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Case
| HBS Case Collection
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2005
(Revised from original 2001 version)
Ritz-Carlton Hotel Company, The
by
Sandra J. Sucher and Stacy McManus
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Abstract
In just seven days, the Ritz-Carlton transforms newly hired employees into "Ladies and Gentlemen Serving Ladies and Gentlemen." The case details a new hotel launch, focusing on the unique blend of leadership, quality processes, and values of self-respect and dignity, to create award-winning service.
Keywords: Customer Satisfaction;
Innovation and Invention;
Leadership;
Brands and Branding;
Product Launch;
Service Operations;
Performance Improvement;
Problems and Challenges;
Quality;
Status and Position;
Culture;
Value Creation;
Accommodations Industry;
Service Industry;
Citation:
Sucher, Sandra J., and Stacy McManus. "Ritz-Carlton Hotel Company, The." Harvard Business School Case 601-163, September 2005. (Revised from original March 2001 version.)