The Ritz-Carlton Hotel Comapny Difference
...rely. QUESTIONS 1. Discuss Ritz-Carlton’s competitive strategy. The Ritz-Carlton’s competitive strategy is based on Cesar Ritz’s vision of excellent service that satisfied the most discerning of guests. The basis for this strategy was quality and customer service that was above all other hotels and that the guest would always remember. Over a century of experience has allowed The Ritz-Carlton Hotel Company to develop a precision to the art of customer service, and how to take care the customer no other way that any hotel does. This experience has led them to develop a motto which is part of the Gold Standards, implemented in the 1980’s. These standards include The Credo, The Three Steps of Service, The Motto, The Employee Promise, and The Twenty Basics, which were designed to focus employees on the core company values. These principles differentiated The Ritz-Carlton Hotels from others in many ways. One way that was presented in the case was about guests. When McBride was the general manager of The Ritz-Carlton in Kuala Lumpur, he greeted travelers at the airport with mimosas and discount coupons presented on silver trays, serenaded them with piano concertos, and even created a hotel room in the airport, complete with an armoire, bed, television, and other accoutrements representatives of the hotel’s furnishings. In Washington D. C., McBride held an afternoon tea in Washington Circle, with 100 ambassadors, prominent citizens, and members of the media enjoying the city’s famed cherry blossoms as they rode to the tea in horse-drawn carriages and open trolleys. After such treatment who could say that they were treated as they never have by a hotel. These are just two examples of THE Ritz-Carlton Hotel Company differentiates itself from other hotels in both quality and customer service. 2. Discuss the role of leadership and values in creating a culture of service at the Ritz-Carlton. Also, discuss the different ways Ritz-Carlton ensures that its people provide exceptional service. The Ritz-Carleton competitive strategy is based on Cesar Ritz’s vision of excellent personalized service that satisfied the most discerning guests and has been adapted over the last century. This philosophy was a distinguishing hallmark of the organization. The Ritz-Carleton set itself apart from other hotels in that they respected their employees. This issue is driven by the leadership. Management felt that a successful business is one that is capable of enlisting an employee not only for his muscles and his labor, but also for his brain, his heart, and his soul. Management believed that it was their company’s deep respect for its employees that led to their satisfaction with and commitment to the organization. The Ritz-Carleton had extensive formal and informal training which prepared employees to fulfill their curren...