...HERRAMIENTAS DE CALIDAD Entrega 8: Hoteles Ritz-Carlton Integrantes: - Vargas Morales, Marcel Arturo - Garay Salazar, Luis Antonio - Dapello Perez, Paolo - Zamora Palomina, Henry Armando - Enciso Deza, Paula Leonor Profesor: - CULQUICHICON CACERES, CARLOS FELIPE - 2011- 1. Promesa de Calidad: Ritz-Carlton es una marca de hoteles y resorts enfocados a clientes pertenecientes al sector económico alto, con 70 propiedades ubicadas en muchas de las grandes ciudades de 23 países de todo el mundo, que buscan diferenciarse de su competencia ofreciendo profesionalismo en el servicio, pues tienen como objetivo el seguir posicionándose como una cadena de hoteles lujosa que sobresale debido a su servicio: “Cualquiera puede vender habitaciones, vender comida, vender bebidas pero no todos lo harán como nosotros (Ritz Carlton), nosotros nos diferenciamos del resto por nuestro profesionalismo en el servicio.” Es pocas palabras, la Promesa de Calidad primordial del Ritz-Carlton es brindar un servicio en donde la comodidad y cuidado del huésped es lo primordial, y ser excelentes en ello. En base al compromiso que adoptan con respecto a la satisfacción de sus clientes se establece una Política de Calidad bajo las siguientes directrices: • Compromiso y Respeto: La cadena busca tener empleados que se diferencien de los demás hoteles, que no solo trabajen para ellos sino que se les unan y adopten la Cultura Organizacional propia, conociendo las metas en común e identificándose...
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...only one place I want to be: my room. As I walk in I try to avoid the clothes thrown all over like landmines in a battlefield. My room is the closest resemblance to me, someone who loves sports and music. I flop onto my bed staring up at the ceiling light covered in baseballs and basketballs. In one of the corners of the ceiling there is an ugly yellow stain the size of a football from my once leaky roof. My room has changed little since I was younger. Everywhere I look I see something to do with sports, mostly the Red Sox. Two red pin strips wrap around my white walls. As I sit on my bed tucked away in the right corner, I catch myself staring at a huge picture of Fenway Park hanging above my desk. To the right the infamous picture of Carlton Fisk waving his homerun right hangs over my closet. Dangling from a hanger on my closet is a retro New York Mets jersey signed by Mike Piazza that waits to be encased. Right next to my bed an oversized Red Sox logo sticks to the wall. The logo is almost bigger than the wall itself. A black and red “jet life hangs” over my head, probably the only thing that doesn’t have to do with sports in my room. My desk is littered with nickels, dimes, and pennies that I have tossed on it. There are clothes all over my desk; some folded others rolled up in balls that have been sitting there for days. The top of the desk is covered in filthy black hats with faded red CW logos on it. Dodge Viper, Corvette, and Porsche 911 model’s stretch across one...
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...2 Introduction For the opening of The Ritz-Carlton hotel in Washington D.C. the company once again aims to achieve an excellent standard of service quality. Their excellent service is one of the main strengths and the company highly values its employees, recognizing them as one of their most important resources. The following paper will provide a thorough analysis of the case using theories that could help the Ritz-Carlton deciding on how to achieve their usual standard. Best-fit elements in Ritz-Carlton Every company has its own environment, its context in which to try and make operations as successful and rewarding as possible. Different countries, sectors, systems and employee groups are all part of it (Boxall and Purcell, 2008), while there is an increasing awareness that human resources are of high importance to a company’s performance. Considering the people of a company being such an important resource, the challenge occurs to align human resources with the company’s strategy at best possible, in order to reach its goals. This best-fit theory includes a horizontal fit, meaning the fit between different HR practices in order to establish one coherent HR system. It also includes the vertical fit, meaning the alignment of the company’s strategy with the HR practices throughout the company (Delery, 1998). The Ritz-Carlton management aims to be excellent in what they do: providing excellent service, which as they say accidentally occurs in the hotel-business. The company...
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...Title Page Course – MKTG 6300 Fall 2007 Service Marketing Student Name: Maria E. Kobayashi Individual Case Analysis Individual Case Summary: Ritz – Carlton Hotels 1. Key issues Ritz – Carlton (RC) wants to be perceived as the premier luxury hotel, with differentiated and personalized service, high levels of guest retention and guest recovery rates, and low levels of service defect incidence. The group wants to achieve this goal by optimizing the balance between human relationships and the systems. Nevertheless, the systems and databases RC had in place at the time of the case do not deliver the level of information needed to reach their objective. Moreover, they do not allow for smooth interaction with the RC team, who are able to gather highly valuable information regarding customers’ preferences, dislikes, or potential problems experimented by the guests. 2. Recommendations First of all, the Encore system should be modified to include real-time updating of customers’ preferences and of potential problems the guests might have experimented during their stay. This should be standardized across all RC properties. Guest categorization should also be standardized and input into the system. This system should be available in a user-friendly way to any member of the RC staff in convenient locations. It should also include a common defect reporting module with the functionality to cross data between different locations. After all these processes...
