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Introduction - Leadership and Employee Motivation at Ritz-Carlton
In the hospitality sector, success of the company is highly influenced from the quality of services offered by the employees. Hence, in this regard, it is highly required for the organization to hire, train and retain competent personnel for the longer duration. Ritz-Carlton is a well-known leader in the international hospitality sector, known for its opulent lodgings and first-rate service. Having been founded in 1983, the business is managed by Marriott International. It has established itself as a byword for elegance and comfort due to its dedication to providing unmatched experiences. Its fiscal performance has always shown strength and consistency. According to the most recent data offered, Ritz-Carlton makes a substantial contribution to Marriott International’s total sales and earnings. Their mission, who places a strong emphasis on offering superior facilities and personalized care to clients who demand nothing less than the best, reflects their dedication to quality.
The core of Ritz-Carlton’s vision is to provide guests with unforgettable experiences that are tailored to their individual needs. The organization is quite large, with an international chain of hotels as well as resorts to its credit (Ritz-Carlton: Analysis of Mission & Vision Statement, 2023). Its extensive reach demonstrates its commitment to serving a variety of markets as well as meeting the demands of a discriminating customer. Being a major player in the worldwide hospitality industry, it is a legendary brand because it consistently raises the bar for elegance and client care. Due to its steadfast dedication to its goals, the organization is recognized as an industry leader in the field of hospitality.
Structure and characteristics that organization is following, please explain further how it links to organization.
Ritz-Carlton follows decentralized organization structure which allows it to maintain flexibility, effectiveness and individualized service at every hotel. This structural framework impact guests' encounters and gives individual hotels as well as resorts, across the portfolio, a great deal of flexibility. Decentralized approaches are consistent with the business's mission to offer distinctive, customized services that take into account the traditions and customs of each location. The organization structure of the company is decentralized, which gives authority to general managers as well as employees at every property in relation to taking decisions about how to run their businesses in response to the unique demands & desires of their clients (Huang, 2021). This adaptability makes it easier to adjust to peculiar customer tastes, cultural quirks and regional market forces. A decentralized structure provides for the required flexibility, for example, because a resort within a leisure area may have distinct amenities offerings as well as visitor expectations than and its property in an international city.
Decentralization also encourages local teams to feel accountable and owned. Such empowerment fosters innovative thinking and creativity in responding to the unique needs of the markets they serve. It also makes it possible to react towards new trends and shifting consumer tastes more quickly. This in turn helps hospitality sector to remain flexible, which seems highly essential. Essentially, the hotel's decentralized structure complements its dedication to provide individualized and outstanding service by giving each hotel the freedom to customize how it operates to suit the particularities of its site. Meanwhile, helps in improving the general experience for guests and thereby contributes in high revenue.
Culture of the organization and its leadership style
Ritz-Carlton is widely recognized for cultivating an exceptional culture, wherein a resolute dedication to delivering unmatched service is firmly embedded. The company may be identified by its heavy focus on individualism, high power distance, masculinity and long-term orientation to Hofstede organizational culture. The company values individualism as well as encourages staff members to excel their abilities & skills. On the basis of this, more focus is placed on providing employees with pleasure towards their jobs. This is consistent with the organization's dedication to providing individualized service, where every employee is given the freedom to go beyond what is needed to satisfy each unique client's wants and desires.
A hierarchical system emphasizing different levels of authority is seen in the hotel power distance. A clear organizational hierarchy coexists with a cooperative environment that promotes honest feedback and transparent discussion at all stages of the organization. By striking this equilibrium, an organized working atmosphere is preserved and staff is guaranteed to feel respected & acknowledged (Dahadi, 2020). The company's culture emphasizes on accomplishment, aggressiveness as well as material achievement. This is clear from the company's dedication to quality and from its status as an emblem of richness as well as luxury. Its commitment to creating enduring bonds with both visitors and staff is indicative of its long-term outlook. The hotel emphasizes staff training as well as development because it knows that nurturing its people is essential to the company's long-term viability and profitability.
