2. How does The Ritz-Carlton create " Ladies and Gentlemen" in only 7 days? The "Ladies and Gentlemen" program is what defines Ritz Carlton's superior service. In the first two days, employees are thought to be equals with their guests, they are all "Ladies and Gentlemen". This is to increase professionalism. The employees are also designated to their respective departments, where they can know one another. From the third day until the last day. the employees are trained to refine their skills in order to be ready daily operations. This is where they train physically to know what to do in the hotel. The first 2 days was more of a mental training to implement a mindset within the employee. This mindset is that the Ritz-Carlton is a service business, not hotel