The Ritz Carlton Hotel Company

Presented ByAnmol Gupta

Mohit Rajurkar
Ayush Agarwal
Komal
Harnoor Sahani
Rajdeep Bezberuah

History of The Ritz- Carlton

1898- Cesar Ritz, the founder, worked in some of the finest hotels
and restaurants in the city

1899- Opened the grand hotel with his name Londons Carlton Hotel
Company

1983- Survived even after one Great Depression and two world wars
1983-1997-Expanded domestically and internationally under the
Johnson Companys ownership.

1997- Marriott International acquired The Ritz-Carlton

2000- The Ritz-Carlton was primarily a management company
operating 38 hotels and resorts across the globe.

Millennium Partners
New York-based real estate development group founded in 1990
Create high end luxury apartments that would command
premium prices because of light, height and views
To solve the problem of convincing customers that they provide
great service they ended up with the idea of luxury hotel
Millennium partners was one of the several hotel owners for
whom The Ritz-Carlton managed properties
The Ritz- Carlton charged management fees that were typically
3% of gross revenues

Business Model

ADR and RevPAR behind the hotel industrys success.

The company mainly focuses on 2 customer groups/guests-

Independent travellers
Meeting event planners.

Independent travellers

Meeting event planners

Attracted by Ritz-Carlton in
Refer to the vital few customers
various ways.
They account for 40% of annual
They help the company with
sales income.
profitability.
Introduced Technology Butler for
the travellers.
Management contracts play crucial role A strong supply of management companies.
A sudden decline in hotel demand.
Together these two lead to owners gaining
management contract negotiation process.

leverage

in

Quality at the Ritz-Carlton

Luxury, Service and Quality- captures the essence
of the stay of the Ritz-Carlton.
A heavy emphasis on Human Resources to be
observed earlier.
TQM philosophy started penetrating the company
later emphasizing on quality.
Special programs designed to meet specific
customer needs.
e.g. 1. Safety protocol
2. SQI

Guest recognition process using SQI.

First organization in hospitality industry to

receive Baldrige award and only second
American company to win the award twice.

Human Resource At Ritz-Carlton

Respect for employees
Low Turnover Rate
Day 21 Event
Career Advancement Opportunities
Cross Training
Employees monitoring their own performance

Hotel Opening Process

The Property
Market Customisation
Staffing the New Hotel
Personnel recruitment
Ritz Carlton job fair

The seven day countdown

Refinement of the hotel opening process
Offered increased standardization
Enables employees to blend in Ritz Carlton values and
culture
Aligning employees vision with that of the company
Values and purpose match between the employees and
the organization
Providing each employee with a paper palm enabling
them to navigate through the seven day process
First two days of orientation and later on specific skill

Day one: Staff orientation

Familiarizing employees with Ritz Carltons individual culture and
values
Welcoming each employee as the new member of the Ritz carlton
family
Introducing the new hires with leadership team, trainers, corporate
steering committee and millennium partners representative
Sharing companys history, values, philosophy, milestones with
the employees
Schuzles address

The Gold Standard

The Credo
A place where the genuine care and comfort of our guests is
our highest mission
We pledge to provide the finest personal service and facilities
for our guests
The Ritz-Carlton experience enlivens the senses, instills wellbeing, and fulfills even the unexpressed wishes and needs of
our guests.

Cont.
The Motto

"We are Ladies and Gentlemen serving Ladies and Gentlemen."

This motto exemplifies the anticipatory service provided by all staff members.

The Three Service Steps

A warm and sincere greeting. Use the guest's name.
Anticipation and fulfillment of each guest's needs.
Fond farewell. Give a warm good-bye and use the guest's name.

Cont.
The Employee Promise
Our Ladies and Gentlemen are the most important resource in
our service commitment to our guests.
By applying the principles of trust, honesty, respect, integrity and
commitment
The Ritz-Carlton fosters a work environment where diversity is
valued, quality of life is enhanced, individual aspirations are
fulfilled, and The Ritz-Carlton Mystique is strengthened.

Service Philosophy
Our business is service. We charge for service. Our commitment to our customers
is excellence in service. Service is our profession.
Its not the fact that we have conflict- its what we do with it
We all have same dream of excellence
We all have same goal to be successful.