Ritz Carlton Case Study

The Ritz Carlton’s mission statement is: “The Ritz Carlton Hotel is a place where the genuine care and comfort of our guests is our highest mission. We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed yet refined ambiance. The Ritz Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests” (Application Summary, 1999). Regardless of location, objectives goals and standards remain the same throughout the company. No matter where you travel people are expected to have their basic needs met and then some. They are expected to be treated with respect by the employees and vice versa.

First of all, nowadays, customers’ requirements are changing very rapidly and diversified much. So I think extending the seven day countdown means investing in long standing excellence in areas such as employee orientation and customer oriented training resulting in increased customer engagement and satisfaction. By lengthening training session, The Ritz-Carlton hotel can meet with customers’ requirements with flawless services.

Renaissance Hotels and Resorts: Target market: Quality-tier full-service brand providing guests with the ambiance of

The newly appointed General Manger that was set to run the grand opening and the entire hotel operation in DC was James McBride. Upon taking the job, McBride was faced with pressures from Millennium concerning Ritz-Carlton’s employee training methods for the hotel’s grand opening. Millennium’s main reason for concern was that the seven-day training process might not be enough time to train their employees for the grand opening. They were also upset that to make up for short training program, Ritz-Carlton would limit the occupancy rate to 50% for the first few months. In other words, they were worried about a loss of revenue from the three to five month adjustment period The Ritz gives its employees to build confidence.

The Four Seasons Hotels is a Canadian based company that was started in 1960 by Isadore Sharp, the current chairman and CEO. The first hotel was actually a motor hotel in downtown Toronto.

In early 1900s, the Ritz-Carlton investing company established several hotels naming “The Ritz-Carlton”. In 1983, the Ritz-Carlton hotel company was formed and led by founding father, Colgate Holmes, along with Horst Schulze, Joe Freni, Ed Staros and Herve Humler It vision is “The Ritz-Carlton inspires life’s most meaningful journeys” and mission as “Provide genuine care and exceptional products and services resulting in profit leadership”. Currently, the Ritz-Carlton has 88 luxury hotels and resorts worldwide (The Ritz-Carlton, n.d.). The Ritz-Carlton is known for its unique luxurious experience with excellent customer service for the guests. Colgate Holmes and Horst Schulze are the inspired leaders in Ritz-Carlton

This team will support all of HHC's core businesses and work closely with hotel ownership and management groups to achieve its stated goals.

Hilton Hotels Corporation – Hilton was founded in 1946 and headquartered in Beverly Hills, California. It has 2,838 hotels worldwide under the brands Conrad, Doubletree, Embassy Suites etc. HTL operates upscale full-service and limited service hotels in urban, airport, resort and suburban locations. It ranks third in the number of employees (105,000) and revenues ($8.6 billion) but second in net income of $552 million.

Hilton Hotels is one of the biggest players in the hospitality industry with over 2900 (as of September 2007) hotels worldwide consisting of numerous brands and products. The hospitality industry is service centered and highly competitive. The challenge for Hilton is to create and deliver value better than its competitors. Hilton understand that it is important to improve customer experience and build strong relationships with the customers. Hilton Hotels adopted a Customer Really Matter (CRM) strategy out of necessity to cater for

The Marriott Corporation, an American firm, was founded in 1927 by J.Willard Marriot.The company began as a small beer stand and soon began to sell food and provided lodging that expanded rapidly. With the help of his wife Alice, the family owned business had 45 restaurants in nine states by 1940 and grew into one of the leading service companies. The Company has three major lines of business: lodging, contract service and restaurants.

Millennium Partners and The Ritz Carlton Hotel have partnered up to open a hotel located in Washington D.C. This hotel will be a multi-use facility called the “Hospitality Complex” where you will find the 300-room Ritz Carlton Hotel, luxurious condos at the top of the complex, restaurants, spas, sports facilities, and retail shops. There is a huge concern that the time frame of the seven-day training process is not enough time from new employees to deliver the supreme guest service that the Ritz Carlton is known for. This Seven Day countdown prohibits the hotel from opening at a higher occupancy rate which means the hotel not making revenue.

The Ritz-Carlton Hotel Company operates within the upscale & luxury hotel industry. While it could be argued that Ritz-Carlton operates in the more broad and inclusive lodging industry, they offer a highly differentiated product and service and therefore find themselves operating in an exclusive industry alongside very few direct competitors, such as Four Seasons Hotels, HongKong and Shanghai Hotels, and Starwood Hotels & Resorts. Therefore when analyzing this industry I will not be including cheap hotels, motels, lodges, or inns, unless to offer potential substitutes to luxury hotels. In order to assess the attractiveness of the upscale & luxury hotel industry, an analysis of the general environment surrounding the industry must be

The CCRC projects set an example of the industry and displayed innovation, social responsibly, and leadership. Other departments in which Hyatt emphasizes leadership are human resources and the management style that is practices on a global scare. Hyatt is proud to encourage, coach, and nurture employees via empowerment. “...Future leaders need to listen, have clarity of purpose, and be authentic”, Mark Hoplamazian, the CEO of Hyatt Hotels, tells Wharton Magazine, “One key essential element in being in a position to lead is being a great listener, and applying yourself to it in a very sincere way” (Wharton, 2012).

After reading and analyzing both brands, it is possible to say that they have done a fascinating process to get where they actually are. Base on the Brand Personality Framework (Jennifer Aaker’s 1997), The Ritz has the ultimate Sophistication Personality. They have achieved to

There are several organizations that have competitive advantages in the industry. However, one familiar organization that has maintained its competitive advantage in its industry is the Ritz-Carlton hotel. Founded in 1983 and headquartered in Chevy Chase, Maryland, United States of America, Ritz-Carlton is regarded as one of the best in the hotel industry and has received several accolades for great customer services (Ritz-Carlton Hotels & Resorts, n.d.). Nevertheless, to fully understand its competitive advantage in the industry, it is essential to analyze its modus operandi. The Ritz-Carlton hotel management understands the value of employees; so ultimately investing in