The Ritz Carlton is known for one of the best when it comes to serving consumers with quality and luxury services. Now that the image of quality has been envisioned by many consumers, and other competitive hotel industries, the Ritz Carlton has to retrain all hotel staff to become more productive in all operations such as room services/delivery, guest reservations, quality message delivery services, and room service. Other business issues reflect from efficient and effective reservations for valet parking and adequate housekeeping services. The issues here are to examine to quantify quality to ensure the company meets all consumer needs, rooms are filled-with no deficiency, and remain on track to receive the award. Background Information
The Ritz Carlton Hotel takes genuine pride towards acknowledging that it takes leadership in management to motivate and empower employees to become experts with their areas of operations, so the best services can be offered to consumers who utilize the hotel and are expecting an elegant-luxury experience. The Ritz has a theory that consumers do not simply want a room (product), but rather a great experience that will keep them above competition, and better than the rest. Benchmarking is a strategic measure the Ritz Carlton uses to guide management of the hotels internal operations, execute measures that will retain consumers, keep employees trained, maintain services at their very best, and optimize revenue for the company. According to Heizer & Render. (2011) stated, “As the first hotel company to win the Malcolm Baldrige National Quality Award, the Ritz treats as if it is the heartbeat of the
company.” (P. 245, 2011) It is for this reason that quality means a great deal to management, and the proper benchmarking and employee training is always being measured. How Management dealt with Issues
Management decided to perform an overall examination of the internal operations by analyzing nineteen...