Post on 15-Apr-2017
transcript
What is The Ritz Carlton?
GOLD STANDARDS
o The Credoo Mottoo Three Steps of Serviceo Service Values o The 6th Diamondo The Employee Promise
MOTTO“We are Ladies and Gentlemen serving Ladies and Gentlemen.”
SERVICE VALUES
THE EMPLOYEE PROMISE
Ques. 1 : How does The Ritz-Carlton match up to competitive hotels? What are the key differences?
EMPLOYEE EMPOWERMENT
ADVERTISEMENTS
SOCIAL MEDIA
Ques 2. Discuss the importance of wow stories in customer service for a luxury hotel like The Ritz-Carlton.
• The Gold Standards• Customer comes first• Employee Empowerment
and Training• Marketing Campaigns• The Wow Stories.
Prepared By Anchit Ahuja, during an internship under Prof Sameer Mathur, IIM Lucknow.