Ritz-Carlton Case Study

Topics: Ritz-Carlton, Ritz-Carlton Hotel Company, Hotel chains Pages: 3 (942 words) Published: May 17, 2013
3rd Assignment – Ritz-Carlton Hotel Company
How does The Ritz-Carlton create “Ladies and Gentlemen” in only 7 days? The seven days countdown was a result of the evolution and refinement of the hotel opening process, which became more solidified in the late 1980s to early 1990s when hotel chain was opening many new properties. The first two days were devoted to orienting employees to The Ritz-Carlton culture and values, while remaining five days involved more specific skills training and trial runs of service delivery. To ensure that employees are get aligned with organization mission and core values, trainers from 23 nationalities who are all considered the “best of the best” in their role within the organization. These trainers are responsible for ensuring that each employee is at the required level or standard in their specific job function at the hotel. Schulze send a message to the new team that “You are not servants. We are not servants. Our profession is service. We are ladies and gentleman. We are ladies and gentleman and should be respected as such.” This statement affected employees to learn the genesis of the Ritz-Carlton motto, “We are ladies and gentleman serving ladies and gentleman” Moreover, The Ritz-Carlton employed the “Gold Standards” to ensure this message was communicated effectively to all employees. The Gold Standard included “The Credo, The Three Steps of Service, The Motto, The Employee Promise and the Twenty Basics” to ensure employees were focused on the organizations values. Next, employees in each functional area met for an introduction to their new departments. This is used to help the employees learn more about one another, their likes and dislikes, and how they could function together as an effective unit. After that, employees are trained for developing their skills which is useful for doing jobs. Because of these continuous communication and addresses from the top and intensive training, skill development and an aligned HRM...
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