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Human Resources in the Ritz-Carlton Hotel - Case Study Example

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"Human Resources in the Ritz-Carlton Hotel" paper states that the Ritz-Carlton hotel group is one of the best examples of excellent customer service that does not compromise employee benefits and dignity. Nevertheless, there is a need to balance the many strict guidelines with flexible rules…
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Human Resources in the Ritz-Carlton Hotel
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Download file to see previous pages The Ritz-Carlton legendary status of excellence unparalleled in the service industry has made the hotel chain bag two Malcolm Baldrige National Quality Awards in 1992 and 1999. Additionally, the hotel has consistently topped the Zagat Survey foodservice rankings (Ritzcarlton.com, 2010). Ritz-Carlton has also set up the Ritz-Carlton Learning Institute and Ritz-Carlton Leadership Center that trains the company’s staff and other firms, executives. The company was ranked top by Training magazine in the ‘Training Top 125 Winners’ list in 2007 (Michelli, 2008).

The Ritz-Carton hotels were started in Paris by Cesar Ritz from Switzerland in 1898. With a vision of establishing, luxurious hotels esthetically designed with matching excellent service, Cesar Ritz later in 1900 opened several hotels starting with the Carlton hotel in London and others across Europe. He later franchised the Ritz-Carlton brand name with the first US hotel opening in New York in 1910. However, the Ritz-Carlton hotels like other sumptuousness businesses were adversely affected by the great depression of the 1930s and World War II, leading to most of the US hotels going bankrupt with the exception of the Boston branch (Ritz-Carlton, 2000).

In 1983, the US rights of the hotel chain were acquired by William B. Johnson a developer who immediately revived the Boston Ritz-Carlton to its former glory. In 1988, he acquired the global rights of the hotel chain and used a team led by hotelier Horst Schulze to revive the rest of the hotels. Schulze had initiated a number of reforms centered on the hotel’s established ideals of excellent service grounded on equitable employee and customer relations that instantly paid dividends as it emerged from its doldrums (Regani, 2007). The Marriot International group later purchased the hotel in 1996 acquiring 49 percent stake and in the entire holdings in 2000 when Schulte left the group. ...Download file to see next pagesRead More
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