Scene-1 Scene-2

The Ritz-Carlton Case

Solution
Presented by:
Rohit Jain
 Scene-1 Introduction The Wow Story The Visual

Reinforcement of Gold Standards

There is nothing more exciting than fixing a mistake or a

defect
Interesting
Facts Employees do not just have to fulfil their functions but also
have a purpose.

Good opportunities for career advancement.

Scene-1 Introduction The Wow Story The Visual

Ritz Empowerment Process

1.

Warm Welcome
Three Types of Service

2. Employee Employee
Anticipation And Employee
Breaks Away Applies Determine Guest
Compliance With Senses Guest
from Routine Immediate Reaction
Guest Needs Wish or Need
Duties Positive Action

Dissatisfied
Satisfied

3.
Employee
Document the Guest Memory Escalate the
Fond Farewell Returns to
Incident System Complaint
Routine Duties
Scene-1 Introduction The Wow Story The Visual

Every single Ritz Carlton staff member can spend up to

$2000 on a guest.

Ritz Carlton makes a shoetree for a customer

Ritz Carlton retrieves a customer’s sunglasses by

snorkeling

Ritz Carlton constructs a wooden pathway for a

wheelchair

 Ritz Carlton goes across the country to return a

customer’s dress
Scene-1 Introduction The Wow Story The Visual
Scene-1 Scene-2

The Big Discussion

Scene-2 Points to consider The Meeting Conclusion

The Seven Day Countdown

Initial Occupancy rate

 Scene-2 Points to consider The Meeting Conclusion

Keep it as it is:
Pros:
 Refined and evolved process for opening hotel chains by the Ritz Carlton
 Provides standardization with greater efficiency.
 Flawless execution is the goal; even if it takes longer, productivity will increase
Option – 1 as employees get more and more comfortable over time.
 Focus on providing the “WOW” Ritz Carlton experience from the beginning.
 Sufficient allocation of time frame for imbibing the Ritz Carlton culture and
values in the employees.
 Focus on utmost quality, not on quantity from the very beginning
 Offsets expected minor service failure from the beginning
 Scene-2 Points to consider The Meeting Conclusion

Keep it as it is:
Cons:
 Loss of profit
 Tension with owners
 May not satisfy sufficient training for new facilities included.
Option – 1  7 day training may not be sufficient for the employees to deliver
the Ritz Carlton service standard.
 Scene-2 Points to consider The Meeting Conclusion

Extend countdown and maintain initial

occupancy rate:
Pros:
 More efficient employee training and morale.
 Can allocate separate time for the new facility allocated.
Option – 2
 Decrease tension with owners.
 Scene-2 Points to consider The Meeting Conclusion

Extend countdown and maintain initial

occupancy rate:
Cons:
 Extra loss of profit.
 Can hamper brand equity.
Option – 2  No guarantee of increased efficiency.
 Lead to rescheduling of whole program
 Low incentive to move away from 7 day standardized training
program.
 Scene-2 Points to consider The Meeting Conclusion

Extend initial occupancy rate and

maintain countdown:
Pros:
 Increase in profit.
Option – 3  Decrease tension with owners.
 Scene-2 Points to consider The Meeting Conclusion

Extend initial occupancy rate and

maintain countdown:
Cons:
 More chances of service failure.
Option – 3  Even greater pressure on employees.
 Can hamper brand equity.
 Scene-2 Points to consider The Meeting Conclusion

Extend both initial occupancy rate and

countdown:
Pros:
 Better profitability with lesser risk.
 No tension with partners.
Option – 4
 More efficient employees who can deliver Ritz Carlton standard.
 Scene-2 Points to consider The Meeting Conclusion

Extend both initial occupancy rate and

countdown:
Cons:
 Extra cost.
Option – 4  Will hamper brand equity.
 No guarantee of definite success.
 Complete rescheduling of the whole program.
 Scene-2 Points to consider The Meeting Conclusion

Cost

The Financial
Analysis

Benefits
 Scene-2 Points to consider The Meeting Conclusion

Go For Option 1

My Suggestion
“Let’s do what we do best”