With regards to leadership approach, transformational leadership is a specialty of Ritz-Carlton. Workers are encouraged and inspired to reach their maximum potential. An environment of creativity, ongoing development and a mutual dedication to the company's essential principles are all fostered by this leadership approach. A key factor in creating and maintaining the organization's remarkable culture & quality of service is the leadership. Team's ability to effectively communicate, coach others may result into organizational growth.
Employee motivation
In line with Herzberg's two-factor theory, Ritz-Carlton places a high priority on staff inspiration. Herzberg states that hygiene elements, also known as maintenance factors, as well as motivators are the two categories of factors that affect job fulfillment as well as motivation (Herzberg’s Two-Factor Theory of Motivation-Hygiene, 2023). Salary, working environment, and corporate policy are examples of hygiene elements that are seen to be crucial for avoiding unhappiness but cannot directly impact motivation. Understanding the significance of these elements, the hotel guarantees competitive pay, a happy workplace, and worker-friendly practices to build a basis of pleasure.
Although by concentrating heavily on motivators, the company goes above and beyond these fundamental components. Job fulfillment and greater inspiration are largely driven by motivators such as appreciation, duty and the essence of the job itself. By recognizing exceptional work and boosting a feeling of accomplishment, the company runs a thorough employee appreciation program (Vilana 2019). In addition to this, a great deal of responsibility is given to its staff members, which fosters a feeling of ownership and satisfaction in the work they do. The organization strives to build a workplace where workers' basic demands are addressed and they are encouraged to achieve, resulting in an enthusiastic and driven team that is dedicated to providing clients with great service. This is achieved by tackling both hygienic factors as well as motivators.
Change Management and Technology
Lewin’s change management model and Bridges transition model serve as sources of inspiration for Ritz-Carlton as they effectively incorporate change management concepts. According to Lewin's three step model, changes must be made, new behaviors must be implemented, and then the old behaviors must be unfrozen (Sharma, 2021). It places a strong emphasis on transparent interaction to break down barriers to current behavior, applies shifts methodically, and consistently promotes new behaviors to make certain they become part of the company culture. Lewin's method is enhanced by Bridges Transition Model, which takes into account the psychological as well as emotional components of transformation. The company places a strong emphasis on handling the human side of change, understanding that staff members must first let go of their familiar practices, find a middle ground, and finally accept the new situation. This strategy makes certain that organizational shifts are accepted and implemented by the people working there, in addition to being technically sound.
The hotel has adopted an extensive digital transformation plan to improve efficiency in operations and customer experience. Social networking sites such as Facebook and Instagram are among the platforms used for client engagement and marketing (Chon, 2019). Elements of operations are automated, improving efficiency by optimizing procedures like registrations and bookings. It places a high priority on data management, using cutting-edge technologies to gather and analyze customer pReferences. The company's standing for providing excellent client experiences is strengthened by this based on data tactics, which makes highly personalized offerings possible. By carefully integrating technology, it maintains its position as a leader in the upscale hotel sector while exceeding changing client demands. In the case of digital transformation resistance is usual from employee’s side. Hence, in this situation company is required to communicate with employees the benefits of technological advancements. Further, by organizing competent training session Ritz Carlton can persuade employees about how to deal with the changing technological aspects. By undertaking these aspects firm would become able to implement change successfully.
Please explain how HRM is contributing to overall employee professional development in organization.
By strategically implementing the 5Cs model of HRM, The Ritz places a high priority on the professional growth of its staff.
- Capability- The development of the skills of workers is a top priority for the company. Staff members are given the tools they need to succeed in their positions through extensive training programs, seminars and skill-building activities (Diwyarthi, 2022). This dedication to capacity building guarantees that staff members are ready to provide the outstanding service that has come to be associated with its brand.
- Capacity- Maximizing the potential of the staff is the main goal of HRM department within Ritz Carlton’s. This is making sure employees have the resources as well as instruments they need to achieve client expectations as well as organizational goals by matching personnel numbers to company’s requirements. The organization improves worker efficiency as well as job fulfillment by maximizing capacity.
- Culture- This luxury hotel promotes a culture of lifelong learning by placing a strong emphasis on the advancement, creativity and progress of its staff. This HRM strategy fosters a dedication to quality, fostering an atmosphere in which continuing professional growth is not only welcomed but also profoundly ingrained in the culture of the company.
