Organizational culture - Ritz-Carlton

The Ritz-Carlton is committed to treating its guests as HRHersof the hotel, drawing on the best institutional cultures in thearea of ​​residence, and the staff are referred to as \"ladies andgentlemen\". The hotel employees carry a card with the hotel logoprinted on it that states: “We, ladies and gentlemen, provide theservice to women and gentlemen.”

They have trained the employees of the Ritz in very precisestandards and specifications to deal with customers. The foundersof the company, Caesar Ritz and Auguste Escover, set thesestandards for more than a century, and Ritz employees arecontinuing to be trained in the company's traditions andvalues.

The managers reinforce the company’s values ​​and review servicemethods in 15-minute “show” sessions every day in every hotelbuilding. These values ​​form the basis for employee training andcompensation. Nothing is left to chance when it comes to providingexemplary customer service,

Prospective employees pass tests related to cultural suitabilityand attributes associated with the innate love of serviceprovision. \"The smile should look natural,\" says one of thecompany’s managers. Although team members are expected to be highlymotivated and highly motivated, their behavior in dealing withinmates is very detailed and written, which is the company's newapproach in contrast to what the company has been doing before: Noless for employees how to make inmates feel happy. Employees areexpected to discover this themselves now. Diana Orrick, VicePresident, says, “We have switched from this written guidelineapproach and moved to results management.” But the result has notchanged. The goal is still for the inmate to express his admirationfor the service they receive. However, based on the new approach,the interactions of team members with inmates are more natural,calm, and honest, which is better than appearing as lines from abooklet.
answer the questions:

1. What is the prevailing culture at the Ritz-Carlton? In youropinion, why is this type of culture important to a luxury hotel?With a discussion of the weaknesses of such a culture type?
2. What challenges do you think the Ritz-Carlton Hotel faced inchanging the organizational culture? With a discussion of what theRitz-Carlton should do to maintain the new organizationalculture?
3. What characteristics of a potential employee do you think willbe the happiest and most successful in this culture? In youropinion, how can new employees \"learn\" this culture?
4. What can other organizations learn from the Ritz-Carlton aboutthe importance of organizational culture?