Ritz Carlton Human Resource management practices and work culture essays & term papers     

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Ritz Carlton Human Resource management practices and work culture Free Essay, Term Paper and Book Report

Ritz has come a long way in defining and providing quality services to its client. In the event of doing so, it tried hard to “standardize” the services; eliminating the human “variability” factor in its services and making them as uniform as possible at all its locations. Thus the clients visiting any of Ritz hotels across the world would anticipate and receive same level of service quality irrespective of the human factor differences serving them. However, as the time passed by the Ritz management felt the need to change its core concept of standardizing services as it was making staff behaviour a tad mechanical and artificial, doing away with the human touch which was so much anticipated by the new set of customers. Consequently, the management changed the whole philosophy of “standardization” by allowing its employees’ behaviour to adapt to the type of customer they interacted with. The issue arises whether this dramatic shift would be appreciated by the existing loyal customers in addition to the relatively newer ones. How can Ritz target and satisfy both of them? Furth......

Word Count: 2039
Page Count: 8.1  (250 words a page / double spaced)

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