Welcome to The Ritz-Carlton, Seoul

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Welcome to The Ritz-Carlton, Seoul
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History of the Ritz-Carlton Company (1)

• 1850 Cesar Ritz(???) ????? ??
• 1898 ??? The Ritz ?? ??. ?? ??? The Carlton
  Hotel? ???? The Ritz-Carlton Management Company??
  (???? 7? Mr. Ritz ?? ?? ???, ??? ??? ?? ?)
• 1910 ?? Ritz-Carlton Hotel?? Cesar Ritz? ?? ??
  ??? ???.(??? ???, ???, ??, ??, ??? ?? ???? ??? ?
  ?)
• 1927 The Ritz-Carlton, Boston??

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History of the Ritz-Carlton Company (2)

• 1983 William B. Johnson Properties?? The
  Ritz-Carlton Boston? ??? Ritz-Carlton? ?? ????
  ???. The Ritz-Carlton Hotel Company ???.(?? ??
  ???? ????, ?? Mr. Horst Schulz)
• 1992 /1999 Malcolm Baldrige?-?? ??? ?? (?? ??
  ???) ??
• 1995 Marriott International? The Ritz-Carlton
  Company? ??? ?? ( 1995 - 50, 1998 - 100)
• 2001. 2? ?? ? ?? 38? ??
• 2001 ? ???? Mr. Simon Cooper ??

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The Ritz Carlton, Seoul Awards and Honors

• 2001 The Best Business Hotel in Korea by
  The Korea Times Readers Poll
• 2000 Received the highest score on the
  Quality Index conducted by Korea
  Standard Association
• 2000 The Best Hotel in Korea in "Korean
  Service Grand Prix", Korea Standard
  Association
• 2000 "Best Business Hotel in South Korea",
  Reader's of Business Asia Viewers of
  Bloomberg TV

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???? ??? ????-Pyramid-

• ???? ????? ??????
• ????? ?? ??
• ???? ?? ??? ??
• ??? ??? ?? ??? ????.

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Business Management Model-Pyramid
?? ??? ???? ????? ?? ? ????? ???? ???? ?? ?.
????? ?? ? ?? ??? ?? ? ?? ?? ??
7 YEAR VISION
2 YEAR MISSION
???? ?? 1.??? ???? ??? ?? 2.??? ??? ?? 3.???
???? 4.?? ? ??? ?? 5.?? ??? ??
OBJECTIVES
TACTICS
STRATEGY
?? ?? ??? ?????? ?? ?? ??? ?? ??.
METHOD
??? ?? ?? ??? ?? ??
FOUNDATION
??? ?? ??(TQM)-????? ?? Malcolm Baldrige National
Quality Award Criteria The Green Book-2nd Edition
??? ??-Gold Standards ???????3????????? ?? ??
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Foundation

• Values Philosophy
• (Gold Standards)
• 1. Credo
• 2. Motto
• 3. 3 Steps of Service
• 4. Employee Promise
• 5. 20 Basics

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Product Dominance - Guest Satisfaction -

• Key Objectives Improve customer loyalty and
  reduce defects

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Definitions of Total Quality Management

• PRODUCT FEATURES MEET AND EXCEED CUSTOMER NEEDS
• Entice people to buy
• Higher quality
• higher price
• Make the Hotel more salable
• Increase revenue

• FREEDOM FROM DEFICIENCIES, DEFECTS PROBLEMS.
• Decrease cycle time
• Increase efficiency
• Increase productivity
• Save money

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BASIC 8

• Each employee will continuously identify defects
  (MRBIV) throughout the Hotel.
• Who is MR. BIV?
• M Mistakes
• R Rework
• B Breakdown
• I Inefficiencies
• V Variation

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Key Measurements/Processes

• DATA
• Daily SQI Report
• GIA
• Comment Cards
• Internet feedback
• SCORE
• Monthly Report from JD Power

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SQI Service Quality Indicators

• Measuring defects in following areas of The Hotel
• Guest Recognition
• Unresolved Difficulties
• Housekeeping
• Reservation/Communication
• Front Desk
• Public Area
• Catering/Banquet
• Food Beverage
• Security
• Accounting

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Strategy

• Customer and Market Focus Strategy with Action
  Plans
• (??? ??? ??? ? ??? ?? ??)
• 100 Customer Retention
• Maximum Customer Spending
• Increase in the Customer Base
• Greater Efficiency - Eliminating
  MR.BIV

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Marketing Plan

• The Six Ps Concept
• 1. Problem
• - Lack of personalized home like experience
• - Traffic congestion
• 2. Product Definition
• - The hotels small size and boutique feel
• - Unique feature
• - The finest choice of authentic, varied
  cuisine and entertainment
• - Exclusive Club features highest level of
  
  
  personal attention and service with fB
  product

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• 3. Promises
• - The finest in personal attention and
  service, meeting guest individual needs and
  preferences ( Guest Recognition Program )
• - The best arrival experience
• - The easiest hotel to conduct business and
  the most comfortable place to stay and entertain
• - A variety of top quality dining and
  entertaining options
• 4. Personal Advantage Feel the highest level
  of personalized service for individual needs.

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• 5. Positioning
• - Mission Statement The Ritz Carlton, Seoul
  will be the top choice of international business
  travelers in Korea and of local dining patrons.
  We will distinguish ourselves by delivering the
  highest level of defect free, personalized
  service. Our reputation of excellence will be
  achieved through a warm and refined ambiance,
  while our service exceeds the specific,
  individual needs of our guests.
• 6. Price/Value
• - Competitively priced
• - Achieve a premium over competitors
• - Deliver high perceived value

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Product Dominance
JD Power Survey Results (??? ?? ?? )

• Goal 97 Satisfaction (?? 97 ??? ?? )
• Current RCHC 92
  (?? ???? ?? 92 ??)
• RC, Seoul ? (2001)

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(No Transcript)
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Profit Dominance - Owner Satisfaction -(?? ?? -
??? ?? - )

• Key Objectives Increase Revenue/Sales and
  Increase Hotel Profitability
  (?? ?? ?? ??? ??? ???? ?????)

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Profit
Dominance Revenue (??)

• YTD (2000) KRW60,484,169,000
• Budget in 2000 KRW60,714,600,000 - ?? ?? 2.3 ??
  
• YTD (1999) KRW53,811,036,000 - ?? ?? 12.4 ??
  
• Budget in 2001 KRW66,600,000,000 - 2000? ??
  9.2 ?? ??

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Profit
Dominance Profitability (???)

• Hotel Profitability 41 (Year 2000) (2000??
  ?? 41 )
• Next Year goal 42.5 (?? ?? 42.5)
• Company goal45
  (???? ?? ?? 45)

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Employee Satisfaction - Improve Pride and Joy

(?? ?? - ???? ???? ??)

• ESS Results (??? ?? ??)
• Satis.(??) Middle (??)
  Dissatisf. (???)
• Mar. 2000 (3?) 35 48
  17
• 2001 goal (2001 ??)
  10
• 2002 goal (2002 ??)
  5
• Turnover for year 2000 approx.19 (2000?? ???
  ? 19)
• Employee Accidents (???? ???? ?? )

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Thank you