Management What Steps Does Ritz-Carlton Take to

Management What steps does Ritz-Carlton take to control the quality of its service? To control the quality of service, Ritz-Carlton pursues the goal of being the best in the industry, providing its customers with well-trained and certified workers, and offering more than the usual services offered by other businesses in the same industry. Ritz-Carlton implements different management programs to allow improvements and excellence in their services. Among the factors in Ritz-Carlton's management programs are participatory leadership, thorough information gathering, coordinated planning and execution, and a trained workforce.

With all these, it can be deducted that the hotel's management is working towards the achievement of its goal - true excellence in service. Aside from the management programs that Ritz-Carlton takes to control its quality of service, it also provides focus on the skills and capabilities of its employees. The hotel sees to it that its employees are empowered to respond to all the needs of its customers, and are well trained to provide high quality guest services.

As part of ensuring its workers' understanding of quality, Ritz-Carlton carries out an annual survey of its employees' comprehension to good quality service. What does Ritz-Carlton do to foster its employees' high level of commitment? To foster high level of commitment within its employees, Ritz-Carlton demonstrates high value for its employees. Employees are provided with sufficient training and certification before working for the hotel. Moreover, Ritz-Carlton sees to it that its employees' performance is not overlooked.

It provides frequent recognition for the employees' achievements, as well as performance appraisal based on how the employees do their job and how they provide services to customers. Employees in Ritz-Carlton are not undervalued. They are empowered to provide actions on any problem of the customers. In any management, this is one way of showing importance on the skills and capabilities of employees, which in turn provides them with better self-esteem.

How the employees of Ritz-Carlton are valued by the hotel is also apparent in how they are addressed in the hotel's motto - "Ladies and Gentlemen Serving Ladies and Gentlemen." In general, the high value regarded by Ritz-Carlton to its employees, in terms of recognizing their achievements and providing them with enough opportunities in rendering their skills, can be considered as the foremost factor that fosters employees' high level of commitment. How does the company value system.