Ritz-Carlton: Service Excellence and Quality Management Case Study

This case study analysis focuses on the Ritz-Carlton Hotel Company and its pursuit of service excellence. The analysis examines the company's strategies, including full-service schemes and customer-centric approaches, to attract financiers and provide lavish experiences. The document assesses quality parameters like on-time service and staff interaction, emphasizing the importance of customer satisfaction. It also explores the dynamic nature of Ritz-Carlton, adapting to changing styles and focusing on skilled staff. The case study highlights the issue of room cleanliness, supported by data from the DPQR and a p-chart analysis. The solution proposes hiring more skilled workers, creating time schedules, providing training, and offering incentives to improve room cleaning and overall service quality. The case study references various sources and includes an appendix with a control chart for defects.

Running head: RITZ CARLTON
RITZ CARLTON

Running head: RITZ CARLTON
Table of Contents
Question 1.................................................................................................................................................................................................................... 3
Question 2.................................................................................................................................................................................................................... 3
Question 3.................................................................................................................................................................................................................... 3
Question 4.................................................................................................................................................................................................................... 4
Question 5.................................................................................................................................................................................................................... 4
Question 6.................................................................................................................................................................................................................... 5
Reference..................................................................................................................................................................................................................... 6
Appendix 1................................................................................................................................................................................................................... 7

Running head: RITZ CARLTON
Question 1
It is a special feature of Ritz-Carlton hotels to attract financiers who are looking for a world class hotel facilities and
extremely lavish experiences and hospitality. Therefore, the best business strategy that has been sued by Ritz Hotel is to avail
their customers with full service schemes for each individual whether travelling for business purpose or otherwise along with
planners (Gitman, et al 2018).
Question 2
In order to measure quality there are several parameters that have been determined such as on time service, hassle free
check in and check out, immediate solutions to problems, room ambience, proper interaction with the staff. Since the
customers are treated as ultimate king, their preference and satisfaction is kept on the priority basis. At Ritz, customers get the
genuine services and not false ones.
Question 3
Ritz-Carlton is very dynamic in nature as it is mostly aware of the ever-changing styles. Ritz-Carlton has been
changing with the times and therefore, it has always been updated with style of service which is provided to their patrons. The
facilities that have been delivered to patrons are of proactive nature, in addition to best experience within as well as outside the
room. Ritz-Carlton is focusing majorly on hiring new and skilled staff to make sure to meet the overall benchmarks set by
hotel (Lee & Kwag, 2017).

Running head: RITZ CARLTON
Question 4
As per the data present in the DPQR, it is evident that 183 events of defects have come forward with regards to
cleanliness of the room. In order to achieve the desired quality of the room cleaning, the hotel should employ new methods.
The customers in general make use of the room mostly and hence, it would lead to consistent exposure to dirty and also
continuous of the same will lead to the overall unpleasant experience (Chong, 2017).
Question 5
The problem of cleaning in Ritz Carlton is mainly due to few number of cleaners, improper training and inattentive in terms of
timing. Below is the p chart which has been created to analyze the situation in a better manner. The days on which most of the
defects occurred which were out of control limits (UC= 0.024 and LC = 0).
Date Day of week Occupancy Total defects P-avg UC =0.024
12-Jan-97 Sunday 277 8 0.0289 Out of Control
12-Mar-
97 Wednesday 470 15 0.0319 Out of Control
Following formulae were used to calculate P chart show in appendix 1.

Running head: RITZ CARLTON
Question 6
From the overall analysis it can be ascertained that room cleaning tends to be the biggest problem on account of
cleanliness as followed by Ritz Carlton. Further, to solve this problem, there are certain steps which are to be taken such as
hiring more skilled workers to clean the room, crating the desired time schedule and training them. Moreover, if employees are
working beyond their targets, housekeepers will receive extra incentive that will ultimately gain brownie points via financiers
(Balu, 2018).

Running head: RITZ CARLTON
Reference
Balu, L. (2018). Work-Timings and its Effect on Work-Life Balance in the Ritz-Carlton, Bengaluru. Work.
Chong, D. K. L. (2017). Hotel co-branding: Is 2 better than 1?. TEAM: Journal of Hospitality and Tourism, 14(1), 19-28.
Gitman, L. J., McDaniel, C., Shah, A., Reece, M., Koffel, L., Talsma, B., & Hyatt, J. C. (2018). Employee Selection. Introduction to
Business.
Lee, J. W., & Kwag, M. (2017). Corporate marketing strategy using social media: a case study of the Ritz-Carlton Seoul. Journal of
Asian Finance, Economics and Business, 4(1), 79-86.

Running head: RITZ CARLTON
Appendix 1
Control Chart for the defects at Ritz-Carlton
Figure 1: Control P-Chart for the defects at Ritz-Carlton