Joanne Cerulo TQM Midterm RITZ CARLTON Since opening in Boston in 1922, the Ritz Carlton has catered to the needs of prestigious travelers. The Ritz Carlton Hotel Company is a management firm that develops and operates luxury hotels worldwide. It was formed in 1983 when Atlanta-based W B Johnson Properties purchased exclusive USA rights to the Ritz Carlton trademark along with the Boston Ritz Carlton hotel. Today, under the leadership of William B. Johnson (CEO) and Horst …showed first 75 words of 1194 total…

…showed last 75 words of 1194 total…to act at first notice to provide instant gratification. Additionally, ANY EMPLOYEE CAN SPEND UP TO $2,000 IMMEDIATELY TO CORRECT A PROBLEM OR HANDLE A COMPLAINT. Such intensive training has actually HELPED the hotel decrease its employee turnover rate from an industry average of 75%-100% to about 25%. The training has had good results with guests as well. In an independent survey, 99% of guests said they were satisfied with their experience, and more than 80% were extremely satisfied.