So after I posted about being brainwashed the other day, I tried to verify if I had remembered the Ritz Carlton credo correctly. (I did, verbatim) In doing this, I stumbled upon the handbook that is given out during orientation at the hotel when you are hired. It includes the 3 steps of service, motto, credo and the Ritz Carlton Basics, all of which are to be memorized. You can see a copy of it here if you like. (I still have my copy from years ago, but it has changed a little since) Some of the elements of the dogma were the source of much sarcasm once you were a seasoned employee. "Smile, we are on stage," comes to mind.
I was a model employee at first, a real gung ho Reese Witherspoon. I was so proud to be Ritz material. (gag) One of the things we were supposed to do was escort guests instead of giving directions to things in the hotel. I always did this, losing my time on more important things, and annoying many a guest in the process. Do people really want to be escorted to the bathroom? No, no they don't. I think people felt patronized instead of pampered.
The "basics" are really a great tool to give management firing power over the employees. You can be written up for practically anything since you sign a document stating that you will uphold the standards and basics of employment there. So. If we look at the list of "basics", we find things like "No negative comments" (which I see has since been removed from number 9). This is (was) one of the basics. If you complain, that's bad. But you must point out any hazards, and ask for equipment and help when necessary. That's good. So, you can't say, "Why has it been three weeks that the cappucino machine is broken?" However, the moment it breaks, you must inform your supervisor. No complaining after that though, boy, because that's negative.
Oh and I just remembered, we were never allowed to use the word "problem", instead, we had to use the word "opportunity". Seriously. In the restaurant, "the lady on table 15 has an opportunity with her swordfish" was exactly how you were expected to inform your supervisor.
Anyway, maybe this gives more insight to # 37 : I can hate you viciously while smiling.