Winner in the Human Resource Management/Organisational Behaviour Category at The Case Centre Awards and Competitions 2019
Winner of the Fifth AESE Case Writing Competition - 2015 Organized by AESE Business School, Portugal
Winner of the 2015 oikos Global Case Writing Competition (Sustainable Finance track), organized by oikos International, Switzerland

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

Employee Training & Development at Ritz-Carlton: Fostering an Exceptional Customer Service Culture
Case Code: HROB165
Case Length: 15 Pages
Period: 2000-2013
Pub Date: 2014
Teaching Note: Available
Price: Rs.400
Organization: Ritz Carlton
Industry: Hospitality
Countries: US; Global
Themes: Training and Development, Organizational Culture, Organizational Behavior, Customer Service
Employee Training & Development at Ritz-Carlton: Fostering an Exceptional Customer Service Culture
Abstract Case Intro 1 Case Intro 2 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. The company was also known for its employee empowerment and treatment which enabled it to have the lowest rate of attrition in the industry. This case study looks at what makes The Ritz-Carlton one of the top ranked companies for training and development, and how training and development help maintain the unique culture and mystique of Ritz-Carlton as an exceptional service organization. This case is meant for MBA students as a part of the Training and Development/Organization Behavior/Customer Relationship Management/Service Marketing course.

Issues

  • 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

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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