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

The Ritz Carlton Case Essay

3388 words - 14 pages

 

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 ...view middle of the document...

It is a very strict process, searching for the highest quality of human resources concerning talent and motivation, while simultaneously searching for people that seem to fit the company’s culture. Speaking of best-fit practices, aligning the strategy towards becoming an excellent service provider with HR practices, they are showing that similar behavior works in both directions. While in the recruitment
  3
 

phase, they treat applicants following the standards at Ritz-Carlton, considering them as potential guests. Management shows respects and gratitude during the recruitment process and is building relationships with its employees – as they try to do with guests – through pre-employment callbacks. What they create is an attitude according to the motto ‘what you give is what you will get in return’ by respecting employees, treating them very well, asking them for feedback, providing them with career advancement options and showing recognition for their work by giving rewards. In other words, the company treats them like ladies and gentlemen while they are expected to act like ladies and gentlemen towards guests at the same time, following the motto ‘We are Ladies and Gentlemen serving Ladies and Gentlemen’ (Sucher & Mcmanus, 2005, p.12). Work motivation As mentioned above, the Ritz-Carlton president and COO, Schulze, wants the RitzCarlton to focus on total quality management (TQM) while simultaneously emphasizing the importance of human resources (Sucher & Mcmanus, 2005, p. 5). This presents a challenging issue, since TQM usually hinders the process of how to motivate employees which is the main focus of human resources. The main focus of the Ritz-Carlton when discussing the topic human resources is the purpose their employees need to have when doing their job. “An employee is a human being who doesn’t only fulfill a function but should also have a purpose” (Sucher & Mcmanus, 2005, p. 5). When having a purpose, people are more likely to enjoy their work and know why they are doing their job. Therefore, The Ritz-Carlton wants to recruit employees based on their brains, hearts and souls (Sucher&Mcmanus, 2005, p. 6). In the self-determination theory this is called intrinsic motivation (Grant & Shin, 2011). Intrinsic motivation is ‘a desire to act based on interest and enjoyment on the work itself’ (Grant & Shin, 2011, p. 16). When employees are fulfilled in three psychological needs (autonomy, competence and relatedness), they are more likely to be intrinsically motivated and internalize external goals and objectives (Grant & Shin, 2011). This purpose is created in different ways. In the orientation phase and the first day of the Seven Day Countdown the first exercise is to teach the core values of RitzCarlton. The main opinion is that you can only change people in the first phase of the orientation process because then they are still open-minded and sensitive for changes.


 

4
 

By focusing on the values they hope that...

Other Papers Like The Ritz-Carlton Case

Ritz Carton Essay

1583 words - 7 pages 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

Southwest Essay

2856 words - 12 pages 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

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

Starbucks Challenge

4229 words - 17 pages culture, as did star customer advocate Horst Schulze, the long time president of the | | |Ritz-Carlton who recently stepped down. | | |"It is perfectly feasible | | |to reconcile bottom-line imperatives

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

Marketing Management Case Studies

2872 words - 12 pages the company isnt settling for a poorly trained staff to take advantage of a growth opportunity. It is important for a business to know that when the company interests shift from quality to quantity the business is probably growing too fast which could result in lost customers. Chapter 13 Case Study 1 1. How does The Ritz-Carlton match up to competitive hotels? What are the key differences? The Ritz-Carlton hotels doesn't necessarily match up

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

The 2009 Jakarta Bombings Paper

1433 words - 6 pages 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

RE:galantina

1330 words - 6 pages  La Rotonda. Nearer the shore, there is a small fourth island, Isca, and finally, midway between Li Galli and Isca, there is a prominent rocky outcropping that juts above the water, Vetara. Ritz-Carlton Shanghai, Pudong, China The Ritz-Carlton Hotel Company, L.L.C. is the parent company to the luxury hotel chain, The Ritz-Carlton Hotels. Ritz-Carlton operates 84 luxury hotels and resorts in major cities and resorts

Porter's Model Global Hotel Industry

282 words - 2 pages the market has caused an overrated expansion on the capacity and strength of the leaders. Supplier Power is low because: • There are different categories of suppliers of products and services in the hotel market supply market so they are segmented and don’t have much power by themselves. • However they have a strong and good relationship with the hotels (ex. Ritz Carlton alliance with Bulgari) and this helps the Hotels to gain Competitive

Marketing Plan

5437 words - 22 pages , but are not limited to, tourism, restaurants, hotels, resorts, spas, etc. While revenue fell by 3.4% from $9.7 billion in 2008 to $9.4 billion in 2009, the market is expected to rebound by 2013 as economic recession eases. In fact, the luxury hotel and resort industry growth and occupancy rates have generally been higher than the average during this time. The Ritz-Carlton, in particular, which consists of over 100 hotels and 10 resorts in 24

Related Essays

Ritz Carlton Case Essay

382 words - 2 pages 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

Ritz Carlton Essay

2968 words - 12 pages updated daily with the progress of the case and get a clear answer at the end. Besides, Ritz-Carlton Hotel also should develop and improve the CRM program or implement a new system to balance the usage with the CLASS system. Although the CRM program is useful to operate efficiently and effectively, employees should be encouraged to not ever depend on it. On the other hand, Ritz-Carlton Hotel should solve the problem of having a communication gap

Ritz Carlton Management Objectives Essay

1271 words - 6 pages %20ritz%20carlton%20case%20study%20.pdf Ritz Carlton Case Study (POWERPOINT) http://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=8&ved=0CFgQFjAH&url=http%3A%2F%2Frwwfoo.wikispaces.com%2Ffile%2Fview%2FRitz%2BCarlton%2BCase%2BStudy.ppt&ei=0AyJUseHD_Si4AOE74CYBw&usg=AFQjCNFS3x5zJD3VBYby83V_TjCaePxywA&bvm=bv.56643336,d.dmg The Ritz Carlton Hotel Company L.L.C., 1999 Application Summary http://www.baldrige.nist.gov/PDF_files/RCHC_Application_Summary.pdf

Ritz Carlton’s Human Resource Management Practices And Work Culture

1801 words - 8 pages 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