...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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...Darlene Gayle D. July 18, 2014 BSIE 4 – 3 Ritz-Carlton Case Study Introduction Nowadays, many business trips held in hotel and resorts, many tourists spend their nights in prestigious luxury hotels to have one of a kind experience and it can be traveler or family affair. In service industry, one that tops the list is Ritz-Carlton Hotel Company, world-renowned for being premier provider of luxury lifestyle experience. Ritz-Carlton is the leading brand of luxury hotels and resorts with 84 properties located in major cities and resorts in 26 countries worldwide. Making it to the top and the only service company in America that has won Malcolm Baldrige National Quality Award not only once but twice. Its legacy continues and in 1997, Marriott International purchased The Ritz-Carlton which operated as a wholly owned subsidiary. When it comes to style, quality and unsurpassed service, the Ritz-Carlton Hotel Company has set the Gold Standards in giving their highest level customers satisfaction. It is compromised by five elements: “The Credo,” “The Motto,” “Three Steps of Service,” “The 6th Diamond,” and “Employee Promise.” Their reputation for going above and beyond their customers’ expectations and cultivation brand loyalty has made devotees of their service model in the hospitality industry and beyond. It’s simply their motto “We are Ladies and Gentlemen serving Ladies and Gentlemen,” suits their legendary customer service. Discussion Questions: 1...
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...to ensure quality • Advantages are high customer and employee satisfaction • Disadvantages are the lack of individuality and high costs • Training reduction would support employees individuality Table of Content: Introduction - 4 - Short Historical Overview - 4 - Ritz-Carlton’s Training Methods - 5 - Advantages and Disadvantages of Ritz-Carltons’ Training Methods - 7 - Conclusion - 9 - Reference-List - 10 - Introduction: Ritz-Carlton, belonging today to Marriott, implemented a lot of different training strategies during the last 30 years which led the company to success with increasing customer satisfaction, lower employee turnover and even winning prices for their training. The Case-Study “Ritz-Carlton’s Human Resource Management Practices and Work Culture” introduces exactly these training methods and focuses on the advantages, but disregards the disadvantages which could have a huge impact on the future success of the company. With this report we want to point out these training methods, both sides of the medal with advantages and disadvantages and come at the end to a realistic approach for a solution. Short Historical Overview: The history of the Ritz-Carlton Hotel goes back to 1898 when Cesar Ritz, a Swiss hotelier, founded...
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...The Ritz-Carlton Case Study Few brands attain such a high standard of customer service as the luxury hotel, The Ritz-Carlton. The Ritz-Carlton dates back to the early 20th century and the original Ritz-Carlton Boston, which revolutionized the way US travelers viewed and experienced customer service and luxury in a hotel. The Ritz-Carlton Boston was the first of its kind to provide guests with a private bath in each guest room, fresh flowers throughout the hotel, and an entire staff dressed in formal white tie, black tie, or morning coat attire. In 1983, hotelier Horst Schulze and a four-person development team acquired the rights to the Ritz-Carlton name and created the Ritz-Carlton concept as it is known today: a company-wide concentration on both the personal and functional side of service. The five-star hotel provides impeccable facilities but also takes customer service extremely seriously. Its credo is, “We are Ladies and Gentlemen serving ladies and Gentlemen.” According to the company’s Web site, the Ritz-Carlton “pledge(s) to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambience.” The Ritz-Carlton fulfills this promise by providing peccable training for its employees and executing its Three Steps of Service and 12 Service Values. The Three Steps of Service state that employees must use a warm sincere greeting always using the guest’s name, anticipate and fulfill each guest’s needs, and...
