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Ritz

Ritz

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Published by Rabia Roco

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Published by: Rabia Roco on Jul 01, 2012
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RITZ CARLTON
INTRODUCTION:
Ritz-Carlton has become a leading brand in luxury lodging by rigorously adhering to its ownstandards. It is the only service company in America that has won the Malcolm BaldridgeNational Quality Award twice, and Training Magazine has called it the best company in thenation for employee training. Its unique culture starts with a motto: "We are ladies andgentlemen serving ladies and gentlemen." One of its remarkable policies is to permit everyemployee to spend up to $2,000 making any single guest satisfied. Ritz-Carlton codifies itsexpectations regarding service in "The 12 Service Values," "The Credo," "The Three Steps of Service," "The 6th Diamond" and other proprietary statements that are taught to all 38,000employees throughout 73 properties in 24 countries. Simon Cooper, who has led Ritz-Carlton forthe past eight years, talks about what makes Ritz-Carlton, well, the Ritz-Carlton model.
“We focus on three fundamentals. First, location
--making sure we get absolutely the bestlocation, where our luxury customers want to stay. Second, product--building the right physicalproduct for what our guests want today and what they will want tomorrow, which means aninvestment of between $500,000 and over $1 million per room. That's the platform. Third,people--our ladies and gentlemen serving ladies and gentlemen. They animate the platform. Butyou must get the first two rights. If you're not in the right location, or if you don't have the rightphysical product, then employees,
ladies and gentlemen, can only do so much.”
 The respect to the employees is the key factor of success as the Ritz Carlton show to theiremployees and it is also reflected in their policies, their diversity, and their understanding of theneeds of the families that make up their companies. They are indeed extensions of a family witha corporate name.
NUMBER OF EMPLOYEES:
38,000
SALES OFFICES:
12 International Sales Offices: Atlanta, Chicago, Dubai, Frankfurt, Hong Kong, London, LosAngeles, New York, Shanghai, Singapore, Tokyo and Washington D.C..
PARTNER HOTELS:
The Ritz LondonHotel Ritz MadridBali, Indonesia, BULGARI Hotels and ResortsMilan, Italy, BULGARI Hotels and Resorts
 
 
THE RITZ-CARLTON "BASICS"
 
The Credo will be known, owned and energized by all employees.
 
Our motto is: “We are Ladies and Gentlemen serving Ladies and Gentlemen”. Practiceteamwork and “lateral service” to create a positive work environment.
 
 
The three steps of service shall be practiced by all employees.
 
All employees will successfully complete Training Certification to ensure theyunderstand how to perform to the Ritz-Carlton standards in their position.
 
All employees will successfully understand their work area and Hotel goals as establishedin each strategic plan.
 
All employees will know the needs of their internal and external customers (guests andemployees) so that we may deliver the products and services they expect. Use guestperformance pads to record specific needs
 
Each employee will continuously identify defects (Mr. BIV) throughout the Hotel.
 
Any employee who receives a customer complaint “owns” the complaint.
 
 
Instant guest pacification will be ensured by all. React quickly to correct the problemimmediately. Follow-up with a telephone call within twenty minutes to verify theproblem has been
resolved to the customer’s satisfaction. Do everything you possibly can
to never lose a guest.
 
Guest incident action forms are used to record and communicate every incident of guestdissatisfaction. Every employee is empowered to resolve the problem and to prevent arepeat occurrence.
FIVE TENETS OF TQM
While the following five principles are not the only tenets of Total Quality Management, byconcentrating on these principles, employees will realize that TQM is not just another "program"that will almost certainly vanish. The key is that TQM is an integrated system of techniques andtraining.
(1)
 
Commit to Quality
. Making quality a number-one priority requires an organizational cultureto support it, and only top leadership can foster a TQM culture. Thus, the first step toward TQMmust involve active support and direction from top-level managers, especially the CEO.
(2)
 
Focus on Customer Satisfaction
. Customers are concerned about quality and, in fact, defineit for the organization. Successful TQM companies are acutely aware of the market. They knowwhat their customers really want and invariably meet and exceed their expectations.
(3)
 
Assess Organizational Culture
. A select group of top managers and employees fromdifferent parts of the company should examine the organization, with a focus on its culture, andassess the fit between that culture and TQM's principles. This assessment, which may takeseveral months to complete, will help management build on strengths, identify weaknesses, andset priorities.
(4)
 
Empower Employees and Teams
. Although TQM is led from the top, the real work occurs"bottoms-up." Empowering employees and teams requires training them to use their authorityeffectively. It may also require redesigning some jobs to facilitate a team approach and
 
modifying policies and practices that support rewards for results and other cultural elements thatempower employees.
(5)
 
Measure Quality Efforts.
The ability to gauge your efforts toward superior employeeperformance, streamlined decision-making, supplier responsiveness, and improved customersatisfaction is endemic to the TQM process. Information gathering and analysis techniquesshould help identify causes of work-process problems and be well-designed, timely, andstraightforward. In the end, TQM is based mostly on rational thinking and problem solving, noton sophisticated statistics and other measurement techniques.
Awards
The Ritz-Carlton Hotel Company L.L.C., which operates five-star resorts and luxury hotelsworldwide, has received all the major awards the hospitality industry and leading consumerorganizations can bestow. Our organization is the first and only hotel company twice honoredwith the Malcolm Baldrige National Quality Award from the United States Department of Commerce.U.S. News & World Report 2012- Best Hotels in the USAConde Nast Gold List 2012Conde Nast Traveler: Readers' Choice Awards
Products:
1. Rooms:
The rooms in hotels are based on the Category of the hotel. The facilities in the rooms are basedon the type of hotel and price of the rooms are based on the type and facilities provided in theroom.
The newly renovated guestroom design concept incorporates various color schemes featuring
teals,golds, grays and yellows. Beautiful new desks, LG HDTV flat screen televisions, rich built-indressers with cantilevered desks and custom-designed lamps mix seamlessly to create warm,serene, and relaxing living spaces.
Few types of rooms:
i. Standard Room
 
280
 – 
345 square feet
 
Choice of one king or one queen bed

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