1.The Ritz-Carlton Understands the Value of Every Employee. If you’ve ever held a job where you didn’t feel appreciated, you understand how frustrating it can be. Heck, you probably didn’t care about the company, right? Well, the Ritz-Carlton avoids this pitfall by valuing every employee. By empowering the employee, the hotel creates a staff that is passionate about the hotel, its services, and its success. Furthermore, happier employees mean happier guests. In fact, the Ritz-Carlton has empowered employees so much that they have the ability to spend up to $2,000 to ensure guests have an enjoyable stay without seeking permission from management. 2.The Ritz-Carlton Defines its Brand. If you want to improve the public image of your brand, then what better way is there to do so than by defining it yourself? The Ritz-Carlton does this by telling stories about the hotel through its online content strategy. Their Stories that Stay with You page elaborates on ways in which their employees and the greater hotel have gone out of their way to ensure a great stay for guests. The Ritz-Carlton is excellent at not only framing their stories, but in behaving in such a way – providing great customer service at every level – that great stories happen. 3.The Ritz-Carlton Abides By its Standards. Forget unwritten rules or laws. The Ritz has 12 Service Values that are etched into every employee’s memory. By requiring that everyone on the payroll memorize the company’s golden standards, the Ritz showcases the fact that they are genuinely passionate about their standards and commitment to customer service. Likewise, be sure to establish internal and external standards for your brand and hold your entire team accountable to them to ensure an incredible customer experience! For over a century, the Ritz-Carlton Hotel has defined itself as the standard for quality and luxury in the hotel industry. While the ritzy Ritz-Carlton is flush with grandiose chandeliers and staircases, it’s the customer service and brand differentiation that’s given the hotel its staying power. By implementing pizazz into your marketing strategy, you’ll give your business a more powerful presence in the real context of B2B relations.

1. Ritz-Carlton Hotel
1

2. MEMBERS - Group No. 3
 ZUHAIR KHAN
 SAIRA WAQAS
 DANISH AZMAT
 OMAR DAWOOD
 NASSER AHMED KHAN

3. 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.

4. Ritz-Carlton Focus

5. QUESTIONS KEY POINTS
1. Case information, Culture at RitzCarlton, Culture importance, and drawbacks of
Culture.
2. Challenges of Changing Culture, and Steps of
maintaining new Culture.
3. Kind of person happiest & successful, and how
new employees learn culture.
4. Points of learning for Other Organization about
Organizational Environment.

6. 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?

7. 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.

8. Ritz Carlton as Organizational Culture
Characteristics
• Innovation & Risk taking - More Natural, Relaxed
and authentic.
• Attention to detail – precise standards and
specification.
• Outcome orientation – commendable customer
services.
• People orientation – Trainings.
• Team orientation – Trainings of Groups.
• Aggressiveness – Immediate customer services.
• Stability – luxurious, elegant and formal.

9. Importance of this Culture
This type of Culture is important because it has
influence on employees and it is associated with high
performance.
Believing customer service is a must for a luxury hotel
especially when dealing with customers one of the
reason a hotel can be name or rate as luxury is because
of the service that people receive. It always good to be
address as sir or madam it shows value to their clients
and hospitality, the way they treat people make it
superb from the rest, people love attention and this
hotel shows it all the way from different level such as by
smiling and treat people with respect warm and caring.

10. Draw Backs of Such Culture
The drawback is the way they detail themselves it like a
scripted (A particular system of entertaining) and
recitation (Oral delivery of prepared lessons) and a way it
is good to be motivated but to what extent are one willing
to go to make customers satisfy. It seems these people
are playing a role of a robot it is an act and the show must
go on.
Since this kind of organization’s culture depends on the
caliber of the leader, so the selection and succession is
regarded as a critical variable and much time and effort
should be spend on them. Employees working in this kind
of organization culture are reluctant to change and they
respond to the changing environment by first ignoring the
change. Also this kind or organization culture is very
expensive.

11. 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?

12. 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.

13. To Maintaining New Culture Ritz-Carlton
must be doing
• 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.

14. 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?

15. 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.

16. Employees that have qualities stated in last
slide can learn with the orientation related
particular Organizational goals.

17. FOCUS ON HOW EMPLOYEES LEARN
CULTURE
• 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.

18. Question # 4
 What could other organizations learn from
The Ritz-Carlton about the importance of
organizational culture?

19. Answer
The Other Organization Can learn
•
•
•
•
•
•
•
•
Manage to make their staff happy.
Explorer employee’s 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

20. Thank You