Ritz Carlton, How Their Management Objectives and Goals Essay

1399 WordsFeb 18, 20116 Pages
There are several companies that rely strictly on service and consistent quality to maintain their brand image. The hotel industry is a great example of a business model where their customers expect the same consistent service no matter what country they stay in. Do some research on the Ritz Carlton, owned by Marriott, and explain how their management’s objectives and goals allow the hotel properties to achieve superior service no matter what the workforce or culture of a country in which they operate their hotels. Use reference material from course readings and outside sources when needed to strengthen your argument. The Ritz Carlton’s management objectives and goals is at the heart of why they are known for providing superior…show more content…
By adopting this strategy, it provides for a cohesive work place with every employee operating with a single-minded purpose for guest safety and comfort. The employees of the Ritz Carlton, whom I will refer to as Ladies and Gentlemen of Ritz Carlton, meet before every shift, which they refer to as the “lineup,” with management in order to reinforce the contents of the Credo Card, the Motto, and the Three Steps of Service. More specific, the line up involves the following: Repetition of values; Common language; visual symbols; oral traditions; positive storytelling; and modeling by leaders. I believe the heart of the Ritz Carlton’s success is the fact that they include their employees at every level in the process of the company’s success. Their philosophy to their employees is that everyone is just as important as the other within the company as well as the customer. The company’s Credo have three steps that weaves into the core of the culture: A warm and sincere greeting, using the guest’s name; anticipation and fulfillment of each guest’s needs; and fond farewell by giving a warm good-bye using the guest’s name. These core values are not just to guide the employees during customer interaction but also to guide the employees of the Ritz Carlton when dealing with each other including management to subordinates. They believe that if the leaders of the company adhere to these core values when dealing with their subordinates then the subordinates will

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