Total Quality Management – Ritz Carlton Hotel
Assignment Semester _ 2009
Prepared for: _____ _______
Prepared by: (Student Name) Student number (Student Number) Date Submitted: September __, 2009
1 Table of Contents 1. Company Profile ___________________________________________________________ 2 1.1 Company Products __________________________________________________________2 1.2 Main Customers ____________________________________________________________2 1.3 Operational Challenges ______________________________________________________2 1.4 Market Challenges __________________________________________________________2 2. Concepts and Applications of TQM ____________________________________________3 3. Ritz Carlton and TQM ______________________________________________________5 3.1 Benefits of TQM at Ritz Carlton _______________________________________________6 3.2 Five areas for development ___________________________________________________7 4. Conclusion ________________________________________________________________9 5. Recommendations _________________________________________________________10 6. References ________________________________________________________________11
1. Company Profile
The Ritz Carlton Hotel Company is a management company which operates hotels and resorts in twenty three countries worldwide and seventy properties in all the major cities. The brand is a subsidiary of Marriot International with the headquarters located in Chevy Chase, Maryland. Established in the early 1990’s; the company employs more than 32,000 people and privately owned, the company today runs under the guidance of William Johnson and Horst Schulze. With 100 years of impressive past record, Ritz Carlton has managed to uphold and rather magnify its prestigious its brand image of luxury and comfort (Stark, 1998).
1.1 Company Products The Ritz Carlton excels at providing luxurious hotels and resorts with the added features of spas, bars, suites, guest rooms, gold facilities, conference halls for executive meetings and so on. Any celebrations of birthdays, anniversaries, weddings or showers, the Ritz Carlton takes pride in creating a memorable occasion. 1.2 Main Customers Its target market is the upper and the upper middle class traveling for executive business trips or wedding receptions and other such functions. They emphasize on understanding what the customer needs and pampering the customer to make him feel special. It is known for its exemplary customer services by taking the initiative to inquire about guest needs and preferences and ensuring that the customer does not have to repeat his demands the next time. The staff is especially trained and they undergo retraining orientation to ensure that the employees uphold the prestigious name of the company and work to go beyond customer expectations (Leonard & McAdam, 2002). 1.3 Operational Challenges Sophisticated customers are perhaps the most important challenges to Ritz Carlton’s operations. Posing to be very difficult, this genre of customers are satisfied after lots of pains however, Ritz Carlton cannot ignore them because they often belong to the elite class. Other challenges include maintain a demand forecast and price adjustments according to the forecasts. No manager would like to see empty rooms but disappointed customers are also not really desired. Striking a balance between the demand and supply is a major issue. 1.4 Market Challenges The hotel industry in general today is facing challenges in the form of a sluggish economy which has been aggravated by the financial crunch the world is facing currently. Apart from this, the rising competition by the rapid emergence of luxurious 5-star and above hotels and resorts all over the world and the increasingly demanding and sophisticated customers are posing serious challenges to this industry (Sher-q, 2009).
2. Concepts and Applications of TQM
Total quality management is a criterion for...
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Tari, Juan Jose (2005). Components of successful total quality management. The TQM Magazine, p112-124. Walsh, Stephen P. (2000). Successful TQM Training. The TQM Magazine, p292-300. Websites Hansen, D. A. (2005). Total Quality Management (TQM) Tutorial Page. Retrieved August 8, 2009, from http://home.att.net/~iso9k1/tqm/tqm.html Nixon, J. M. (2009). enotes. Retrieved August 11, 2009, from http://www.enotes.com/management-encyclopedia/quality-total-quality-management Sher-q Management Consultants. (2009). Sher-q Management Consultants. Retrieved August 9, 2009, from http://www.qualitymanagement.co.za/Basic_principles_of_TQM.html Stark, J. (1998). John Starks Associates. Retrieved August 10, 2009, from http://www.johnstark.com/fwtqm.html Total Quality Management. (2009). Retrieved August 5, 2009, from http://www.tourism.bilkent.edu.tr/~jamel/Selected%20Topics%20in%20Tourism/Total%20Quali ty%20Management.doc
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