This document contains questions and answers about organizational culture at The Ritz-Carlton hotel. It discusses the importance of their culture of luxury and exceptional customer service. It notes that while this culture provides excellent customer experiences, it may be draining for employees who feel they must always be "on". The document also explores how new employees learn the culture through stories, rituals, symbols and language emphasizing service. Other organizations can learn from Ritz-Carlton's focus on customer service, staff satisfaction, and flexibility when changing approaches.
It is about history, Profile, Wow Story, Employee Motivation and Customer services provided by the Ritz Carlton. His moto, creto, expansion plan and uniqueness about them.
Superior service providers consciously strive to create a memorable customer experience by nurturing a culture for 'serving' . They go beyond efficient and effective service design to bring spirituality in service .Superior service delivery requires managing customer expectations and incorporating self service technologies .Customers' expectations play a crucial role in this .
This case study is an example of designing and managing services .
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.
This presentation gives you an insight into the world of The Ritz -Carlton and helps you understand via marketing fundamentals why designing and managing services are of utmost importance.
It is about history, Profile, Wow Story, Employee Motivation and Customer services provided by the Ritz Carlton. His moto, creto, expansion plan and uniqueness about them.
Superior service providers consciously strive to create a memorable customer experience by nurturing a culture for 'serving' . They go beyond efficient and effective service design to bring spirituality in service .Superior service delivery requires managing customer expectations and incorporating self service technologies .Customers' expectations play a crucial role in this .
This case study is an example of designing and managing services .
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.
This presentation gives you an insight into the world of The Ritz -Carlton and helps you understand via marketing fundamentals why designing and managing services are of utmost importance.
This a pdf version of the original ppt. It gives you the insights of the world of The Ritz-Carlton and helps you understand why it became so successful via marketing concepts
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Ritz carlton case study
1.
2.
3.
4. QUESTIONS KEY POINTS:
1. Case information, Culture at Ritz- Carlton, 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.
5.
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
• The 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 bead
dress 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 It seems these people are playing a role
of a robot it is an act and the show must go on.
• 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. 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.
13. 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?
14. 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.
15. 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.
16. QUESTION # 4
• What could other organizations learn from The Ritz-
Carlton about the importance of organizational culture?
17. ANSWER
The Other Organization Can learn
• Manage to make their staff happy.
• 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
19. QUESTION # 1
• Keeping in professional’s excited about work that is
routine and standardized and chaotic is a major challenge
for Vincent Weafer. How could he use technical, human,
and conceptual skills to maintain an environment that
encourages innovation and professionalism among the
virus hunters?
20. ANSWER
Vincent Weafer’s following techniques encouraged
innovation and professionalism among the virus hunters:
* Work was divided into smaller parts and specialization.
* The work never stopped, to maintain efficiency
21. QUESTION # 2
• What management roles would Vincent be playing as he
(a) Had weekly security briefing conference calls with
coworkers around the globe.
(b) Assessed the feasibility of adding a new network
security consulting service, or
(c) Kept employees focused on the company’s
commitments to customers?
22. ANSWER
• (a) According to this study we can analyze that Vincent
has approached towards Interpersonal role as he worked
as a figurehead, leader, liaison and also informational role
as he act as a monitor and a disseminator.
(b) In this context Vincent has proved that he has
approached towards Decisional role as he worked as a
disturbance handler and resource allocator.
(c) Here Vincent worked as a figurehead a leader, as he
provoked his employees to focus on company’s
commitments to customers thus fulfilling the
interpersonal role.
23. QUESTION # 3
Go to Symantec Web site, www.symantec.com, and look
up information about the company. What can you tell
about its emphasis on costumer service and innovation?
In what ways does the organization support its employees
in servicing customers and in being innovative?
24. ANSWER
• Symantec was founded in 1982 by visionary computer
scientists. The company has computer scientists. The
company has evolved to become one of the world’s
largest evolved to become one of the world’s largest
software companies.
• They provide security, storage and systems management
solutions to help customers secure and manage their
information-driven secure world against more risks at
more points, more completely and efficiently than other
company.
25. QUESTION # 4
What could other managers learn from Vincent Weafer
and Symantec's approach?
26. ANSWER
1. Employees should not be treated as machines.
2. Ability to work well with people in diverse.
3. competitive advantage through efficiency.
4. Recognize problem areas and implement.
5. Customer focus.
6. Reviewing operations and implementing improvements.
7. Time Management.
8. Identifying opportunities for innovation.
27. DIFFERENCE
COMPANY “A”
1. Manufacturing firm.
2. Managers are expected to fully document all
decisions.
3. Manager of failed project are openly
criticized.
4. Employees are required to follow general rules
and regulations in this firm
5. Management is concerned with high
productivity.
6. Work activities are designed around
individuals
COMPANY “B”
1. Manufacturing firm.
2. Decisions based on perception are valued as
much as those that are well rationalized.
3. Managers prides itself on it’s history of
experiment with new technologies and its
success in regularly introducing innovative
products.
4. Employees who have a good idea are
encouraged to “run with it” and failures are
treated as “learning experience”.
5. The company prides itself on being market
driven and rapidly responsive to the changing
needs of its customers.
6. Work activities are designed around work
team.
28. IF I’M MANAGER
• Be ready to learn innovative things.
• Communicate at every level.
• Great listener.
• Great motivator
• Ability to share and educate
• Always striving to improve
• lead by example.
• Good general knowledge of law, society,
medicine, history, culture etc.
