The Ritz Carlton For Study Mode
GROUP WORK
Quality at The Ritz-Carlton Company
(Quality)
Prepared by:
Romil Campos
Mark Jaccobb Choi
Onofre Consolacion III
Lorvina Lamug
Miljay Luna
Lalaine Mesina
TSOPEMAN R13
Ateneo-Regis MBA Program
Rockwell Center, Makati City
Prof. Arturo Zamora
28 February 2015
BRIEF OVERVIEW: The Ritz-Carlton Company
The Ritz-Carlton Company was established by Albert Keller who purchased and franchised the name. There were known brands of the same name in Boston, Philadelphia, Pittsburgh, Atlantic City and Boca Raton. However, by 1940 none of the hotels were operating except The Ritz-Carlton, Boston. The Ritz-Carlton hotel embodies the finest luxury experience with Yankee ingenuity and Boston social sensibilities.
In 1983, The Ritz-Carlton Hotel Company, LLC was formed. Currently, they are operating 87 hotels in 29 countries and territories. They have approximately 35,000 employees worldwide. Their original logo used to be a lion and crown which is a combination of the British royal seal (the crown) and the logo of a financial backer (the lion) which was changed to what it is now because it was not “not sufficiently noble”.
Throughout the operations, The Ritz-Carlton continuously provided excellent quality service to their customers through training in their Leadership Center. Having established a resource center for leading organizations interested in benchmarking led The Ritz-Carlton to become a two-time recipient of the Malcolm Baldrige National Quality Award in 1992 and 1999.
They are now the leading brand in luxury lodging.
DISCUSSION QUESTIONS:
Question 1: In what ways could The Ritz-Carlton monitor its success in achieving quality?
The hotel data gathers from their Daily Quality Service Reports based on the following points:
Comment cards
Guest incident comment form
Housekeeping reports
Engineering reports
Defect Reports
In order for The Ritz-Carlton to achieve 100% customer satisfaction, the table illustrates on how they are successful in
Quality at The Ritz-Carlton Company
(Quality)
Prepared by:
Romil Campos
Mark Jaccobb Choi
Onofre Consolacion III
Lorvina Lamug
Miljay Luna
Lalaine Mesina
TSOPEMAN R13
Ateneo-Regis MBA Program
Rockwell Center, Makati City
Prof. Arturo Zamora
28 February 2015
BRIEF OVERVIEW: The Ritz-Carlton Company
The Ritz-Carlton Company was established by Albert Keller who purchased and franchised the name. There were known brands of the same name in Boston, Philadelphia, Pittsburgh, Atlantic City and Boca Raton. However, by 1940 none of the hotels were operating except The Ritz-Carlton, Boston. The Ritz-Carlton hotel embodies the finest luxury experience with Yankee ingenuity and Boston social sensibilities.
In 1983, The Ritz-Carlton Hotel Company, LLC was formed. Currently, they are operating 87 hotels in 29 countries and territories. They have approximately 35,000 employees worldwide. Their original logo used to be a lion and crown which is a combination of the British royal seal (the crown) and the logo of a financial backer (the lion) which was changed to what it is now because it was not “not sufficiently noble”.
Throughout the operations, The Ritz-Carlton continuously provided excellent quality service to their customers through training in their Leadership Center. Having established a resource center for leading organizations interested in benchmarking led The Ritz-Carlton to become a two-time recipient of the Malcolm Baldrige National Quality Award in 1992 and 1999.
They are now the leading brand in luxury lodging.
DISCUSSION QUESTIONS:
Question 1: In what ways could The Ritz-Carlton monitor its success in achieving quality?
The hotel data gathers from their Daily Quality Service Reports based on the following points:
Comment cards
Guest incident comment form
Housekeeping reports
Engineering reports
Defect Reports
In order for The Ritz-Carlton to achieve 100% customer satisfaction, the table illustrates on how they are successful in