Ladies and Gentlemen Serving Ladies and Gentlemen – The Ritz Carlton Tiburon

We all have choices, as do our clients and prospects.  Having deep roots in customer service, I am still a student of the game at fifty years old.  One of the finer things I have come to appreciate as I have gotten older is the difference between staying at a Ritz Carlton resort versus just about everyone else.  As a result, when we need a weekend away, we typically go to a Ritz Carlton property to relax, for the kids to play, and for me to clear my head.  On a recent trip to The Ritz Carlton Tiburon in Naples, FL, I began to think about how my firm delivers our client experience relative to The Ritz Carlton. 

The Ritz Carlton Experience

One thing that sets the Ritz Carlton Tiburon apart from other luxury resorts is its commitment to providing guests with the “Ritz Carlton Experience.” The Ritz Carlton brand is known for its high service standards, and the Tiburon property is no exception.

At the Ritz Carlton Tiburon, every detail is carefully considered to ensure guests have the best possible experience.  The staff is well-trained and knowledgeable, and they go above and beyond to meet guests’ needs.  From the moment we arrived, we were impressed by the attention to detail and the level of care that was taken to make us feel welcome.  We were warmly greeted by the staff, who had a bottle of champagne on ice waiting for us in our suite, accompanied by some delicious finger foods and a handwritten note from the head of customer relations.  It was a thoughtful and gracious welcome that immediately made us feel special and appreciated.

A Strong Commitment to Sustainability

The Ritz Carlton Tiburon is also firmly committed to sustainability and social responsibility.  The resort has implemented various eco-friendly initiatives, including energy-efficient lighting and water conservation measures.  They also work closely with local organizations to support the community and give back to those in need.

On Saturday, my son Ethan received a surprise gift of cake and treats in recognition of his efforts as a member of The Green Team at school.  The Green Team keeps the school campus neat and clean, and it was heartwarming to see that the staff at the Ritz Carlton Tiburon recognized Ethan’s hard work and wanted to make him feel special.  However, it did not end there.  

A Special Day for Ethan

The following day, we were given an extraordinary behind-the-scenes tour of the resort, which was truly incredible.  We met some key members of the resort’s staff, including the executive chef, the head of housekeeping, and the head of the Club.  Ethan and Caroline received official Ritz Carlton name badges and a gift bag filled with souvenirs to commemorate our visit.

Another highlight of our stay at the Ritz Carlton Tiburon was the exceptional dining experience.  The resort has several restaurants, each with its unique ambiance and menu.  We had the pleasure of dining at The Grill, which is the resort’s signature steakhouse.  The food was outstanding, and the service was impeccable.  We also had breakfast at The Bella Vista Lounge, which had a beautiful view of the golf course and perfectly started our day.

Set the Standard

As I watched the resort disappear in my rearview mirror when we pulled out Sunday morning, it was evident that none of what we experienced that weekend was an accident.  NOTHING that The Ritz Carlton does is an accident.  Ritz Carlton operates off of the company’s Gold Standards.  One of those Gold Standards is Service Values.  The Ritz honors and values the ladies and gentlemen who work with them and empowers them always to make the right decision for the guest.  How liberating is this? 

Below, are the 12 line items from their website.  What would our businesses look like if we took the time to identify, teach and execute something similar?  How much better would our culture be if our teams were allowed to follow the guidelines below?

Gold Standard Service Values

  1. I build strong relationships and create Ritz-Carlton guests for life.
  2. I am always responsive to the expressed and unexpressed wishes and needs of our guests.
  3. I am empowered to create unique, memorable and personal experiences for our guests.
  4. I understand my role in achieving the Key Success Factors, embracing Community Footprints and creating The Ritz-Carlton Mystique.
  5. I continuously seek opportunities to innovate and improve The Ritz-Carlton experience.
  6. I own and immediately resolve guest problems.
  7. I create a work environment of teamwork and lateral service so that 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 and behavior.
  11. I protect the privacy and security of our guests, my fellow employees and the company’s confidential information and assets.
  12. I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment.

About the Resort

The Ritz Carlton Tiburon is a beautiful resort located in Naples, Florida.  It is nestled in the lush greenery of the Florida Everglades and is a perfect oasis for those seeking rest and relaxation.  The resort is made up of two distinct properties: The Ritz Carlton Golf Resort and The Ritz Carlton Beach Resort.

The Golf Resort features two beautiful golf courses, The Gold and The Black, which are designed by legendary golfer Greg Norman.  They are considered two of the finest golf courses in Florida and offer stunning views of the surrounding landscape.  The Golf Resort also features a 15,000-square-foot spa, where guests can enjoy a range of treatments and therapies designed to help them relax and rejuvenate.

The Beach Resort, on the other hand, is located just a few miles away from the Golf Resort and offers easy access to the pristine white sand beaches of the Gulf of Mexico.  It features a stunning pool area, with plenty of sun loungers and cabanas where guests can soak up the sun and enjoy the beautiful Florida weather.  The resort also offers a range of water activities, including kayaking, paddleboarding, and sailing.

The Ritz Carlton Tiburon exceeded our expectations in every way.  The resort is stunning, the amenities are top-notch, and the staff is exceptional.  It’s clear that every aspect of the resort has been carefully designed to provide guests with the ultimate luxury experience.  If you’re looking for a truly unforgettable vacation, I highly recommend the Ritz Carlton Tiburon.


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