Explain how the Ritz Carlton's management objectives and goals allow the hotel properties to achieve superior service regardless of the workforce or culture of a country in which it operates its hotels.
The legendary hotel company Ritz-Carlton made it clear that being an industry leader and a standard for customer service did not happen over night or come without risk. In fact, the early founders of the company established a lasting legacy by developing a distinct set of guiding concepts, which they called their “Gold Standards.” These standards continue to serve as the basis for the ongoing and international success of Ritz-Carlton. 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...
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