Case #5 and case questions:

The Ritz-Carlton Hotel

The Ritz-Carlton Hotel Company.pdf

1.     Evaluate the effectiveness of the Ritz’s training and development system. To what extent does the system create the leadership, values, and culture of the Ritz? What specific aspects of the training program help new recruits understand what it is to be a Ritz employee?

2.     How do you balance quality standards against the need to empower employees to customize their responses to specific situations? Give specific examples as they relate to the Ritz.

3.     Do you think this training approach would work in other service industries? Why or why not?