Download - Ritz Carlton hotel final

8/13/2019 Ritz Carlton hotel final

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Ritz-Carlton Hotel

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MEMBERS - Group No. 3

ZUHAIR KHAN

SAIRA WAQAS DANISH AZMAT

OMAR DAWOOD

NASSER AHMED KHAN


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INTRODUCTION

The Ritz-Carlton Hotel is luxurious, elegant andformal .

They provide commendable customer services.

Their motto is We are Ladies and Gentlemenserving Ladies and Gentlemen . Employees have been trained in very precise

standards and specification for treatingcustomers.

In the past Ritz-Carlton management approachuse to be prescriptive and scripted but later onit was expected from the employees how tomake guest happy by interaction to morenatural, relaxed and authentic .


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Ritz-Carlton Focus


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QUESTIONS KEY POINTS

1. Case information, Culture at Ritz-Carlton,Culture importance, and drawbacks of Culture.

2. Challenges of Changing Culture, and Steps ofmaintaining new Culture.

3. Kind of person happiest & successful, and hownew employees learn culture.

4. Points of learning for Other Organization aboutOrganizational Environment.


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Question # 1

The information from this case, describe theculture at The Ritz-Carlton.

Why do you think this type of culture might beimportant to a luxury hotel?

What might be the drawbacks of such aculture?


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Answer

The culture main focus is on luxury,comfort, style, hospitality and of course thecuisine.The main objective of the hotelmanagement is to give its customers aservice like kings and queens.


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Ritz Carlton as Organizational CultureCharacteristics

Innovation & Risk taking - More Natural, Relaxedand authentic.

Attention to detail precise standards andspecification.

Outcome orientation commendable customerservices.

People orientation Trainings. Team orientation Trainings of Groups. Aggressiveness Immediate customer services. Stability luxurious, elegant and formal.


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Importance of this Culture

This type of Culture is important because it hasinfluence on employees and it is associated with highperformance.

Believing customer service is a must for a luxury hotelespecially when dealing with customers one of thereason a hotel can be name or rate as luxury is becauseof the service that people receive. It always good to beaddress as sir or madam it shows value to their clients

and hospitality, the way they treat people make itsuperb from the rest, people love attention and thishotel shows it all the way from different level such as bysmiling and treat people with respect warm and caring.


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Draw Backs of Such Culture

The drawback is the way they detail themselves it like ascripted (A particular system of entertaining) andrecitation (Oral delivery of prepared lessons) and a way itis good to be motivated but to what extent are one willingto go to make customers satisfy. It seems these people

are playing a role of a robot it is an act and the show mustgo on.Since this kind of organizations culture depends on thecaliber of the leader, so the selection and succession isregarded as a critical variable and much time and effortshould be spend on them. Employees working in this kindof organization culture are reluctant to change and theyrespond to the changing environment by first ignoring thechange. Also this kind or organization culture is veryexpensive .


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Question # 2

What challenges do you think the companyfaced in changing the culture?

What is The Ritz-Carlton doing to maintainthis new culture?


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Answer

A challenge that may Ritz-Carlton faced ismaintaining and Stronger the Culture of theirSystem and implement the culture to theiremployees with detailed basic of the Culturesystem that Ritz-Carlton have.


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To Maintaining New Culture Ritz-Carltonmust be doing

Planning Ritz Carlton establish appropriatethe new culture with constrains decision

making in management functions. Organizing Management provide degree of

independence for employees.

Leading They trained employees for degreeof concern for job satisfaction.

Controlling They made self-reliance on

external or internal control.


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Question # 3

What kind of person do you think would behappiest and most successful in this culture?

How do you think new employees learnthe culture?


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Answer

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.

Ritz-Carlton objective is to serve its customers at far above the

ground and its employees should embed to execute their jobeffectively and efficiently with following qualities:


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Employees that have qualities stated in lastslide can learn with the orientation relatedparticular Organizational goals.


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Stories : luxurious, elegant and formal. Rituals : Committed to treat its guest like

royalty. Material Symbols : Exemplary Customer

Services. Language : We are Ladies and Gentlemen

serving Ladies and Gentlemen.

FOCUS ON HOW EMPLOYEES LEARNCULTURE


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Question # 4

What could other organizations learn fromThe Ritz-Carlton about the importance oforganizational culture?


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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

Answer

The Other Organization Can learn


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Thank You