Ritz Carlton Case Study

Ritz Carlton: The Case for
Service

Ritz Carlton Case Study
Quality management begins with the president and the other 13 senior executives who make up the

corporate steering committee and

the
 senior quality-management team. Corporate Management
They meet weekly to review:
1. product- and service-quality measures
2. guest satisfaction
3. market growth and development,
4. organizational indicators, profits, and competitive status

Corporate Management

 Approximately one-fourth of each

executive's time is devoted to qualityrelated matters.

GOLD STANDARDS
Key product and service requirements of the travel consumer have been translated into
Ritz-Carlton Gold Standards, which include a credo, motto, three steps of service, and 20
"Ritz-Carlton Basics".

The Credo
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 ambience.
The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.


The Motto
At The Ritz-Carlton Hotel Company:

"We are Ladies and Gentlemen serving Ladies and Gentlemen."
This motto exemplifies the anticipatory service provided by all staff members.

The Three Service Steps
A warm and sincere greeting. Use

the guest's name.
Anticipation and fulfillment of each guest's needs.
Fond farewell. Give a warm goodbye and use the guest's name.

Standards
Each employee is expected to understand and

adhere to these standards, which describe processes for solving problems guests including:

detailed grooming
 housekeeping
 safety
 and efficiency standards.


Human Resources
To provide superior service, Ritz-

Carlton created its targeted selection process to ensure a successful match of potential employees to employment.

Training
Upon being selected, new employees learn