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