Ritz Carlton Hotel

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RITZ-CARLTON
HOTEL
BUSINESS OVERVIEW 2
Founded by Cesar Ritz.

In1983 the hotel was established by W.B. Johnson
properties
In 1965 created the logo by combining two dramatic
elements: the lion and the crown.
In 1995, Marriott International, Inc. buys a 49 percent stake
in Ritz-Carlton
In 1992,Company is awarded the Malcolm Baldridge
National Quality Award.
In1998,Marriott boosts its interest in Ritz-Carlton to 99
percent.
BUSINESS OVERVIEW 3
The management company has grown
from one hotel to81 hotels worldwide
with plans for further expansion in
Europe, Africa, Asia, the Middle East and
the Americas.
The Currently Ritz Hotel presently
operates in 30 countries with 91 sub Ritz
hotels over the world,with 40,000
employees.
Financials Information for MARRIOTT
INTERNATIONAL, INC
BUSINESS OVERVIEW 4
We are not in the hotel business. The hotel

business is about selling rooms, selling food,
selling the bar. We do those things incidentally,
but our business is service is our profession.
The Ritz-Carlton focuses on taking care of their
customers and employees, which was the
reason to create The Gold Standards of
customer service. These standards include the
Three Steps of Service, the Motto, the Employee
Promise, the Credo and the Twenty Basics and
each employee and manager, everybody, whom
makes that company running, has to know them
and adopt them.
BUSINESS OVERVIEW 5
Mission Statement (Motto )

The mission of the company, we are ladies and gentlemen
serving ladies and gentlemen enhances a close relationship
between the workers and customers, and also indicates the
perception and appreciation of development in the company.
Ethics (Credo)
The companys credo is offering genuine care and comfort to
guests, providing better personalized services and facilities, and
enlivening the senses and fulfilling the wishes of guests with mind
blowing experiences. Husrt established a customer/ employee
credo and set standards which employees are required to meet in
serving clients. This highlights human resource management
practices and organizational cultures like hiring, training and
empowerment that have been implemented by the company for
organizational success.
BUSINESS OVERVIEW 6
Employee Promise for commitment with passion for

excellence
Through the use of Malcolm Baldrige National Quality Award
criteria a comprehensive structure was developed to
optimize performance.
At every stage Measure, Check and Act
Ritz differentiated itself with Business Excellence achieved
through the participation of Employees under strong and
involved leadership in all the three steps of Service
BUSINESS OVERVIEW 7
Ritz aims to be a leader in luxury hotels

formulated its strategies (Mission).
10 Year Vision, 5 Year Mission, 3 Year Objectives
and 1 year Tactics all aimed to achieve the
mission in the near short-term, short-term, mid-
term and long-term.
To achieve the goal of product and profit
domination, Ritz scanning the external
environment regularly through Market Research
and assessing the present and future state of
competitors.
BUSINESS OVERVIEW 8
Internal environment strengthened with the

direct involvement of Upper Management in the
area of training and Quality monitoring and
improvement with regular feedback system
from both the customers and employees.
Strategic Development is set out as a Process to
make specific decisions with measurable
direction for Business Excellence
STAKEHOLDERS 9
The Three Steps of Service are the foundation

of Ritz-Carlton hospitality. These steps must be
used in every interaction to ensure satisfaction.
The Employee Promise is the basis for the Ritz-
Carlton work environment. It is honored by all
employees.
All employees need to successfully complete
annual training certification for their position.
Company Objectives are communicated to all
employees and It is everyones responsibility to
support them.
STAKEHOLDERS 1
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To create pride and joy in the workplace, all

employees have the right to be involved in the
planning of the work that affects them 6500
people participated in 1998.
It is the responsibility of each employee to
create a work environment of teamwork.
Each employee is empowered. For example,
when aguest has a problem or needs something
special ,you should break away from your
regular duties to address and resolve the issue.
Success Factors 1
1
The Ritz Carlton focuses on a specific set of

key success factors :
Mystique,
Employee engagement,
Customer engagement,
Product service excellence,
Community involvement,
Financial performance
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1

Founded by Cesar Ritz.

We are not in the hotel business. The hotel

Mission Statement (Motto )

Employee Promise for commitment with passion for

Ritz aims to be a leader in luxury hotels

Internal environment strengthened with the

The Three Steps of Service are the foundation

To create pride and joy in the workplace, all

The Ritz Carlton focuses on a specific set of

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