...in order to overcome the competitive challenges that they are facing today. Apart from achieving the strategic goals and objectives of an organization, human resource management (HRM) also plays a part in the output of a company performance as it lays down strategic decisions, policies, as well as systems, that may affect the most important asset in the organization, its employees (Armstrong, 2008, p.5). In this assignment, it will reference to Ritz Carlton that is one of the most successful organizations that have acknowledged their human resource (employees) as the most important asset to achieve goals and objectives. The focus on human resources into recruiting, selecting and development has aided them to achieve several worldwide recognition awards such as the gold standard of hospitality (The Ritz-Carlton Hotel Company, 2011). Recruitment and Selection Hellriegel and Slocum (2007, p.161) states that Ritz Carlton knows the type of employees they are looking for in every job position, and is careful to only employ those who display the skills and behavior required to accomplish the job. Ritz Carlton has always been successful in selecting and recruiting the most suitable talents to their organisations that will fit into their cultures, values and service standard that is crucial in maintaining or even heighten the standard of Ritz Carlton. With positions that require employees to be on the front line to interact and serve guests, it is of utmost importance that...
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...Explain how the Ritz Carlton's management objectives and goals allow the hotel properties to achieve superior service regardless of the workforce or culture of a country in which it operates its hotels. New! Drag and drop to rearrange your apps. Sign in to try it. Goals and objects are the building blocks to measure an organization’s success or failure. Goals express what an organization would like to achieve. For example, a company’s goal could be to process employee travel vouchers in a timely fashion. Objectives specifically demonstrate how the company will meet their goals. So, the objective for the company desiring to process travel vouchers in a timely fashion, the objective could be to process 80% of the travel vouchers within 5 days of receipt. Without detailed objectives, the overall goals could not be achieved. When travelers think of excellence and quality service in the hotel industry, Ritz-Carlton is one name that constantly stands out. The 2010 Most Engaged Customer’s study conducted by PeopleMetrics, found that 79% of Ritz-Carlton customers are loyal and are likely to continue using the Ritz-Carlton for their lodging needs. The Ritz- Carlton is at the top of their industry because of their customer service and excellence focused goals and objectives which are the epitome of the company’s credo (mission statement). Additionally, their mission statement is not just on paper but is being practiced daily. Their credo is “The Ritz-Carlton is a place where...
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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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... 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 of the company...
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...Table of Contents 1.0 Executive Summary 2 2.0 Introduction 3 3.0 Brief Description of the Company 4 4.0 Analysis of Customer Relationship Marketing Strategies 5 4.1 The Value Proposition of Ritz-Carlton 5 4.2 The Concept of Experience Economy 6 4.2.1 The "wow effect" of the Company 6 4.3 Four Tier Customer Pyramid 7 4.4 Customer Relationship Management 8 4.5 Customer Complaint and Gap Model 9 5.0 Conclusion 10 6.0 Recommendation 11 7.0 References 12 1.0 Executive Summary The purpose of this report is to analyze the relationship marketing strategies by selecting one service organisation from certain industry and suggest five recommendations for the service organisation to improve its relationship marketing strategies. The introduction of this report started with the introduction and brief description of organisation about the history, objectives, achievements and competitive advantage. The body of the report will be the analysis of the customer relationship marketing strategies of the organisation. This part will explain about the value proposition of the organisation, followed by the concept of the experience economy and development of "wow effect". After that, application of the four tier customer pyramid will be discussed and also analyze how the organisation conducts its customer relationship marketing to build a loyal customer base. At the end of the body part, the processes that the company handle its customer...
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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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...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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...Unit 5 Case Study – Question 1 pg 380 “The only problem the Ritz-Carlton faces, is continuous improvement, the goal of their company is to have customer satisfaction at 100%. If a guest’s experience does not meet expectations, the Ritz-Carlton risks losing that guest to competition” (Heizer & Render, 2011). Ritz was the initial hotel corporation to with the Malcolm Baldrige National Quality Award and only hotel company twice honored with this award from the Department of Commerce. Solitary method the business has put additional sense following it excellence labors is to systematize its workers into labor groups. Ritz-Carlton considers so as to a supplementary well-informed and knowledgeable member of staff is within a healthier point to formulate pronouncement in the unsurpassed concern of the institute. Ritz-Carlton encompass beyond hesitation believes each vicinity within process, they contain succeed countless awards. They hold recognized to ceaselessly obtain improved their fineness major attitudes, and they gratify their guests with the furthermost respect. This inn is absolutely on my listing of hotels to reside in. In categorize for this hotel to attain excellence, they require to congregate their prepared objective. A winning superiority course of action beginning by revenue of an managerial background that promotes superiority, leave following from side to side an considerate of the attitude of set, and after that good-looking personnel in the required performance...
