Making You Say Wow - Ritz-Carlton

In: Business and Management

Submitted By kadhafizi
Words 347
Pages 2
Question 2

The challenge the company faced in changing the culture was the feedbacks and feelings of the customers who used to have a type of contact with the employees. With changing the corporate culture, the Ritz-Carlton managers were not sure about if the customers would be satisfied or not. It was a risked challenge because of the type of customers the Ritz-Carlton hosts because they are very demanding and exacting.

To maintain this new culture, the managers reinforce the knowledge of the employees about company values and service techniques. Employees constantly learn about the company values, during the 15-minute “lineup” sessions at each hotel property; this helps to maintain the company culture.
Moreover, the new employees are selected according to their knowledge, their passion, their will to serve other people. The Ritz-Carlton only selects dedicated and motivated employees to represent the company cultures and values

Question 3

A person with a friendly attitude and a positive outlook would be the happiest in the Ritz Carlton environment. Someone who is not afraid of change and is dedicated to making the customers happy.
The new employees would best learn the culture of Ritz Carlton environment by going through the day-to-day rituals, interacting with other staff members and customers. I also happen to agree with the new Ritz Carlton approach, which is allowing their staff to communicate with customers in a more natural manner rather than the scripted one. The more time one spends in that working environment the faster one would learn their culture.

Question 4

Other companies could learn from the organizational culture of Ritz in the way they recruit their employees. Indeed, the Ritz recruits personnel on very specific criteria, employees must match the culture of Ritz and not adapt. Thus, the results will be better for the company…...

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