Skip to Main Content
HBS Home
  • About
  • Academic Programs
  • Alumni
  • Faculty & Research
  • Baker Library
  • Giving
  • Harvard Business Review
  • Initiatives
  • News
  • Recruit
  • Map / Directions
Faculty & Research
  • Faculty
  • Research
  • Featured Topics
  • Academic Units
  • …→
  • Harvard Business School→
  • Faculty & Research→
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 
ShareBar

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.)
  • Educators
  • Purchase

About The Author

Sandra J. Sucher

General Management
→More Publications

More from the Authors

    • October 2019 (Revised February 2020)
    • Faculty Research

    A Framework for Interpersonal Skills Development

    By: Sandra J. Sucher
    • May–June 2018
    • Harvard Business Review

    Layoffs That Don't Break Your Company: Better Approaches to Workforce Transition

    By: Sandra J. Sucher and Shalene Gupta
    • April 2018
    • Faculty Research

    Globalizing Japan's Dream Machine: Recruit Holdings Co., Ltd.

    By: Sandra Sucher and Shalene Gupta
More from the Authors
  • A Framework for Interpersonal Skills Development By: Sandra J. Sucher
  • Layoffs That Don't Break Your Company: Better Approaches to Workforce Transition By: Sandra J. Sucher and Shalene Gupta
  • Globalizing Japan's Dream Machine: Recruit Holdings Co., Ltd. By: Sandra Sucher and Shalene Gupta
ǁ
Campus Map
Harvard Business School
Soldiers Field
Boston, MA 02163
→Map & Directions
→More Contact Information
  • Make a Gift
  • Site Map
  • Jobs
  • Harvard University
  • Trademarks
  • Policies
  • Digital Accessibility
Copyright © President & Fellows of Harvard College