Ritz-Carlton Case Study

During the training, the new employees will learn a wide array skills and tips to create the loyalty and expectations our organization has. This will be done by learning interpersonal skills, adaptability, communication skills and professionalism. These skills will help them when they are interacting on the phone or in-person with customers. Not only does the training allows our employees to provide better service, it also allows them the opportunity to learn and grow at the same time. When the employees attend training, they

After 15 years has passed, the general manager decided to retire and decided to sell this magnificent place to a large American hotel chain that was somewhat similar to what they have experience with their hotel thus far. The new American chain hotel decided to keep all 700 employees and promoted a few people in different positions. One of the spots filled was an American man named John Becker. He was promoted to general manager over this hotel because of his prior experiences. The hotels that John previously worked at was underprivileged, and in horrible shape when John took over. Then later he made it a successful hotel.

A doorman can please the customer with a smile and a few words of welcome, but one surly waiter can kill the effect. Or if we keep an executive waiting in his suite in his underwear for his only suit to come back from a one-hour pressing, we could lose a lifetime customer worth hundreds of thousands of dollars. No hotel, however splendid, looks good to someone whose day it has ruined. For example, lodging manager usually work long and irregular hours including weekends, evenings and most public holidays, usually works indoors, and from an

As a group, we decided that the concerns of the Millennium Partners were valid. However, the successful track record of the Ritz-Carlton Hotel Company was undeniable. The seven-day process or seven-day countdown is a key element in the implementation of values of the company to the new employees. The philosophy has

• Potential resistance by hotel staff to new products and procedures. Kimpton had a low turnover rate. Their employees had been there for years and had become accustomed to doing things in a certain manner. For example, they stated “many cleaning staff

During the last three days of the Seven Day Countdown, employees get technical training from the department they will be working for. On these days, they learn the details that are involved in performing their jobs to the standards by the hotel and everyone is excepted to work under the production processes. The employees get to take their newly learned skills to the test and get dressed in full uniform to serve real customers. Members of the committee observe every trial fun, from the housekeepers to the restaurant and look for any flaws in their services.

As the human resource development partner and training manager, I was contacted by JetBlue to develop a detailed lesson plan for their newest addition to their family. JetBlue recently hired thirty new reservation agents to help with their growing business. A lesson plan is a detailed plan of action to guide the trainer throughout the process that intends to take the trainee from step A to Z. This plan must be developed in advanced so that the trainer is prepared for the information that must be taught including: the content to be taught; how much time is required for each lesson; what method will be used to teach the information; what type of training materials are needed; the location of the training; and how the training will be evaluated (Werner & DeSimone, 2012). Before the lesson plan can be developed, information is needed related to the organizational history of JetBlue along with the job responsibilities for the reservation agents.

In addition, with the rapid expending of the budget hotels, we had to shorter the managers’ training period, such as we used three or five months instead of one or two years. Hu Jianwei, the marketing director of Green-Tree-Inn Hotel said that this phenomenon looked like the general dead in the war, so the soldiers would be the leaders, and finally, this “Help the Young Shoots Grow” method would bring potential HR problems. (Guo Shanshan, 2008)

Hospitality Management is a difficult and competitive market, and any lack in customer service can result in defecting customers or the termination of a relationship between a customer and a service provider. In this paper we will look at Hilton a company that has continually ranked amongst the top ranking hotels and continues to improve. Hilton’s customer service ranks as one of the top hospitality providers in the United States. We will look at the history of how Hilton came to be the name brand it is today and some of their process the used to narrow the customer service gaps such as Hilton Honors, the Hiltons Reservation Customer Care, and RESMAX. We will look at how they look at how Hilton manages the customer expectations through the use of employee training and their decreased the customer service gap through employee retention. We will also look as how Hilton co-partnered with Citibank in order to offer its Hilton Honors member additional benefits in order to keep in line with the customer service that the customers have come to expect.

A training program that is well-designed is proven to achieve maximum results and meet the training needs identified during a training needs analysis. A well-executed training program will increase overall productivity and provide the knowledge, skills, and attitudes the employees need to perform successfully. This paper presents considerations for the design of a two-phase training program for existing employees – a two (2) day program, which covers the training needs to move the company in the right direction.

Ritz-Carlton motivating and rewarding their employees, who have exceededtheir expectations, surpassed the highest goal with The Ritz-Carlton IncentiveAwards. Furthermore, managers give out the Gold Standard Coupons tothose employees who are ‘caught’ meeting the hotel standards for quality.These coupons can be exchanged for weekend accommodations at the hotel

COUNTDOWN is a store where people can buy diverse things from various scope, which fuses articles of clothing, medication store, essential supply and there is unmistakable section for alcoholic things.

COUNTDOWN is a store where people can buy diverse things from various scope, which fuses articles of clothing, medication store, essential supply and there is unmistakable section for alcoholic things.

9:00 to 10:00, the hotel standards will be explain such as values, visions and history moreover a review of the policies and procedures of the establishments will be explained such as in case of fire what is the procedure and also the expectation of the hotel from the employees.

As the Director of Sales & Marketing at the Al Manshar Rotana Hotel in Kuwait, it has been my duty and my pleasure to have passed through a cross-exposure training regimen in order to familiarize myself to the professional and fiduciary duties and responsibilities of every department. As a candidate for the position of Executive Assistant Manager (EAM) at the hotel, I fully understand the importance and experiential value of those in executive management positions becoming familiar with the operation of this hotel in every facet, from the Engineering Department to the Housekeeping Department, and all departments in between. I look forward to learning more as time goes on, and to cooperating with each of the departments in the Al Manshar Rotana Hotel. Through my promotion to EAM I will seamlessly embrace additional responsibilities and will be a great benefit to the property as a whole. Ultimately, I will work hard to ensure the most pleasant, comfortable and enjoyable stay for our guests, along with maintaining the workplace satisfaction and productivity of all employees.