Question

The Ritz-Carlton Hotel Company was established by president and founding father Colgate Holmes along with four business partners in 1983. At that time, the only existing Ritz-Carlton hotel was located in Boston. By 1992, the company had opened 22 additional hotels in the United States. By 1998, the company was acquired by Marriott International. Today, Ritz-Carlton Hotels is based in Chevy Chase, Maryland, operates more than 90 luxury hotels in 30 countries and territories, and employs more than 40,000 people.

The Credo

The Ritz-Carlton 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.
The Motto

At the Ritz-Carlton, "We are Ladies and Gentlemen serving Ladies and Gentlemen." This motto exemplifies the anticipatory service provided by all staff members.

Service Values

I build strong relationships and create Ritz-Carlton guests for life.
I am always responsive to the expressed and unexpressed wishes and needs of our guests.
I am empowered to create unique, memorable, and personal experiences for our guests.
I understand my role in achieving the Key Success Factors, embracing community footprints, and creating the Ritz-Carlton mystique.
I continually seek opportunities to innovate and improve the Ritz-Carlton experience.
I own and immediately resolve guest problems.
I create a work environment of teamwork and lateral service so that the needs of our guests and each other are met.
I have the opportunity to continuously learn and grow.
I am involved in the planning of the work that affects me.
I am proud of my professional appearance, language, and behavior.
I protect the privacy and security of our guests, my fellow employees, and the company’s confidential information and assets.
I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment.
In order to ensure the effective implementation of its legendary service philosophy, the Ritz-Carlton emphasizes the importance of teamwork at all of its properties. In particular, teamwork is emphasized in service value #7—I create a work environment of teamwork and lateral service so that the needs of our guests and each other are met. Lateral service means that all Ritz-Carlton employees must support each other in realizing the hotel’s mission. Sometimes this may involve performing duties and responsibilities that are not part of their job, such as assisting a guest with his/her luggage, obtaining a bottle of shampoo or soap from housekeeping for a guest, or providing a recommendation for a good local restaurant or show to see for a guest.

The company uses a variety of practices to support lateral teamwork, including the following:

Managers foster a culture that supports teamwork through the effective modeling of desired behaviors and recognizing those who practice lateral teamwork;
Employees provide informal training on what their coworkers need to do to provide lateral teamwork and how they need to do it;
Employees complete formal training on teamwork as well as participate in team-building activities;
Employees team up with each other (e.g., concierge and the hotel’s restaurant manager) when doing so will enhance a guest’s experience;
Managers incorporate lateral teamwork into the professional development plans of employees so that they can see how lateral teamwork can enhance their ability to grow and advance at a personal and professional level.
Discussion Questions

What types of groups/teams are used at the Ritz-Carlton Hotels?

Answer 1

At the Ritz-Carlton Hotels, various types of teams such as cross-functional teams, managerial teams, informal training groups, and formal development groups are utilized to promote lateral service and facilitate professional growth, ensuring all guest and staff needs are met.

Step-by-step explanation:

The Ritz-Carlton Hotels utilize various types of teams and group structures to provide exceptional service and create a cohesive work environment based on their service values and mission statement. Some of the groups and teams include:

• Cross-functional teams: Employees from different departments collaborate to enhance guest experiences, like a concierge teaming up with the restaurant manager.
• Managerial teams: Managers work together to model and encourage team behaviors and recognize effective teamwork among staff.
• Informal peer-to-peer training groups: More experienced employees share their knowledge with new team members in an informal setting to foster an environment of support.
• Formal training and professional development groups: Employees participate in structured training designed to improve their teamwork skills and grow professionally within the company.

Within each team or group, members are encouraged to exemplify the values of lateral service, where they support one another regardless of their primary job function, ensuring all guest and staff needs are addressed. This could involve tasks outside their usual responsibilities—like a front desk agent providing housekeeping items to a guest. In fostering such a culture through various team structures, the Ritz-Carlton enhances its ability to deliver on its commitment to guest satisfaction and employee growth.