Ritz-Carlton is an outstanding hotel in providing luxury service to its guests. In contrast with the standard goals of ordinary business hotels – to provide a home away from home – the Ritz Carlton Hotel company decided to take it a step further and provide luxury accommodation to industry executives, meeting and corporate travel planners, and other affluent travellers. The chain is Atlanta based and runs twenty-five luxury hotels that pursue excellence in each market. Recently the hotel company was awarded the U.S. government’s Malcom Baldrige National Quality Award. The award praised Ritz-Carlton for its participatory leadership, thorough information gathering, coordinated planning and execution, and trained workforce that was ready to “to move heaven and earth” to satisfy their customers. Thinking about control, what types of control mechanisms did Ritz-Carlton need to achieve excellence? The corporate motto is “Ladies and Gentlemen serving Ladies and Gentlemen.” All employees are expected to practice the company’s “Gold Standard.” These standards are made up of a service credo and the basics of premium service, including processes for solving any problem guests may have. The difference between this luxury chain and other hotel companies is that their employees are “certified” after the common basic orientation followed by an on-the-job training. This certification to work for Ritz-Carlton is reinforced daily by frequent recognition for achievement, performance appraisal, and daily “lineups”. Annual surveys are given to make sure the employees know the quality standards the hotel company expects of them as well as to determine their level of satisfaction with the company. One-year 96 percent of the employees surveyed ranked excellence in guest services as their primary duty. Workers are empowered by the company to do whatever it takes to solve any sort of problem a customer might encounter. Employees are required to assist their co-workers in dealing with a guest satisfaction issue leaving no room for any excuse as to why a customer problem was not solved on the spot. In this way, the guest is truly treated as a king; guest satisfaction comes first – always. Questions a. In what ways does Ritz-Carlton utilize control to ensure high-quality service? b. How does the company maintain and foster its employees’ high level of commitment?
2. Ritz-Carlton is an outstanding hotel in providing luxury service to its guests. In contrast with the standard goals of ordinary business hotels – to provide a home away from home – the Ritz Carlton Hotel company decided to take it a step further and provide luxury accommodation to industry executives, meeting and corporate travel planners, and other affluent travellers. The chain is Atlanta based and runs twenty-five luxury hotels that pursue excellence in each market.
Recently the hotel company was awarded the U.S. government’s Malcom Baldrige National Quality Award. The award praised Ritz-Carlton for its participatory leadership, thorough information gathering, coordinated planning and execution, and trained workforce that was ready to “to move heaven and earth” to satisfy their customers. Thinking about control, what types of control mechanisms did Ritz-Carlton need to achieve excellence?
The corporate motto is “Ladies and Gentlemen serving Ladies and Gentlemen.” All employees are expected to practice the company’s “Gold Standard.” These standards are made up of a service credo and the basics of premium service, including processes for solving any problem guests may have.
The difference between this luxury chain and other hotel companies is that their employees are “certified” after the common basic orientation followed by an on-the-job training. This certification to work for Ritz-Carlton is reinforced daily by frequent recognition for achievement, performance appraisal, and daily “lineups”. Annual surveys are given to make sure the employees know the quality standards the hotel company expects of them as well as to determine their level of satisfaction with the company. One-year 96 percent of the employees surveyed ranked excellence in guest services as their primary duty. Workers are empowered by the company to do whatever it takes to solve any sort of problem a customer might encounter. Employees are required to assist their co-workers in dealing with a guest satisfaction issue leaving no room for any excuse as to why a customer problem was not solved on the spot. In this way, the guest is truly treated as a king; guest satisfaction comes first – always.
Questions
a. In what ways does Ritz-Carlton utilize control to ensure high-quality service?
b. How does the company maintain and foster its employees’ high llev
2. Ritz-Carlton is an outstanding hotel in providing luxury service to its guests. In contrast with the standard goals of ordinary business hotels – to provide a home away from home – the Ritz Carlton Hotel company decided to take it a step further and provide luxury accommodation to industry executives, meeting and corporate travel planners, and other affluent travellers. The chain is Atlanta based and runs twenty-five luxury hotels that pursue excellence in each market.
Recently the hotel company was awarded the U.S. government’s Malcom Baldrige National Quality Award. The award praised Ritz-Carlton for its participatory leadership, thorough information gathering, coordinated planning and execution, and trained workforce that was ready to “to move heaven and earth” to satisfy their customers. Thinking about control, what types of control mechanisms did Ritz-Carlton need to achieve excellence?
The corporate motto is “Ladies and Gentlemen serving Ladies and Gentlemen.” All employees are expected to practice the company’s “Gold Standard.” These standards are made up of a service credo and the basics of premium service, including processes for solving any problem guests may have.
The difference between this luxury chain and other hotel companies is that their employees are “certified” after the common basic orientation followed by an on-the-job training. This certification to work for Ritz-Carlton is reinforced daily by frequent recognition for achievement, performance appraisal, and daily “lineups”. Annual surveys are given to make sure the employees know the quality standards the hotel company expects of them as well as to determine their level of satisfaction with the company. One-year 96 percent of the employees surveyed ranked excellence in guest services as their primary duty. Workers are empowered by the company to do whatever it takes to solve any sort of problem a customer might encounter. Employees are required to assist their co-workers in dealing with a guest satisfaction issue leaving no room for any excuse as to why a customer problem was not solved on the spot. In this way, the guest is truly treated as a king; guest satisfaction comes first – always.
Questions
a. In what ways does Ritz-Carlton utilize control to ensure high-quality service?
b. How does the company maintain and foster its employees’ high level of commitment?
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