The Ritz Carlton is an organisation of luxury hotels in the hotel industry spread all over the world. It is renowned the world over for the high quality of services they provide as well as the low rate of employee turnover. They specialize in ensuring their customers get the very best comfort and that their stay at The Ritz is unforgettable. The Ritz Carlton has revolutionized the entire hotel industry and has set the standards for luxury hotels.
The leadership of Ritz Carlton has been unwavering in its quest to maintain the quality of the services they render. Even during hard economic times, they did not compromise quality for safety like most organisations in order to cut costs. They have managed to win the Malcolm Baldrige National Quality Award twice due to their dedication to be efficient and achieve maximum results. Aside from that, they have received several more wards from various sectors of the hospitality industry including culinary awards.
The Ritz Carlton aims to maintain the quality of services they have been offering over the years by keeping in mind the needs of their customers to achieve customer satisfaction. The management does not only satisfy their customers because that only meets their expectations, they go a step further to ‘wow’ them in order to keep them coming back.
Management also trains their employees on how to treat customers and listen to them in order to be able to serve them better. The employees of the Ritz Carlton are referred to as the ladies and gentlemen of the Ritz Carlton and are well mannered as well as full of positive attitude. Each morning, they meet to discuss the day’s agendas as well as any complaints from the customers in order to correct them. They are also allowed to make decisions on their own without having to go to their supervisors fast. This results in employee empowerment; this way, the employees can fix problems fast before they can have any major effects. It also enables them to assume personal responsibility thus ensuring that the quality of services is maintained.
Employees are well treated and are also involved in some of the decision making since they are the ones who spend the most face time with the customers. This is one of the main reasons the Ritz has a low employee turnover rate. Aside from that, they have also learnt to enjoy their jobs because they have been provided with a good and friendly working environment. This acts as a motivator to work harder and achieve more results.
The Ritz Carlton has a leadership wing where they train people from all over the globe on understanding the needs of their customers, customer satisfaction and also how to raise and maintain quality of services. They have also won awards for their achievements in their training services.
The leadership of the Ritz has faced difficulties no doubt, but they have remained true to their vision of quality service, excellent presentation and corporate advancement. Remaining focused and dedicated to their vision is the reason the Ritz Carlton has become a household name.
The Ritz Carlton has turned the business of the hotel industry into a true art form. Other organisations in the industry should benchmark the Ritz. They are an authority in the hospitality industry. Undoubtedly, the Ritz is one of the biggest organisations in the hotel industry and it only keeps growing.
Works Cited
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Schneider Benjamin and Bowen David E. “Winning the Service Game.” Boston: Harvard Business School Press, 1995.
Hanan Mark and Karp Peter. “Customer Satisfaction: How to Maximize, Measure and Market Your Company’s ‘Ultimate Product’.” New York: American Management Association, 1989.
Sanders Peter. “Takin’ Off the Ritz- a Tad.” The Wall Street Journal June 23 2006. Print.
