Marketing

The Ritz-Carlton Case Study Few brands attain such a high standard of customer service as the luxury hotel, The Ritz-Carlton. The Ritz-Carlton dates back to the early 20th century and the original Ritz-Carlton Boston, which revolutionized the way US travelers viewed and experienced customer service... What the other organizations could learn from Ritz-Carlton Hotels would be to hire the „right people for the right job‟, i.e. servicing. If an organization hires people who are not the cultural fit and are not servicing-material, then the organization would be made up of all the wrong people doing something that is not actually required for the achievement of organizational goals. Also what other organizations should keep on mind is that the organizational culture is to be maintained and not changed unless and until there is dire need for it, because if it is changed, its takes its toll on the employees and the customers by altering something that they are used to doing and seeing/experiencing there respectively. One more thing that other organizations could learn from Ritz-Carlton Hotels is that the Organizational Culture must be kept in mind always, and that “excellence” should be achieved revolving around it, not the other way around! The people who are, self-motivated, pleasant by nature, enjoy helping others, and are a friendly personality, are mainly fit for this job. Basically the “right cultural fit” as it is the service industry, and people interested in service oriented jobs are first picks from the job pool. As the new employees are selected against a personality mentioned earlier in this question, all they would need to “learn” the culture would be simply being themselves. Through this, they would polish their innate skill for servicing customers and prove to be the right fit for the job. The most important challenge that the company might have faced in my opinion would be the transition time between the “scripted approach” to “figure-it-out-yourself