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Ritz Carlton Case Discussion

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Ritz Carlton Case Discussion for MBA
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Supply Chain ManagementIII Operation performance
IV Operations strategy
Focus on personalized service to customers
Strive to improve operational efficiency
Have procedures to ensure the highest quality standards
Provide consistent quality at all properties (worldwide)
Achieve high levels of service through:
Building systems to measure service performance
Responding to problems quickly
p. *
Ritz-Carlton
Continuous effort to develop novel approaches for improvement
Hire people with an aptitude for service
Strong emphasis on training across all departments
Empowering employees to solve customer problems
Reward structure that recognizes employee performance
p. *
Ritz-Carlton
Performance
Only hotel company to win this prestigious award
Award criteria
p. *
P-chart
p = .0037
525.35
553
276.5
359.45
442.4
470.05
470.05
Sum of Count
Sum of Count
res incorrec
res incorrec
Guest made reservations for tea. Upon arrival here found that tea reservations were for the downtown hotel
Letter
GIAF
rm clean
rm clean
Guest moved to second room. It was not clean. Moved second time.
GIAF
GIAF
GIAF
Comment Card
res incorrec
res incorrec
Guest reserved and confirmed several times for baby shower in Lobby Lounge. When guests arrived they were
GIAF
rm assign
rm assign
Guest checked into room showing clean and vacant, but was really still dirty
GIAF
ph not answr
ph not answr
Guest called hotel from Phipps to have cab sent to pick her up. Call was transferred to VP. No answer
GIAF
GIAF
ph not answr
ph not answr
Operators put call on park for long time while they paged MOD. Call then went to voice mail recording
GIAF
rm assign
rm assign
Guest made reservation for club level 12 months ago. Did not feel 17th floor with club access only by elev
GIAF
wake-up call
wake-up call
Guest received wake-up call at 9 p.m. which he did not order
GIAF
Comment Card
rm assign
rm assign
Guest put on 17th floor after requesting 18th several months ago.
GIAF
rm clean
rm clean
Guest sensitive to cigarette smoke asked for room to be deodorized. Room was sprayed with aerosol to which
GIAF
GIAF
res incorrec
res incorrec
Guest not given type of room requested. Suite not as described by Res. Agt.
GIAF
rm clean
rm clean
Dirty glasses, dirty wash cloth in room and items missing from locked bar
Comment Card
Beverly Williams
GIAF
Comment Card
Judy Granam
ph not answr
ph not answr
50 rings before PBX answered when guest tried to place long distance call.
Comment Card
Judy Granam
GIAF
Comment Card
Comment Card
M. Bourchardy
Comment Card
rm clean
rm clean
Guest was checked in to room that had not been cleaned.
Comment Card
rm delay
rm delay
Guest upset that sold-out previous night made his club level room late in being readied.
GIAF
rm assign
rm assign
Was put into adjoining room. Needed separate room because of security
Comment Card
Betsy Hayes
Glasses and cups were not removed when room was cleaned
Comment Card
Betsy Hayes
ph not answr
ph not answr
In trying to arrange for wake-up call, guest let phone ring for 10 minutes with no answer.
Letter
Comment Card
Donna Falgiatore
Comment Card
Lynne Geiger
GIAF
wake-up call
wake-up call
Guest arranged with FO for wake-up call. Did not get one.
Letter
wrong bed type
Guest called reservations three times requesting king room. Was told it was impossible
GIAF
1033
Rooms
Reservations
17852
1/20/97
1/15/97
Wed
1
check-in
check-in
Guest had reservation confirmation number lacking one digit. Was not given room due to oversold situation.
GIAF
res incorrec
res incorrec
Change done in MARSHA did not drop into ENCORE. Guest reservations did not appear.
GIAF
res incorrec
res incorrec
Authorization for reservations received for sold-out days. Had to change in system.
Alix Martinez
Comment Card
GIAF
GIAF
GIAF
GIAF
rm clean
rm clean
Maid service did not take used glasses and replace with clean ones.
Comment Card
Comment Card
rm clean
rm clean
Gift basket in room upon check-in belonged to someone else and steak house bag with leftovers in it had not
Comment Card
ph not answr
ph not answr
Guest had to make dinner reservations through F&B assistant because there was no answer to Restaurant Reser
GIAF
res incorrec
res incorrec
Guest attending Mart was not told she could get a negotiated rate through Destinations
GIAF
Requested lower floor room (he's a fireman). Did not get.
