The document discusses the organizational culture of The Ritz-Carlton Hotel. It describes the culture as luxurious, elegant, and focused on providing excellent customer service. Employees receive thorough training to meet precise service standards and are expected to make guests feel happy through natural interactions. While the culture emphasizes luxury and hospitality, managing it requires attention to succession planning and adapting to change. The culture is important for performance but can become too rigid without flexibility. Overall, the document examines the key aspects and importance of The Ritz-Carlton's service-oriented organizational culture.

2. Zarin Shuba Rumman 18305125
Name ID
Mahitul Islam 18305126
Abu Horaira Roni 18305127
Razia Sultana 17305111
Hamed Hasan Chowdhury 18305128
Md. Araf Hossain 18305129
B.M. Waliullah 18305130
Fahmida Yasmin 17305103
Mahmudul Hasan 17305122
Robin Mrong 17305075
Anny Dhar 17305078

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’.

4. • 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.
INTRODUCTION

6. •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.

10. . 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
Importance of this Culture

11. Draw Backs of Such Culture
•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.

12. •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.
Draw Backs of Such Culture

13. What challenges do you think the
company faced in changing the
culture?
 What is The Ritz-Carlton doing to
maintain this new culture?

14. •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.

15. 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
independenc
e for
employees
Leading
They trained
employees
for degree of
concern for
job
satisfaction.
Controlling
They made
self-reliance
on external or
internal
control.

16. • 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?

17. •Like to tackle different
situations
•Have a great personality
• Know how to communicate.
•Know how to entertain or
serve the customers

18. Material
Symbols
Exemplary
Customer Services
Rituals
Committed to treat its
guest like royalty.
Stories
luxurious, elegant
and formal.
Language
We are Ladies and
Gentlemen serving
Ladies and Gentlemen
FOCUS ON HOW EMPLOYEES LEARN
CULTURE

19. •What could other organizations learn
from The Ritz-Carlton about the
importance of organizational culture?

20. Manage to
make their
staff happy
Make
environment
more flexible
The Other Organization Can learn
Explorer
employee’s
potential
Motivate staff for more
effective and efficient
performance.
•Increased employee
satisfaction& In time
decisions &
Importance of
customer services