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IBS Center for Management Research

Employee Training & Development at Ritz-Carlton: Fostering an
Exceptional Customer Service Culture

This case was written by Debapratim Purkayastha, IBS Hyderabad. It was compiled from published
sources, and is intended to be used as a basis for class discussion rather than to illustrate either
effective or ineffective handling of a management situation.

This case is the Winner of the 5th AESE Case Writing Competition, organized by AESE Business
School, Portugal.

© 2014, IBS Center for Management Research

IBS Center for Management Research (ICMR)

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Telangana, INDIA.

Ph: +91 9640901313

E-mail: info@icmrindia.org

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2

Employee Training & Development at Ritz-Carlton:
Fostering an Exceptional Customer Service Culture

“As our Employee Promise states, the ladies and gentlemen of The Ritz-Carlton
are the most important resource in our service commitment to our guests,
members, and residents. That’s why our commitment to learning and development
is so important.”1

– The Ritz-Carlton Company

“At a hotel you have a lineup three times a day for morning, afternoon, and night
shifts. Four days a week we talk about our service values. We remind our ladies
and gentlemen about the meaning of our service values.

“Once a week we share a best story of the week at every hotel. It’s about
reminding everyone about our commitment. They’re not employees. They’re ladies
and gentlemen serving ladies and gentlemen.”2

– Herve Humler, President and COO, The Ritz-Carlton Company, in 2013

A guest visited St. Thomas on a client incentive trip along with his girlfriend and checked in at the
Ritz-Carlton. One day, during his stay at the hotel, he decided to rent standup paddle boards for a
little fun on the beach. While

  
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