Ritz Carlton Hotel: Management, Leadership, and Customer Service

This report provides a comprehensive analysis of the Ritz Carlton Hotel's management practices, organizational culture, and service quality. It examines the hotel's history, its position as a subsidiary of Marriott International, and its commitment to luxury and customer satisfaction. The report explores the impact of organizational culture, employee motivation, and empowerment on service provision, highlighting how the Ritz Carlton fosters a positive work environment and prioritizes employee satisfaction. It also investigates the role of leadership in shaping service quality, emphasizing the importance of participative leadership and employee empowerment. Furthermore, the report discusses the role of managers in maintaining customer service orientation and the use of total quality management. Finally, it analyzes service quality as a competitive advantage, concluding that Ritz Carlton's focus on customer satisfaction and employee engagement contributes to its success in the hospitality industry.

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Management

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Introduction
The Ritz-Carlton Hotel Company is one of the best American companies with its
varied and best luxury chains. It has around 91 luxury resorts as well as hotels in the 30
territories and countries. It was founded in the year 1933 that further expanded its branches to
other locations as well. In the recent time, Ritz hotel is the subsidiary of the Marriott
International. This hotel has struggled to improve its quality not only in the external brand but
also in its internal organisational culture. It believes in giving value to its staff members.
Satisfaction of customer also raises the customer loyalty as well as creates the positive
working environment (Schaefer, 2015).
Organisation culture and service quality
Organisation culture is the beliefs, values, behaviours, and norms in a particular
organisation. It also helps in shaping the attitude of the employees. Similarly, Ritz Carlton is
also known for the excellent organisational culture and its excellent quality and improved
elegance. Due to this only, it has received the quality award two times. Due to the positive
attitude of the employees, it is known for its high quality customer service (Kokkranikal,
Wilson, Cronje & Radhakrishnan, 2018).The organisational culture requires the proper
attention on the part of employees. Similarly, employees of the hotel also give proper
emphasis on the timeliness as well as cleanliness. The clarity of work between each of the
employee also presents the positive organisational culture. Employees of the hotel clearly
know what work they are required to do and to whom they are accountable. Therefore, the
concerned person checks their working and improves their services. The service quality and
positive organisational culture is therefore the indicator of powerful indicator of the
competitive advantage for the organisation (Asif, 2015).
Impact of the employee motivation and empowerment on the service provision
It is true that motivation and empowerment plays an essential role in improving the
service quality of any organisation. If employees will be motivated in the organisation, they
will always give their best to improve the productivity of the organisation. Similarly, Ritz
Carlton also believes that motivation of the employees starts with right selection. By ensuring
the revenue based incentive programs, it is easy to motivate the employees and improve the
service quality. Similarly, Ritz Carlton also uses this method to bring improvement in the

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services of its employees. In addition to this, several non-financial incentives also motivates
the employees to improve their quality. For example- days off, gift cards as well as free
lunches helps in empowering as well as motivating the employees. This helps in encouraging
the staff without even creating the internal competition. In order to motivate the employees,
Ritz Carlton also gather the employees and take the 15 minutes meeting in order to share the
inspiration stories related to better customer service. Therefore, public recognition is one of
the powerful motivator for improving the service provision of its employees (Quintana, Park
& Cabrera, 2015).
How leadership affects the service provision
It is true that leadership is the significant part in any organisation. If the leadership
will be positive and helping, employees will always try best to bring positive outcome.
Besides this, leaders are required to cooperative in order to bring out the best in their
employees. Leadership also undertakes various activities in order to create the positivity in
employees. Similarly, the leadership in Ritz always follows the participative and democratic
approach of leadership where employees always feel free to share their ideas and discuss their
problem. Besides this, employees also push them to grow and think outside of the box in
order to bring the best for the organisation. leadership therefore plays the vital role in the
hospitality industry to increase the satisfaction of customers. A good leadership always push
the employees to enrich the experiences of guest and increase the economic and social values
of their location (Fluckinger, 2018).
The role of managers in developing and maintaining the customer service orientation in
Ritz Carlton
It is true that customer orientation is essential in order to satisfy the customers. In the
Ritz Hotel, manager has also made the policies that assist the employees in ensuring the
positive communication and attitude toward the guests. In addition to this, it also provides the
training regarding how to talk with the guests who arrive in the hotel. At the time of coming
as well as staying, it is also essential to talk with the guests in a polite manner. Therefore,
imparting of training is quite significant for maintaining the customer service orientation. In
addition to this, it is also essential to recruit the customer friendly people so that they can take
in the best and effective manner with the guests. In the hospitality sector, it is required by
every employees to treat their customers effectively and with respect. Ritz also effectively

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utilises the total quality management approach in order to win the heart of customers and
improve their service. In this way, total quality management is a philosophy of management,
which points out that the whole company, is working for succeeding high quality service, as
well as tends to reach the expectations and requirement of customers (Salem, 2015).
Service quality as the competitive advantage in the organisation
It is true that quality service is the essential factor to provide the competitive
advantage in the today’s business environment. Therefore, the effective service is not the
one-way street. It also depends on how the customers provide the feedback to the service of
the business. Similarly, Ritz Carlton has effectively understood the importance of quality
service for its guests. If employees will experience the effective service quality, they will
more likely to motivate in delivering the excellent quality. It is also known for its excellent
service and this helps it in achieving the competitive advantage among all of its competitors.
In their hotel, expectations of customers are also based on various sources such as personal
requirements, word of mouth, as well as past experience. Therefore, service quality is the first
and foremost goal of Ritz hotel in order to gain more benefits. They also believe that
customers must be satisfied because if they will not be satisfied, they will stop taking the
services from hotel and switch to other competitor which in turn reduce the cost. In this way,
the customer satisfaction in the Ritz hotels motivates the intention of person to again take the
service as well as create the positive word of mouth. As a result, it tends to gain the more
competitive advantage than its other competitors (Naumenko & Schaller, 2019).
Conclusion
In the limelight of above discussion, it can be concluded that Ritz Carlton is growing
well through its excellent services. The staff of hotel also gives their best to provide the best
services to their guests. In order to ensure this, it is required by the organisation to formulate
the policies that will work in these areas. Similarly, positive leadership also helps the
employees to give their best in every area or work. At the end, all these things help the Ritz
Carlton to achieve the completive advantage from its competitors.

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