Ritz Carlton Case Study

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Introduction to the Company
The Ritz-Carlton Hotel Company is one of the premier hotel management companies in the world today. Their goal of providing world-class service to its guests is rooted in tradition.
The Ritz-Carlton tradition begins in the early 1900s in Europe. Caesar Ritz a well-known hotelier transformed the Ritz Paris and the Carlton in London into the redefined standard of luxury hotels in the early 1900s. Caesar Ritz died in 1918 but his wife continued the expansion of hotels bearing his name (http://corporate.ritzcarlton.com/en/About/OurHistory.htm).
The first American Ritz-Carlton opened its doors May 19, 1927 as the Ritz-Carlton Boston. Edward N. Wyner a local Boston businessman had initially started
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Obert, Global Officer of Worldwide Operations Bob Kharazmi, and CIO Barry Shuler http://corporate.ritzcarlton.com/en/Press/FactSheet.htm). Each area in which the hotel has a presence is also equipped with a regional director of public relations and an area communications manager, as well as a General Manager for each location (http://corporate.ritzcarlton.com/en/Press/Default.htm).
There are over 28 different service areas within the hotel chain ranging from things like Food and Beverage and Housekeeping to Brand Management and Healthcare Services. One of the most amazing things about the Ritz Carlton’s organizational structure is how involved each and every employee is with the guest’s experience. In every functional area of the hotel there is a lineup each morning. In this lineup the department meets and the associates who are going off duty explains the guest situations and requests to the employees who are coming onto a shift. The front line employees are required to fill out guest preference cards for guests who make comments about things that they like or dislike while staying at a hotel. These notes are then given to the Guest Recognition Coordinator who would then enter them into the Encore software system.
Strategic Goals
The strategic goal of the Ritz Carlton is to build seamless customer-driven service systems that would anticipate a guest’s needs and preferences, and at the same time

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