Comment Card
Cynthia Combs
Comment Card
rm clean
rm clean
Stewarding needs to pay more attention to cleaning the Pastry Shop equipment, china
Food Sanitation
Other Hotel
F&B
Stewarding
18136
1/24/97
1/23/97
1150
Thu
1
check-in
check-in
3 guests made their reservations in 1996 at $139. Upon check-in found that $165 rate was being applied.
Karen Cizmadia
IDR HOTLINE
rm clean
rm clean
Room not cleaned well...trash not emptied. Iron & ironing board not put away
Comment Card
Scott Lamphere
rm delay
rm delay
Guest was to be transferred to another room upon return from appointments. Upon arrival, no one knew about
Letter
DeBerry/Grant
2020
Rooms
Post-Con
rm delay
rm delay
Guest scheduled to check-in at 3 p.m. had to wait 1 1/2 hours for room.
Comment Card
Angelia Seagroves
Exercise equipment poorly maintained, no place to put used towels.
Comment Card
Allison
Comment Card
Patrice Costa
Comment Card
Comment Card
Josephine Ayers
GIAF
1509
Rooms
Communication
18576
2/11/97
2/3/97
Mon
1
check-in
check-in
With only three people checking in, the guest waited 15 minutes for c/i
Comment Card
Vaughn Burrell
FO Folio
Linda Williams
GIAF
GIAF
GIAF
Post-Con
Comment Card
Tracy McCormack
GIAF
rm clean
rm clean
No new bar of soap in shower of one group guest
Post-Con
BellSouth
Rooms
Housekeeping
19264
3/6/97
2/7/97
Fri
1
Comment Card
Scott Kelly
rm delay
rm delay
Guest had to wait several hours to check into her rooms.
GIAF
GIAF
Comment Card
Scott Kelly
GIAF
Cavander
623
Rooms
Communication
19304
3/6/97
2/9/97
Sun
1
Comment Card
William Mirabella
rm clean
rm clean
Clock and lamps were not plugged in. Had to move bed to plug them in.
FO Folio
Scott Wu
Guest was checked in and room not ready...after 9 p.m.
FO
res incorrec
res incorrec
One guest's name was reversed in system so FO could not find it.
Post-Con
wake-up call
wake-up call
Guest was awakened at 5 a.m. with wake up call he had not requested.
GIAF
GIAF
GIAF
Comment Card
M. Gillian
ph not answr
ph not answr
Phone not answered in IRD. 5 calls and 20+ rings each time.
Comment Card
Laurie Black
ph not answr
ph not answr
When phone was not answered in IRD, guest called PBX. Phone rang 20 times with no answer.
Comment Card
Laurie Black
Comment Card
Julia Hustad
Comment Card
rm assign
rm assign
Guest expected to be upgraded with AMEX Platinum. Was limited to just getting room on higher floor.
GIAF
J.D.Powers
Letter
rm assign
rm assign
Guest Wilson in 709 .. computer shows guest checked out. New guest was checked into room. Mr. Wilson stil
Cassandra Hardnett
IDR HOTLINE
rm clean
rm clean
Pillows on bed had what appeared to be dried blood on them.
Letter
res incorrec
res incorrec
Guest reserved 2 BR suite w/adjoining room. Was coded wrong in Reservations.
GIAF
rm clean
rm clean
Room not clean - rings on tables, finger prints on windows, sink dirty
J.D.Power
GIAF
res incorrec
res incorrec
5-6 names misspelled on reservations. FO thought they did not have reservations.
Post-Con
GIAF
Two urgent phone messages missed because light did not work
Comment Card
Dave Daetz
rm assign
rm assign
Changed guest to room 1230 because key did not work in original room. Room 1230 was occupied.
Engineer Log
Teresa Moseley
wake-up call
wake-up call
Guest did not receive wake-up call. On call sheet it indicated that the call had been made.
