Presented to, Presented by: Prof.Puja kunwar Pravesh Kaswa

Damodar Ghimire Bibek Saha Sana Lakhani Nagma Saikh

Introduction Company profile Review on the case Question answers News

Content:

HEADQUARTERS: 4445 Willard Avenue, Suite 800 

Chevy Chase, Md. 20815, United StatesPhone: (301) 547-4700Reservations: (800) 241-3333

NUMBER OF HOTELS:91 hotels worldwide in 30 countries and territories: Aruba, Austria, Bahrain, Canada, Cayman Islands, Chile, China, Egypt, Germany, India, Indonesia, Israel, Japan, Kazakhstan, Malaysia, Mexico, Oman, Portugal, Puerto Rico, Qatar, Russia, Singapore, Saudi Arabia, South Korea, Spain, Thailand, Turkey, the United Arab Emirates, U.S. Virgin Islands, and the United States.

NUMBER OF EMPLOYEES: 35,000

Introduction

HISTORY: Established in 1983 with the purchase of The Ritz-Carlton, Boston and the

rights to the name Ritz-Carlton. The company has grown from one hotel to 91 hotels worldwide with plans for further expansion in Europe, Africa, Asia, the Middle East and the Americas. The Ritz-Carlton Hotel Company is an independently operated division of Marriott International, Bethesda, Md.

BRAND EXTENSIONS: SPA DEVELOPMENT GOLF THE RITZ-CARLTON DESTINATION CLUB THE RITZ-CARLTON RESIDENCES LEADERSHIP CENTER

AWARDS The Ritz-Carlton Hotel Company L.L.C., which operates five-star resorts

and luxury hotels worldwide, has received all the major awards the hospitality industry and leading consumer organizations can bestow. The organization is the first and only hotel company twice honoured with the Malcolm Baldrige National Quality Award from the United States Department of Commerce.

GOLD STANDARDS Gold Standards are the foundation of The Ritz-Carlton Hotel

Company, L.L.C. They encompass the values and philosophy by which they operate and include:

The Credo The Ritz-Carlton Hotel is a place where the genuine care and comfort

of their guests is highest mission. They pledge to provide the finest personal service and facilities for

their guests who will always enjoy a warm, relaxed, yet refined ambience.

The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfils even the unexpressed wishes and needs of their guests.

Motto

At The Ritz-Carlton Hotel Company, L.L.C., "We are Ladies and Gentlemen serving Ladies and Gentlemen." This motto exemplifies the anticipatory service provided by all staff members.

Company Profile

Service Values: I Am Proud To Be Ritz-Carlton I build strong relationships and create Ritz-Carlton guests for

life. I am always responsive to the expressed and unexpressed

wishes and needs of our guests. I am empowered to create unique, memorable and personal

experiences for our guests. I understand my role in achieving the Key Success Factors,

embracing Community Footprints and creating The Ritz-Carlton Mystique.

I continuously seek opportunities to innovate and improve The Ritz-Carlton experience.

I own and immediately resolve guest problems. I create a work environment of teamwork and lateral service

so that the needs of our guests and each other are met. I have the opportunity to continuously learn and grow. I am involved in the planning of the work that affects me. I am proud of my professional appearance, language and

behaviour.

I protect the privacy and security of our guests, my fellow employees and the company's confidential information and assets.

I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment.

The Employee Promise At The Ritz-Carlton, employees are the most important

resource in service commitment to their guests. By applying the principles of trust, honesty, respect,

integrity and commitment, they nurture and maximize talent to the benefit of each individual and the company.

The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and The Ritz-Carlton Mystique is strengthened.

Ritz-Carlton dates back to the early 20th century revolutionized the way U.S travellers viewed and experienced customer service and luxury in a hotel . The hotel first provided guests a private bath in each guest room along with that it provided fresh flowers throughout the hotel and an entire staff dressed in formal white tie , black tie , or morning coat attire . The five star hotel provides impeccable facilities but also takes customer service extremely seriously . Its credo is , “We are ladies and gentleman serving ladies and gentleman.”The Ritz-Carlton “pledge(s) to provide the finest personal service and facilities for our guests who will always enjoy a warm , relaxed , yet refined ambience.”

A Review on the Case(Summary)

The Ritz-Carlton trains its employees by three steps and 12 service values. These three steps are –

a)Employee must use a warm and sincere greeting always using the guests name.

b)Anticipate and fulfil each guests needs. c)Give a warm good-bye again using guest’s name. Every manager of the company carries a laminated

card with the 12 service values .The hotel reinforces its mission and values to its employees on a daily basis . Each day managers gather their employees for a fifteen minute “line up” and they discuss with them regarding any problem and rest of the time they read and discuss “wow stories”.

“Wow story” is a thing where any employee tells about his best effort to give service to a customer and it also highlight one of the twelve values. The same “wow story” of the day is read to every single employee around the world . e.g....

The hotel measures the success of its customer service efforts through phone interviews , which ask both functional and emotional questions. The company also takes care off the day-to-day experiences to enhance the customer satisfaction .

Attractions and Decorations

For any company which deals with the intangible product or say service, anticipating customer needs and fulfilling them accordingly is must to withstand in competition. The Ritz Carlton, a luxury hotel, has proved to be best in customer service. Their commitment towards desired customer service is the outcome of their qualified and trained employees. It is now Ritz Carlton, only because they see them first from the customer point of view, that’s how they give respect to their customer and get too.The management of the company has given autonomy for it’s employees which has encouraged them to contribute their best towards achieving maximum customer satisfaction. Unlike other companies, briefing with the employees in the beginning of the day enabled management to find deviation and exercise control over it. Thus, the commitment of both i.e management and employees has enabled the company to match up to competitive advantages.

Q1) How does the Ritz Carlton match up to competitive hotels? What are the key differences?

Faith on it’s own values Proper training and development of the

employees.

Employee’s participation( briefing) Customer needs anticipation and

fulfillment. WOW story- as a motivator for employees.

The key differences from other companies.

In this competitive world survival of any business is a big question mark. Especially for the hotels that deals with luxury customer service like Ritz Carlton where the success depends totally on what unique and innovative way a company can adopt to deliver it’s services. WOW story in Ritz-Carlton is the key of it’s success. Every employee is given freedom to spend up to $2000 on each customer, and the employee is expected to serve their guests in their best interest. This may encourage employee to give their 100% for satisfying their guests. Everyday Wow stories are read among all the employees and also communicated to every single employees around the world. This will motivate employees to give their best again. Thus , the strategy like WOW story followed by Ritz Carlton can be the pillar for success of any company.

Q2) Discuss the importance of the “WOW story” in customer service for a luxury hotel like the Ritz Carlton

U.S News & World report recognizes Ritz-Carlton hotels and resorts in best hotel rankings.(29th Jan,2016).

The Ritz Carlton announces Paradise Valley Hotel.( 14th Jan,2016).

The Ritz-Carlton celebrates International Volunteer Day.(3rd December’2015).

News

13 Michelin stars and new addition for 2016,The Ritz-Carlton ,Tokyo .(12th Jan,2016).

“The Grow House” At The Ritz Carlton.(1st Oct,2015).

Ritz Carlton is a company which has proved to be the best in providing superior consumer service. Apart from customer service , the company is also concerned about employee well being and their motivation through their participation in it’s functioning . These things are roots for the success of the company.

Conclusion

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