Publications
Publications
  • March 2001 (Revised September 2005)
  • Case
  • HBS Case Collection

Ritz-Carlton Hotel Company, The

By: Sandra J. Sucher and Stacy McManus
  • Format:Print
  • | Pages:30
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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, March 2001. (Revised September 2005.)

About The Author

Sandra J. Sucher

General Management
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