Ritz-Carlton's Human Resource Management Practices and Work Culture: The Foundation of an Exceptional Service Organization
|
|
ICMR HOME | Case Studies Collection
Case Details:
Case Code : HROB100
Case Length : 23 Pages
Period : 1983-2007
Pub Date : 2007
Teaching Note :Not Available
Organization : The Ritz-Carlton Hotel Company LLC
Industry : Hotels and Hospitality
Countries : US
To download Ritz-Carlton's Human Resource Management Practices and Work
Culture: The Foundation of an Exceptional Service Organization case study
(Case Code: HROB100) click on the button below, and select the case from the list of available cases:
Price:
For delivery in electronic format: Rs. 400;
For delivery through courier (within India): Rs. 400 + Rs. 25 for Shipping & Handling Charges
» Human Resource and Organization Behavior Case Studies
» HRM Short Case Studies
» View Detailed Pricing Info
» How To Order This Case
» Business Case Studies
» Area Specific Case Studies
» Industry Wise Case Studies
» Company Wise Case Studies
Please note:
This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.
Chat with us
Please leave your feedback
|
|
<< Previous
Ritz-Carlton Tops in Training Contd...
Although many of Ritz Carlton's competitors, like the Four Seasons Hotels6 and
the Mandarin Oriental,7 also provided great service, analysts generally agreed
that there were few hotels that could match the Ritz Carlton's level of service.
This is borne out by the fact that, as of 2007, Ritz-Carlton was the only hotel
company to have ever won the prestigious Malcolm Baldrige National Quality
Award,8 as well as the only service company to have won it twice (in 1992 and
1999).9
|
|
Background
Ritz-Carlton traces its history back to 1898, when Cesar Ritz, a Swiss
hotelier, opened the first Ritz hotel in Paris. During the course of his
career, Cesar Ritz had worked in different positions at several well-known
hotels, and had definite ideas about what made a good hotel. In line with
his ideas, he designed the Ritz hotel in Paris to be one of the most elegant
hotels of the time. The hotel's design, furnishings and meticulous service
made it a great favorite with the wealthy and aristocratic members of
society at that time.
|
|
In the early 1900s, Cesar Ritz opened the Carlton Hotel in London,
in addition to other hotels under the Ritz name across Europe. He
also set up the Ritz-Carlton Management Corporation (RCMC) to
franchise the Ritz-Carlton name and logo to interested parties who
wished to establish hotels of their own. The franchisees were
required to adhere strictly to the service and culinary standards
set by the RCMC. Under the direction of the RCMC, a Ritz-Carlton
hotel was established in New York in 1910. This was followed by
several other hotels across the US and Europe.
After Cesar Ritz died in 1918, his wife continued to franchise the
Ritz-Carlton name and several new hotels were set up. |
Excerpts >>
|
|
