Ritz Carlton, How Their Management Objectives and Goals

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  • Topic: Ritz-Carlton Hotel Company, Ritz-Carlton, Hotel
  • Pages : 4 (1412 words )
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  • Published : February 27, 2011
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There are several companies that rely strictly on service and consistent quality to maintain their brand image. The hotel industry is a great example of a business model where their customers expect the same consistent service no matter what country they stay in. Do some research on the Ritz Carlton, owned by Marriott, and explain how their management’s objectives and goals allow the hotel properties to achieve superior service no matter what the workforce or culture of a country in which they operate their hotels. Use reference material from course readings and outside sources when needed to strengthen your argument.

The Ritz Carlton’s management objectives and goals is at the heart of why they are known for providing superior service throughout all of their locations in the world. They achieve this by way of the gold standard approach. The Gold Standard reveals the specific leadership behaviors that produce their exceptional staff empowerment, and extraordinary commitment to its customers. 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 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.” The heart of the Ritz Carlton’s success is its well defined Gold Standards and extraordinary discipline in keeping them alive in the daily lives of their employees, whom they refer to as “Ladies and Gentlemen of the company.” The company’s Gold Standards provide the company’s vision, purpose, and values. The Ritz Carlton’s leaders have been committed to bringing the purpose and values of the company into the daily lives of their “Ladies and Gentlemen.” One such strategy is by keeping the purpose and values in front of the employees by way of a...
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