1. Write a brief summary paragraph of the case study facts and the major concepts addressed.
2. What types of groups/teams are used at the Ritz-Carlton Hotels?
3. How are roles defined in order to support teamwork at the Ritz-Carlton Hotels?
4. Evaluate the performance of teams at the Ritz-Carlton Hotels in terms of the six dimensions of a team process.
5. How does the Ritz-Carlton develop teams?
6. What can you learn about how to work more effectively in group projects in classes, based on the things that the Ritz-Carlton does to promote teamwork in their hotels?
7. Why is teamwork so important to organizations like the Ritz-Carlton? Do you agree with its focus on teams as opposed to the individual efforts and contributions of its associates? Why or why not?

The Ritz-Carlton Hotel Company was established by president and founding father Colgate Holmes along with four business partners in 1983. At that time, the only existing Ritz-Carlton hotel was located in Boston. By 1992, the company had opened 22 additional hotels in the United States. By 1998, the company was acquired by Marriott International. Today, Ritz- Carlton Hotels is based in Chevy Chase, Maryland, operates more than 90 luxury hotels in 30 countries and territories, and employs more than 40,000 people. The Credo The Ritz-Carlton is a place where the genuine care and comfort of our guests is our highest mission. We pledge to provide the finest personal service and facilities for our guests, who will always enjoy a warm, relaxed, yet refined ambiance. The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests. The Motto At the Ritz-Carlton, We are Ladies and Gentlemen serving Ladies and Gentlemen. This motto exemplifies the anticipatory service provided by all staff members. Service Values 1. I build strong relationships and create Ritz-Carlton guests for life. 2. I am always responsive to the expressed and unexpressed wishes and needs of our guests. 3. I am empowered to create unique, memorable, and personal experiences for our guests. 4. I understand my role in achieving the Key Success Factors, embracing community footprints, and creating the Ritz-Carlton mystique. 5. I continually seek opportunities to innovate and improve the Ritz-Carlton experience. 6. I own and immediately resolve guest problems. 7. I create a work environment of teamwork and lateral service so that the needs of our guests and each other are met. 8. I have the opportunity to continuously learn and grow. 9. I am involved in the planning of the work that affects me. 10. I am proud of my professional appearance, language, and behavior. 11. I protect the privacy and security of our guests, my fellow employees, and the companys confidential information and assets. 12. I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment. In order to ensure the effective implementation of its legendary service philosophy, the Ritz- Carlton emphasizes the importance of teamwork at all of its properties. In particular, teamwork is emphasized in service value #7I create a work environment of teamwork and lateral service so

that the needs of our guests and each other are met. Lateral service means that all Ritz-Carlton employees must support each other in realizing the hotels mission. Sometimes this may involve performing duties and responsibilities that are not part [Page 299]of their job, such as assisting a guest with his/her luggage, obtaining a bottle of shampoo or soap from housekeeping for a guest, or providing a recommendation for a good local restaurant or show for a guest. The company uses a variety of practices to support lateral teamwork, including the following: Managers foster a culture that supports teamwork through the effective modeling of desired behaviors and recognizing those who practice lateral teamwork; Employees provide informal training on what their coworkers need to do to provide lateral teamwork and how they need to do it; Employees complete formal training on teamwork as well as participate in team-building activities; Employees team up with each other (e.g., concierge and the hotels restaurant manager) when doing so will enhance a guests experience; Managers incorporate lateral teamwork into the professional development plans of employees so that they can see how lateral teamwork can enhance their ability to grow and advance at a personal and professional level.