The Ritz-Carlton Hotel Company was the first hospitality organization to receive the Malcolm Baldrige National Quality Award. In 1999, they became the second company to win the award a second time, a testament to their continuous journal toward process and quality improvement. Evaluate the five dimensions of service quality at the Ritz Carlton and provide an example of each within the hotel industry. How might a hotel like Ritz-Carlton focus on each of the five dimensions of service quality to enhance the customer service experience? (Five dimensions of service quality are Reliability, Responsiveness, Assurance, Empathy, Tangibles)
The Ritz-Carlton operates from an easy-to-understand definition of service quality that is aggressively communicated and internalized at all levels of the organization through what they call the “Gold Standards.” Explain the Ritz-Carlton three steps of service, motto, credo, service values, and employee promise that collectively make up the Gold Standards.
What value does a focus on the Gold Standard have for the Ritz-Carlton?
Explain the recruitment, hiring and training process at the Ritz-Carlton. How does this process relate to customer service?
How has the Ritz-Carlton been able to achieve employee turnover rates in the teens in an industry where the average turnover averages between 40-60 percent?
