The Ritz-Carlton Tokyo
Introduction:
"The Ritz-Carton, a 5-star hotel patronized by premier guests from all over the globe is than worthy for a luxurious topnotch hotel of this caliber. The tallest building in Tokyo, with the capitals finest view and a lobby rich with refinement, guestrooms exuding sheer comfort. An astounding new level management, service, delivered by hotel staffers devoted to the Ritz-Carlton philosophy. Accommodations where time flows with extravagance, marked by uncompromising hospitality."( 5 Star Hotels in Tokyo, Japan 2012 )
Group is well known name band throughout the world, especially for its hospitality to its customers. Staff are well trained in every aspect of the hotel industry – from bell boy to CEO of a hotel. Its management policy is equal to none, staff customer care speaks for itself.
Report.
1 The Company
The Ritz-Carlton Hotel Company, L.L.C., is wholly owned subsidiary of Marriot International, and currently operates 74 hotels worldwide in America, Europe, Asia, Middle East, Africa and the Caribbean. Presently more than 30 hotels and residential projects are under construction and development around the globe with openings which include Hong Kong, which will open as the highest hotel in the world. The Ritz- Carlton is the only service company that has twice achieved the prestigious award, the Malcolm Baldrige National Quality Award, which recognizes the most outstanding customer service. The company has 32 000 employees.
2 The Ritz- Carlton. Mission, Goals, Strategy and Growth.
"The hotels mission is the genuine care and comfort of its guests. It pledges to provide the finest personal service and facilities for the guests who will always enjoy a warm, relaxed and refined ambiance." (5 Star Hotels in Tokyo, Japan: The Ritz-Carlton,2012)
The objective of this hotel is simple, treat others the way you would like to be treated. All guests are treated with respect and dignity by the employees.
The most important, is the hotels strategy. The management decided that the staff was their main asset of income. So they decided to train all there in quality customer service.
The Ritz-Carlton hotel group plans to open more than 25 hotels in the next 5 years, ranging from Morocco, to Mexico, Cairo to Chicago and says the growth plans involve expanding to urban capitals and emerging tourist destinations. This represents an investment of more than $2 billion by the company’s owners.
3 The Ritz- Carlton Tokyo.
Catering as a luxury, with full serviced hotel and spa and offers travelers a business address since opening is 2007. It is situated on the former military site in the Roppongi District and occupies the top 10 levels of a dramatic skyscraper. This hotel will feature 248 guest rooms, a sky lobby, several restaurants, bars, health club and spa. The meeting places and banquet area will be located on the lower floor and will feature a ball room with additional space to cater for banquets, meetings and weddings.
Rooms and Suites are warm, modern and elegantly designed, starting from 52square meters, appointed with luxury Frette linen, non allergic foam pillows and a Plush terry robe. Each room features a 40-inch LCD television with DVD and CD player. A safety deposit box with a note pad and charger, high speed data port and a 20- inch TV in the bathrooms are also provided.
4 Management and Cultural Policies.
Management initiated talks in 2006 to have a look at cultural shift, when it replaced 20 Basics that had acted as guidelines to employees in providing services, with 12 new Key Service Values designed to make the service to customer more relevant up to the early 2000’s.
Ritz-Carlton’s decision to do away with uniformity of decor in favor of matching each hotel’s design to its location and surroundings. This case concludes with a question of whether the cultural shift was likely to benefit Ritz-Carlton or put off its traditional customers.
From the above, the following questions arise:
What challenges did the company face whilst charging its cultural policies?
· The R-C management were not sure if the cultural shift would benefit its traditional customers. The significance and benefits were analyzed of having a strong organizational culture, especially for the service companies and was instituted throughout of the hotels.
What is R-C management doing to maintain this culture and what kind of person would be happiest to succeed with this culture change?
· To maintain the cultural shift, new employees had to appreciate the importance of orientation and training, and the strict standards should not lead to negative rigidity that it could have on employee morale.
What could other organizations learn from R-C about the importance of organizational cultural?
· Organizations should understand the significant of rituals in keeping organizational culture uniform and consistent. R-C is known for service excellence and its cultural shift policy and study the issues in change management in context with that company.
5 Conclusion and recommendations.
The Ritz- Carlton Hotel Group is a well organized company in every hotel throughout the world. Their staff training in customer care, right up to top management of the company, is the best in the world. Because of this, their profits should be good, although it cannot be verified through any portals.
At this stage of my life, I cannot see any weaknesses in the company and I can only recommend that the company should keep up with its successful logo of treating its customers with respect, dignity and to take genuine care of its customer comforts, in the right way.
7 Would I like to work for this company?
I would like to work for this company for the following reasons:
This company is international with hotels throughout the world.
This company has an excellent management policy.
This company has an excellent training program for all ranks.
This company pays its staff well.
This company has great prospects for promotion and advancement.
If I am employed and with the training in the various fields, the promotion will be easily available because of the many hotels throughout the world – this way I can also see the world.
words:1160.
References
5 Star Hotels in Tokyo, Japan: The Ritz-Carlton, Tokyo Luxury Hotel. (n.d.). Luxury Hotels & Luxury Resorts | Hotels & Resorts by The Ritz-Carlton. Retrieved January 12, 2012, from http://www.ritzcarlton.com/en/Properties/Tokyo/Default.htm
5 Star Hotels in Tokyo, Japan: The Ritz-Carlton, Tokyo: Luxury Hotels . (n.d.). 5 Star Hotels in Tokyo, Japan: The Ritz-Carlton, Tokyo: Luxury Hotels . Retrieved January 12, 2012, from http://www.ritz-carlton-tokyo.com/
Ritz-Carlton - Wikipedia, the free encyclopedia. (n.d.). Wikipedia, the free encyclopedia. Retrieved January 12, 2012, from http://en.wikipedia.org/wiki/Ritz-Carlton
Ritz-Carlton Tokyo (Minato, Japan) - Hotel Reviews - TripAdvisor. (n.d.). Reviews of Hotels, Flights and Vacation Rentals - TripAdvisor. Retrieved January 12, 2012, from http://www.tripadvisor.com/Hotel_Review-g1066451-d634263-Reviews-Ritz_Carlton_Tokyo-Minato_Tokyo_Tokyo_Prefecture_Kanto.html#REVIEWS
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