Abstract: In Fall 1992‚ Ritz-Carlton Hotel Co. became the first hotel company to win the Malcolm Baldrige National Quality Award. Ritz-Carlton implemented total quality management (TMQ) as a means of winning the award and improving its service. Patrick Mene joined Ritz-Carlton 3 years ago as corporate director of quality to coordinate and spearhead the company’s TQM program. Mene explains issues concerning application of TQM to the hotel industry and applying for the Baldrige award. One of
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be an elusive concept. What is the essence of The Ritz-Carlton experience? What is The Ritz-Carlton selling? “We are not in the hotel business. The hotel business is about selling rooms‚ selling food‚ selling the bar. We do those things incidentally‚ but our business is service… Service is our profession.”‚ so Horst Schulze‚ founding president and COO of Ritz-Carlton Hotel‚ about the exceptional customer service philosophy of the company. The Ritz-Carlton focuses on taking care of their customers
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environment. Ritz Carlton cares about perfecting their image and reputation‚ and in order for that‚ they must be make sure that they’re managing skills are faultless. Managerial roles include such as‚ planning‚ organizing‚ leading and controlling. “Precise standards and specifications for treating consumers” [1 Studymode.com (2011] showing us that they plan on choosing the best staff in order to provide the best for their valuable consumers. Organization is key to a manager‚ especially at Ritz Carlton
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Case Application – Making you Say Wow (Chapter 3 page 68-69) When you hear the name the Ritz-Carlton Hotels‚ what words come to your mind? Luxury? Elegance? Formal‚ or maybe even dull and boring? Very expensive? Three words that the company hopes come to mind are exemplary customer service. Ritz-Carlton is committed to treating its guests like royalty. It has very different corporate cultures in the hotel and lodging industry‚ and employees are referred to as “our ladies and gentleman.” Its motto
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Ritz Carlton Case Group C-2 Arthur Ferrandez Georg Zollinger Joan Alba Joy D’souza Lisa Wesner Timothee Hochet Q1: What is Ritz Carlton really selling? • First of all‚ it is crucial to have clearly in mind the difference between the two companies involved in the case‚ Millennium Partners and the Ritz-Carlton company; • Millennium Partners: a real estate development group focusing on luxury flats in major US cities‚ which diversified its portfolio by investing in the hotel business. • Ritz-Carlton:
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The Ritz-Carlton Hotel Company has achieved so much fame in their marketplace that they have attained what is referred to as "The Ritz Mystique." Among the grand hotels of the world‚ The Ritz-Carlton hotels and resorts are famous for luxury‚ spectacular surroundings and legendary service. They have gained this title with dedication and award-winning hotels that reflect the 100 years of tradition that stand behind them. Discovering the fascinating history of Ritz-Carlton hotels‚ illustrates their
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The Ritz-Carlton – Specializing in Customers is exactly what is. This is what the Ritz is all about and they have the awards to prove it. Since technology has taken over the world within the last decade‚ businesses have heavily relied on the technology to help support their everyday processes‚ and our personal lives has came accustomed to it‚ also. The Ritz-Carlton utilizes technology‚ but they are refusing to follow suit of other hotel chains. A lot of other hotel chains are switching or experimenting
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DISCUSSION QUESTIONS 1) Was extending the brand into chips a logical step for Ritz? Explain using the concepts related to brand extension. • Yes it was a logical step for Ritz to expand into the chips market; they mention sales were not growing for crackers as fast as chips‚ which were growing twice as fast. They wanted to add a incremental growth and increase value to the already popular Ritz business. They had introduced different line extensions and flavors before but they didn’t increase
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The Ritz-Carlton Case The Ritz-Carlton hotel company is a leading hotel management company operating 38 hotels and resorts all over the world. There will be a new hotel opening as part of a multi-use facility owned by Millennium Partners. When James McBride‚ the general manager of the new Ritz-Carlton Hotel‚ is responsible for opening the new hotel‚ he faced a challenge. There are some doubts with the “Seven Day Countdown”‚ a training method to the new employees. Brian Collins‚ manager of hotels
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Cited: Fitzgerald‚ F. Scott. "The Diamond as Big as the Ritz." The Diamond as Big as the Ritz and Other Short Stories.Mineola‚ NY: Dover‚ 1998. Palahniuk‚ Chuck. Fight Club. New York: Henry Holt‚ 1997.
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