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Quality Management at the Ritz-Carlton Hotel

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Quality Management at the Ritz-Carlton Hotel
The only problem the Ritz-Carlton faces, is continuous improvement, the goal of their company is to have customer satisfaction at 100%. If a guest’s experience does not meet expectations, the Ritz-Carlton risks losing that guest to competition (Heizer & Render, 2011).
The Ritz-Carlton was the first hotel company to with the Malcolm Baldrige National Quality Award, they treat quality as if it the heartbeat of the company (Heizer & Render, 2011). “The Ritz-Carlton Hotel Company L.L.C., which operates five-star resorts and luxury hotels worldwide, has received all the major awards the hospitality and leading consumer organizations can bestow; Our organization is the first and only hotel company twice honored with the Malcolm Baldrige National Quality Award from the United States Department of Commerce (Ritz-Carlton, 2012).
One way the company has put more meaning behind it quality efforts is to organize its employees into “self-direct” work teams (Heizer & Render, 2011). Ritz-Carlton believes that a more educated and informed employee is in a better position to make decisions in the best interest of the organization (Heizer & Render, 2011).
Ritz-Carlton has definitely analyzed every area within operations, they have won countless awards. They have proven to continuously improve their quality standards, and they treat their guests with the utmost respect. “At the Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests. By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company (Ritz-Carlton, 2012). This hotel is definitely on my “bucket list” of places to stay in.
In order for the Ritz-Carlton to achieve quality, they need to meet their operational “goal.” A

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