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...SANDRA J. SUCHER STACY E. MCMANUS The Ritz-Carlton Hotel Company op yo The Master said, Govern the people by regulations, keep order among them by chastisements, and they will flee from you, and lose all self-respect. Govern them by moral force, keep order among them by ritual, and they will keep their self-respect and come to you of their own accord. — The Analects of Confucius tC James McBride, general manager of the new Ritz-Carlton in Washington, D.C., faced the largest challenge of his successful career. A proven veteran of the luxury hotel chain’s march across Asia, McBride’s most recent assignment was as the general manager of the 248-room Ritz-Carlton in Kuala Lumpur. Opened in 1998, the hotel was named “Best Hotel in Asia-Pacific” in the eighth Business Traveler Asia/Pacific magazine Travel Awards Subscribers’ Survey and, for two consecutive years, “Best Business Hotel in Malaysia” by Business Asia and Bloomberg Television.1 As Nikheel Advani, food and beverage services director for the Washington hotel, noted: “James is excellent—we have opened many hotels together. In the place where you didn’t think that it had a chance, he made it the best hotel. That’s his talent. That’s what he can do really well. It’s for the entrepreneurial person who wants to get involved and who thinks they can make a difference.” Do No But this was a new situation, even for McBride. For the first time, The Ritz-Carlton was opening a hotel that was part of...
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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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...Table of Contents Introduction 4 Core Concept – Organizational Culture 4 Core Concept – Motivation through Goal Setting 6 Core Concept – Quality Circles 7 Core Concept – Knowledge Management 8 Conclusion 8 Vanguard 9 The Ritz-Carlton 10 Gateway 11 Hewlett Packard 12 Microsoft 13 Dell 14 Ford 15 General Motors 16 References 18 Abstract Team C will contrast Intersect Investments with other companies who have shared like issues of transformation. In the overview, Intersect Investments has acknowledged a new vision to enhance the company and be competitive. Intersect Investments will try to meet the goals by creating new services and products by using the customer intimacy model. This model will assist in Intersect Investment improving customer satisfaction and increasing sales. In this paper, Team C will benchmark different organizations to provide guidance regarding the modifications needed to meet these goals. Introduction Intersect Investment Services is afforded the opportunity to company’s and benchmark successes from like similar companiesy’s and apply this insight to reach their goals and objectives. A mission statement represents the “reason” an organization exists, and an organization’s vision is a long-term goal that describes “what” an organization wants to become” (Kreitner & Kinicki, 2004). CEO Frank Jeffer’s decision to implement this vision has the makings to increase profit and regain the trust of the consumer base. This vision encompasses...
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...French Accent - How to Turn Customer Satisfaction into Profits and Growth by Vincent Grimaldi de Puget January 13, 2003 There are reasons to 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...
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...STRATEGIC HUMAN RESOURCE MANAGEMENT MANAGEMENT 5340 Fall 2011 EXECUTIVE MASTER OF BUSINESS ADMINISTRATION (EMBA) Shanghai Modern human resource management may be viewed as a process of acquisition, development, utilization, and maintenance of a human resource mix (people and positions) to achieve strategic organizational goals and objectives. The purpose of this course is to provide the student with an understanding of human resource management from theoretical, practical, and empirical viewpoints. Material will be presented and discussed from the perspective of the operating or line manager as well as the human resource specialist. Attention will be devoted to the various contexts of human resource management, basic techniques and methods, and the changing nature of managing human resources. More specifically, our concerns will include human resource and employment planning, employee recruitment and selection, training and development, performance planning and evaluation, compensation administration, organizational career management, structure of the human resource function, and the strategic role of human resource management. Objectives of the Course: During the course, the student will hopefully progress toward attainment of the following objectives: 1. Become familiar with the human resource management process (or HR value chain) and its key elements: a. Organization and human resource goals and strategies b. Human resource...
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...Reflection Essay: A Summary of Essential Learning Outcomes in BUSN601 - Global Management Perspective JC American Military University Reflection Essay: A Summary of Essential Learning Outcomes in BUSN601 - Global Management Perspective There were a number of learning outcomes for BUSN601: Global Management Perspective. The topics for this course included: * developing Porter’s Five-Forces Model in a global strategy; * assessment and integration of business functions in an organization; * formulation of essential components of the strategic management process; * assessment of target markets and forecasting of the components of the marketing mix; * assessment of the importance of market research in developing a global initiative * Integrate e-business applications into your overall global initiative. * Appraise how employment law constrains choices for the organization * Relate how regulatory law affects an organization's decisions * Identify and incorporate the key elements of contracts. * Assess the influence of different cultural perspectives on global business operations. * Argue the influence of regional trading organizations on business opportunities and constraints In the following I discuss in summary perspective the key takeaways from this course as well as learning objectives I did not meet. Integrate Porter's Five-Forces Model into developing a solid global strategy. Porter’s five forces model of competitive...
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...The main aim of this report is to provide a brief description of the hospitality industry in UK along with its size, scope and diversity in order to convince the panel of potential investors to invest in the hospitality industry. My management consultancy firm was asked to produce a formal report focussing on the foreign business people to help them to decide whether to invest or not in particular sector of the industry for the coming London 2012 Olympic games. It will provide them a brief description of different ownership styles, management styles as well as organisational structure of several different sectors of the hospitality industry. Moreover, it will also provide the detail analysis of current trends, issues and recent developments within the industry. There are different sectors in the hospitality industry like hotels, restaurants, clubs and bars, contract catering, casinos etc. The particular sector that I am going to focus is the accommodation sector i.e. hotel and I am presenting the ideas that i have generated while doing the research. INDEX PAGE Executive Summary…………………………………………2 Definition of hospitality industry……………………………4 Scale, scope and diversity…………………………………...5 Organisational Structure……………………………………..6 Contemporary issues…………………………………………7 Changes in last 20 years……………………………………...8 Current trends…………………………………………………9 Conclusion…………………………………………………….9 Bibliography………………………………………………….10 Definition of hospitality industry Hospitality industry is a...
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