PowerPoint Presentation

The Ritz Carlton- The Royal Experience

Elegance

RefinementNoble-Bearing

The Ritz Carlton- A HistoryEstablished by Albert Keller, who bought and franchised the name.Only The Ritz-Carlton, Boston operated by 1940.Boston landmark served as benchmark for future endeavors.

Ritz- Carlton LLC formed in 1983.Led by President and founding father, Colgate Holmes, alongside Horst Schulze, Joe Freni, Ed Staros and Herve Humler.Expansion begins across the United States.

Core Brand Values of Ritz CarltonWe Put People FirstWe Pursue ExcellenceWe Embrace ChangeWe Act with IntegrityWe Serve Our World

What makes Ritz Carlton Unique?Meeting the unexpressed needs of the guests.Keeping their teams antenna up Pushing themselves to wow the consumer in every way possible.

But how does Ritz Carlton do based on the Distinctive Characteristics of Services?

Lets have a look

Intangibility

Inseparability

Variability

Perishability

The 3-Steps of ServiceA warm and sincere greeting.Use the guest's name. Anticipation and fulfillment of each guest's needs.Fond farewell. Give a warm good-bye and use the guest's name.

12 Service ValuesA laminated card carried by every manager lists all the Service Values.These are guidelines every employee at Ritz- Carlton must adhere to.

Some more strategies!Ritz Carlton strives to maintain its high standards, thanks to its phenomenal customer service.Steps- $2000 allowance to each employeeAppealing to emotions of the customers15-minute line up.Wow stories

Wow Stories! True stories which recognize an individual employee for his or her outstanding customer service.Highlight one of the 12 service values.E.g.- Wooden walkway to the beach story.

But why are Wow Stories important!?

Awards and RecognitionsRitz Carlton has expanded to over 70 locations and won almost every major awards that the award shows can bestow.A few of the lot-Malcolm Baldrige Quality Award- TwiceForbes Travel Guide 2015 Star AwardsBest Hotel Brand for Customer Service

Customer FeedbackGallup phone interviewsFunctional and emotional questionsDay to day experiencesOnline feedback

Future prospects and challengesExpansionOperating in an eco-friendly manner.Being responsible towards the society as much as to its customers.Maintaining high quality and standards

A summary- Ritz Carlton in a nutshell!

DisclaimerCreated by Amrit Dash, BITS Hyderabad, during a marketing internship by Prof. Sameer Mathur, IIM Lucknow.