was promoted to Spa Coordinator within six months and subsequently was promoted to Spa Manager nine months later. In 2002 Victoria became Spa Director.

The Ritz-Carlton Spa operates as a "hotel within a hotel." It offers separate services such as reservations, housekeeping, front desk and concierge. It may be joined to a fitness center or Golf Club or Resort operating as a profitable business unit. The Ritz-Carlton luxury spa experience combines The Ritz-Carlton reputation for attention to detail with indigenous treatments reflecting the local environment. The luxury spas of The Ritz-Carlton focus on all areas of your wellness needs by offering the latest in self-improvement therapies.


UNITED STATES California Half Moon Bay Pasadena (Los Angeles) Colorado Bachelor Gulch Florida Amelia Island Coconut Grove Key Biscayne Naples Orlando Sarasota South Beach Georgia Lake Oconee Louisiana New Orleans Nevada Lake Las Vegas New York New York, Central Park CARIBBEAN, MEXICO SOUTH AMERICA Cayman Islands Grand Cayman Jamaica Montego Bay Puerto Rico San Juan U.S. Virgin Islands St. Thomas ASIA, EUROPE & MIDDLE EAST Bahrain Bahrain Egypt Sharm El Sheikh Germany Berlin Indonesia Bali Turkey Istanbul United Arab Emirates Dubai Qatar Doha

Great Things Await Those Who Set Out For Opportunity






UNITED STATES California The Ritz-Carlton Club & Residences, San Francisco (Opening 2007) The Ritz-Carlton Club & Residences, Highlands Lake Tahoe

(Opening 2009)

Colorado The Ritz-Carlton Club, Aspen Highlands The Ritz-Carlton Club, Bachelor Gulch Florida The Ritz-Carlton Club & Residence, South Beach (Opening 2009) The Ritz-Carlton Golf Club & Spa, Jupiter Hawaii The Ritz-Carlton Club, Kapalua Bay (Opening 2008) U.S. Virgin Islands The Ritz-Carlton Club, St. Thomas

The Ritz-Carlton Club ­ a second home in The Ritz-Carlton tradition. A place where ladies and gentlemen serve ladies and gentlemen. The singular delight of enjoying the comfort and familiarity of a home away from home combined with unmatched amenities of a carefree stay at a Ritz-Carlton Hotel.


The style and service of The Ritz-Carlton in an enclave of charm that you can call your own. In the heart of the world's most picturesque cities and resort destinations, The Ritz-Carlton redefines the concept of an elegant lifestyle with the debut of The Residences. In addition to their spaciously proportioned condominiums, owners will enjoy all the legendary amenities and service points that have been a hallmark of The Ritz-Carlton from our very beginning: · Dedicated Concierge · Gourmet Dining · Butler Service · Prestige of living at The Ritz-Carlton Exceeding all your expectations, The Residences At The Ritz-Carlton introduces you to a new lifestyle of elegance.


UNITED STATES California The Ritz-Carlton Residences, San Francisco The Residences at The Ritz-Carlton, Los Angeles Colorado The Ritz-Carlton Residences, Vail The Residential Suites at The Ritz-Carlton, Bachelor Gulch Florida The Residences at The Ritz-Carlton, Coconut Grove The Residences, Estates & Villas at The Ritz-Carlton Golf Club & Spa, Jupiter The Residences at The Ritz-Carlton, Sarasota The Tower Residences at The Ritz-Carlton, Sarasota The Residences at The Ritz-Carlton, South Beach Hawaii The Residences at Kapalua Bay Illinois The Ritz-Carlton Residences, Chicago, Magnificent Mile Maryland The Ritz-Carlton Residences, Inner Harbor, Baltimore Massachusetts The Residences at The Ritz-Carlton Towers, Boston Common

©2004, The Ritz-Carlton Hotel Company, L.L.C. All rights reserved.

New York 50 Central Park South at The Ritz-Carlton, New York The Residences at The Ritz-Carlton New York, Battery Park The Ritz-Carlton Residences, North Hills North Carolina The Ritz-Carlton Residences, Charlotte, Quail Hollow Pennsylvania The Residences at The Ritz-Carlton, Philadelphia Texas The Residences at The Ritz-Carlton, Dallas Virginia Creighton Farms Washington, D.C. The Residences at The Ritz-Carlton, Georgetown The Residences at The Ritz-Carlton, Washington, D.C. Canada The Residences at The Ritz-Carlton, Toronto CARIBBEAN Bahamas The Abaco Club on Winding Bay Cayman Islands The Residences at The Ritz-Carlton, Grand Cayman Turks and Caicos The Island Villas at Molasses Reef Windward Islands The Residences at The Ritz-Carlton, St. Lucia



Louisiana New Orleans New Orleans (Maison Orleans) Massachusetts Boston Boston Common Michigan Dearborn Missouri St. Louis Nevada Lake Las Vegas New York Battery Park Central Park Westchester (Opening 2008) North Carolina Charlotte (Opening 2008) Ohio Cleveland Pennsylvania Philadelphia Texas Dallas (Opening 2007) Virginia Pentagon City Tysons Corner EUROPE Germany Berlin Wolfsburg ASIA Ireland CANADA China Powerscourt (County Wicklow) Quebec Beijing (Opening 2007) Portugal Montreal Beijing, Financial Street Penha Longa (Lisbon) Ontario (Opening 2007) Russia Toronto (Opening 2009) Guangzhou (Opening 2007) Moscow Hong Kong Spain CARIBBEAN Kowloon, Hong Kong Barcelona Bahamas (Opening 2009) Carratraca Rose Island (Opening 2009) Sanya (Opening 2008) Villa Padierna Cayman Islands Shanghai Turkey Grand Cayman Shanghai Pudong Istanbul Jamaica (Opening 2010) Montego Bay MIDDLE EAST Indonesia Mexico Bali Egypt Cancun Jakarta Sharm El Sheikh Puerto Rico Japan Qatar San Juan Osaka Doha Turks & Caicos Tokyo (Opening 2007) Sharq Village & Spa Molasses Reef Korea United Arab Emirates (Opening 2008) Seoul Dubai Windward Islands Country Club Seoul Dubai International St. Lucia (Opening 2009) Financial Center Malaysia U.S. Virgin Islands Kuala Lumpur (Opening 2008) St. Thomas Singapore Bahrain Singapore Bahrain Washington D.C. Georgetown Washington D.C. SOUTH AMERICA Chile Santiago


UNITED STATES Arizona Phoenix California Half Moon Bay Laguna Niguel Lake Tahoe (Opening 2009) Marina del Rey Pasadena (Los Angeles) San Francisco Colorado Bachelor Gulch Denver (Opening 2007) Florida Amelia Island Coconut Grove Key Biscayne Naples Naples Golf Orlando Palm Beach Sarasota South Beach Georgia Atlanta Buckhead Lake Oconee Hawaii Kapalua, Maui


reat things await those reat things await those who set out for opportunity. who set out for opportunity.


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