GIAF
Loose hair on table not washed off for 2 days
Comment Card
Comment Card
Maryam Head
Comment Card
David Ingbar
GIAF
rm delay
rm delay
Reserved early check-in. Upon arrival at 1 p.m., room was not ready
Comment Card
Comment Card
Sanjay Singh
GIAF
GIAF
GIAF
ph not answr
ph not answr
Phone in Reservations rang 25 times. Guest wanted to confirm his reservations.
GIAF
GIAF
JD POWER
19419
3/10/97
3/6/97
1200
Thu
1
check-out
check-out
Guest annoyed that extra charge would be made for late check-out (spur-of-the-moment check-out)
GIAF
JD POWER
rm clean
rm clean
Room not clean - phone coated with sticky white dust; glass table tops no clean
Comment Card
Jeanne Murphy
GIAF
rm assign
rm assign
Room was not what guest requested on reservation. Wanted a suite.
GIAF
rm clean
rm clean
When guest complained that room had not been cleaned by 10 p.m., Hskp said there was a privacy sign on door
Comment Card
Sy Bloom
Comment Card
John Nadeau
Comment Card
Post-Con
ph not answr
ph not answr
Corporate offices called to inform about RCB guest package and Concierge phone range many times with no ans
Babs
res incorrec
res incorrec
Guest booked 5 rooms, believing them to be on the Club level. They were not.
GIAF
rm clean
rm clean
Guest says linen was not changed in room, room dusty and toothpaste on sink in bathroom.
GIAF
Dava Range
IDR HOTLINE
ph not answr
ph not answr
Guest put on hold by FO for such a long time that the bellman offered to finish the call for them.
Letter
GIAF
res incorrec
res incorrec
Hotel reported no res. Further long-distance calls confirmed that guest did indeed have reservations.
Letter
GIAF
rm clean
rm clean
Room not cleaned until after calls and after 6:30 on two occasions
Letter
rm clean
rm clean
Room and bath dirty. Toilet, hair in bath tub, spread dirty.
Comment Card
S. Bassett
Message light did not work. Guest missed vary important message
GIAF
1622
Rooms
Communication
19731
3/26/97
3/21/97
Fri
1
check-out
check-out
Guest took part of his luggage to car. When he returned for remainder, he was checked out of room and his
GIAF
ph not answr
ph not answr
3 guest complaints that they could not get PBX to answer
Terry Muller
IDR HOTLINE
Concierge called PBX, phone rang 30 times with no answer
Terry Muller
IDR HOTLINE
GIAF
GIAF
GIAF
Comment Card
William Vitales
res incorrec
res incorrec
Confirmed reservation in Dining Room for table 12...had asked for table 15. Not on DR reservations.
Comment Card
GIAF
Guest's message light was on, but had no messages waiting.
GIAF
res incorrec
res incorrec
Could not find reservations for guest who had confirmation number. Name spelled incorrectly
Comment Card
rm clean
rm clean
Bar had half bottle of V*; bath had used towel; letter from hotel to previous guest.
Comment Card
Joyce Anderson
res incorrec
res incorrec
Platinum Amex upgrade should be automatic. Guest should not have to ask for it.
Comment Card
Bradley Ross
rm assign
rm assign
AmEx Platinum upgrade booked (suite) but given away prior to guest's arrival
GIAF
GIAF
GIAF
Kisinger
935
Rooms
Housekeeping
19821
3/31/97
3/28/97
100
Fri
1
rm assign
rm assign
Guest upset that room was on 17, not 18 or 19
GIAF
Comment Card
Al Kisinger
Comment Card
JD POWER
res incorrec
res incorrec
A reservation made for 29th said 15 people. Turned out there were 9 children, not noted on resv. Not enou
Jennifer
JD POWER
GIAF
GIAF
res incorrec
res incorrec
Guest was listed as concelled. When visitors came to meet her,
GIAF
GIAF
GIAF
GIAF
1201
Rooms
Housekeeping
19938
4/9/97
4/8/97
Tue
1
check-out
check-out
FO agent/supervisor who checked the Ross Duncan group out so Mr.
