Revolutionizing the Service Industry, The Ritz-Carlton Hotel Company Wins Coveted Malcolm Baldrige National Quality Award for Second Time

The Atlanta, Ga.-based company, a previous Baldrige recipient in 1992, joins only one other American company that has earned the distinction more than once. Ritz-Carlton is the only company in the hotel industry to have ever achieved the award, which recognizes exceptional achievement in the practice of total quality management principles.

"This award belongs to the 17,000 ladies and gentlemen at 36 Ritz-Carlton Hotels and Resorts worldwide who are committed to providing the very best experience for our guests," said Horst Schulze, president and chief operating officer. "Winning this award confirms that quality is not a short-term approach to doing business. Instead it is a roadmap that allows us to achieve the highest customer and employee satisfaction in the industry."

Award Criteria and the Bottom Line

Seven categories make up the award criteria: Leadership, Strategic Planning, Customer and Market Focus, Information and Analysis, Human Resources Focus, Process Management and Business Results. At Ritz-Carlton, a focus on these criteria has resulted in higher employee and customer satisfaction, increased productivity and market share. Perhaps most significant is increased profitability. Research shows that the stock price of companies with effective Total Quality Management implementation outperformed the S&P 500 Index by approximately 34% over a five-year period.

What Quality Means to the Guest

A daily SQI (Service Quality Indicator) is displayed throughout the hotel, enabling all departments to monitor the key production and guest service processes up to the minute to address challenges and areas of need immediately. The SQI of all hotels is displayed on flat screen monitors in the corporate office ensuring immediate communication of hotel issues and strategies. All Ritz-Carlton employees are empowered to make a difference. Using tools ranging from nine-step quality improvement teams to guest surveys, Ritz-Carlton employees examine every process in the hotel to ensure the most efficient, customer-service driven practice is in place. Examples include:

• Based on customer requests for a more personalized food & beverage experience, the executive chef at Hotel Arts Barcelona now meets with the meeting planner and catering/conference services department to creatively plan the meal functions to the specific wishes and needs of the customer.
• Quality Improvement teams at The Ritz-Carlton Hotels in Osaka and Singapore developed a process to assist planners in choosing food and beverage options. Now, meeting planners receive proposals with full-color photos of all the meals, breaks and amenities outlined in the proposal.

The Ritz-Carlton Hotel Company manages 36 hotels and resorts in Africa, Asia, Australia, Europe, Canada, Mexico, the Middle East and the United States. For information or reservations call 800-241-3333, a travel professional or access The Ritz-Carlton website at www.ritzcarlton.com.