The Portman Ritz-Carltons Performance - Case Study Example

Running head: The Portman Ritz-Carlton’s’ performance Name Course Institution Tutor The Portman Ritz-Carlton is 5 star luxurious hotel industry located in the centre of the Chinese state shanghai. It is characterized by its variety of traditions where most of the past do interact with the ultra modern of the societies. The hotel is said to have to almost 610 rooms and the six restaurants that are well appointed that do serve the sumptuous Chinese, the western, Japanese and the favorites of Italy. The hotel is also equipped with the swimming pool and the health club, the racquetball courts, gym and squash centre. The hotel is also known for offering the stunning views of the skyline of shanghai. The Portman Ritz-Carlton hotel is centrally located in the Shanghai city which makes it afford an easy access to the extensive commercial, the cultural and the entertainment centers in the centre of the Shanghai (Barney ,1991). There are several factors that have greatly attributed to the highly rated performance record of this hotel. The Portman Ritz-Carlton 5 star hotel with 59 branches around the world is first known for its employee satisfaction in the last five years based on hotel management rating around the globe. Good human resourcing in companies will help in the recruitment of better performers in any industry. According to the hotel general manager, the Portman Ritz-Carlton hotel has initiated good services to its employees which motivate their service delivery to the hotel clients and this is because he believes that the service comes from the people. This was not only done once but it’s a promise kept to their employees in the hotel operation and it has therefore been given a priority by the management. Among the hotel management strategy in the promise to their employees, it is to take care of them which implies that all the necessary welfare services that is needed by the employees at given time is guaranteed at all costs as long the employee will be comfortable with the place of work and adheres to the performance in his or her service delivery(Barney ,1991). Another leadership skill applied in the Portman Ritz-Carlton hotels management strategy is the trust bestowed upon its employees. In leadership, trust is a very important aspect among other qualities of good leadership. In most occasions, failure or lack of trust amongst the organizational workers has either led to overloading of some personnel or employees with duties and responsibilities which may result into fatigue thus less performance thus improper service delivery(Barney ,1991). This being a service industry, such misapplications may lead to clients looking for other options of hotel industries that have or may deem to offer better services to them. Lack of trust between the management and employees may create misunderstanding between themselves which will retard the service delivery. In addition to this, the Portman Ritz-Carlton 5 star hotel management serves its employees well through developing them. Apart from paying this staff wages, developing him will too add value to his or her life in the future which could greatly benefit the industry through the improvement in his or her service delivery to the hotel. Most managers today embrace the aspect of developing those they do have in the system so that they can actually entrust them with even the private resources within the company. The management of the Portman Ritz-Carlton 5 star hotel embraces which kin most occasions do reduce the expense of hiring more staff which does have that particular capability. The costs of recruitment sometimes seem so expensive other than raising somebody who is already in the system. Good leaders do have the urge to nurture those that are under them (Barney, 1991). A leader who cannot develop and nurture someone is not a potential leader and therefore cannot lead….you only lead through developing those under you (Peng, 2008). Trust in most occasions do fail because in organizations due to lack of development of the upcoming personnel in relevant fields. Most of the organizations do not seem to have a future due to failure to develop young leader or other leaders amongst themselves. Hiring occasionally can never be always a solution when it comes getting to new leadership or to new ideas within the organizations management. Lastly, another strategy applied by the Portman Ritz-Carlton 5 star hotel management is the tireless efforts in the provision of better and happy working place and conditions. This motivates the staffs to do their best and thus makes them to appreciate their place of work at all times. The realization of effective human resource responsibilities do greatly aid in the guidance of staffs which lead to the better performance and improvement of their performance on daily basis. According to the hotel management, the employee service rating statistics ranges to about 98% which yields to the clients’ service that is rated to about 95% average. The Portman Ritz-Carlton 5 star hotel management gives equal opportunities to every employee to fully participate in the future development of the hotel projections through the giving of ideas which they believe they could help them achieve more and more in their business which is only done by higher ranking personnel in ,some organizations (Barney ,1991). This is basically done through the submission of different plans from different employees which are aimed at meeting the set goals for the coming year. According to the hotel management, this is based on financial performance, employee satisfaction and clients or