Organizational Behavior

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  • Topic: Ritz-Carlton Hotel Company, Ritz-Carlton, Hotel
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Organisational Behaviour MGMT8501

The Ritz-Carlton: An Organisational Behaviour Analysis

Assessment 2

THE GRADUATE SCHOOL OF MANAGEMENT The University of Western Australia Manila MBA Program ASSIGNMENT COVER SHEET MGMT8501 ORGANISATIONAL BEHAVIOUR 1. PLEASE ENSURE THAT YOU HAVE AN EXTRA HARD COPY OF YOUR ASSIGNMENT BEFORE SUBMITTING. 2. STAPLE TO THE FRONT OF EACH SUBMITTED ASSIGNMENT. 3. FILL IN ALL DETAILS ON THIS FORM. USE ONE FOR EACH ASSIGNMENT. Title: Group Assignment – 2 ID 20442494 ID 20229536 ID 20216982 ID 20216973 First Name: Surname:

Nicole Derek Emmel Eileen

De Castro Kelly Murray Tio

Degree: Masters in Business Administration Postal Address: Home Phone: +852 2914 2494 Assignment Number: Assessment 2 Lecturerʼs Name: Chris Taylor Work Phone: +852 6396 8270 Due Date: 08 September 2008 Word Count: 5765

Assignment Title: The Ritz-Carlton: An Organisational Behavioural Analysis

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ACKNOWLEDGEMENT OF RECEIPT OF ASSIGNMENT (Please detach) Manila MBA Studentʼs Name: Subject: Date Received:

Lecturer:

Lecturerʼs Signature:

Time Received:

Page 0 of 30

Organisational Behaviour MGMT8501

The Ritz-Carlton: An Organisational Behaviour Analysis

Assessment 2

The Ritz-Carlton: An Organisational Behaviour Analysis
Table of Contents 1.0 2.0 Executive Summary Introduction 2.1 3.0 Overview of the study Page 2 2 5 5 5 13 19 23 24

Analysis 3.1 3.2 3.3 Leadership and Service Values and Ethics Communication

4.0 5.0

Conclusion References

Page 1 of 30

Organisational Behaviour MGMT8501

The Ritz-Carlton: An Organisational Behaviour Analysis

Assessment 2

1.

Executive Summary

This paper shall demonstrate through the principles of organisational behaviour how the Ritz-Carlton was successful in establishing a leadership brand that empowers employees to become leaders in providing exceptional customer service.

By providing empowering leadership, enacting customer-centric philosophies and values as well as maintaining a communication style that keeps the work force focused on the company goals, the Ritz has grown to become one of the finest brands in the world.

As the leader in the hospitality industry, the Ritz-Carlton has become the gold standard because of their Gold Standards, which highlight the distinctive values that are the cornerstone of their organisation in the delivery of customer service.

2.

Introduction

The legacy of Ritz-Carltonʼs luxury hotel experience began in 1898 with hotelier Cesar Ritzʼs vision of excellent personalized service while managing the Ritz Hotel in Paris and the Carlton hotel in London. 1

In the United

States, The Ritz-Carlton Boston, opened in 1927, represents the best of the Ritz-Carlton brand through its attention to detail, practical innovation, and creation of unrivaled customer experience. Horst Schulze, President and Chief Operating Officer of The Ritz-Carlton, not only expanded the chain from four US-based hotels in 1983 to a multi-billion-dollar property management company with 40 properties worldwide in 2000, but he also ensured that the century-old Boston-based Ritz-Carlton Hotel Companyʼs legendary service was maintained. . In fact, by every measure of excellence in the hospitality industry, Ritz-Carlton Hotels are rated as the finest or among the finest year after year, 4 3 2

winning all major awards in the industry (see Exhibit 1), including the

prestigious Malcolm Baldrige National Quality Award in 1992 and 1999 – making Ritz the only service company to have won this award twice. Simon Cooper succeeded Schulze as President and COO in 2001 and is currently managing 72 hotels in 24 countries (see Exhibit 2) with over 38,000 employees. 5

Page 2 of 30

Organisational Behaviour MGMT8501

The Ritz-Carlton: An Organisational Behaviour Analysis

Assessment...
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