Ritz Carlton Essay

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.

They must provide owners with a reasonable return on investment, keep guest satisfied and returning, and keep employees happy. This may seem easy, but because there are so many interpersonal transactions and because hotels are open every day, all day, the complexities of operating become challenge that the general manager must face and overcome. The GM not only focuses on leading and operating the hotel departments but also on aspects of the infrastructure, from room atmosphere to security (Walker, 2013).

In the novel Grand Avenue. Greg Sarris uses the theme thread of poison to connect all of his separate stories about the Toms’, a Pomo Indian family. He proves that the roots of a family are the basis which gives the family its structure, even if those roots are bad. In the Toms’ family they’re roots were poisoned from the very founding of the family starting with Sam Toms’. His poison was not the fact that he tried to steal a married woman away, but that he was filled with secrets, deceptions, and self hatred. His family was founded on these poisened roots and passes the poisen down generation after gerneration. The only way to stop the poison, or inner self hatred taken out in other forms, was to let go of past and

Since joining Editor Anna Wintour, she tried to improve the status and reputation of the magazine in order to be better that the

Marriott is renowned for its elegant and comfortable hotels and resorts. The company caters to a targeted customer base, ranging from the frequent corporate business traveler to the family enjoying their occasional weekend get-away. Marriott has continued its rise in the lodging, contract services, and restaurant industries. The company continuously strives to meet the needs and wants of its customers while strategically maneuvering the rigors of today’s competitive and ever-evolving market of glamorous destinations and convenient services. In order to remain relevant in a highly-competitive environment, Marriott must strike that successful balance of minimizing costs, and gaining and effectively

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

In order to engage the employees the Portman must be dedicated to a performance management system. This cannot be the “system of the month” that simply creates hype for a time and then fades away, as they experienced with the 5-Star system. The hotel must set goals, monitor and evaluate these goals, provide feedback and create a reward and recognition program. (Krasner, 244). With the introduction of the 5-Star Program, the Portman relied on the PV’s to participate in the problem solving for the hotel. The Portman should again rely on the employees with the establishment of a performance management system by using a Management by Objectives system. This type of system would incorporate participation from the employees for decision making, goal setting and objective feedback (Kreitner, 246). This program should begin with the strategic plan of the hotel and then set goals for employees that will align with the hotels organizational objective. These goals should be set using the SMART method (Kreitner, 248). Once the goals are set, management must get commitment from the staff that they believe these goals are attainable and that they believe in why they are pursuing these goals. If the Portman uses staff to set these goals, commitment will be easier to

Premier Inn is the one of the UK’s hotel brands.(Whitbread, 2014) As indicated on the Whitbread website Premier inn has been consistently rated the UK’s best value hotel chain by Yougov with over 670 hotels and more than 55000 rooms across the UK and Ireland. It is one of the most recommended budget hotels in the UK offering quality comfortable rooms and friendly service to customers. Premier inn caters to everyone so whether you are staying for business or leisure you will always be welcome. Premier inn has expanded to countries like India and Dubai.

Maverick Lodging is a hotel management company that manages the day-to-day operations of third party franchisees of the Marriott Corporation. The company has recently implemented a balanced scorecard in an effort to align company strategy, structure, performance measurements, and incentives. The organization strategy involves growth in revenue and customer base with the use of differentiation. Issues with the current scorecard and its measures have been identified. Alternative solutions have been researched. A recommended course of action is presented that will allow Maverick Lodging to achieve its strategic goals and objectives.

Stamford Plaza is situated in Central Auckland at the walking distance from the Viaduct Harbour. Stamford Plaza was established in 1995 by its parent company named as “Stamford Land Corporation”. Stamford Plaza is one of the largest independent hotel property in New Zealand. Stamford Plaza has created its significant presence across overseas. Stamford Plaza is operating its hotels approximately around the world with 2500 rooms, 2200 employees and residential assets. The Stamford Plaza positioned itself it’s and comes in between in the rating of 4.5 and 5 (Stamford Plaza, 2015). The Stamford Plaza has four restaurants. The indoor heated swimming pool, whirlpool spa, sauna and gymnasium offer leisure or business travellers a wonderful cityscape and harbour view. Stamford Plaza provides one of the best hotel recreation facilities in Auckland (Stamford Plaza, 2015). The hotel consists of 286 contemporary Predential and Executive guest rooms and suites. All rooms have a fresh ambient environment. Stamford has got 6 function rooms caters the needs of all the events (Stamford Plaza, 2015)

The Malcolm Baldrige National Quality Award was established by the U.S. Congress in 1987 to raise awareness of quality management and recognize U.S. companies that have implemented successful quality management systems (Knowledge Center, 2010). The criteria for the Baldrige criteria for performance of excellence consist of 7 key components. (1) Leadership: How upper management leads organizations, and how the organization leads within the community (2) Strategic planning: How the organization establishes and plans to implement strategic direction (3) Customer and focus market: How the organization builds and maintains strong, lasting relationships with customers (4) Measurement, analysis, and knowledge management: How the organization uses data to support key processes and manage performance (5) Human resources focus: How the organization empowers and involves its workforce (6) Process management: How the organisation designs, manages and improves key processes (7) Business/ organizational performance results: How the organization performs in terms of customer satisfaction, finances, human resources, supplier and partner performance, operations, governance, and social responsibility, and how the organization compares to its competitors (Core Value Partners, 2012).

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.

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.

At Ritz-Carlton, electronic databases are used to track guest’s preferences and tastes enabling them to provide express check-in for their regular guests. Legal and political conditions, such as war or political strife between countries, limit international travel which can have a detrimental impact on international locations. In addition to these extreme circumstances, legal restrictions, such as zoning restrictions, may force Ritz to limit the height or size of their hotels in certain regions. Specific international events, such as the current economic recession, have had major impacts on the demand for luxury accommodations. Lastly demographics play a role in site location for a luxury hotel. The population surrounding a hotel can often dictate the type and amount of clientele the hotel will receive. (Exhibit 1)

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