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...Kota Marcell – Firasat Michael Buble – Home Naff - Isyarat Hati Nickle Back - Far Away Owl City - Vanilla Twight Pasto - Aku Pasti Kembali Richard Marx - Right Here Waiting Ridho Rhoma - Menunggu Rod Stewart - You Belong To Me Secondhand Serenade - Distance Secondhand Serenade - Your Call Seventen - Jaga Selalu Hatimu, Sheila On 7 - Pergi Untuk Mu Sheila On 7 - Tunggu Aq Di Jakarta Sheila On7 - Hingga Ujung Waktu So7 - Anugerah Terindah Yang Pernah Kumiliki Stinky - Mungkinkah Tahta - Aku Masih Disini Taylor Swift - Back To December The Ox - Bulan Yg Sama The Script - The Man Who Can't Be Moved The Virgin - Maaf Aku Mencintaimu Tiket - Walau Jarak Memisah Ungu - Percaya Padaku Utada Hikaru - Distance Vanessa Carlton - A Thousand Miles Viera – Kesepian Wali - Bang Toyib Zivilia -...
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...The 2009 Jakarta bombings paper 563 7/25/2016 Danielle Kelley The 2009 Jakarta bombings paper Introduction The Jakarta Marriot International and Ritz-Carlton Bombings were tragic events that took place. That left that many victims, business owners also first responders with physical wounds but also mental. These attacks have shown that strategies needed and should be required to help in the effort of the terror attacks as such. Therefore, they can help; all of the innocent parties involve dealing with this horrifying disaster in help with recovering from it. In this paper, it will discuss the matter like briefly describe the incident. Explain the viewpoints of local businesses regarding contingency planning. Evaluate the psychological effect of the terrorist incidents on local businesses. Assess how business leaders addressed the human impact of terrorist events also the conclusion. That will aid and express in this tragic matter. Briefly explanation On 2009, in Indonesia there was a terrorist attack done by suicide bombers at the JW Marriot and Ritz-Carlton hotels in Jakarta, the bombings struck five minutes apart from each other. Where nine victims killed and 50 others injured because of the blast. Both of the bombers had checked into both hotels a couple of days before the attack. The aftermath was horrible; the police later found bomb-making...
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...changing the culture was the feedbacks and feelings of the customers who used to have a type of contact with the employees. With changing the corporate culture, the Ritz-Carlton managers were not sure about if the customers would be satisfied or not. It was a risked challenge because of the type of customers the Ritz-Carlton hosts because they are very demanding and exacting. To maintain this new culture, the managers reinforce the knowledge of the employees about company values and service techniques. Employees constantly learn about the company values, during the 15-minute “lineup” sessions at each hotel property; this helps to maintain the company culture. Moreover, the new employees are selected according to their knowledge, their passion, their will to serve other people. The Ritz-Carlton only selects dedicated and motivated employees to represent the company cultures and values Question 3 A person with a friendly attitude and a positive outlook would be the happiest in the Ritz Carlton environment. Someone who is not afraid of change and is dedicated to making the customers happy. The new employees would best learn the culture of Ritz Carlton environment by going through the day-to-day rituals, interacting with other staff members and customers. I also happen to agree with the new Ritz Carlton approach, which is allowing their staff to communicate with customers in a more natural manner rather than the scripted one. The more time one spends in that working environment...
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...The Ritz-Carlton history dates back to 1983 when the Atlanta based Johnson company bought the North America rights to The Ritz Carlton. Ritz Carlton is a brand of luxury hotels and resorts with 80 properties located in major cities and resorts in 26 countries worldwide. In 1997 Marriott International purchased The Ritz Carlton which operated as a wholly owned subsidiary. The Ritz Carlton was a opening hotel in Washington D.C that will have multi-use facility. It is currently owned by Millenium Partners that valued at $225 million hospitality complex that includes three restaurants, 162 luxury condominiums, a 100,000 square foot Sports Club/LA s splash Spa and retail stores that had the latest designs from Italy along with 300 room hotel. In 1992 Ritz Carlton became the first hotel company to be recognized on winning the Malcolm Baldrige Nationality Quality Award and was recognized again in 1999. The CEO believed that Total quality management had something to do with. Later on Patrick Mene joined Ritz Carlton in 1990 as the corporate director of quality to coordinate and spearhead the company’s TQM program. Measurement of a TQM was a difficult barrier because industry does not have service quality benchmarks. The key service elements that were embraced by Ritz-Carlton Gold Standards were a credo, motto, 3 steps of service and 20 Ritz-Carlton Basics. The focus was to provide all key service requirements and most in recent times total quality management has become a focus in...
