Ritz Carlton Case Study

Ritz Carlton Case Study
Paper instructions:
Ritz-Carlton case study (50 points): This case study will require that students outline the processes, systems, and human resource strategies commonly utilized within the industry to ensure that high quality customer experiences are consistently delivered to hotel guests. (LO8)
Detailed instructions: After reading The Ritz-Carlton Hotel Company case study, by Sandra Sucher and Stacy McManus (2001 and revised in 2005), please respond to each of the following questions or prompts:
1. “Service” can be an elusive concept. What is the essence of The Ritz-Carlton Experience? What is Ritz-Carlton selling?
2. As a prologue to the case study, Sandra Bucher and Stacy McManus open with a quote from the Analects of Confucius, which states: “The Master said, Govern the people by regulations, keep order among them by chastisements, and they will flee from you, and lose all self-respect. Govern them by moral force, keep order among them by ritual, and they will keep their self-respect and come to you of their own accord.” What is the significance of this quote and how does it relate to the Ritz-Carlton Hotel Company and the effective practice of management in general? What strategies and processes does the Ritz-Carlton Hotel Company employ in their effort to “govern them by moral force and keep order among them by ritual” while ensuring that the “ladies and gentlemen” of Ritz-Carlton keep their self-respect?
3. Creating a customer-centered organizational culture that motivates associates to deliver exceptional, personalized service is critical to Ritz-Carlton’s success. When opening a new hotel, what process does Ritz-Carlton employ to quickly establish the appropriate organizational culture within just a seven (7) day period? Explain the process step-by-step. Please list each step and explain why each step is important.
4. Outline and explain the Ritz-Carlton service processes (e.g. Three Steps of Service, The Motto, The Credo, etc.) that Ritz-Carlton employs to ensure that their service consistently exceeds the expectations of hotel guests.
5. Explain how Ritz-Carlton responds to service deficiencies (guest problems). What steps does Ritz-Carlton take to improve the guest experience? What are the risks, challenges, benefits, and rewards associated with service innovation?
6. Explain the relationship between Millennium Partners and Ritz-Carlton. Who is Brian Collins and what is his relationship with Ritz-Carlton?
7. Brian Collins has requested that James McBride, the General Manager of the new Ritz-Carlton in suburban Washington D.C. consider changing the seven (7) day countdown process. Why does he suggest changing the process and, based upon your analysis of the case, do you feel that the process should be changed? Why or why not?
Please submit a single PDF or Word document with your responses to each of these questions or prompts through Canvas. Feel free to do additional research on Ritz-Carlton to supplement the information in case study. Please be certain to include appropriate supporting documentation and references with your submission.CLICK HERE FOR MORE ON THIS TOPIC