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...Assalamualaikum and a very good morning to all of you. Hunchback, chronic disease and slow around this age. You want to experience all the cases that I mentioned. Of cause not, right? Everybody wants to live healthily, be beautiful and good looking to other people. So to achieve this goals, I come out with a solution which is exercise. Okay everybody, are you the one who will always hit the track to spend your evening? Or you rather choose to lay down on your bed after full day in the class. Ladies and gentlemen, sedentary lifestyle or inactivity is described by Department of Health as a ‘silent killer’. Evidence is emerging that sedentary behaviour such as sitting or lying down for long periods is bad to your health. From my experience, I have ever experience of having asthma disease ever, since form 1 until form 5 because I am not active in sport during my secondary school. So ladies and gentlemen, today I would like to give a speech about the benefits of exercise. Specifically the benefits of exercise are can promote better physical appearance and boost your brain power. I. There are three types of physical appearance that will improve if you do some physical exercise frequently which are improve your body posture, tone your muscle and make your skin more radiant and become smoother. A. Firstly, exercise can improve your body posture. 1. Annie Appleby’s story is a good example to prove that exercise can improve our body posture. a. Annie was a 45 years...
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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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...“THE CHALLENGES OF LEADERSHIP IN POST- CONFLICT AFRICA: THE CASE OF LIBERIA.” BY HER EXCELLENCY ELLEN JOHNSON SIRLEAF PRESIDENT OF THE REPUBLIC OF LIBERIA AT THE INTERNATIONAL INSTITUTE FOR STRATEGIC STUDIES, LONDON, MAY 31, 2006 Mr. Chairman Distinguished Ladies and Gentlemen: Let me begin by thanking the distinguished Governing Board, the membership and the staff of your Institute for this invitation to dialogue with you and, by so doing, join the array of other world leaders who have addressed this body. I will also use this opportunity to express thanks and appreciation to the British public for keeping faith with us as a people by way of the immutable public broadcasting body, the British Broadcasting Corporation (BBC), which over the past several years played no small role in bringing the plight of our people and country to the attention of a global audience. Today, I invite you and the rest of the good people of this great country to join us in savoring the dawn of a new dispensation in my country – one that embodies the hopes and aspirations of the majority of Liberians. I am confident that my Government can also count on the support of the Government and people of this country to see us through our journey toward achieving national renewal after decades of conflict. Academic studies on the evolution of leadership in Africa take note of the fact that the liberation leaders of the continent were nationalistic, selfless and visionary—leaders who put...
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...第十五屆決策分析研討會 The Malcolm Baldrige National Quality Award Case Study: Ritz-Carlton Hotel Company, L.L.C. Chakrit Chansukko William Firman Ha Tuan Anh Abstract The Malcolm Baldrige National Quality Award framework is probably the best-known excellence award model, and the world’s most widely used excellence framework for self-assessment. The criteria are designed to help organizations improve their competitiveness by focusing on two goals: continually delivering improved value to customers, and improving overall organizational performance. Our final project concentrates on Ritz-Carlton Hotel Company, which receives the Malcolm Baldrige National Quality Award in the service category. The Ritz-Carlton Hotel Company manages thirty six luxury hotels in North America, Europe, Asia, Australia, the Middle East, Africa, and the Caribbean. All have received four- or five-star ratings from the Mobil Travel Guide and diamond ratings from the American Automobile Association. The Ritz-Carlton company has received all the major awards the hospitality industry and leading consumer organizations can bestow. It is the first and only hotel company twice honored with the Malcolm Baldrige National Quality Award from the United States Department of Commerce. The Ritz-Carlton method is close attention to performance data collection and a broad educational platform to deliver the findings. In this report, we will study deeply about The Ritz-Carlton Company, the external and internal performance...
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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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...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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...MIA ICS Case Writing Group Case Study No. 3 WHY DON’T WE SELL THE CLUB? By Hur Tze Huan CA(M), FCMA(UK), CFP, MBA(UKM), Cert. Trainer The Club Releks Golf & Country Club (the Club) was one of the few members’ clubs in Malaysia. Its 4,000 plus members not only enjoyed golfing and other recreational activities of the Club, they were also each a part owner of the Club’s assets, including the land. The Club’s 36-hole course sat on 300 acres of prime land surrounded by residential and shop-office properties. In addition, the Club had accumulated a cash reserve of RM10 million over the years. This was placed in fixed deposits at several local banks. The organization structure of the Club was just like any other club or association. The President, Vice President, Honorary Secretary, Honorary Treasurer and 8 committee members made up the decision-making inner circle, called the General Committee (the GC). The GC was the equivalent to the board of directors of a company. The biannually elected GC members served on honorary basis. The Club operated on an annual budget of over RM10 million. The operation of the Club was complex. It employed a work force of more than hundred persons to run the day-to-day activities. The work force was headed by the General Manager (GM). Under him there were 11 functional departmental managers or executives. The departments were finance, food and beverages (F&B), golf operation, course maintenance, membership, administration &...