Alyson Bieber
res incorrec
res incorrec
One guest, who was reserved with the group, did not have room re
Post-Con
Guest dialed "0", phone rang ten times with no answer
IDR HOTLINE
Guest reserved a double. Was not available upon check in
GIAF
rm assign
rm assign
Guest upset that she was checked in to handicapp room and was no
GIAF
rm clean
rm clean
Soda bottle and board under mattress from previous guest left in
GIAF
GIAF
GIAF
rm clean
rm clean
Dirty fingerprints left "all over the place" by engineer who rep
GIAF
JD POWER
ph not answr
ph not answr
Grand Hyatt reports that RCB phones are not being answered. Ran
Other Hotel
Several guests have reported that PBX is not answering phones
Emanuelle
Guest has tried to get PBX all morning. No answer.
Emanuelle
res incorrec
res incorrec
Room kept for 3 nights for guest who stayed only one night. Res
Reva
IDR
Sales
Reservations
20212
4/17/97
4/17/97
200
Thu
1
rm assign
rm assign
Guest came back to room to find someone else occupying room.
GIAF
Letter
Letter
GIAF
GIAF
GIAF
Post-Con
res incorrec
res incorrec
Party of 13 was a no-show for tea. Reservation had not been con
Jennifer
res incorrec
res incorrec
Tea reservation for 12 in Lenox room, child's birthday party, 5
Jennifer
Lobby Lounge
IDR HOTLINE
F&B
Rest. Res.
GIAF
GIAF
GIAF
GIAF
GIAF
Comment Card
Maureen Treich
rm assign
rm assign
Room was not what guest thought he had reserved. Too small.
Comment Card
Hal Edwards
Room not cleaned util 5 p.m.; garbage left in room.
Comment Card
Maureen Treich
rm assign
rm assign
Guest upset that room type needed was not available when she cha
GIAF
Guest unhappy that his clients were blocked into incorrect type
GIAF
Comment Card
Elaine Swaintek
Lewis Wood
IDR HOTLINE
Comment Card
Martin Sleath
rm clean
rm clean
Half a packaged cake under one of the beds upon check in.
Comment Card
Carol Cooke
Comment Card
Martin Sleath
Phone rang long time without being answered on several occasions
Comment Card
GIAF
Message light not working on phone. Guest missed 9 messages.
GIAF
GIAF
ph not answr
ph not answr
Three guests called to say they could get no answer when calling
Emanuelle
D. Izmieliani
rm clean
rm clean
Room not clean - stain on carpet, chair and half-used amenity tr
GIAF
msg light
msg light
Message received in hotel during evening did not activated msg l
Letter
Letter
Post-Con
Drapes falling off rod; wallpaper torn, 2 lamps not working.
Comment Card
R. Stemer
1503
Rooms
Housekeeping
21014
6/19/97
5/15/97
Thu
1
check-in
check-in
Long wait to check in because there was only one FO agent and ma
Comment Card
Steven Tholen
GIAF
No answer when trying to call in order to IRD
GIAF
ph not answr
ph not answr
It took 45 minutes and 4 phone calls before Room Service answere
Comment Card
Steven Tholen
Guest requested standard room when making res; was not available
GIAF
rm clean
rm clean
Guest checked in to room and went to Lobby Lounge for a drink.
GIAF
rm clean
rm clean
At start of shift nothing had been cleaned; RS trays, etc., stil
Richard Rowland
IDR HOTLINE
rm clean
rm clean
Room not cleaned until evening and then only after guest request
Comment Card
Gloria Smith
Comment Card
Eileen Shimomisse
Comment Card
Peter Caparso
JD Power
res incorrec
res incorrec
Guest had expressed preference to Resv. in room type. Did not g
JD Power
JD Power
Someone had "raided" honor bar before guest arrived in room.
Comment Card
Margaret Arakawa
Comment Card
Patricia Lovett
GIAF
20855
6/6/97
6/2/97
Mon
1
check-out
check-out
Arthur Jones folio closed to cash account with no credit card, n
Reva Cregger
Comment Card
R.P. Toft
Club elevator service area dirty, cluttered all morning of 3rd.
Todd Haldemann
IDR HOTLINE
rm clean
rm clean
Room shabby - curtains broken, light in bathroom did not work, r
JD Power
wrong bed type
Reserved king room. Did not get and FO was not accommodating.
