Employee Training & Development at Ritz-Carlton: Fostering an Exceptional Customer Service Culture

**Award Winning Case Study





Case Details Case Introduction 1 Case Introduction 2 Case Excerpts

Abstract

Ritz-Carlton Hotels were managed by The Ritz-Carlton Hotel Company, LLC, based in Chevy Chase, Maryland, US. It was a wholly-owned subsidiary of Marriott International, Inc. As of end 2013, it operated 80 hotels and resorts in the Americas, Europe, Asia, the Middle East, Africa, and the Caribbean. The Ritz-Carlton hotels were known for their luxury and the world-class service they offered to their guests.

Ritz-Carlton was the only service company to have earned the prestigious Malcolm Baldrige National Quality Award twice – in 1992 and in 1999. The company cultivated its reputation by training its employees to provide high quality service that conformed to precise specifications and standards. It provided more than 200 hours of initial and on-the-job training to its employees in the first year and 100 hours of training in the following years.

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Issues

The case is structured to achieve the following teaching objectives:

  • Understand the importance of employee training and development in offering excellent customer service in the hotel industry.
  • Analyze the various training and development interventions employed by Ritz-Carlton.
  • Understand the role of culture in maintaining the Ritz-Carlton’s excellent customer service.
  • Analyze the various training and development and other organizational development interventions used by Ritz-Carlton in reinforcing its unique culture.
  • Discuss the challenges faced by Ritz-Carlton going forward and how these can be overcome.

Contents
Introduction
About Ritz-Carlton
Training and Development at Ritz-Carlton
Recruiting The Skilled
Training At Ritz-Carlton
Initial Orientation
'Day21' Certification
365 Day Recertification
Ongoing Training
The Daily Lineup
Employee Empowerment and Feedback
Evaluating Training
Results
Looking Ahead
Exhibit

Keywords

Training & Development; Organizational culture; Customer Service Culture; Service excellence; Quality management; Learning strategy; On-the-job training; On-going training; Evaluating Training; Employee empowerment; Organizational development; Recruitment; Selection; Orientation; Organization Behavior; Customer Relationship Management; Service Marketing; Credo; Employee Promise; Gold standard; The Daily Lineup; Ritz-Carlton

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