Ritz-Carlton is a hotel that is located in many parts of the world. Ritz -Carlton was first established in Boston at May 19, 1927; this was the first and main branch in the whole world. They started off with a small apartment building with normal rooms; the hotel was managed and founded by a man named Edward N. Wyner. The name Ritz-Carlton was derived from the Ritz-Carlton Insurance Company and the Ritz Paris’. They asked for permission to call the hotel Ritz-Carlton, and made the Luxurious Hotel Ritz-Carlton in the heart of Boston, they only charged 15$ per room. Now, the Ritz-Carlton hotel is one of the greatest hotels in the consumer service industry.
One of the Ritz-Carlton’s main and simplest goals is customer satisfaction, but not any type of customer satisfaction; they want to take customer satisfaction to the next level. The way the employees treat the customers is magnificent, they treat them with royalty. That is the whole theme of the Ritz-Carlton Hotel, to treat customers splendidly; they even have a motto that says “We are ladies and gentlemen serving ladies and gentlemen”. You can tell from the motto that the employees have been trained adequately just to treat customers with perfection, and that is exactly what they did. Another goal that the Ritz-Carlton is planning is that they are making more hotels at many upcoming locations, and some locations that people already know which are in the United Arab Emirates (Abu Dhabi) and Egypt (Cairo).
Earlier in this essay I have explained what the employees’ plans and goals are customers’ happiness, but I have not yet explained what they are mainly trained to do. The Ritz-Carlton employment strategy empowers the employees to learning three main things before they are accepted to their job. Those three things are Hunger and Poverty relief, well being of children and Environmental Conservation. Ritz-Carlton partners up with many charity programs to provide shelters and homes for places with poor environments. When it comes to the Well-Being of children, the Ritz-Carlton are always up for helping children live in a peaceful environment where there are libraries for them to learn and playgrounds for where they can have fun in, basically just to help them stay out of disastrous and dangerous environments. Last but not least, Environmental conservation. When it comes to going green, The Ritz-Carlton is the first to help the world become a better place. They even have certain types of teams called the Ritz-Carlton Environmental Action Conservation Teams (REACT). What they do is that employees search for better equipment to be used in hotels that are less harmful for the environment such as making community gardens and beaches, and also helping with roadside cleaning to keep endangered species alive.
In this part of the Case Study I will be answering three questions related to the case application (Ritz-Carlton Hotel). One of the questions was, describe the culture at the Ritz-Carlton and why do you think this type of culture might be important to a luxury hotel? What might be the drawbacks of such a culture? The culture of the hotel was mainly royalty, when it comes to a luxurious hotel the most important thing is to keep the customers satisfied. The Ritz-Carlton does a very good job when it comes to treating customers. But maybe one of the drawbacks might be that employees may be against treating certain customers nicely if they feel like they don’t deserve it, for example seeing a customer wearing normal casual clothes of such.
Second question, what challenges do you think the company faced un changing the culture? What is The Ritz-Carlton doing to maintain this new culture? The Ritz-Carlton’s culture is customer satisfaction, they changed the culture in a way but they are still getting the same outcomes, which is the customer’s happiness. So I would say that the Ritz-Carlton is maintaining the situation in a rather good way, because they haven’t forgotten their main goal and motto.
Third question was, 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? Well, before employees get their jobs in the Ritz-Carlton, they are trained with knowledge of treating customers with royalty and respect. I have also explained in paragraph 3, that customers are trained to know 3 main ideas before being accepted to their jobs. If the employees cannot accept these obligations then they will not be employed.
The fourth question clearly asks, what could other organizations learn from the Ritz-Carlton about the importance of organizational culture? Well if it’s one thing that I’ve learned from The Ritz-Carlton is that they stick to their plans and goals no matter what happens. Other hotels need to learn how to stick with one culture and that culture should be for a good cause, just like how the Ritz-Carlton only thinks about the environment, customer satisfaction, children and poverty.
Honestly, if it was my choice to stay at any hotel I wanted, I would choose the Ritz Carlton hotel mainly because they treat you like you are a king. You feel like everybody there is your friend, everybody is nice to you and everyone knows your name. It is not a place where you would feel lonely at, it is a hotel with a warm open heart that welcomes you whenever you need a room to stay at. If it was my choice to work at Ritz-Carlton I would probably agree to it, mainly because it is a hotel that really cares about happiness rather than just making money.
