Marriott Holdings of Ritz-Carlton

Maximize operational efficiency and profit.

Since being merged by Marriott International, The Ritz-Carlton Hotel has ushered in unprecedented global growth opportunities, while maintaining its unique corporate image and popularity.

Ritz-Carlton Hotel has benefited a lot from Marriott International's * * * sharing system and information platform. —MARSHA is the advanced reservation system of Marriott International Hotel Group and the most powerful reservation network and demand management tool in the hotel industry. The system provides the Ritz-Carlton with a veritable global reservation network. With the help of global electronic system, including Global Distribution System (GDS), toll-free telephone number, telex, fax and Internet, the system can exchange information at any time.

Marriott International's original demand forecasting system enables the Ritz-Carlton Hotel to respond to the rapidly changing market in a timely manner, and at the same time maximize profits by adjusting prices and occupancy rates. In addition, the * * * shared information system enables the Ritz-Carlton to expand its sales and marketing scope, and at the same time enables the Ritz-Carlton to provide personalized service to every customer, which is a major feature of the Ritz-Carlton brand.

Marriott International's purchasing and revenue system has saved costs for Ritz-Carlton owners and greatly improved cash flow.

Marriott International's selective expansion of Ritz-Carlton brand hotels has brought unexpected resources for the accelerated development of Ritz-Carlton. Since Marriott International formed an alliance with Ritz-Carlton Hotel Company in the mid-1990s, the number of Ritz-Carlton brand hotels has doubled. As a world-renowned luxury hotel industry leader, the Ritz-Carlton brand has developed into the most valuable luxury hotel brand in the world. The Ritz-Carlton Hotel provides guests with a unique and elegant environment and atmosphere, but what makes it stand out from its competitors is the management concept behind it. Ritz-Carlton's management philosophy is fully reflected in the company's core values expressed in its "gold standard".

"Although it has been imitated many times, the' gold standard' is clearly written on the creed card (employees always carry it with them). The "gold standard" is always the first in the industry, and "gold standard" is the secret of our success. Every employee knows Ritz-Carlton's goal, and the' gold standard' constantly reminds them that satisfying our guests is our highest mission. " President and CEO

Ritz-Carlton Hotel Company

The Ritz-Carlton Hotel's "Gold Standard"

Ritz-Carlton requires every new employee to consciously abide by the company's standards, including creed, three-step service, motto, twelve service concepts, service value and employees' commitment to employees. They repeatedly stressed that the purpose is to always give priority to the individual needs of each guest and provide real warm and thoughtful service for each guest. All employees should always remind themselves that they are "ladies and gentlemen" every day, and they should actively and enthusiastically serve the guests and foresee their needs.

Ritz-Carlton clearly recognizes that attracting, owning and maintaining an excellent workforce is the company's top priority. The company's method of training employees is based on this. The Ritz-Carlton Hotel Company is proud of its low turnover rate in the hotel industry for many years. This training method has been quoted and imitated by many companies all over the world, from the world's top 500 companies to successful family businesses. After a rigorous selection process, new employees will receive a two-day in-store training to understand Ritz-Carlton's rich corporate culture. From low-level room cleaners to senior managers, every employee should learn how to adhere to and apply basic principles in their work.

At the queue in the morning, all employees and managers gathered together to reaffirm the company's "quality commitment", praise excellent service and strengthen management objectives. All over the world, the motto is the same every day: "Exceeding customers' expectations is the most important mission of the company."

Employees receive more than 100 hours of customer service training every year. About half of Ritz-Carlton employees belong to an authorized self-directed work team. These teams initiated many service innovations, which improved customer satisfaction and increased profit margin.

The investment in training and services has achieved commendable results. Following the principle of Total Quality Management (TQM), The Ritz-Carlton Hotel Company has won the highest evaluation in many surveys including the guest satisfaction survey conducted by J.D. Bowar (joint venture). The guest return rate is close to perfect score, and the employee retention rate is 66%, which is much higher than the average level of the same industry, thus saving the cost and improving the profit of The Ritz-Carlton Hotel.