JD Power
Post-Con
wake-up call
wake-up call
One guest did not receive 6 a.m. wake-up call until 7:15
Post-Con
GIAF
GIAF
rm assign
rm assign
Reservation had been for Buckhead suite; checked in to club exec
GIAF
FO Log
Chris Stepke
rm assign
rm assign
Hotel fully committed and two of three rooms guest had reserved
GIAF
rm clean
rm clean
Room not clean upon check in - two toilets not flushed, trash on
GIAF
res incorrec
res incorrec
Reservations incorrect as to billing, type of room and length of
GIAF
GIAF
rm assign
rm assign
Guest was blocked into room 2103. Not happy with it. Wanted th
GIAF
21062
6/23/97
6/19/97
645
Thu
1
check-out
check-out
Delayed at check-out by line at counter and wait for bellman - 3
GIAF
rm assign
rm assign
Guest did not get room he reserved (exec suite with stereo)
GIAF
GIAF
GIAF
GIAF
Comment Card
Jay Kozloff
Checked in and was given the wrong room (hospitality suite).
Comment Card
John Shlesinger
Comment Card
John Shlesinger
1523
Rooms
Housekeeping
21125
7/2/97
6/30/97
Mon
1
check-out
check-out
Guest checked out 5/22; was not checked out of system until 5/23
Reva
IDR
Rooms
GIAF
rm assign
rm assign
Guest had reserved a double with a rollaway six months ago. Did
GIAF
Guest did not receive the room types he had reserved.
GIAF
21309
7/21/97
7/4/97
Fri
1
check-in
check-in
Assured of early check-in, guests could not do so, again not at
Letter
Comment Card
Rick Charles
GIAF
Comment Card
Rick Charles
Reserved corner room; called to confirm corner room. Upon arriv
Comment Card
Richard Cook
Letter
Special Occasion package - room was not ready. Waited one hour.
Letter
Comment Card
Nicole House
Comment Card
Joseph Boeckel
rm assign
rm assign
Guest did not like the smell of first three rooms he was offered
GIAF
rm clean
rm clean
First room guest taken to had not been cleaned; second one had h
GIAF
Room not clean upon check in; honor bar not replenished.
GIAF
res incorrec
res incorrec
Guest booked on tour that was not happening. Wording on brochur
GIAF
rm assign
rm assign
After FO assured guest that 639 was reserved for friend, friend
Comment Card
M. Honan
Post-Con
Comment Card
James Higgins
GIAF
JD Power
Post-Con
BellSouth
Sales
Reservations
21238
7/14/97
7/11/97
Fri
1
GIAF
rm delay
rm delay
Room not ready upon check-in. Told to come back at 5:30. Room
JD Power
Comment Card
Dena Harris
Comment Card
Tony Bryant
rm delay
rm delay
Guest had to wait with elderly mother for room 1 1/2 hours to ge
JD Power
rm delay
rm delay
Resolving problem of needing room with two beds took 30 minutes,
JD Power
JD Power
GIAF
Letter
Room not clean upon check-in and for two hours thereafter.
GIAF
GIAF
Dead flowers in room; no bath amenities, no IRD menu.
GIAF
rm clean
rm clean
Room not cleaned in three days, nor had rose been replaced daily
GIAF
GIAF
FO Folio
Andrea Mainardi
Honor bar not sealed upon c/i and then not re-stocked.
Post-Con
GIAF
rm clean
rm clean
Dirty glasses, coffee cups; no toilet tissue, no prices for mini
GIAF
GIAF
rm delay
rm delay
Guest had guaranteed check-in for 11 a.m. At 5 p.m. he still wa
GIAF
GIAF
wake-up call
wake-up call
Guest called PBX to set wake-up call, then did not get one.
FO Folio
Scott Kramer
msg light
msg light
FO left message for guest that bags had arrived, but message lig
GIAF
GIAF
FO Folio
Julie Stanwick
GIAF
GIAF
res incorrec
res incorrec
One of guest's reservations was cancelled (for her son and his b
GIAF
rm clean
rm clean
Guest called twice on Saturday to have his room cleaned. Was no
GIAF
rm delay
rm delay
Reservation was for 3 p.m. arrival. Guests arrived at 4:15 and
Comment Card
Volodia Cretiol
Guest received no turn-down, now housekeeping service of any kin
GIAF
ph not answr
ph not answr
Took 4 phone calls before anyone answered in…