The Ritz Carlton Case Summary

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In what regards service recovery, The Ritz-Carlton never misses an opportunity to turn an unsatisfied customer into a delighted one. When it comes to empathize with guests and create experiences for them, ladies and gentlemen are required to leave aside whatever they were doing in that moment. Whoever has received a complaint, owns it and has to resolve it promptly without responding with: “I will introduce you to the person who can help you”. An employee is authorized to spend up to $2.000 per guest to resolve complaints or problems without asking the permission of a supervisor. One might say that these are huge costs, but the Ritz-Carlton is not even including them in the Profit & Loss Statement. That’s because the Ritz-Carlton is not willing to reduce them. In the company’s perception, those costs are nothing compared to the loyalty that it will gain from such gestures (Bacon & Pugh, 2003). The next story depicts a service recovery case. A guest checked out of a Ritz…show more content…
The reason is that its service standards, dining and facilities served as a benchmark for all Ritz-Carlton hotels and resorts across the globe (The Ritz-Carlton, n.d.). Customer reviews from TripAdvisor and employee reviews from Glassdoor were considered in order to identify shortcomings to be improved on. 3.3.1. Guests As far as guests’ reviews are concerned, a tabular review of the allocation of ratings can be seen in appendix Z. Evaluations of three stars and less were considered to identify potential complaints and a qualitative frequency analysis was performed to detect the most stringent ones. Appendix X presents the results of the qualitative frequency analysis while Appendix V shows reviews that have received a rating of one star only. Essentially there are changes to be made in four main areas: service, facilities, cuisine and security.

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