Analysis of Ritz Carlton Case Study

Running head: ANALYSIS OF RITZ CARLTON CASE STUDY
ANALYSIS OF RITZ CARLTON CASE STUDY
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Author Note

1ANALYSIS OF RITZ CARLTON CASE STUDY
Executive Summary
This report is based on the analysis of the case study of The Ritz Carlton which had taken
over the Portman Shangri La in China. The organization had entered the Chinese market with
the help of this merger or take-over based operation. The issues that were faced by the
organization based on the differences in culture among the employees and leaders is an
important part of the case study which has been analysed in the report in detail. The steps that
were taken by the management to solve the issues faced by employees and further to decrease
the attrition rates in the organization has also been analysed in the report in detail. The effects
of culture, gender of the employees and diversity on the leadership and change management
process of the organization is also an important part of the discussion. The ways by which the
leadership qualities of the managers are affected by the culture and diversity of the
organization has been analysed in the report in detail. The effect of change implementation
on the operations of Ritz Carlton is also a part of the entire discussion process. The ethical
styles of leadership are also analysed in the report. The organization has been analysed based
on different factors that have affected the change implementation based process. The report
has been concluded by stating that the change implementation process and the leadership
styles of the organizations are affected by the culture and diversity based issues. The
discussion is thereby based on the different parts of the organizational culture.

2ANALYSIS OF RITZ CARLTON CASE STUDY
Table of Contents
Introduction....................................................................................................................3
Task 1.............................................................................................................................3
Task 2.............................................................................................................................6
Task 3.............................................................................................................................8
Conclusion......................................................................................................................9
References....................................................................................................................10

3ANALYSIS OF RITZ CARLTON CASE STUDY
Introduction
The report will be based on the analysis of the case study of the Ritz Carlton Hotel
which has entered China by taking over Portman Ritz Carlton Shanghai. The issues that have
taken place between the employees and the top management will be discussed in the report in
detail.
Task 1
a) Ritz Carlton is considered to be one of the well-known names in the hotel and
hospitality industry. The leadership style that was followed in Ritz Carlton was based
on a problematic and difficult relationship between the Chinese employees and the
foreign employers who took over the Shangri La Group (Amanchukwu, Stanley &
Ololube, 2015).
b) The new team that had the responsibility to incorporate the business style of Ritz
Carlton in the different operations conducted by the organization after the takeover of
Shangri La was based on three major elements which are employee satisfaction, guest
satisfaction and profits. The employee satisfaction forms the most important part of
the elements that are considered by the management of Ritz Carlton. The guests are
satisfied with the help of services that are provided by satisfied employees and this
further helps the organization to gain profits in the industry (Balon, 2014).
c) Mark DeCocinis was appointed as the general manager of Ritz Carlton in the year
1997 after the take-over of Shangri La by Ritz Carlton. The general manager had
entered China with an experienced team which would be able to help in the transition
process in the new market area. The team had to however face huge challenges based
on the ways by which the transition can be completed with respect to the external
operating environment. The standards of operations of the Portman Shangri La were