The company had a formal strategic process that sets business directions. They give attention to employee performance, where, they were aggressively communicated thru their information technology and internalized at all levels of the organization. The employees were allowed to think and act independently with innovation for both internal and external benefit.
Formal, or maybe even dull and boring? Three words that the company hopes come to mind are exemplary customer service. Ritz-Carlton is committed to treating its guests like royalty.
And these ladies and gentleman of the Ritz have been trained in very detailed standards and specifications for treating customers. These standards were established more than a century ago by founders Caesar Ritz and August Escoffier.
Ritz employees are continually schooled in company lore and company values. And these values are the basis for all employee training and rewards. Nothing is left to chance when it comes to providing exemplary customer service. Although staff memebers are expected to be warm and caring, their behaviour towards guests had been extremely detailed and scripted.
That is why a new customer service philosophy implemented in mid was so different from what the Ritz had been doing before Do not tell employees how to make guests happy. Now they are expected to figure it out.
Howevery, under the new approach, staff members interactions with guests are more natural, relaxed, rather than sounding like they are reading lines from a book.Quality Management at the Ritz-Carlton Hotel Essay.
at the Ritz-Carlton Hotel The only problem the Ritz-Carlton faces, is continuous improvement, the goal of their company is to have customer satisfaction at %. Ritz Carlton 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.
Ritz Carlton-Hotel Company Essay Words | 6 Pages. to a hotel opening is currently used by The Ritz-Carlton Hotel Company as a state of the art blitz, to acclimate new employees to the principles and standards of hotel operations.
Ritz Carlton Essay Words | 23 Pages. Abstract: In Fall , Ritz-Carlton Hotel Co. became the first hotel company to win the Malcolm Baldrige National Quality Award. Ritz-Carlton implemented total quality management (TMQ) as a means of winning the award and improving its service.
In this essay, the expansion of the Ritz-Carlton Hotel has been analyzed by giving an example of its entry in China, the largest developing country in the world. Marketing Environment of China As for the markets entered, while China is a developing country not as rich as America and the most European countries, but the Ritz-Carlton Hotel did not .
Discuss the importance of the “wow stories” in maintaining top quality customer service for a luxury hotel like the Ritz- Carlton. In formatting your case analysis, do not use the question-and-answer format; instead, use an essay format with subheadings.