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 service quality for which it has been referenced as a landmark model in customer relationship management. Service delivery could definitely be judged from direct customer experience.
Service quality is consumers’ judgment of the excellence and superiority of the service en-counter (Zeithaml and Bitner 2003). In the hotel industry, perceptions of service quality are formed when guests experience feelings and attitudes during their hotel stay. In other words, guests will have certain perceptions of the hotel service quality depending on the services offered to them or the experiences they have undergone (Abbasi et al. 2010; Shahin and Dabestani 2010). Evaluating cus-tomers’ perception and satisfaction regarding service quality is widely acknowledged as being an effective strategy to boost profit-ability in the hospitality industry.
Innovations are commonly defined as the introduction of new products or new methods of undertaking the routine functions within an organization. They provide a way through which organizations are able to maintain efficiency and competitiveness within an industry. Within the hospitality industry, the level of innovation remains a key aspect that can ensure sustainability of the business ventures that an establishment engages in. innovation therefore becomes immensely important within the industry as a way of enhancing competitiveness of hotels. This report explores the innovation practices within the Hong Kong Disneyland hotel to determine the level of innovation as well as identify the potential innovations that can further improve the hotel
In fact, in 2015 it was the second hotel chain in the Worldwide ranking of the hotel groups(Hotel-online, 2015) with 4278 hotels and more than 708000 rooms all over the world. The Hilton Worldwide has hotels in more than 86 countries. In about 100 years since founding Hilton has established 13 world-class brands, that are famous in the world, the most recognizable of them is Hilton. For example according to the data on the official web cite (Hilton Worldwide, 2016) we can see the hotels and locations of Hilton hotels. On this map we see all the Hilton Worldwide brand hotels, and it is eye-catching that most of the hotels are concentrated in the American continent: in the USA in particularly, also the greatest stock of the hotels is in Europe.
CRM (Customer Relationship Management) The key to success is finding a way to exceed client’s expectations. So, the hotel must keep tracking their client’s behaviour to maintain the relationship. Previously, The hotel use manual way to collect customer information such as personal information, their previous booking, when and how long their stayed at the hotel, etc. In order to improve the hotel grow revenue make a success of the business in long term, the hotel need CRM strategy. The objective of CRM or Customer Relationship Management is about analysing customer data and then satisfying them.
A customer-led approach means that the organisation will provide products and services from the way they think a customer would want the product and service. A value-led approach means that the customer themselves give their opinions on whether or not the products and services they receive are quality as they expect value for money. Both approaches, if used, will result in providing quality services to the hotel. Both approaches also put emphasis on the process, i.e. the procedures of the tasks.
Introduction Every hotel has a certain set of standards that help the hotel reach their full potential. These standards help the establishment to meet or even exceed the guest needs and the organization’s objectives and goals. There are also different factors, tangible and intangible elements that will also influence on the guest’s interaction with the staff as well as the guests’ expectations. This report will be discussing about similarities and differences of the philosophy, target market, the Room Division products being offered at the Raffles Hotel and the Four Seasons Hotel. Body The Raffles Hotels and Resorts’ philosophy is to deliver emotional luxury and thoughtful, welcoming and graceful service.
At this point, we will develop the positioning the hotel will put in practice in order to reach out this segment of potential consumers in order to obtain profits. One of the most common ways to elaborate the strategies the Holyrood Inn will use are thought the called “marketing mix” coined by Neil
Company leaders first need to establish their brand attributes and determine the implications for interaction with customers across all touch points. Companies also need to determine how different customer tiers – from steadfast and highly profitable segments to occasional shoppers – are to be treated. That means training employees thoroughly, steering customers to the appropriate channel, and satisfying customers so well that they become advocates. Establishing a sound CRM foundation is essential for any industry intending to implement a loyalty program – since success depends on achieving a complete view of the customer. This is true for business-to-consumer industries, such as travel, hospitality, and wireless services – as well as for business-tobusiness industries, such as construction and energy, where loyalty programs are becoming increasingly relevant to enhance customer relationships.
Develop a vision, philosophy and goal. To get a clear picture of your position in the competitive industry evaluate the following questions.. Why should customers choose you than others? What are the best features you can provide? Where will you stand in future in tourism market? Maintain clear strategy to reach goals and monitor them.