- Change- HRM plays a key role in managing change at the hotel by foreseeing changes in the business and advances in technology (Gallan et al, 2021). The goal is to support staff members' ongoing professional growth by providing them with the tools they need to adjust to changing possibilities as well as obstacles.
- Compliance- Adherence to industry norms and laws is given top priority by HRM at the hotel. To comply with the ethical as well as legal obligations in the field of hospitality entails giving staff members the necessary training. These actions strengthen the company's ethical principles by fostering trust and honesty.
How organization performance can be improved through employee motivation, workplace culture, or behavior management in organization?
For enhancing organizational performance Ritz Carlton is required to undertake the following aspect:
Initially, by regularly evaluating and modifying compensation to be competitive, the company might further improve motivation among workers through its reward systems. An additional fulfilling workplace may result from the addition of extra perks like work-life harmony initiatives and health advantages. In addition to improving skills, continuing to invest in professional growth options outside of present practices would help improve morale among workers.
Teamwork can be strengthened culturally by encouraging diversity in organizational values as well as a more cooperative workplace via improved internal communication lines. Good cultural change can be facilitated by the adoption of novel customs that honor successes and significant occasions (Shagirbasha, 2021).
Further, by establishing open and honest procedures and embracing a servant leadership approach could close gaps in authority and promote a more positive & encouraging work environment. Emphasizing training in resolving disputes improves behavior control and successfully handles interpersonal problems. A more positive work environment is partly achieved by regularly modifying leadership approaches to accommodate employee requirements. The hotel can maintain its position as a market leader and offer both a rewarding work environment and outstanding guest experiences by tackling these issues.
The hotel might want to raise pay, offer wellness benefits, increase personal growth maximize strengths minimize shortcomings, and boost worker motivation. Enhancing organizational values through increased internal interaction and open regulations can boost cooperation on cultural levels. Strengthening behavior management and promoting a pleasant and unified work climate can be achieved by emphasizing training in dispute resolution and adaptable leadership approaches.
Reference
Books and Journals
- Chon, K.K.S. and Zoltan, J., 2019. Role of servant leadership in contemporary hospitality. International Journal of Contemporary Hospitality Management, 31(8), pp.3371-3394.
- Dahadi, D.R. and Yusup, S., 2020. The impact of leaders competence towards customer satisfaction through employee’s performance in The Ritz-Carlton Jakarta. Journal of Management and Leadership, 3(2), pp.1-18.
- Diwyarthi, N.D.M.S., 2022. The Effect of Training Implementation on the Work Quality.
- Gallan, A.S., Kabadayi, S., Ali, F., Helkkula, A., Wu, L. and Zhang, Y., 2021. Transformative hospitality services: A conceptualization and development of organizational dimensions. Journal of Business Research, 134, pp.171-183.
- Huang, Z., 2021. A Study On The Impact Of The Ritz-Carlton Hotel Culture On The Work Engagement Of The New Generation Employees. Turkish Journal of Computer and Mathematics Education (TURCOMAT), 12(11), pp.4032-4040.
- Shagirbasha, S. and Sivakumaran, B., 2021. Cognitive appraisal, emotional labor and organizational citizenship behavior: Evidence from hotel industry. Journal of Hospitality and Tourism Management, 48, pp.582-592.
- Sharma, B. and Rahim, M.A., 2021. TQM and HRM: an integrated approach to organizational success. Journal of Comparative International Management, 24(1), pp.27-41.
- Vilana Olmos, A. and Martín Miralles, A., 2019. Should the Employee Promise of Ritz Carlton Gold Standards be updated?
Online
- Herzberg’s Two-Factor Theory of Motivation-Hygiene. 2023. [Online]. Available through: < https://www.simplypsychology.org/herzbergs-two-factor-theory.html >
- Ritz-Carlton: Analysis of Mission & Vision Statement. 2023. Online. Available through: < https://visionarybusinessperson.com/ritz-carlton-mission-vision-statement/?expand_article=1>
