Ritz Carlton's Management Objectives and Goals Essay

835 Words Feb 11th, 2011 4 Pages
RITZ CARLTON’S MANAGEMENT OBJECTIVES AND GOALS
Ritz Carlton’s Management Objectives and Goals The Ritz Carlton’s mission statement is: “The Ritz Carlton Hotel is a place where the genuine care and comfort of our guests is our highest mission. We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed yet refined ambiance. The Ritz Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests” (Application Summary, 1999). Regardless of location, objectives goals and standards remain the same throughout the company. No matter where you travel people are expected to have their basic needs met and then some. They are
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The main purpose of this objective is to ensure that the employees listen to the customers, and do so on a regular basis (Moore, 2010). Without this, it becomes difficult to make improvements in areas that the company may be lacking in. Communication serves as the key in a relationship, whether personal or professional. One of the things that many people look for when choosing which hotel to stay in when they are taking a trip is whether or not the company and its employees go above and beyond the call of duty. The fourth objective examined by Michelli discusses “deliver wow”. This objective builds upon the last and demonstrates to the customers that the employees are listening to their needs and communicating them to the right people (Moore, 2010). Going the extra mile and doing more than what is expected is what makes people think they have spent their time and money wisely. An example of this would be a customer complaining about how cold it is in their room. From there, the maintenance worker gets on the task of resolving the issue, however, going above and beyond this would be bringing an extra blanket to the customer with a complimentary drink coupon. The last objective examined by Joseph Michelli is “leave a lasting footprint”. This objective encourages managers and directors to become active members of their community in their leadership roles (Moore,

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