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...TERM PROJECT – FSM 2085 HOTEL FOOD & BEVERAGE OPERATIONS By Chia-Yi Liu Meng-Chieh Chan George Fisher Yihong Xu LinhDan Nguyen Johnson & Wales University Class Title and Number Term Date Matthew J. Samel Table of Contents Title page 1 Table of Contents 2 SECTION I Project Introduction 4 Explanation and Definition of Hotel Outlet 4 Explanation and Description of Sample Hotel’s Chosen 4 Summary and examples of what “others” have said about the Outlet 7 SECTION II Standardized Recipes, Converting and Costing 10 Introduction; The importance of Standardized HACCP Recipes and Cost Cards 10 Standardized HACCP Recipes 11 Cost Cards 21 Comparison of MMP and Selling Price 26 SECTION III Equipment & Cooking Methods 28 Introduction; The importance of Selecting Equipment & Cooking Methods 28 Equipment Needed to Produce and Serve 28 Cooking Methods and Techniques Used 30 ?? Outlet: Do the Selected Cooking Methods and Techniques Work? 30 & Suggestions for Improvements based on Outlet and Target Guest SECTION IV Ingredient Category Research 32 Introduction: Definition and Description of the Ingredient 32 Trends Associated with the Ingredient 33 Impact of the Trend on the Hotel, Foodservice, or Outlet. 34 SECTION V Purchasing Specification 36 Introduction: Define and Describe Purchasing Specifications 36 Purchasing...
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...Ritz-Carlton Hotel Co. and Supplement Case Study & Presentation The Ritz-Carlton Experience Service is very important aspect in doing business in the hospitality industry. Basically, the Ritz-Carlton is selling a service. They show their service philosophy to new employees on the first day of orientation “We are not is the hotel business. The hotel business is about selling rooms, selling food, selling the bar. We do these things incidentally, but our business is service. We charge for service. Our commitment to our customers is excellence in service. Service is our profession”(p. 13). Therefore, The Ritz-Carlton is not only selling rooms and food but also selling services combined with the products so customers can experience their stay at Ritz Carlton with a high-level standard of expectation. Respect given to employees is the key to success at the Ritz-Carlton. With the motto “We are Ladies and Gentlemen serving Ladies and Gentleman”, Schulze showed respect to his employees as they were ladies and gentlemen. He also created a good work environment based on mutual respect between employers and employees, as well as between employees and co-workers. His philosophy helped the Ritz-Carlton’s annual turnover rate stay at low 20%, compared with industry average of 100%. The number reflected his strategy was helpful. Besides that, the Gold Standards helped employees understand and comprehend the organization’s atmosphere. The standards...
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...Questions Relating to the Ritz Carlton Case Study 1. What is the essence of what the Ritz Carlton is selling? 2. How does the Ritz Carlton create Ladies & Gentlemen in only 7 days? 3. Should McBride change the 7 day countdown? 4. How would you experiment in this kind of business? 1. What is the essence of what the Ritz Carlton is selling? To its customers, The Ritz Carlton is selling Excellence; A quality driven package of unrivalled personal service, attention to detail, anticipation of and taking care of every need, and above all, respect. To treat every customer as a Lady or a Gentleman. When Patrick Mene joined The Ritz-Carlton in 1990 as the Chief Quality Officer, his primary mission was to integrate and prioritize the values and concepts of the Malcolm Baldrige National Quality Award criteria at all the company’s hotels around the world. MBNQA is presented annually by the President of the United States to organizations that demonstrate quality and performance excellence The “Baldrige Criteria for Performance Excellence” are listed as: • Leadership • Strategic planning • Customer and market focus • Measurement, analysis, and knowledge management • Human resource focus • Process management • Business/organizational performance results The Ritz-Carlton applied for and won the award again in 1999, becoming only the second American company to earn the distinction more than once. Leadership: The management of the organisation has a considerable...
