This website uses cookies to ensure you have the best experience. Learn more

Ritz Carlton Management Objectives Essay

1271 words - 6 pages

Ritz Carlton Management Objectives & Goals
Dwight Torres
American Military University

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 ...view middle of the document...

However, due to the stock market crash in 1929 and the Great Depression that followed many of the luxury hotels began to suffer financially.
By 1952 the only hotel left standing in the United States under the Ritz brand was the hotel in Boston. The Philadelphia location was converted into an office building, the Atlantic City location was eventually sold to Shine Hotels in the 1940’s, and the Manhattan New York location was demolished in 1951. It wasn’t long before Gerald F. Blakely Jr. showed interest in the brand and cleared some legal hurdles and finally purchased the conglomerate in 1964 for 3.8 million dollars. In the later parts of the 1960’s Blakely gained the rights to the Ritz Carlton name, legal trademark, and US registration. He owned the luxury brand between 1964 and 1983. Blakely said, “Out of the 20 years I owned it, it made money three years. The other years it broke even, but from a public relations standpoint for CC&F, it was a tremendous asset”.
In 1983 Blakely sold the rights and US trademark to a developer William B. Johnson for 75.5 million dollars. By 1988 Johnson had obtained exclusive rights to the Ritz brand throughout the world. Since then there have been many investors and developers who contributed to the growth of the luxury brand hotels in the United States and around the world. However, under the leadership and vision of President and COO Horst Schulze the company grew to become recognized as the industry leader in hospitality and service. He coined the companies Motto "We are Ladies and Gentlemen Serving Ladies and Gentlemen". Since then the Ritz Carlton has grown to over 40 locations in the United States and several others around the world. They employ over 30,000 employees who continue to share the vision and goal to be the Gold Standard in luxury hotel accommodations.
Today the Ritz Carlton is lead by President and Chief Operations Officer is Herve Humler who along with 13 executives make up the corporate steering committee and Senior Quality-Management Team. However, the Ritz Carlton difference starts with the way employees are recruited and subsequently hired. They go through a long and careful interview process known as the Quality Selection Process (QSP). This process establishes a behavioral profile. Profiles that highlight applicants who are more inclined to be empathic, are intuitive, and are customer service oriented. After which, they go through a two day orientation focusing on the corporate culture. Followed by extensive on the job training and certification. The 250 hours of training is a collaborative effort across the spectrum of leadership. Managers and senior level executives are involved in every aspect of an employees training and mentorship. Ritz Carlton’s Credo, Motto, and Three Service Steps...

Other Papers Like Ritz Carlton Management Objectives

Ritz Carton Essay

1583 words - 7 pages . Defenses for Not Extending the 7-Day Countdown Point #1: Industry Expert Millennium is not a property management company; they are a property development company. They should leave property management training in the hands of those who have experience in it. Evidence: Millennium selected Ritz-Carlton because of the fact that they have a high standard in regards to customer service. Also elaborate on awards (Malcolm Baldrige

The 2009 Jakarta Bombings Paper

1433 words - 6 pages management plans to prepare society better on techniques to guard against attacks, and on how to effectively respond and recover, the attacks did not stop. On July 17, 2009, suicide bombers bombed the Ritz Carlton and Marriott Hotels. Although that had robust security, security efforts still fell short, and bombers were able to set off explosives. Although the security was tight with surveillance cameras, and strict screenings, nine people lost their

Quantifying The Contributions Of Human Resources Management To Overall Organizational Effectiveness. (How Human Resources Can Contribute In Creating A Competitive Advantage For The Company.)

1051 words - 5 pages organizational goals, by monitoring the performance of specific functions over time. This method was developed by David Kaplan and Robert Norton and outlined in their 1996 book, "The Balanced Scorecard". (Balanced Scorecard, 2008).One company that has used such an approach is the Ritz-Carlton hotels. As part of the "Internal Business Process" part of their scorecard, the hotel chain conducts daily and monthly performance reviews, an HR activity, to help

Site Inspection for Event Planning

1292 words - 6 pages held at The Ritz-Carlton Grande Lakes Hotel, in Orlando, Florida. For guests who will be traveling to the wedding, by way of the airport, will have the option of using the hotels airport shuttle at a cost of $45 roundtrip. The distance from the Orlando International Airport to the hotel is approximately 12.2 miles, estimating 17 minutes in travel time. Area attractions, such as theme parks are located within a 15 mile distance, estimating a 20