guest satisfaction (Peng, 2008). It therefore denotes the focus and the desire to improve their service delivery to their clients on daily basis which will not only attract customers but improve their finances too. The new innovations or the innovative nature of the staffs in the Portman Ritz-Carlton 5 star hotel have always resulted in better service delivery to its clients. The new ideas help them compare the capabilities and the resources of the Portman Ritz-Carlton 5 star hotel which therefore help them determine whether the plans submitted can be achieved or not. Through this, the Portman Ritz-Carlton 5 star hotel management realizes it is in a market competition and therefore it has to come up with new ideas which will impress their clients and keep attracting them. Therefore, this greatly attributes to the ever successful measures recorded by the Portman Ritz-Carlton 5 star hotel. Apart from the employee customer satisfaction, another aspect that greatly contributed to the success of the Portman Ritz-Carlton 5 star hotel is the variety of the resources it has. The Portman Ritz-Carlton 5 star hotel is said to be having 610 room and six restaurants around the globe. The extensive number of rooms is said to occupy a large number of clients which are a good source of income to the hotel. Its wide range in the distribution of restaurants does greatly offer available services to its clients at a distance. This helps them to meet the services required of them by its clients worldwide. Amongst other hotel industries, the Portman Ritz-Carlton 5 star hotel is said to have a large number of staffs which do offer their great services to the hotel clients(Peng, 2008). On the other hand, the financial resources of the Portman Ritz-Carlton 5 star hotel have also enabled it to diversify its services throughout the globe. For instance, its multicultural dimensions has aided in the attraction of various people with diverse cultures that come to enjoy the available different cultures from around the world to come and enjoy them. They are characterized by its variety of traditions where most of the past do interact with the ultra modern of the societies which has been able to serve diverse cultures like the sumptuous Chinese, the western, Japanese and the favorites of Italy. The reputation of the hotel is absolutely the best. This can thereby be justified through the award of the prestigious platinum five star awards they won from the China national tourism administration. Reputation in the human service industry has a great impression to the society this is because almost all human beings always want to go for the best. Apart from attracting clients from all over the world, the Portman Ritz-Carlton 5 star hotel is also said to be attracting a lot of people for employment who want to be associated with this best performing hotel. The locations of the Portman Ritz-Carlton 5 star hotel in shanghai thus aids in easy access by its clients. The hotel is located in the centre of the city where their network partners are said to be located. The Portman Ritz-Carlton 5 star hotel is also known for offering the stunning views of the skyline of shanghai that cannot be found anywhere which attracts a variety of clients. According to the Portman Ritz-Carlton 5 star hotel general manager Mr. DeCocinis, most of the strategies employed by the company in ensuring productivity in their company seem to be more time consuming. This is an aspect that most of the human resources around the world find hard to appreciate or to twine it within their organizational operations. As much as time is a limited resource to many, the Portman Ritz-Carlton 5 star hotel management has decided to waste it as it can be termed by others but for the benefit of the hotel(Peng, 2008). According to the general manager of the Portman Ritz-Carlton 5 star hotel Mr. DeCocinis, he uses some of his opportunity to ask his employees questions about themselves then try to make a connection to the type of assignment that particular person is interested in. In most organizations, the human resource has never been ready or willing to implement employee satisfaction. Despite this, most employers rarely have a chat with their staffs thus limiting themselves from getting what the interests of this particular are and therefore unable to realize the potential in this staff. Through talking to your staffs or employees, as a manager your will be able to realize the strengths and weakness in them thus able to tell to what limit can this particular staff perform something most organization have never exercised in their operations and service delivery. Opinions from other employees apart from the senior personnel are very vital in any business organization. This tends to the giving of new innovations in the service delivery thus betterment of the service delivery to its clients. In most organizations the duty of decision making is only done by high ranking management personnel in the organizations. In regard to this, most organizations tend to assume a lot of information which is very vital to any industry. Junior employees in most occasions are the main machinery on the ground and therefore they seem to have a lot of information affecting the organization in both a negative and appositive way, and therefore if this information can be captured cultivated and appreciated it can greatly help to improve the state of the organization thus giving it a positive future (Peng, 2008) References Barney, J (1991). Firm resources and sustained competitive advantage, Chicago. McGraw-Hill Peng, M., W (2008).Global strategy, Boston. Havard business school press Read More