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...Ritz Carlton Management Objectives & Goals Dwight Torres American Military University Abstract Ritz Carlton hotels are considered to be the leader in the luxury line of fine hotel accommodations. We will use online and offline references to explore and research how this came to be. We will consider the history, leadership, and management of the hotel brand in order to better understand their current position in the industry. In addition, we will focus on the employee recruitment process and the extensive training required to sustain the Gold Standard in this very competitive and sophisticated market. The Ritz Carlton’s Credo, Motto, and Three Basic Steps are the highlight of their success. Everyone at the Ritz is focused on ensuring his or her guests have a memorable experience. Keywords: Gold Standard, Credo, Motto, and Three Basic Steps In order to understand how the Ritz Carlton Hotel became known as a world-class hotel, first we must understand the history of the Ritz. Established by Cesar Ritz who was known in Europe as the "king of hoteliers and hotelier to kings", he redefined luxury accommodations with his management of The Ritz in Paris and the Carlton Hotel in London. Between 1905 and 1914, he and Auguste Escoffier opened several a la carte restaurants known as Ritz Carlton aboard well-known luxury ships. Unfortunately, as a result of World War I the Ritz Carlton chain or luxury restaurants ceased operating in 1914. Cesar Ritz died shortly after...
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...Quality at the Ritz-Carlton Hotel Company 1. In what way could the Ritz-Carlton monitor its success in achieving quality? The best way to monitor quality is taking surveys, survey could be used to collect data about customer’s experience. Also, management can keep an eye on the trends to see if there is a decrease or an increase in the number of customers served or if the hotel's popularity is getting low. An increase would show that customers are highly satisfied and that the hotel is doing a better job of meeting its expectations. The quality of internal operations can now be monitored based on the 19 processes that were studies, measured and quantified. 2. List and describe two non-financial measures Ritz-Carlton can use track customer satisfaction. The best measures of customer satisfaction is through the use of surveys. One useful measure would be comparing the percentages of new business and repeated business to prior years. If they notice there is less repeat business it would likely be the result of unsatisfied customers. 3. Why might it cost the Ritz-Carlton less to “do things right” the first time? There are high direct costs involved in fixing mistakes. Specially in the service industry, those mistakes can cause a huge loss of future revenue. When dealing with high-end clientele, they are likely to have fewer customers than a mid-level hotel. Therefore, the loss of just a few customers could cost them a lot. In this technology era, everyone is well connected...
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...our international market. This report will include the following information: · Star vs Diamond : The Diamond Rating Defined · Importance of Five Diamond and luxury branding in industry · Areas to be evaluated by Hotel Bienvenue to upgrade rating to Five Diamond · Expected Benefits to be obtained as result The Hotel Bienvenue has been respected for years as a Four Diamond hotel. Its recent drop in revenue and guest room nights has shown to be a cause for concern by the management team. This report will highlight the diamond rating system currently in place and also define the steps for us to rebrand as a Five Diamond resort, as well as discuss the benefits being received by current brands of same rating– in particular, The Ritz Carlton Reynolds Plantation - to maximize brand strength and revenue on a global scale. Star / Diamond Rating System: Mobil Company is responsible for the “star” rating whereas AAA (American Automotive Association) is home to the Diamond Rating system. Whereas both as credible, the standards are pretty much the same and the only difference is that AAA rates and has almost 3 times the amount in the portfolio of AAA which has most of Mobil’s properties listed on diamond tier ratings as well. Almost anywhere in the world you go today for travel, there is a report or website with feedback on the “rating system” of a hotel and its customer feedback. AAA (American Automotive Association) has defined a set of guidelines that allow a hotel or restaurant...
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...The Ritz-Carlton Case Study Columbia Southern University Providing exceptional customer service adds value to a company’s brand and builds lasting relationship between a consumer and a company. These relationship are vital to the growth of a company and stability of a company. The Ritz – Carlton, a luxury hotel brand, is known for providing exceptional customer service to its guest who stay at the hotel. The first class customer service the employee showcase is the reason this well-known luxury brand has been able to stop ahead of its competitors. Competitors have tried to achieve the level of customer service but have not been as successful as The Ritz - Carlton. According to Kotler (2012), The Ritz - Carlton philosophy is “We are Ladies and Gentlemen serving Ladies and Gentlemen”. Having this philosophy means The Ritz – Carlton not only care about the guest but their employees as well. If the employees feel valued as a person and not just a worker, then they will be able to provide the highest quality customer service to the guest. According to Kotler (2012), The Ritz-Carlton pledge is to provide the finest personal service and facilities to our guest who will always enjoy a warm, relaxed, yet refined ambiance. Employees of The Ritz-Carlton not only provide exceptional customer service but look exceptional by dressing formal in a morning coat and black or white tie. The key difference between The Ritz- Carlton and its competitors is the service training provided...
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