The Ritz-Carlton is unique, it is revolutionary in approach, and it is innovative in nature. In fact, every aspect of the Ritz-Carlton business is structured around improving the service it provides its customers, and every decision is made not on the basis of economic cost, but operational quality. Through our examination of the organization in depth, we have concluded that there are three specific organizational aspects that make the Ritz-Carlton unique; three ideas and actions, indigenous to the Ritz-Carlton, that have allowed it to become what it is today. They are employee empowerment, organizational leadership, and customer customization. In 1983 when the Ritz Carlton started the strong new program of excellent driven leadership it led to the ultimate recognition as recipient of the prestigious Malcolm Baldrige National Quality Award, one of the most prominent awards offered to corporations of high stature an award that was accomplished more than once and never before had a recipient in the hospitality industry. Their motto "We are Ladies and Gentlemen Serving Ladies and Gentlemen." Says it all, as from all areas of the corporation from Housekeeping to The Board of Directors, the motto is stringently followed. The organization believes strongly in promoting from within and providing an employment opportunity for leadership where one can be recognized for their efforts and feel a sense of pride and joy in the job that one performs. Every employee of the Ritz Carlton carries a copy of the company's business plan in their pocket at all times while employed. Individuals from every aspect of employment are given formal leadership to influence other organizational members to achieve its organizational goals. The Ritz Carlton emphasizes the promotion of individual ideas and ways to do things better. It in essence is a team looking for optimal performance by respect encouragement and tradition.
