The Ritz-Carlton Hotel Company.

THE RITZ-CARLTON HOTEL COMPANY

2006 TABLE OF CONTENTS

Service and the essence of The Ritz-Carlton experience , and

what Ritz-Carlton sells to its customers 3

How The Ritz-Carlton creates Ladies and Gentlemen

in only 7 days 4

Is there a need for McBride to consider a hotel opening process ? 5 Service and the essence of The Ritz-Carlton experience , and what Ritz-Carlton sells to its customers

The Ritz-Carlton Hotel has always relied on excellent personalized service , or the organization . The nature of their business has been described by their

corporate vice president of quality , Patrick Mene , as a guest room and spaces as the most perishable products that the company has

Service in Ritz-Carlton does not mean being servants to the guests True , their profession is service , but as emphasized by Horst Schulze president and chief operating officer , the Ritz-Carlton motto on service is We Are Ladies and Gentlemen Serving Ladies and Gentlemen . Ritz employees are required and motivated to always strive for excellence in doing his or her job . The value that is instilled in the employees is that when they do their job right , then they become as important as their guests . There is a sense for all employees that they will be respected as a lady or gentleman , provided they do their jobs in keeping with the standards of the hotel chain . These standards have been set as benchmarks , but the hotel also encourages its employees to strive for excellence as it enhances not only their professional but personal lives as well

The Ritz-Carlton sells guest rooms and spaces to two main customer groups : independent travellers and meeting event planners . Independent travellers include guests who come to stay for the Ritz either for pleasure or business . General managers from the different Ritz locations all over the world adapt various ways to make their guests feel welcome , but The Ritz hotels are bound together by the main purpose of providing excellent personalized services to their guests . For instance , in The Ritz-Carlton in Kuala Lumpur , guests are greeted at the airport with welcome drinks and discount coupons . There is even a mock hotel room created right there in the airport to give the guests a preview of what they will come home to in The Ritz . Business travelers in The Ritz-Carlton in Kuala Lumpur can also avail of a Technology Butler ' which is a team of technicians available 24-hours for computer and other technological problems

The emphasis in the type of service that The Ritz-Carlton provides has always been on and improvement to constantly improve procedures are important components of TQM . Guest recognition also plays a vital role , wherein guests , after a certain number of stays in a Ritz hotels , are personally welcomed by monogrammed pillow cases in their rooms . Aside from its emphasis on TQM , the reason why The Ritz delivers such excellent service is that it also places a high premium on its human resources . As mentioned earlier , the We Are Ladies and Gentlemen Serving Ladies and Gentlemen ' instils...