Case Study
* This case is about Ritz-Carlton * Founders are Caesar Ritz and August Escoffier * The Ritz-Carlton hotels are luxurious, elegant and formal * They provide exemplary customer services * There motto is “We are Ladies and Gentlemen serving Ladies and Gentlemen” * Diana Oreck is the vice president of Ritz-Carlton
Q1: Using Exhibit 3-2 and information from this case, describe the culture at The Ritz-Carlton. Why do you think this type of culture might be important to a luxury hotel? What might be the drawbacks of such a culture? * Attention to detail * Outcome orientation * People orientation * Team orientation * Aggressiveness * Stability * Innovation and risk taking * Importance of this culture This type of culture is important because it has influence on employees and it is associated with high performance * Drawbacks of such culture This type of culture prevent employees from trying new approaches especially when conditions are changing rapidly
Q2: What challenges do you think the company faced in changing the culture? What is The Ritz-Carlton doing to maintain this new culture?
(A)
Following person would be happiest in such cultures * Who is risk taker * Who wants to work in a team * Who focus on results and outcomes
(B)
New employees learn culture from stories, rituals, material symbols and languages like company provides exemplary services and luxurious services
Q4: What could other organizations learn from The Ritz-Carlton about the importance of organizational culture?
Following things organizations can learn from The Ritz-Carlton about the importance of organizational culture: * Employees are more loyal * High organizational performance * What employees supposed to do? * What organization expect from employees?
Q1: Using Exhibit 3-2 and information from this case, describe the culture at The Ritz-Carlton. Why do you think this type of culture might be important to a luxury hotel? What might be the drawbacks of such a culture? * Attention to detail * Outcome orientation * People orientation * Team orientation * Aggressiveness * Stability * Innovation and risk taking * Importance of this culture This type of culture is important because it has influence on employees and it is associated with high performance * Drawbacks of such culture This type of culture prevent employees from trying new approaches especially when conditions are changing rapidly
Q2: What challenges do you think the company faced in changing the culture? What is The Ritz-Carlton doing to maintain this new culture?
(A)
Following person would be happiest in such cultures * Who is risk taker * Who wants to work in a team * Who focus on results and outcomes
(B)
New employees learn culture from stories, rituals, material symbols and languages like company provides exemplary services and luxurious services
Q4: What could other organizations learn from The Ritz-Carlton about the importance of organizational culture?
Following things organizations can learn from The Ritz-Carlton about the importance of organizational culture: * Employees are more loyal * High organizational performance * What employees supposed to do? * What organization expect from employees?