Ritz-Carlton Hotel Company, The

Sandra J. Sucher; Stacy  McManus

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Case | HBS Case Collection | March 2001 (Revised September 2005)

Ritz-Carlton Hotel Company, The

by Sandra J. Sucher and Stacy McManus

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;