As President Simon Cooper notes, “You can’t put the veneer of quality on a business that lacks a sound foundation. The Gold Standards, and the disciplined business practices that emerge from them, create the platform for the achievements of our company in areas as wide ranging as our attractiveness to job seekers, our recognition for customer engagement, and our accomplishments in quality excellence throughout the world” (“Gold Standards,” 2013).
This method of approach in the industry is what made Ritz-Carlton the first hotel group to achieve the Malcolm Baldridge National Quality Award (Partlow, 1993).
Ritz-Carlton attributes their success to their people and their training. Their managers are trained in such techniques as Management by Objectives, Quality Circles and most importantly, total quality Management (Partlow, 1993) The Ritz-Carlton also stand by its motto of “We are Ladies and Gentlemen serving Ladies and Gentlemen” (“Gold Standard,” 2013).
This kind of service they speak of is what is able to set the Ritz-Carlton apart from all others. Robert E. Watson, the Managing Director of Protravel International, Inc. says that “service value. What sets Ritz-Carlton apart is its service.
Ritz-Carlton partners with us in the travel industry to get the most for our client. If we don’t perform the service together, if we don’t get that little extra something for the client, if we don’t come up with that nugget, that little bit of something new, what would a client need us for? People are spending a lot of money today. And they don’t mind spending it, provided they get value for their dollar. In today’s world, however, value doesn’t always match price. The experience at Ritz-Carlton is true value for us as travel partners and for our clients (Watson, 2008).
The Business plan on Ritz Carlton Case Study
Introduction to the Company The Ritz-Carlton Hotel Company is one of the premier hotel management companies in the world today. Their goal of providing world-class service to its guests is rooted in tradition. History The Ritz-Carlton tradition begins in the early 1900s in Europe. Caesar Ritz a well-known hotelier transformed the Ritz Paris and the Carlton in London into the redefined standard of ...
” The Ritz-Carlton ffers the best of the best. In terms of Total Quality Management they believe in 5 principals; define and refine, empower through Trust, it’s not about you, deliver WOW! , and leave a lasting footprint. These guideposts, while inspired by the journey and leadership of Ritz-Carlton, have application across all industries and geographical boundaries. They reflect an opportunity for you to strengthen and touch the lives of your staff, teams, customers, shareholders, community, and the bottom line. In the words of Cesar Ritz, “People like to be served, but invisibly (Watson, 2008).
Whether it’s through washing bed linens or creating an international strategic plan, these principles can connect you to your invisible power as you fully serve staff and customers alike. Let’s explore each of these principles derived from the Ritz-Carlton New Gold Standard to maximize your ability to drive relevance, quality, and, of course, world-class service, throughout your business and personal life (Watson, 2008).
All of their staff are trained in the same manner. I know from personally staying with them in several countries both on business and on vacation that their commitment to service is the best.
Works Cited Gold standards. (2013).
Retrieved from http://corporate. ritzcarlton. com/en/About/GoldStandards. htm Partlow, C. (1993, August 1).
How ritz-carlton applies “tqm. ” (ritz-carlton hotel co. ; total quality management).
Retrieved from http://business. highbeam. com/4074/article-1G1-14444791/ritzcarlton-applies-tqm Watson, R. (2008, June 25).
Interview by J Michelli []. How the ritz-carlton hotel company is redefining the gold standard. , Retrieved from http://www. businessweek. com/stories/2008-06-25/how-the-ritz-carlton-hotel-company-is-redefining-the-gold-standardbusinessweek-business-news-stock-market-and-financial-advice
The Business plan on How the Ritz Carlton’s management objectives and goals allow for superior service
... Press. Gold Standards, (2012). Retrieved Sept 15, 2013 from http://corporate.ritzcarlton.com/en/ About/GoldStandards.htm Robinson, J. (2008). How the ritz-carlton manages the mystique. Gallup business journal, Retrieved from ... Gutterman, 2009). One particular hotel chain is The Ritz Carlton, owned by Marriott. The Ritz Carlton operates more than 80 hotels in 26 countries, driven by ...
