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Published by:
IBS Center for Management Research (2014)
Revision date:
17 pages
Data source:
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Ritz-Carlton Hotels, a wholly-owned subsidiary of Marriott International, Inc, were known for the luxury and the world-class service they offered to their guests. Ritz-Carlton was the only service company to have earned the prestigious Malcolm Baldrige National Quality Award twice - in 1992 and in 1999. The company cultivated its reputation by training its employees to provide high quality service that conformed to precise specifications and standards. It provided more than 200 hours of initial and on-the-job training to its employees in the first year and 100 hours of training in the following years. The company was also known for its employee empowerment and treatment which enabled it to have the lowest rate of attrition in the industry. This case study looks at what makes The Ritz-Carlton one of the top ranked companies for training and development, and how training and development help maintain the unique culture and mystique of Ritz-Carlton as an exceptional service organisation. This case is meant for MBA students as part of a training and development/ organisation behavior/ customer relationship management/ service marketing course.

Teaching and learning

This item is suitable for postgraduate courses.


Training and development; Organisational culture; Customer service culture; Service excellence; Quality management; Learning strategy; On-the-job training; On-going training; Evaluating training; Employee empowerment; Organisation behaviour; Organisational development; Recruitment and selection; Orientation; Customer relationship management


The events covered by this item took place in 2000-2014.

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Featured company

Company name:
Ritz-Carlton Hotel Company LLC

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