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Ritz Carlton case study

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Ritz Carlton case study
Project by Andrew Paris
HFT 4453

Table of Contents
I. Executive Summary...............................................................3
II. Company Profile...................................................................4
III. Balance Score Card.............................................................6
A. Ritz Service Culture..............................................................7
B. Balanced Scorecard Tables..................................................8,9
C. Strategy Map.........................................................................12
IV. Operating Budget................................................................13
V. Consolidated P&L statement..............................................14
References...................................................................................18

I. Executive summary

The history of The Ritz-Carlton Hotel Company, L.L.C. originates with The Ritz-Carlton, Boston. The standards of service, dining and facilities of this Boston landmark serve as a benchmark for all Ritz-Carlton hotels and resorts worldwide. The legacy of The Ritz-Carlton, Boston begins with the celebrated hotelier Cesar Ritz, the “king of hoteliers and hotelier to kings.” His philosophy of service and innovations redefined the luxury hotel experience in Europe through his management of The Ritz Paris and The Carlton in London.
The Ritz-Carlton, Boston revolutionized hospitality in America by creating luxury in a hotel setting:
Private bath in each guest room
Lighter fabrics in the guest room to allow for more thorough washing
White tie and apron uniforms for the wait staff, black tie for the Maitre d’ and morning suits for all other staff, conducive to a formal, professional appearance
Extensive fresh flowers throughout the public areas
A la carte dining, providing choices for diners
Gourmet cuisine, utilizing the genius and cooking methods of Auguste Escoffier
Intimate,
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