What Challenges Do You Think the Company Faced in Changing Theculture?

1163 WordsDec 16, 20115 Pages
What challenges do you think the company faced in changing theculture? Every organization has a culture which is a set of beliefs, values andstandard that set the quality for how employees are to act, how work is to bedone, and what image to represent to the world.The Ritz-Carlton has a strong culture whereas others are less welldefined. Ritz-Carlton motto “We are Ladies and Gentlemen serving Ladiesand Gentlemen. According to Simon Cooper, the President and Chief Operating Officer of Ritz-Carlton Hotel Company, LLC, they chose the mottobecause they don’t want their employees to think of themselves as a servile;their employees might not have the wealth, knowledge or education of their guest but they do have the same values. Cooper added…show more content…
The‘Credo Card’ stated of 12 service value guidelines which intended to helpthem in create the mystique to attract luxury travellers. The Ritz-Carlton is notalone in create the rules and guidelines to keep employees focused oncompany values, however the Ritz-Carlton does stand apart in how itreinforces the values with every employees, every day. Define and Refine This principle is emphasizes the importance of defining the experience youwant customer to have with your employees and explores how to refine theexperience based on what is relevant to your customers. Each day every Ritz-Carlton around the world, employees from each department will gather tohave 15 minutes of meeting known as ‘line-up’. This daily line-up is to reviewthe guest experience, resolve issues, and discuss the way to improve theservice. Rewards 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 [pic][pic][pic][pic] [pic][pic] or merchandise in the hotel’s gift shop. Every quarter, a Five-Star EmployeeAward is granted;

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