essay 2 / the Ritz Carlton

Contents

Introduction. 2

Mission, Goals and Corporate Strategy. 2

Notable Management Issues. 2

Significant Events. 3

Discussion Questions. 3

Conclusion and Recommendation. 4

Introduction

            Ritz-Carlton Hotels is part of the services industry, and provides various services in the hotel sector. The company provides hotel services to a number of customers in the services industry.

Mission, Goals and Corporate Strategy

            Ritz-Carlton Hotels has a very specific corporate strategy. Its mission is to provide its customers with exemplary services, no matter what aspect of the hotel business is taken under consideration. The corporate culture in the company makes sure that its employees are treated very well, and referred to as ‘Ladies and Gentlemen’. They are treated in this manner to give them the chance to treat their customers in a similar manner. The company’s goals are to provide each and every customer with a certain standard of service, service which is better and more efficient than any of the other hotels in the business. The employees are constantly schooled in the various ways in which the company’s service levels can be upheld. Ritz-Carlton Hotels does this by providing 15 minute training classes every day to the employees in order to make sure that they know exactly what to say to the customers in order to make sure that exemplary customer service is provided.

Notable Management Issues

            The company has had a number of management issues over the years. One of the most prominent of these is the fact that its employees sound like they are emotionless and cold towards their customers. This is because the employees are given very specific instructions on how to behave towards the customers, with outlines about each and every aspect of customer service. This training did give the employees an idea of how to talk to the customers, but training cannot include the warmth that comes when an employee makes a genuine effort.

Significant Events

            When management started to realize that its customers were being treated by employees who were not warm enough, it introduced a new strategy in its operations. The management no longer told the employees how to perform the task, though the goals of the company stayed the same. However, the employees were told to find out how to make sure that they spoke with warmth and integrity to the customers instead of reciting lines which the management told them to say.

Discussion Questions

1.      The company culture indicates that the employees of the company be treated like the guests of the company, with excellent service. This service is translated positively to exemplary customer services. In a hotel, it is important that the employees be treated in the best way possible. This will help the company employees provide honest smiles and truly good service for the customers, bad treatment of the employees cannot be translated to good service for the customers.

2.      Ritz-Carlton Hotels cannot hope that all the employees of the company will be able to make the customer happy simply by being charming and hospitable. However, in order to help the new culture, the company’s management will provide certain guidelines for its employees to help them in their job. These guidelines shall only be guidelines, not instructions for the employees, so that employees can discover their own way of providing the customers with exemplary services.

3.      A person who is genuinely nice and has an open smile is likely to be very successful in this kind of culture. He or she will find it easier to deal with customers, as they will simply need to be themselves to interact with the customers and improve the image of the company for the customers. New employees simply need to learn how to be the best possible individual and be charming towards their customers. This will provide positive feedback, and contribute to their success in the organization.

4.      Ritz-Carlton Hotels is a company that has improved and modified its organizational culture in order to suit the tastes of the customers. Customers have been treated to robotic employees following the instructions of the management too many times in too many hotels. However, Ritz-Carlton Hotels will provide them with a unique experience. It allows the employees to interact with the customers in a much more open and whole hearted manner. This will give the customers a chance to individually interact with the hotel management and employees and be welcomed with warm smiles instead of put on smiles when they enter the hotel. Other companies would do well to learn the importance of the organizational culture from Ritz-Carlton Hotels, as it is the organizational culture that gives the company the ability to provide its customers with high levels of services.

Conclusion and Recommendation

            Ritz-Carlton Hotels is a company that has an extensive corporate culture. It treats its employees with respect, and this is a company that I would love to work for. Having a good work environment is one of the most important factors that contribute to working for a company.