Focus Hawaii John Toner General Manager Ritz-Carlton Kapalua Part 2

Authors

• Lance Chase
• Ritz Carlton Kapalua

Files

Description

In this Focus Hawaii episode, host Lance Chase interviews John Toner, General Manager of the Ritz‑Carlton Kapalua on Maui, in a continuation of their discussion on total quality management and the prestigious Malcolm Baldrige Award. Toner explains how the award evaluates companies across industries, the rigorous application and inspection process, and how the Ritz‑Carlton’s focus on internal customer satisfaction—its employees—drives exceptional external service for guests. He shares examples of service philosophy in action, including the Ritz‑Carlton credo, the company’s three steps of service, and extraordinary acts of employee initiative. Toner also discusses the competitive landscape of luxury hotels in Hawaii, the importance of culture and employee involvement, the challenges of maintaining consistent service across 15,000 employees, and why the hotel’s service excellence is rooted in genuine care rather than luxury amenities alone.

Length of Video

00:28:58

File Size

2.5GB

Archives Call Number

22.FH

Air Date

Spring 6-19-1995

Keywords

John Toner, Ritz‑Carlton Kapalua, total quality management, Malcolm Baldrige Award, hotel management, customer service excellence, internal customer satisfaction, hospitality industry, service philosophy, credo card, employee engagement, luxury hotels Hawaii, guest experience, employee training, service culture, competitive hospitality market, room service standards, leadership in hospitality, quality assurance, Maui hotels, Ritz‑Carlton service model, employee empowerment, customer expectations, hotel operations

Disciplines

Business | Social and Behavioral Sciences

Recommended Citation

Chase, Lance and Kapalua, Ritz Carlton, "Focus Hawaii John Toner General Manager Ritz-Carlton Kapalua Part 2" (1995). Focus Hawaii. 151.
https://digitalcollections.byuh.edu/focushawaii/151