This is my take on the Ritz Carlton case where many scenarios were scenario were taken, Pros and Cons were weighted and a conclusion was taken. If you have a different opinion please share your views in the comments below.

1. Scene-1 Scene-2
The Ritz-Carlton Case
Solution
Presented by:
Rohit Jain

2. Scene-1 Introduction The Wow Story The Visual
Interesting
Facts
Reinforcement of Gold Standards
There is nothing more exciting than fixing a mistake or a
defect
Employees do not just have to fulfil their functions but also
have a purpose.
Good opportunities for career advancement.

3. Scene-1 Introduction The Wow Story The Visual
Warm Welcome
Anticipation And
Compliance With
Guest Needs
Fond Farewell
Employee
Senses Guest
Wish or Need
Employee
Breaks Away
from Routine
Duties
Employee
Applies
Immediate
Positive Action
Determine Guest
Reaction
Document the
Incident
Employee
Returns to
Routine Duties
Guest Memory
System
Escalate the
Complaint
Satisfied
Dissatisfied
Three Types of Service
1.
2.
3.
Ritz Empowerment Process

4. Scene-1 Introduction The Wow Story The Visual
Every single Ritz Carlton staff member can spend up to
$2000 on a guest.
Ritz Carlton makes a shoetree for a customer
Ritz Carlton retrieves a customer’s sunglasses by
snorkeling
Ritz Carlton constructs a wooden pathway for a
wheelchair
 Ritz Carlton goes across the country to return a
customer’s dress

5. Scene-1 Introduction The Wow Story The Visual

6. Scene-1 Scene-2
The Big Discussion

7. Scene-2 Points to consider The Meeting Conclusion
The Seven Day Countdown
Initial Occupancy rate

8. Scene-2 Points to consider The Meeting Conclusion
Option – 1
Keep it as it is:
Pros:
 Refined and evolved process for opening hotel chains by the Ritz Carlton
 Provides standardization with greater efficiency.
 Flawless execution is the goal; even if it takes longer, productivity will increase
as employees get more and more comfortable over time.
 Focus on providing the “WOW” Ritz Carlton experience from the beginning.
 Sufficient allocation of time frame for imbibing the Ritz Carlton culture and
values in the employees.
 Focus on utmost quality, not on quantity from the very beginning
 Offsets expected minor service failure from the beginning

9. Scene-2 Points to consider The Meeting Conclusion
Option – 1
Keep it as it is:
Cons:
 Loss of profit
 Tension with owners
 May not satisfy sufficient training for new facilities included.
 7 day training may not be sufficient for the employees to deliver
the Ritz Carlton service standard.

10. Scene-2 Points to consider The Meeting Conclusion
Option – 2
Extend countdown and maintain initial
occupancy rate:
Pros:
 More efficient employee training and morale.
 Can allocate separate time for the new facility allocated.
 Decrease tension with owners.

11. Scene-2 Points to consider The Meeting Conclusion
Option – 2
Extend countdown and maintain initial
occupancy rate:
Cons:
 Extra loss of profit.
 Can hamper brand equity.
 No guarantee of increased efficiency.
 Lead to rescheduling of whole program
 Low incentive to move away from 7 day standardized training
program.

12. Scene-2 Points to consider The Meeting Conclusion
Option – 3
Extend initial occupancy rate and
maintain countdown:
Pros:
 Increase in profit.
 Decrease tension with owners.

13. Scene-2 Points to consider The Meeting Conclusion
Option – 3
Extend initial occupancy rate and
maintain countdown:
Cons:
 More chances of service failure.
 Even greater pressure on employees.
 Can hamper brand equity.

14. Scene-2 Points to consider The Meeting Conclusion
Option – 4
Extend both initial occupancy rate and
countdown:
Pros:
 Better profitability with lesser risk.
 No tension with partners.
 More efficient employees who can deliver Ritz Carlton standard.

15. Scene-2 Points to consider The Meeting Conclusion
Option – 4
Extend both initial occupancy rate and
countdown:
Cons:
 Extra cost.
 Will hamper brand equity.
 No guarantee of definite success.
 Complete rescheduling of the whole program.

16. Scene-2 Points to consider The Meeting Conclusion
The Financial
Analysis
Cost
Benefits

17. Scene-2 Points to consider The Meeting Conclusion
My Suggestion
Go For Option 1
“Let’s do what we do best”