This sample paper on Ritz Carlton Credo Pocket Card offers a framework of relevant facts based on recent research in the field. Read the introductory part, body, and conclusion of the paper below.
What challenges do you think the company faced in changing theculture? Every organization has a culture which is a set of beliefs, values andstandard that set the quality for how employees are to act, how work is to bedone, and what image to represent to the world. The Ritz-Carlton has a strong culture whereas others are less welldefined.
Ritz-Carlton motto “We are Ladies and Gentlemen serving Ladiesand Gentlemen.
According to Simon Cooper, the President and Chief Operating Officer of Ritz-Carlton Hotel Company, LLC, they chose the mottobecause they don’t want their employees to think of themselves as a servile;their employees might not have the wealth, knowledge or education of their guest but they do have the same values. Cooper added culture keeps thecompany functioning at high levels, while keeping it profitable and enabling itto win awards; Ritz-Carlton culture is about the relentless and unremittingdesire to deliver world class service.
However, Ritz-Carlton may be faced asubstantial challenges if the culture has change. Here are some of thechallenges: Research When corporate culture no longer supports the business strategy, change isneeded. Ritz-Carlton may needs to do a lot of research to find out why exactlyculture change is necessary for them. Besides of that, they also need to avoidthe negative effect which may affect employees’ job performance. Employment Employees might affected by the change of the culture.
For instance, their employees might not be work efficiently and may have a negative attitude.
Furthermore, employees afraid that they might have to do things that theyhave never done before or even lose the jobs because of the culture changewhich is the most powerful restraining force. Ritz-Carlton does not ‘hire’employees; they ‘select’ new members for the Ritz-Carlton team. Ritz-Carltonselects candidates by looking at their attitudes and values, instead of skillsand experience. If candidates have years of experience but do not fit in withthe strong service culture, they are simply not selected. Organizational Performance
Organizational performance mainly affected by its culture, so there isnecessary to change when the culture is no longer support the businessstrategy. Before doing so, Ritz-Carlton should analyse, identify and developthe organisations capacity for changing the culture to prevent the possibility of image spoiled. [pic][pic][pic] [pic][pic][pic][pic][pic][pic][pic][pic][pic] Period of Time Changing of organisational culture is an on-going and never ending processwhich may take years of time to implement and feel the full benefits. Therefore, changing the culture may be tedious for Ritz-Carlton.
What is the Ritz-Carlton doing to maintain this new culture? Company culture plays an important role in maintaining a cultivatingenvironment for employees which in turn helps company to be at lead in their businesses. As a company grow, its cultural values are refined andstrengthened. Every organization has its own unique culture or value set. Theculture of the organization is typically created unconsciously, based on thevalues of the top management or the founders of an organization. According to Cooper, a great employee culture comes from their ladiesand gentlemen as they call their employees, being fully engaged in Ritz-Carlton business.
One of the things they try to do is to marry-up their guestengagement and employee engagement which mean they searching for andfinding the evidence that a great employee results in a great guestexperience. To maintain this new culture, Ritz-Carlton has empowered their employees. There are a few of strategies that Ritz-Carlton used to maintainthis new culture: Living the Service Values Every manager and front line employee will carries a trifold pocket card thatbears the title ‘Gold Standards’ but is referred to as the ‘Credo Card’.
The‘Credo Card’ stated of 12 service value guidelines which intended to helpthem in create the mystique to attract luxury travellers. The Ritz-Carlton is notalone in create the rules and guidelines to keep employees focused oncompany values, however the Ritz-Carlton does stand apart in how itreinforces the values with every employees, every day. Define and Refine This principle is emphasizes the importance of defining the experience youwant customer to have with your employees and explores how to refine theexperience based on what is relevant to your customers.
Each day every Ritz-Carlton around the world, employees from each department will gather tohave 15 minutes of meeting known as ‘line-up’. This daily line-up is to reviewthe guest experience, resolve issues, and discuss the way to improve theservice. Rewards Ritz-Carlton motivating and rewarding their employees, who have exceededtheir expectations, surpassed the highest goal with The Ritz-Carlton IncentiveAwards. Furthermore, managers give out the Gold Standard Coupons tothose employees who are ‘caught’ meeting the hotel standards for quality.
These coupons can be exchanged for weekend accommodations at the hotel [pic][pic][pic][pic] [pic][pic] or merchandise in the hotel’s gift shop. Every quarter, a Five-Star EmployeeAward is granted; with the winner receiving a five-night stay for two at a Ritz-Carlton anywhere in the world, along with round-trip tickets for two andUS$500 allowance. Empowered through Trust The Ritz-Carlton trusts their employees and provides them a better workplaceso that they come to work with a smiley face and provide excellent customer service. Deliver WOW
Stories have the power which motivate, influence and reinforce the company’svision, culture and values. In the line-up, someone will read the ‘WOW’ storiesof the day. The same story is shared across hotels in 21 countries, for example a housekeeper will hear the same story as a waiter in Hong Kong. ? There is one family staying at the Ritz-Carlton of Bali, had carried aspecialized eggs and milk for their son who suffered from foodallergies. Upon arrival, they found that the eggs had broken and themilk had soured. Managers and dining staff searched the town butcould not find the appropriate items.
However, the executive chef remembered that there is a stall in Singapore which selling theproducts. So he called his mother-in-law, asked her to buy the productsand fly to Bali to deliver to them, which she willing to do. In the above case, the Bali is intended to reinforce the service values of No. 7which is “use team work to meet individual needs of our guest”. Provide Training Employees who join Ritz-Carlton will have two days of nothing but trainingabout Ritz-Carlton. Employees will have two days of orientation whichincludes meals and restaurants and training in meeting rooms, they aretreated like a guest.
After that, they will receive 30 days of training from acertified trainer from the department. On day 21, new employees are asked togive the management feedback on how they can improve their trainingprogram for future training and recertification. Additionally, every employeewill get a minimum 130 hours of training every year which spans training for their department, company culture, language and computer skills. Besides of that, every employee will also go through annual recertification after they passwritten test, role play and interviews on culture and skill.