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