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Recommended: History of ritz carlton hotels

RITZ-CARLTON HOTEL COMPANY

I. SINOPSIS

Hotel Ritz Carlton merupakan salah satu dari deretan hotel-hotel ternama di dunia dimana sampai saat ini menyajikan pelayanan penginapan yang menitik beratkan pada pemenuhan pelayanan kepada pelanggan. Hal ini dibuktikan dengan peraihan penghargaan sebagai “Best hotel in Asia-Pasific” pada tahun 1998. Sejarah hotel ini dimulai pada tahun 1898, dimana sang pendiri hotel tersebut, Cesar Ritz mulai merintis bisnis nya dengan berbekal pengalaman di bidang yang sama. Dengan mengandalkan moto excellent personalized service untuk melayani pelanggan, hotel ini mengembangkan sayap usahanya dengan membangun resort ke berbagai negara.

Ritz carlton juga turut mengembangkan bisnisnya ke pembangunan apartemen, dimana salah satu manajemennnya dikelola oleh Millenium Partner yang sebelumnya berpengalaman di bidang real estate. Kunci sukse keberhasilan Ritz carlton di industri perhotelan global adalah penekanan pada presentase tingkat sewa hunian rata-rata atau Average daily rate (ADR) dan pemasukan pendapatan dari tingkat hunian tersebut atau revenue per available room (RevPAR).

Pihak manajemen Ritz Carlton juga sering mengadakan pertemuan untuk membahas perkembangan bisnis terutama yang menyangkut pendapatan keuntungan dan tingkat pengembalian investasi atau ROI. Hal ini dibuat dikarenakan pada akhir tahun 1980 banyak investor properti yang mengadakan kerjasama dengan Ritz Carlton malahan menjadi bangkrut. Di tahun 1990, pada saat Patrick Mene menjabat sebagai chief quality officer, tantangan terberat yang dihadapi olehnya adalah dalam hal pengelolaan sumber daya manusia yang dapat menciptakan nilai bagi perusahaan. Menurut Patrick Mene, untuk menciptakan sumber daya manusia yang handal diperlukanya pengembangan proses dan sistem yang ada. Selain itu penerapan konsep Total Quality Management (TQM) didalam struktur organisasi dan program pemenuhan kebutuhan spesifik pelanggan terus dikembangkan.

Sumber daya manusia merupakan hal penting untuk organisasi di manajemen Ritz Carlton. Dengan sumber daya manusia yang handal , niscaya akan didapatkan suatu bisnis yang sukses. Tentu saja untuk merealisasikan hal tersebut, Ritz carlton tidak hanya melihat status karyawan sebagai tenaga kerja saja, tetapi juga harus melihat dari sisi sumbangsih pikiran, empati dan perasaan yang diberikan oleh karyawan kepada perusahaan. Dikarenakan Ritz Carlton sangat memikirkan kesejahteraan karyawan, tidak heran turnover karyawan hanya sekitar 20 % dimana presentase ini jauh dibandingkan dengan rata-rata turnover hotel baru di perusahan lain.

Menurut Inghilleri, vice president of Human Resource, Ritz Carlton Sangat menghargai karyawan yang bekerja sehingga dapat meningkatkan dedikasi dan komitmen kepada perusahaan. “Day 21” merupakan pelatihan pada saat karyawn baru masuk, dimana pelatihan ini meneliti sejauh mana seorang karyawan dapat memberikan komitmen yang tinggi kepada perusahaan.

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