Problem-solving, strategic planning etc related to each team will be managed independently by the team members. Once the tasks were allocated, top management may not interfere in the team functioning. Moreover, the employees of Ritz Carlton have been given immense respect by the company management. The employees are referred to as ladies and gentlemen in order to mark the company’ s respect towards the employees. The Ritz-Carlton believes in the linkage between employee engagement and customer satisfaction for making the organization more profitable n. Only the satisfied employees will satisfy the customers.
The above principle was recognized and accepted by the management even from the beginning of the company itself. The management is very particular to make the employees satisfied in all the aspects of their professional life as they realized that the satisfaction of the employees will reflect in their dealings with the customers. The hospitality industry, especially the hotel industry is very much dependent on customer satisfaction. (The Six Characteristics of Highly Effective Internal Marketing Programs) The internal marketing at Ritz-Carlton is controlled by a steering committee of department representatives from human resources, operations, product/brand management, and sales and marketing n.
The combined effort of various departments in dealing with internal marketing is a big plus point for the company as internal marketing is one of the core operations of a hotel business. Service is considered as an honor, not as a burden by the Ritz-Carlton employees. The attitudes of the Ritz-Carlton employees towards their customers are always service oriented because of the freedom and benefit they enjoyed in their works. It should be remembered that Ritz-Carlton allows its employees to spend up to $2,000 to correct a customers problem or handle a complaint (The Six Characteristics of Highly Effective Internal Marketing Programs)
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