The Hospitality Industry

3102 words - 13 pages Ritz Carlton Hotel “The Ritz--Carlton Hotel Company, L.L.C. was established in 1983 with the purchase of the Ritz-Carlton, Boston and the rights to the name "Ritz-Carlton". The standards of service, dining and facilities of this Boston landmark serve as a benchmark for all Ritz-Carlton Hotel and resorts worldwide.” (Case Study of Ritz Carlton) Ritz Carlton is one of the best hotels in the world. Training is also one of the important employee

Starbucks Challenge

4229 words - 17 pages . The management of the Portman Ritz-Carlton in Shanghai put these awards down to their ability to change the culture of their organisation in order to meet guest’s needs. “Understanding what luxury service standards are determines what kind of competencies are required to deliver that level of service. This is then followed by selecting and training people in these competencies,” says Lawrence Chi, director of HR at the hotel. A key to building a

Marketing Plan

5437 words - 22 pages /integration strategies; more focused products and services, more consumer-oriented strategies, product line management, and increased reliance on institutional differentiation, public relations, and physician-centered marketing. The luxury hotel and resort industry is highly competitive. However, the Ritz-Carlton, which the Ambassador is modeled after, earned highest honors as the most prestigious brand in its segments. The Ritz-Carlton

Management Accounting

1339 words - 6 pages exam Chapter 6 Cost/Volume/Profit E 6-4, 5, 7, 8, 12 Video – Dell #2 Feb 24 Chapter 7 Variable Costing E7-1, 4, 5, P 7-17 Chapter 8 Activity Based Costing E 8-2, 4, 5, 7 Mar 3 Chapter 9 Profit Planning E 9-1, 2, 3, P 9-20, Video – Ritz Carlton #1 P 9-22* Mar 1 Mid-point of semester – Last day to drop to receive a W Mar 10 Spring Break – No class Mar 17 Chapter 10 Flexible Budgets E 10-1, 4, 6

Management Assignment

2149 words - 9 pages peculiar to the firm or due to changes in the general environment. Critically assess all of the factors behind Portman Ritz-Carlton’s success and explain why they have been able to bring forth such a level of success. The key successful factor behind Portman Ritz-Carlton is the people. The general manager of the hotel has said that their priority is taking care of their people. They always keep their promises to the employees every day. The

Workplace Supervision

1882 words - 8 pages they are selling is better than the next brand, but because they sell you that product with an extra something that you really makes you feel good and makes you want to keep coming back to buy from them. If customer service wasn’t so important then why do companies like Chic-fi-la, Starbucks, Ritz Carlton & Apple spend millions of dollars to make sure that their employees are well trained in their customer service model approach, because it is very

Study Of Organizational Behaviour Change

1464 words - 6 pages the Marriott, JW Marriott, Renaissance, Bulgari, The Ritz-Carlton, Courtyard, Residence Inn, SpringHill Suites, Towne Place Suites, and Fairfield Inn brand names; develops and operates vacation ownership resorts under the Marriott Vacation Club International, Horizons, The Ritz-Carlton Club and Marriott Grand Residence Club brands; operates Marriott Executive Apartments; provides furnished corporate housing through its Marriott ExecuStay division

Related Essays

Ritz Carlton Essay

2968 words - 12 pages 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

Southwest Essay

2856 words - 12 pages Excellence 5 第十五屆決策分析研討會 4. Qualifier to Business Excellence In literature, the Ritz-Carlton hotel by Horst Schulze and his time decided to personally take change of managing of quality for the fundamental in 1983. The upper management participation of Horst Schulze and his team ranged across a broad spectrum, but most significant activities consist of defining the traits of all company products which are set out in Credo and training the Credo

The Ritz Carlton Case Essay

3388 words - 14 pages 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 follows the practices of Total Quality Management (TQM) while focusing on guidelines of the Malcolm Baldrige National Quality Award as well as establishing Service Quality Indicators. Aspects that they focus on are the cost of poor quality, continuous improvement, quality planning

Ritz Carlton’s Human Resource Management Practices And Work Culture

1801 words - 8 pages University Centre “César Ritz“ Ritz-Carlton’s Human Resource Management Practices and Work Culture Submitted on Wednesday, 10th December 2008 by: 182538 182520 182515 Word Count: 1.575 Submitted to: Mr G. Cocker MGT 351 Organizational Behaviour Executive Summary: • The first Ritz-Carlton opened in 1898 in Paris and since then a lot of changes took place which