Ritz Carlton's Management Objectives and Goals
RITZ CARLTON’S MANAGEMENT OBJECTIVES AND GOALS
Ritz Carlton’s Management Objectives and Goals The Ritz Carlton’s mission statement is: “The Ritz Carlton Hotel is a place where the genuine care and comfort of our guests is our highest mission. We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed yet refined ambiance. The Ritz Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests” (Application Summary, 1999). Regardless of location, objectives goals and standards remain the same throughout the company. No matter where you travel people are expected to have their basic needs met and then some. They are expected to be treated with respect by the employees and vice versa. Michelli’s first objective examined is “define and refine”. In short, this basically means to treat other the way you want to be treated, with dignity and respect. Everyone who works for the Ritz Carlton is supposed to follow the saying, “We are ladies and gentlemen serving ladies and gentlemen” (Moore, 2010). People who work at the Ritz Carlton set the standard for better-quality service make adjustments along the way if need be. The same thing is in the back of every employees mind; excellence. “Empower through trust” is the next objective that is examined by Michelli. At the Ritz Carlton, trust is a concept that is not only published in the management objectives, but is lived out through each and everyone that walks through the doors of the hotel. Patrons must trust that the company and its employees are going to take care of the customers in any way possible. For example, each employee at the Ritz is allowed to spend up to $2000.00 on customer needs if the employee sees fit (Moore, 2010). Employees are trusted to resolve a customer issue to resolution in a timely matter and as efficiently as possible. As many of us have heard over and
Ritz Carlton’s Management Objectives and Goals The Ritz Carlton’s mission statement is: “The Ritz Carlton Hotel is a place where the genuine care and comfort of our guests is our highest mission. We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed yet refined ambiance. The Ritz Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests” (Application Summary, 1999). Regardless of location, objectives goals and standards remain the same throughout the company. No matter where you travel people are expected to have their basic needs met and then some. They are expected to be treated with respect by the employees and vice versa. Michelli’s first objective examined is “define and refine”. In short, this basically means to treat other the way you want to be treated, with dignity and respect. Everyone who works for the Ritz Carlton is supposed to follow the saying, “We are ladies and gentlemen serving ladies and gentlemen” (Moore, 2010). People who work at the Ritz Carlton set the standard for better-quality service make adjustments along the way if need be. The same thing is in the back of every employees mind; excellence. “Empower through trust” is the next objective that is examined by Michelli. At the Ritz Carlton, trust is a concept that is not only published in the management objectives, but is lived out through each and everyone that walks through the doors of the hotel. Patrons must trust that the company and its employees are going to take care of the customers in any way possible. For example, each employee at the Ritz is allowed to spend up to $2000.00 on customer needs if the employee sees fit (Moore, 2010). Employees are trusted to resolve a customer issue to resolution in a timely matter and as efficiently as possible. As many of us have heard over and
References: Application Summary. (1999). The Ritz-Carlton Hotel Company, L.L.C. Retrieved from http://corporate.ritzcarlton.com/NR/rdonlyres/22E2CEC9-62A4-4EA2-9C3C-51628265E10E/0/rcappsum.pdf Michelli, J. (2008). The new gold standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company. New York: McGraw- Hill Moore, J. (2010, July 26). The New Gold Standard: Ritz Carlton. Retrieved from http://www.buzzle.com/articles/the-new-gold-standard-ritz-carlton.html