The Ritz-Carlton Hotel Company

390 Words2 Pages
1. The essence of the Ritz-Carlton experience is that service is a profession. Outstanding personalized service is critical in hotel business, rather than just selling rooms and food. The excellence in service is what the Ritz-Carlton is selling. 2. The Ritz-Carlton creates “Ladies and Gentlemen” using the Seven Day Countdown, which acts as pre-service training. The first two days are mainly focus on cultural and value orienting of the Ritz-Carlton, filling the soul into the job and building up the mutual understanding with new employees. The remaining five days are more practical, which involving the specific best practice in each different service area. From identifying the customer needs in particular environment to realizing own responsible of how to helping people, the Ritz-Carlton aims to continually applying the Gold Standards with daily operation. 3. In my opinion, I do not think it is necessary to lengthen the Seven Day Countdown. First of all, based on the past performance, the Ritz-Carlton proved that it is able to train new hires to meet the higher expectations of the Ritz-Carlton service standard within seven days. Secondly, the excellence service that Ritz-Carlton provided is the key to keep running the business, thus the consistence of performance and sustainable development orienting is more important than a high ADR in a short time. 4. Instead of extending of the Seven Day Countdown, it makes more sense if the general manager can spend more time to consider the overhaul of the hotel opening process, especially when working with Millennium Partners for the first time. The Ritz-Carlton used to work independently, thus establishing its own design and style. Nevertheless, Millennium Partners has changed the interior decoration, which completely differs from the traditional style. The management teams who used to work under the old

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