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INTRODUCTION
The Ritz-Carlton Hotel is luxurious, elegant and formal. They provide commendable customer services. Their motto is We are Ladies and Gentlemen serving Ladies and Gentlemen. Employees have been trained in very precise standards and specification for treating customers. In the past Ritz-Carlton management approach use to be prescriptive and scripted but later on it was expected from the employees how to make guest happy by interaction to more natural, relaxed and authentic.
Ritz-Carlton Focus
Question # 1
The information from this case, describe the culture at The Ritz-Carlton. Why do you think this type of culture might be important to a luxury hotel? What might be the drawbacks of such a culture?
Answer
The culture main focus is on luxury, comfort, style, hospitality and of course the cuisine. The main objective of the hotel management is to give its customers a service like kings and queens.
Question # 2
What challenges do you think the company faced in changing the culture? What is The Ritz-Carlton doing to maintain this new culture?
Answer
A challenge that may Ritz-Carlton faced is maintaining and Stronger the Culture of their System and implement the culture to their employees with detailed basic of the Culture system that Ritz-Carlton have.
Planning Ritz Carlton establish appropriate the new culture with constrains decision making in management functions. Organizing Management provide degree of independence for employees. Leading They trained employees for degree of concern for job satisfaction. Controlling They made self-reliance on external or internal control.
Question # 3
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?
Answer
Ritz-Carlton objective is to serve its customers at far above the ground and its employees should embed to execute their job effectively and efficiently with following qualities:
Love to Interaction with Other Peoples. Like to tackle different situations. Have a great personality. Know how to communicate. Know how to entertain or serve the customers. Have quality of innovations. Observing other employees execution towards the guest.
Employees that have qualities stated in last slide can learn with the orientation related particular Organizational goals.
Question # 4
What could other organizations learn from The Ritz-Carlton about the importance of organizational culture?
Answer
The Other Organization Can learn
Manage to make their staff happy. Explorer employees potential. Make environment more flexible. Motivate staff for more effective and efficient performance. Maintain standards while changing the approach. Increased employee satisfaction. In time decisions Importance of customer services
Thank You