Ritz Carlton Case Study

Topics: Ritz-Carlton Hotel Company, Hotel chains, Hotel Pages: 9 (3899 words) Published: August 4, 2014

Introduction to the Company
The Ritz-Carlton Hotel Company is one of the premier hotel management companies in the world today. Their goal of providing world-class service to its guests is rooted in tradition. History
The Ritz-Carlton tradition begins in the early 1900s in Europe. Caesar Ritz a well-known hotelier transformed the Ritz Paris and the Carlton in London into the redefined standard of luxury hotels in the early 1900s. Caesar Ritz died in 1918 but his wife continued the expansion of hotels bearing his name (http://corporate.ritzcarlton.com/en/About/OurHistory.htm). The first American Ritz-Carlton opened its doors May 19, 1927 as the Ritz-Carlton Boston. Edward N. Wyner a local Boston businessman had initially started developing an apartment complex when he decided to change directions and build the luxurious Ritz-Carlton Boston. Mr. Wyner knew of the reputation of the aforementioned European hotels and sought permission to use the Ritz Carlton name for his envisioned luxury hotel. The Ritz-Carlton Boston was considered a private club for the wealthy and was route and formality until the 1960s. Dress codes were enforced and women were not allowed to dine alone in The Café. Unescorted women were not allowed to enter The Ritz Bar until 1970. The dining cuisine was as superb as the hotel service (http://corporate.ritzcarlton.com/en/About/OurHistory.htm). Although Mr. Wyner died in 1961, a land development company and Gerald W. Blakely a major shareholder owned and managed the hotel until 1983 when William B. Johnson purchased the rights to the Ritz-Carlton name. This was the start of the modern-day Ritz-Carlton Hotel Company (http://corporate.ritzcarlton.com/en/About/OurHistory.htm).From the humble beginning of the Ritz-Carlton Boston to 1994 when the Ritz-Carlton operated 25 hotels in the United States and abroad, the Ritz-Carlton declared its position in the luxury hotel market. Flash forward 20 years present-day, the Ritz-Carlton Hotel Company operates 85 hotels worldwide in 30 countries. The company employs over 35,000 employees with one common goal, “We Are Ladies and Gentleman Serving Ladies and Gentleman” (http://corporate.ritzcarlton.com/en/Press/Kits/History.htm).

Corporate Structure

The Ritz-Carlton is a subsidiary of Marriott international. Bill Marriott is the chairman of Marriott international and Arne Sorenson is CEO of Marriott International. The Ritz-Carlton Hotel Company, L.L.C is headquartered in Chevy Chase Maryland under the direction of President and Chief Operations Officer Herve Humbler. Leeny K Oberg serves as Chief Financial Officer. Global officer, Worldwide Operations fall under the responsibility of Bob Kharazmi. Corporate Mission

The Ritz-Carlton Hotel Credo is “A place where the genuine care and comfort of our guest is our highest mission.” Their motto is “We are Ladies and Gentleman serving Ladies and Gentlemen.” They have three steps of service:

1.A warm and sincere greeting. Use the guest's name.
2.Anticipation and fulfillment of each gas needs.
3.Fond farewell. Give a warm goodbye and use the guest’s name. (http://corporate.ritzcarlton.com/en/About/GoldStandards.htm). Corporate Goals
In the year 2000 they launched the Ritz-Carlton Leadership Center this is where organizational leaders can go to learn about the principles that embodied the Ritz Carlton culture. (http://corporate.ritzcarlton.com/en/LeadershipCenter/Default.htm). Introduction to the IS Department

Organizational Structure
The Ritz Carlton’s Organizational structure is one of the things that sets them apart and gives them the ability to provide the best customer service possible. They have a very specific hiring process that they incorporate called the “quality selection process” which helps them to pick the best possible candidates for the job. This is crucial, especially with their organizational structure, because every employee plays a vital part of the customer experience. Some might say...
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