1. Introduction In the beginning of 1900s, the first Ritz-Carlton hotels were built in Boston, Pittsburgh, Philadelphia, Boca Raton and Atlantic City. The Ritz-Carlton Hotel Company originally started with the hotel in Boston which now serves as a basis of service standards for other Ritz-Carlton hotels across the world. The logo was created in 1965 by combining the lion and the crown. The crown is the symbol of royalty here, while the lion stands for wealth.
The objective of this paper is to introduce The Ritz Carlton Company LLC and to shed more light on the organization as a customer service model (Vis-à-vis service standards), a player in the contemporary hospitality industry and as a business to customer service model. It details the numerous activities and processes that the Ritz Carlton Hotel employs to understand its customers and create an impression desired to keep him coming back because he feels well served. We will particularly seek to uncover the reasons for uniqueness of the Ritz Carlton service offerings, the features and achievements of its brand and the meaning and significance of the Gold Standards. With this approach we intend to reveal its service concepts and structures of
The Ritz Carlton service brand emphasizes its brand statement clearly upfront which according to Cesar Ritz ‘The Customer is never wrong’. The creation of the brand concept is based on high service quality requirements or standards set by the upper management. In 1983, the top management headed by Horst Schulze and his team personally took charge of the management of quality. They desired a reliable and predictable quality of service for the brand. Subsequently in 1989, the organisation developed a roadmap to business excellence which has attained significantly higher performance levels.
The Ritz-Carlton Hotels "Happiness is a by-product of an effort to make someone else happy." Greta Palmer, Author and Editor "We see our customers as invited guests to a party, and we are the hosts. It 's our job to make the customer experience a little bit better." Jeff Bezos, Founder Amazon Introduction: The Ritz-Carlton Hotel Company has achieved so much fame in their marketplace that they have attained what is referred to as “The Ritz Mystique.” Among the grand hotels of the world, The Ritz-Carlton hotels and resorts are famous for luxury, spectacular surroundings and
Specify organisational standards of customer service So the customer segment of the Ritz-Carlton is a wealthy clientele who has very high expectations since they use to get upscale products because they are ready to pay more to have more. Therefore, the differentiation of the Ritz-Carlton is made on an efficient and effective customer service. As we know the needs are general but the wants are specific, so the companies have to make the difference so as to become the customer’s wants. For example, customers will need to book an hotel room but some customers will want to book an Ritz-Carlton hotel room. So the Ritz-Carlton is really known for their customer service.
As we see, successful organisations such as Disney, Marriott and Ritz-Carlton have developed strong reputations for their recognition of the role that their employees play in meeting customer expectations (Dennis Nickson et al 2005). Nowadays, technology grow very fast where people love connected through media social. So when customer is happy, they will share the positive thought to others and that attract more people to follow and the hotel will be recognize through their services and
There are basically numerous organizations that are familiar to me; however, the organization of my emphasis is Ritz-Carlton hotel, founded in 1983 and headquartered in Chevy Chase, Maryland, United States of America (Ritz-Carlton Hotels & Resorts, n.d.). The Ritz-Carlton is a mogul in the hotel and resort industry and its overall competitive environment is obvious as more individuals and corporate bodies are infiltrating the industry. Like any other organization in an industry, Ritz-Carlton is faced with the five forces described by Michael Porter. First, hotel and resort business is quite
One of the key differences with the Ritz-Carlton lies in its exceptional customer service practices. According to a Forbes article by reporter Carmine Gallo, customer satisfaction is measured by the American Customer Service Index and it was discovered the true concept of it is in bad shape. A survey released by the American Customer Service Index in February, showed the biggest decline in customer service in two years, due to the economy, massive layoffs and general lack attention to the very basics. However, even with this grim report "The Ritz-Carlton continues to delight its guests by focusing on educating its staff and keeping them motivated" (Gallo, 2011). In his report, Gallo interviewed the Marriott International President for Asia
Hilton is an American hotel chain founded by Conrad Hilton in the early twentieth century. Hilton remains the second largest hotel group with 4,278 establishments and 700,000 rooms in 85 countries. The Hilton Worldwide is a leader in the hospitality industry and currently has more than 130,000 employees. While most hotel establishments today use management systems, they are almost all equipped with basic functionality compared to what exists in other sectors. Today, there are new tools expected to become real levers of competitiveness of hotel establishments.