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The Ritz Carlton Hotel Company L.L.C As The "King Of Hoteliers

1980 words - 8 pages

EXECUTIVE SUMMARY:The Ritz-Carlton Hotel Company L.L.C is known in the hotel industry as the "king of hoteliers". It is best known for its exemplary and extraordinary service.The principles behind its service are largely driven by the legacy of Ceaser Ritz, whose philosophy of service and innovations redefined the standards of service, dining and facilities for luxury in a hotel. In order to maintain its positioning in the market, the company has strived to enhance its core competencies and preventing them from becoming rigidities.The report aims to outline and illustrate how the Ritz-Carlton has used and could adopt Human Resources Management strategy to propel it to a higher level in the industry.BACKGROUND AND ESSENCE OF SERVICE:The Ritz-Carlton Hotel Company L.L.C is a leader in the hotel and hospitality industry that specializes in the development and operation of luxury hotels for others. It currently has operations in the three major regions; Asia/Pacific, Europe/Middle East and the Americans and Caribbean. (see Exhibit 1)Today the company is renowned for its exemplary and extraordinary service and painstaking attention to detail The key driver of it success was the legacy of Ceaser Ritz, whose philosophy of service and innovations redefined the standards of service, dining and facilities for luxury in a hotel setting endured long after his demise through his son Charles Ritz, who was an active board member of The Ritz-Carlton until his death in 1977.As one would expect the measure of the satisfaction derived from personalization available is totally in the control of the clients. The Ritz-Carlton group realized this long time ago and has since developed an aggressive and proactive approach to innovation of it delivering of services to consistently exceed the expectations of the guests. As a result, the company has received all the major awards the hospitality industry and leading consumer organizations can bestowThus in order to maintain its positioning in the market, the company has strived to enhance its core competencies and preventing them from becoming rigidities by constantly refining its processes to ensure sustainability and proactive evolution of it values and standards of service. The company's guiding principles are embodied in the "Gold Standards" which encompass the values and philosophy by which it operates. They provide a guideline for the operational management of the hotels.Actions taken by Ritz-Carlton for the fulfilment of these standards include Total Quality Management (TQM) philosophy that permeates the organization, customized programs, establishment of Service Quality Indicators (SQIs) and Corporate Social Responsibility initiatives. However; the heavy emphasis on human resources is probably the most critical component of it strategy. It based on the four aspects of Human Resources Management:1.Planning2.Recruitment3.Development4.Review and appraisalRitz-Carlton's main product is guest experience that is...

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