Introduction:
Cesar Ritz was born in Switzerland in 1850. He was known as the King of Hoteliers, he opened three luxurious hotels in Europe, London’s Carlton and Savoy and the Ritz in Paris before dying in 1918. His idea of service and improvement redefined the luxury hotel experience in Europe from his management of the Ritz Paris and the Carlton London.
Body of the report:
After he died, his wife Marie took over and opened hotels in his name. In 1911 the company announced its intention to expand North America. In 1912 The first Ritz-Carlton was built in North America in Montreal. Another one was built in 1917 in New York. The one in Atlantic City was opened in 1921. And later after that was opened in Philadelphia and Boca Raton.
The Ritz-Carlton Investing Company was built by Albert Keller, who bought and got the authorization to have the name in the United States. In 1927 he built the Ritz-Carlton hotel in Boston, the room rate was $15 per night, It was the hotel of kings, queens and celebrities at that time, like Prince Charles, Bette Davis and Howard Hughes, were just a few of its famous guests.
The Ritz hotel was crossed by different management such as The Wyner form 1927-1964, The Blakeley from 1964-1983, The Corporate from 1983-1999 and finally Millennium Purchase.
This amazing and elegant hotel company is the first and the only organization twice honored with the Malcolm Baldrige National Quality Award from the United States Department of Commerce. Also, these worldwide five-star resorts and luxury hotels operate have been suing and operating through a very effective Credo and Motto which was “We are ladies and Gentlemen serving Ladies and Gentlemen” this motto present the anticipatory service provided by all employees.
In mid 2006 a new customer services philosophy implemented and change the company approach, the credo was the same “ to stand genuine and comfort of the guests is the hotel’s highest mission” and still the goal is “ a happy guest who’s satisfied with the hotel customer services” witch was instead of schooling their employees and telling them how to deal and treat their guest to letting them figure it out on their own and that approach as Diana Oreck, the Vice President mentioned was a moved from the heavily prescriptive scripted approach and that the new approach allowed the staff to interact with guests more natural, relaxed better than sounding like they are reading lines and act based on a manual.
Conclusion and Recommendation:
I can see that the Hotel business went up and down throw different management all over the years and I guess that’s what business is all about. It is unpredictable specially if the company got use to a specific system and approach and it’s hard to move to a new approach because for some companies it could be risky.
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1. What challenges do you think the company faced in changing the culture? What is the Ritz-Carlton doing to maintain this new culture?
· I think changing of management has a big impact on the culture, because different management means different mindset and different ways of managing the company.
· The Ritz-Carlton strategy is to be flexible with the changes and they are giving the opportunity for their staff to work on their own to deal with the customers for better customer services.
2. What kind of person do you think would be happiest and most successful in this culture? How do you think new employees “learn” the culture?
· Defiantly the employee will be the happiest and that’s because he/she is been given the opportunity to build on his/her work experience
· A new employee will be expected to be mentored and supervised before he/she start to interact on his/her own
3. What could other organizations learn from The Ritz-Carlton about the importance of organization culture?
· To have a good understanding of their business needs and that the changes sometimes could be good to help on the developing of the organizations and can take it forwarded.
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