Ritz-Carlton Hotel: Operational Excellence Case Study

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OPERATIONAL MANAGEMENT CASE
STUDY
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Contents
Introduction.................................................................................................................................................3
Case analysis...............................................................................................................................................4
Questions.....................................................................................................................................................5
How to respond to the defects reported in the DQIS?..............................................................................5
What defects were the most problematic?...............................................................................................5
What causes them?..................................................................................................................................5
What new initiatives might be required in order to eliminate the defects reported in DQIS?..................5
What was it going to take to maintain the culture of services excellence while Ritz - Carlton Hotel went
through a period of rapid growth under Marriott ownership?..................................................................5
Did Ritz – Carlton have the processes in the place to continue to provide the quality services to guest
had come to expect?................................................................................................................................6
Did it is quality personnel have the training and knowledge base to identify potential sources and
causes of defects and to eliminate them?.................................................................................................6
Would the hotel chain manage to achieve its goals of six sigma services?..............................................6
Conclusion...................................................................................................................................................7
References...................................................................................................................................................8
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Introduction
According to this assessment determining the high quality of services of Ritz - Carlton Hotel
Company and identifies the problems of eliminating from the hotel. In this assessment discuss
the employees training, performance and process control in the hotel.
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Case analysis
In this assessment discuss the Ritz - Carlton Hotel Company and his excellent services in the
market. The founder of Ritz – Carlton management is Cesar Ritz, this hotel was established in
1898 in Paris. This hotel provides an effective service to its customers and provides success in
the market. The main purpose of this hotel provides quality services to its customers and proper
satisfaction in the market. This Ritz - Carlton Hotel Company recruits the effective candidates in
the hotel for providing the best services. In this Ritz - Carlton Hotel provides effective training to
their employees to easily solve the issues and problem of the customers and provides better
services to their customers. In this Ritz - Carlton Hotel manager has skills and abilities for
managing their staff and completing the daily task. In this assessment discuss the how the
company can respond towards the defects reports and most problematic defects in the Ritz -
Carlton Hotel and discuss the quality services, cultural and six sigma services in the Ritz -
Carlton Hotel. Ritz - Carlton Hotel, in this article provides the continuous improvement
increasing the growth of the company as well as increasing the market share too.
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Questions
How to respond to the defects reported in the DQIS?
Ritz - Carlton Hotel responds towards the DQIS reports that increasing the information as well as
more measure the quality services to their guest. In Ritz - Carlton Hotel identifying the roots of
defeats that impact on the image of a hotel and cannot provides the proper satisfaction to their
customers in the hotel. It adopts some process that taking the feedback from all the customers
and provides proper satisfaction to their customers (Dzhandzhugazova et. al, 2016).
What defects were the most problematic?
The negative feedback from the customers and cannot provide the proper information to their
customers related to the services. Customer cannot satisfied with the services were the most
problematic in the hotel.
What causes them?
In the Ritz - Carlton Hotel cannot determine the root causes and they have to improve their
services in the Hotel. Ritz - Carlton Hotel employees cannot analyze the customer’s problem and
cannot provide the proper satisfaction to their guest in the hotel.
What new initiatives might be required in order to eliminate the defects reported in DQIS?
Ritz - Carlton Hotel implementing the new process in the hotel, it established the rewards and
incentive systems for motivation the employees towards their work and able to achieve the goals
and objectives. This process increases the work performance of the employees and provides
more satisfaction to their customers. This idea helps to the Ritz - Carlton Hotel for providing
more satisfaction to their guest in the hotel. Ritz - Carlton Hotel provides the incentives and
rewards to their employees who eliminating the sources of defects in the DQIS. This process of
Ritz - Carlton Hotel helps to eliminate the defects reported problems in DQIS and providing
more satisfaction to their guest (Ivanova, 2016).
What was it going to take to maintain the culture of services excellence while Ritz - Carlton
Hotel went through a period of rapid growth under Marriott ownership?
In 1995 Marriott acquires the 49% part of the Ritz - Carlton Hotel to maintaining the culture of
services in the hotel. In 1998 Marriott acquired the remaining part 51% of Ritz - Carlton Hotel
for increasing the performance of employees and provide proper satisfaction to their customers.
It manages all over activities and operation of Ritz - Carlton Hotel for providing effective
services to their customer and able to understand the needs and wants of the guest. It increases
the services chain and high quality of services to their guest in the hotel. It provides the designed
rooms and effective service for proper satisfaction to their customers in the hotel as well as it
helps to increases the profitability of the hotel.
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Did Ritz – Carlton have the processes in the place to continue to provide the quality
services to guest had come to expect?
Ritz – Carlton have effective processes to solving the customer's issues and problems, they
increasing the skills and abilities in employees for providing the quality services to their
customers. In Ritz – Carlton makes fundamental rules for all employees maintain their skills and
abilities and increasing the performance for providing the effective services to their guest as well
as proper satisfaction (Chen and Tabari, 2016).
Did it is quality personnel have the training and knowledge base to identify potential
sources and causes of defects and to eliminate them?
Ritz - Carlton Hotel determining the effective process that Gold standards which help in manage
the hotel operations and activities. This process increases the manager responsibility towards
their work and provides effective services for satisfying the customers in the hotel. Ritz - Carlton
Hotel provides effective training and knowledge to their employees for identifying the potential
sources for solves the customer issues and problems. Effective training of employees
understands the customer's issues and problems and able to immediately solve the problems in
the hotel.
Would the hotel chain manage to achieve its goals of six sigma services?
In the Ritz - Carlton Hotel after adopting the six sigma services they improving their quality
services to their guest and take positive feedback from the guest in the hotel. In the hotel, they
increase their quality services and understanding the customer's issues and problems and able to
immediately solves the problems of customers. This six sigma eliminating the defects in the
hotel and provide proper satisfaction to their customer as well as able to achieve the goals of Ritz
- Carlton Hotel. This six sigma enhance the performance of employees and able to increase the
market development as well as enhance the employee's performance towards their work for
providing proper satisfaction to their guests (Bertan et. al, 2016).
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Conclusion
After concluding this report Ritz - Carlton Hotel identifying the defects reported in the DQIS for
increases the performance in the hotel. Ritz - Carlton Hotel has to increase the high-quality
services to its customers and providing proper satisfaction in the hotel.
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References
 Dzhandzhugazova, E. A., Kosheleva, A. I., Gareev, R. R., Nikolskaya, E. Y., &
Bondarenko, A. P. (2016). Business administration in the hotel industry: problems and
solutions (by the example of the Russian Federation). International Journal of Applied
Business and Economic Research, 14(14), 651-660.
 Ivanova, M., Ivanov, S., & Magnini, V. P. (2016). Handbook of hotel chain management.
 Chen, D. W., & Tabari, S. (2017). A study of negative customer online reviews and
managerial responses on social media—a case study of the Marriott Hotel Group in
Beijing. J. Consum. Mark, 41, 53-64.
 Pryor, M. G. (2016). Jay Champion of Elevations Credit Union, 2014 Malcolm Baldrige
National Quality Award Recipient. Journal of Applied Management and
Entrepreneurship, 21(3), 119.
 Bertan, S., Bayram, M., Ozturk, A. B., & Benzergil, N. (2016). Factors influencing hotel
managers’ perceptions regarding the use of mobile apps to gain a competitive
advantage. Asia-Pacific Journal of Innovation in Hospitality and Tourism, 5(1), 59-74.
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