Ritz Carlton Hotel

RITZ CARLTON HOTEL CASE

From the case, the most important thing of Ritz-Carlton experience is the human resource management. Ritz-Carlton hotel perceives its employees as the first goal that it should achieve. The purpose is to satisfy its employees, and then it will lead to customer satisfaction, also customer loyalty as well. It believes that to meet customer satisfaction, it should start to concern on employees who will be the person to service the customer. If it can meet the employee needs, their service that present to the customer would perform well. Therefore, the seven-day countdown program was set up and provided to the employees who are willing to work with Ritz-Carlton hotel. The objective of this program is to enhance their employees getting involved to its culture and values. Besides, it provided more specific skills training and trial runs of service delivery.
Ritz-Carlton Hotel has created “service philosophy” which is service is their business, no...