Date post: | 15-Jan-2017 |
Category: |
Education |
Upload: | eshita-porwal |
View: | 467 times |
Download: | 17 times |
THE BIG PICTURE
What is THE RITZ – CARLTON ?
ORIGIN OF THE BRAND : HERITAGE Dates back to 20th century, the original Ritz-Carlton revolutionized the way U.S. travelers experienced luxury and customer service of a hotel .
Cesar Ritz began and opened the first chain of luxurious hotels in Europe.
Later a team of four person created the Ritz –Carlton concept ,as it is known today
KEY FEATURES
A FIVE STAR LUXURY HOTEL
COMMENDABLE CUSTOMER SERVICE
THEIR MOTTO
OVER 70 AND ABOVE HOTELS IN 24 COUNTRIES WITH 38,000 EMPLOYEES
A QUANTUM JUMP TO
NEW YORK NEW JERSEY TOKYO
AND MANY MORE COUNTRIES AND TERRITORIES.......
HOW DO THEY MANAGE THEIR CUSTOMER EXPECTATIONS ??
By following their :
CREDOCreate memories for lifetime
Reliability and Assurance
Offers and Rewards
Care and relaxed ambience
Soothing and Refined luxury
Effort and Consistency
MOTTO “ We are Ladies and Gentlemen serving Ladies and Gentlemen’’
THREE STEPS OF SERVICE
1. Warm and sincere greeting using guest’s name
2. Anticipate and fulfill each guest’s needs.
3. Warm goodbye again using guest’s name
How does The Ritz-Carlton match up to competitive hotels ? What are the key differences ?
CASE STUDY
Ritz Carlton has beaten all the odds to stand out of the ranks. The hotel provided the guests by providing high class personalized customer care and luxury.
The hotel exceeds all its competitors in the industry by far.
The Ritz Carlton satisfies the expectations of the guests by far compared to other competitive hotels.
To achieve this success the Ritz has applied some necessary steps of marketing. The Ritz has a policy of ensuring that the hotel takes its 12 service values .
Discuss the importance of “wow stories” in customer service for a luxury hotel like The Ritz- Carlton ?
They provide inspiration
They recognize and demonstrate appreciation for greatness
They communicate your Behavioral Vision in a clear and compelling way
They increase the likelihood such greatness will be repeated
They keep employees connected to a sense of meaning and purpose
The Company has earned two Malcolm Baldridge Quality Awards – only company to win the award twice .
KEY FEATURES
HERITAGE OF BRAND
MANAGING CUSTOMER EXPECTATIONS - THE CREDO THE MOTTO THREE STEPS OF SERVICE 12 SERVICE VALUES
CASE STUDY