Ritz Carlton Case Study

1. Staying at the Ritz-Carlton is meant to be an experience that does not compare with one at any other hotel. The guests who stay at this hotel have high expectations because of the name. The Ritz Carlton is selling phenomenal service that cannot be matched by any other hotel. According to Schulze they are charging for service, their commitment to their customers is excellence in service. Service is their profession and they instill that deep within their employees and the Ritz Carlton culture. I also remember while reading the article how they do things such as a monogram pillow for future guests. Something like this makes the guest feel special and not just a number. (Page 12)

2. I believe they chose this quote because this is what Ritz Carlton does with their employees. They do lead them with a type of attitude where it is positively rewarding that the employees feel good about themselves when they assist guests. From what I read in the case study the way culture Ritz Carlton has created is made so that when employees make mistakes they are not ashamed but they are eager to find out what went wrong and how they can avoid making the mistake in the future. I believe the Ritz Carlton is able to make all of this possible because they make a serious effort to make each employee feel like they have a purpose. (Page 1)

3. In order for the Ritz Carlton to deliver exceptional personalized service they use the seven-day process. On day one they have a staff orientation, on this day the new employees have sort of a pep rally outside of the hotel carrying. I think this event is all about the people in each department coming together as a team. Once the Pep Rally is over they all file inside of the hotel into the largest ballroom where motivational music is playing in order to get everyone pumped up. At this time McBride introduces the leadership of the hotel. After an introduction of the new hotels staff they then watch a video in which Schulze and others describe the...