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...believe that the cause of the backlash against capitalism-as-we-know-it is deeper than the robber baron scandals that have occupied the front pages in recent months. There is growing evidence that we are witnessing a shift away from blind consumerism, and marketers can do something to smooth the transition. The bottom-line pressure of always delivering more earnings – more than the previous quarter and year – can lead to misallocation of resources in the long term. Seeking to grow is fundamentally a good objective if the underlying economics can support it -- meaning productivity improvements and technological breakthroughs -- and if the expectations of customers, as human beings, keep being satisfied. Unfortunately, it is not always the case. In some markets, such as the US and the UK, the pharmacy, restaurant, and video store businesses, for instance, have largely consolidated from mom-and-pop shops to large standardized chains. Economically, consolidation seems to make sense since it initially brought customers a broader choice at lower prices thanks to economies of scale; and sometimes a predictably good customer experience, e.g., McDonald's and Burger King, Barnes & Noble and Borders, and Starbucks. Too often, however, consolidation meant that unmotivated, low-wage workers replaced devoted shop-owners; ignorance replaced knowledge and know-how; and assembly-line processes -- cadenced by injunctions such as "next in line" and "proceed to the exit" -- replaced the humanity...
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...Biodiversity is one issue to which I attach the greatest importance and that we have to tackle with urgency. Not only we have a moral obligation but it will be significant for our contribution to the next Copenhagen conference on Climate Change at the end of this year. To protect biodiversity is one of today's great challenges. Over the last four and a half years, the European Commission has been at the forefront of the fight against climate change. This is an area where Europe can be justifiably proud of its role as a world leader. And it is an area where we cannot afford to fail. The success of our climate change policy will also be measured by the success of our efforts in stopping the loss of biodiversity. These issues – like so many of the challenges that we face – are irrevocably interrelated, just as the link with energy and energy security has helped to develop our understanding of the importance of climate change. The loss of biodiversity is a global threat that is just as important as global warming. It threatens our natural environment and thus, the quality of our life. But biodiversity underpins also our economies. It is not therefore only because of the love of nature or a vision for our environment that we should keep biodiversity on the political agenda. Efforts made by this Commission have concentrated on our ambitious target: to put a stop to the loss of biodiversity in Europe by 2010. For that, we must implement existing legislation such as the Birds and Habitats...
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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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...Japan. By Nwokwu Mathew A delegate from Federal Republic of Nigeria National Open University of Nigeria (NOUN) Department of Criminology and Security Studies Special Study Centre for the Nigerian Navy, Apapa Lagos Nigeria West African Sub-Region. Your Excellency: The President of the International Society of Criminology (ISC) The Organizing Committee and Local Arrangement Committee The Japan Federation of Criminological Associations (JFCA), The Cooperating Organizations and Other Assistants, whose efforts have made this event a success, Officials from the United Nations and Council of Europe present; Criminologists all over the world present; Let me also acknowledge the presence of my brother, my father, my friend, mentor and my sponsor, Dr. Boniface Afifia-Oru, who is one of the frontiers of Socio-Economic development in Africa, the author of ‘Dynamics of Credit Economic System in Africa, a technocrat, Sir, you are now a kinsman of International Society for Criminology, Ladies and Gentlemen. It is great to come to the original abode of immortal beings. As a young man I am very curious to read about the legend that in 219 BC, Emperor Shih Huang-Ti sent 3,000 young boys and girls to your Island to bring back the herb of immortality. The young boys and girls did not return to China but remained and populated Japan. In my case, my sponsor came along with me to make sure that I return to my country Nigeria. First and foremost, let me express my deepest condolence on behalf of...
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