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Copy of The Ritz-Carlton Approach

Ritz-Carlton is renowned for its customer service approach. How, and what, do other service providers learn from them?


on 10 November 2013

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Transcript of Copy of The Ritz-Carlton Approach

Gold Standards
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 ambiance.
The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.
The Moto
At The Ritz-Carlton Hotel Company, L.L.C., "We are Ladies and Gentlemen serving Ladies and Gentlemen." This motto exemplifies the anticipatory service provided by all staff members.
The Three Steps of Service
A warm and sincere greeting. Use the guest's name.
Anticipation and fulfillment of each guest's needs.
Fond farewell. Give a warm good-bye and use the guest's name.
Service Values: I Am Proud To Be Ritz-Carlton
3. I am empowered to create unique, memorable and personal experiences for our guests.

6. I own and immediately resolve guest problems.

10. I am proud of my professional appearance, language and behavior.
The 6th Diamond
The Employee Promise
At The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests.
By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company.

Total Quality Management at The Ritz-Carlton

Continuous improvement of services at the Ritz Carlton Hotel
Ritz Carlton History
Drive out Fear and Build Long Term Relationships
7 Deadly Diseases
"Let Us Stay With You"
Named after the famous Cesar Ritz, the Ritz-Carlton Hotel Company.

Revolutionized the Luxury Hotel Industry with its first official hotel in Boston in 1927.

Two-day orientation program
'Day 21' on the job training
100 hours of training every year

81 properties worldwide
(26 countries)
“We are Ladies and Gentlemen serving Ladies and Gentlemen”
Maureen Ibeh
Parinda Maha Singh

A management company which provides luxurious hotels and resorts
Well known for its outstanding reputation of providing exceptional guests service and upholding the brand image of comfort and luxury.
Focus on understanding the needs and preferences of its customers resulting in excellent customer service.
The hotel industry today largely
concentrates on achieving product and
service quality improvement on a consistent
basis to gain competitive advantage.
In recent years, industry more focused on TQM strategy than previous programs and techniques.
Application of TQM provided
a hurdle

Some aspects of TQM were difficult to implement
First Hospitality company to win and illustrate the successful application of Malcolm Baldrige award criteria.
Creating Constancy of Purpose
Closely Working with Suppliers
Resolving guest problems
an issue identified
Customers want the issue to be solved instantly rather than later by management
Company believes in
'1 -10-100' rule
'What cost less to fix today ,
will cost more to fix
down the line'
Front line employees
enabled to come up with
Employees empowered up to the
financial limit of $2000

Authority to make decisions
to resolve guest problems
Laundry department burned hole in bridesmaid dress

Issue resolved by buying a new dress on company credit card

Come up with
collective ideas to resolve promblems
Build team approach
but resistant from
Trained managers with new management techniques
and found new roles
Managers sat on review
boards ; analyzed and
studied each teams goals
and plans
Found more time was required in building
Integrated together to provide
superior services by a process
of target selection
Ensure right employee
is involved, motivated
and matched with
New employees oriented
on corporate culture,
trained and job
Company values reinforced
through appraisal
and performance
Quality performance set
out by employees of each
work level
Employees fear being held
responsible for failures and
Created own performance
appraisal system
Only hold employee responsible
for things that they
can control
Lack of Constancy
of Purpose
Evaluation of Performance
Lack of constancy of purpose.
Emphasis on short-term profits.
Evaluation by performance, merit rating,
or annual review of performance.
Mobility of management.
Running a company on visible figures alone.
Excessive medical costs.
Excessive costs of warranty, fueled by lawyers
who work for contingency fees.
Always improving products and services
The Ritz Carlton hotel strive to keep long relationships with all the staff and also provides continuous refresher trainings for them
This can be a positive or a negative issue for the company.
Ritz Carlton Hotel is a very good example of a company implementing TQM although it needs continuous improvement to be better than its competitors.
To minimize costs
Move to a lone suppliers
Ritz Carlton Total Quality Management
Company Overview
Over 38, 000
14 Deming's Point
Full transcript