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<Human Resource management 3rd case>

2007120333

경영학과

안재혁

Answers to the questions

Q.1

The seven day count down was a result of the evolution and the refinement of the hotel opening process which became more solidified in the late 1980s to the early 1990s when the hotel chine was opening many new properties. Standardization brought greater efficiency and relived some of the burden placed on new managers and leaders responsible for ultimately running the hotel.

The most easily recognized section of the Gold Standards? It's The Motto: "We are Ladies and Gentlemen Serving Ladies and Gentlemen." Schulz pointed out that employees use this framework for dealing with guests and with their fellow Ritz-Carlton employees. They must treat workplace colleagues with the same dignity they incorporate with guests.

Hallmarks of the program include participatory executive leadership, thorough information gathering, coordinated planning and execution, and a trained workforce that is empowered "to move heaven and earth" to satisfy customers. These committed employees rank as the most essential element. All are schooled in the company's "Gold Standards," which set out Ritz-Carlton's service credo and basics of premium service.

The corporate motto is "ladies and gentlemen serving ladies and gentlemen." To provide superior service, Ritz-Carlton trains employees with a thorough orientation, followed by on-the-job training, then job certification. Ritz-Carlton values are reinforced continuously by daily "line ups," frequent recognition for extraordinary achievement, and a performance appraisal based on expectations explained during the orientation, training, and certification process.

After opening and managing more than 25 luxury hotel and resort a great experience has accumulated for the Ritz Carlton hotel company. Depending on this experience the management has made the "Ladies and Gentlemen Seven Day Countdown". These seven days where divide in a very...