Ritz Carlton- Case Analysis Ritz Carlton Is

Ritz Carlton- Case Analysis Ritz Carlton is one of those few companies that firmly understand the significance of good service. While there are many firms that would label themselves as service oriented and customer-centered but there are only a handful that actually understand the meaning of those terms. Ritz Carlton is fortunately one such firm that believes in providing quality service to all its customers regardless of who they are or what kind of service they expect or demand.

For this reason, Ritz Carlton focuses on the training of those who extend service to the customer i.e. The employees. Ritz Carlton management believes that proper training of the employees is what leads to better service which eventually translates into quality. A firm in the services sector has to be extremely careful about this. It must not forget that its entire reputation is based on the kind of service it extends to the customers and for this reason must invest heavily into tools and vehicles of service.

For Ritz Carlton, these tools are the employees and that is why the firm is investing in effective training of the staff to achieve and maintain highest quality standards in customer service. To keep the employees committed to firm's vision, Ritz Carlton has developed a plan, which helps in fostering high level of commitment in employees. This commitment is geared towards providing the best service to customers and taking care of their complaints no matter what the situation is.

Without a proper strategy and plan, it is close to impossible to expect the employees to extend quality service 100% of the time. However now that Ritz Carlton employees know that they are required and expected to not only offer good service but also take care of any complaints that arise in the best possible manner, they are more committed to the firm's vision. The firm has set clear guidelines for the employees to follow and this helps in fostering higher level of commitment.

For one, Ritz Carlton has one simple motto:" ladies and gentlemen serving ladies and gentlemen" which sends the right message to the employees. They immediately feel they have to behave like professionals under all circumstances and in all situations. Secondly, employees are expected to help each other is solving a problem so that the firm's reputation remains intact and doesn't suffer.

The employees know that it is the entire firm and its reputation at stake and that they must behave in a manner that doesn't hurt the firm's reputation as a service-oriented and customer-centered organization. The company has.