Motivation
Ritz-Carlton: Motivational Profile
Adis Bosnic, Antoinette Taylor, Zach Graham and Steve Miklos
PSY-320
September 9, 2013
Randy Foster
Ritz-Carlton: Motivational Profile
The Ritz-Carlton is world renowned for its prestigious facilities and service excellence wow stories. The organizational focus on creating a “memorial experience” for their customers starts with their employees. Ritz-Carlton invests in their employees to ensure that their people’s genuine care and focus is on their customers. The Ritz uses an array of strategies to fuel motivation that range from intrinsic motivators such as empowerment to extrinsic motivators like their fringe benefits and compensation packages. There is no coincidence that this service excellence organization won the Department of Commerce awarded the Ritz Carlton the Malcolm National Quality Award twice.
Cesar Ritz was born in 1850 in a Swiss village of Niderwald to a family of 13. At the age of 12 his family sent him away to learn French and study mathematics, which he struggled with. Lacking skills and direction for his life, his father paid an acquaintance in a nearby town to train young Cesar to become a winemaker. After a long struggle in the hotel industry, Cesar Ritz began learning his craft working in France, England, and Switzerland. He was fired from various jobs and was even told by one employer that “in the hotel business you need an aptitude, a flair—you haven’t a trace of it.” From those humble beginnings, the “hotelier of kings and king of hoteliers” César Ritz completely revolutionized the luxury hotel industry. Starting with The Ritz Paris and The Carlton in London, which Ritz purchased a mansion in Paris and spent two years preparing it to be his 210-room hotel. In 1898 César Ritz emphasized the guest experience, created opulent physical environments, innovated hotel design, produced settings of uncompromising quality, and established what have become the gold standard for luxury and the epitome of
Adis Bosnic, Antoinette Taylor, Zach Graham and Steve Miklos
PSY-320
September 9, 2013
Randy Foster
Ritz-Carlton: Motivational Profile
The Ritz-Carlton is world renowned for its prestigious facilities and service excellence wow stories. The organizational focus on creating a “memorial experience” for their customers starts with their employees. Ritz-Carlton invests in their employees to ensure that their people’s genuine care and focus is on their customers. The Ritz uses an array of strategies to fuel motivation that range from intrinsic motivators such as empowerment to extrinsic motivators like their fringe benefits and compensation packages. There is no coincidence that this service excellence organization won the Department of Commerce awarded the Ritz Carlton the Malcolm National Quality Award twice.
Cesar Ritz was born in 1850 in a Swiss village of Niderwald to a family of 13. At the age of 12 his family sent him away to learn French and study mathematics, which he struggled with. Lacking skills and direction for his life, his father paid an acquaintance in a nearby town to train young Cesar to become a winemaker. After a long struggle in the hotel industry, Cesar Ritz began learning his craft working in France, England, and Switzerland. He was fired from various jobs and was even told by one employer that “in the hotel business you need an aptitude, a flair—you haven’t a trace of it.” From those humble beginnings, the “hotelier of kings and king of hoteliers” César Ritz completely revolutionized the luxury hotel industry. Starting with The Ritz Paris and The Carlton in London, which Ritz purchased a mansion in Paris and spent two years preparing it to be his 210-room hotel. In 1898 César Ritz emphasized the guest experience, created opulent physical environments, innovated hotel design, produced settings of uncompromising quality, and established what have become the gold standard for luxury and the epitome of
References: http://www.mhprofessional.com/downloads/products/0071548335/0071548335_michelli_ch_1.pdf The Ritz-Carlton. (2013). The Ritz-Carlton. Retrieved from http://corporate.ritzcarlton.com/en/Press/FactSheet.htm Baldrige Award Recipients--The Ritz-Carlton Hotel Company (1992). (n.d.). Baldrige Homepage. Retrieved September 2, 2013, from http://www.baldrige.nist.gov/Ritz_Carlton Gallo, C. (n.d.). Employee Motivation the Ritz-Carlton Way - BusinessWeek. BusinessWeek - Business News, Stock market & Financial Advice. Retrieved September 2, 2013, from http://www.businessweek.com/stories/2008-02-29/employee-motivation-the-ritz-carlton-waybusinessweek-business-news-stock-market-and-financial-advice How Ritz-Carlton Stays At The Top - Forbes. (n.d.). Information for the World 's Business Leaders - Forbes.com. Retrieved September 2, 2013, from http://www.forbes.com/2009/10/30/simon-cooper-ritz-leadership-ceonetwork-hotels.html McDowell, E. (n.d.). Ritz-Carlton 's Keys to Good Service - New York Times. The New York Times - Breaking News, World News & Multimedia. Retrieved September 2, 2013, from http://www.nytimes.com/1993/03/31/business/ritz-carlton-s-keys-to-good-service.html