Management at the Ritz-Carlton

Paper Summary:

This paper explains how the Ritz-Carlton Hotel Company has embraced a commitment to superior quality service as means of maintaining a competitive edge. The paper explains the hotel company's efforts at quality customer service, improved productivity among employees, and the fostering of product loyalty among its customers. Also discussed is the company's history, awards it has received, its Total Quality Management approach to change, and the improvement of customer service.

Introduction
Company
History
Awards
Gold Standards
Empowering Employees to Implement an Award Winning Approach
Using TQM to Drive Change and Improve Customer Service
Challenges and Benefits

From the Paper:

"In today's society, consumers are often seen more as numbers than actual people. Customer service is talked about frequently, but rarely delivered upon. Customer's requests or needs that go beyond what employees typically experience often fall upon the deaf ears of apathetic employees. Complaints are often handled equally as careless. One company, however, has a reputation for being different "Ritz-Carlton Hotels."

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