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Ritz carlton case study

Date post:13-Apr-2017
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RITZ CARLTON (Headquarters) Chevy Chase, Maryland, United States

Founded by Csar Ritz

WE ARE LADIES AND GENTLEMEN SERVING LADIES AND GENTLEMEN.OUR MOTTO

The only two-time recipient of theMalcolm Baldrige National Quality Awardin the service category

VISION AND MISSION STATEMENTRITZ CARLTON GOLD STANDARDSCREDO3 STEPS OF SERVICESIXTH DIAMONDEMPLOYEE PROMISE

We pledge to provide the finest personal service and facilities for our guest who will always enjoy a warm, relaxed, yet refined ambiance

A warm and sincere greeting, using the guests nameAnticipation and fulfillment of each guests needsA fond farewell, giving a warm goodbye, and using the guests nameMystique, Emotional Engagement, FunctionalOur Ladies and Gentlemen are the most important resource in our service commitment to our guests.

MANAGEMENT TRAINEE PROGRAMProgram is of seven days

The program is known as Seven Day Countdown

The program provides its staff with intensive training, and to make them understand their Gold Standards.

Services Provided

Loyalty ProgramKnown as Ritz Carlton Reward Club

Need to create account on its website

Get Airline tickets

Known as Community Footprints

Main goal is to preserve nature and environment

Every single Ritz Carlton staff member can spend up to $2000 on a guest.

Ritz Carlton makes a shoetree for a customer

Ritz Carlton retrieves a customers sunglasses by snorkeling.

Ritz Carlton constructs a wooden pathway for a wheelchair.

Ritz Carlton goes across the country to return a customers dress.

How does the Ritz-Carlton match up to competitive hotels? What are the bring up differences?

I think the two important factors that the Ritz Carlton have taken to ensure their guest has been winning care of their internal customers and by doing that they are taking care of their external customers, this makes for very happy guests.

Secondly, is that they are empowering their stave to satisfy customers needs and make them doglike to the Ritz name. By using the credo, We are Ladies and man Serving Ladies and Gentleman. It gives the staff a sense of pride in their presentation, themselves and who they operate on for.

Discuss the importance of the wow stories in customer service for a luxury hotel like the Ritz-Carlton?

The importance of the wow stories in Ritz-Carlton is what differentiates itself from the competition. Ritz-Carlton has been practicing for years on anticipating customer needs, but something that many of us haven't done is to intentionally bear in mind to our customers wants.

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