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
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