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.
According The Ritz-Carlton official page, if occupied one day for the room need $4,200. -Facing tough competition from major competitors, for example W Hotel is nearby The Ritz-Carlton. W Hotel is same type hotel with The Ritz-Carlton, such as five star hotel, same of have bar and same of is international brand, so maybe have a strong competitor will effect company business. -Most of the product rely heavily internet system, so if the internet be hack, customers information will be steal. And then, if the internet system destroyed that affect the service quality, such as will delay customers check-in or check-out process.
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
Once upper management can successfully intrinsically motivate its employees, they will begin to work for the Ritz-Carlton, and not simply just a paycheck. In addition, the Ritz-Carlton is known for its employee-centered orientation, and are already using the motivational approach to inspire innovation and creativity among their employees as well as properly motivating them to perform to the best of their abilities. If they can eliminate any issues with the process of training and maintaining employees, the Ritz-Carlton will be able to devote more time and effort toward expanding and improving other aspects of the hotel. All in all, I believe that exercising HR practices such as meeting employee needs and promoting the welfare of all staff members will help maintain a friendly, collaborative work environment that will stimulate growth and
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
The purpose of this report is to find solutions to the prevailing issues in Ritz Carlton like an increase in absenteeism, demotivation, a decrease in productivity level as well as discrimination, underpay and conflicts arising between team members. For the purpose of this assignment, the focus will be on providing recommendations to improve the culture, working environment, structure, motivation of employees and strengthen team-working. Ritz Carlton is using a hierarchical and centralised structure, first of all, different type of structures will be proposed to find the right one. The different type of structures (1) Functional – each portion of the organisation is grouped according to its purpose. (2) Matrix - ‘’ creates project teams that cut across traditional functional departments, instead of highlighting the role or status of individuals, it gathers together a team of specialists with the objective of completing a task or a project successfully ‘’ .
More recently, Critical success factors have been adapted extensively to research in management, especially in procedure and performance studies. In cordiality, several researchers have fulfill field or survey-based study to identify critical success factors. A study of critical success factors regarding hotel food and beverage (Goldman and Eyster, 1992). Investigated critical success factors for hotel profitability (Croston, 1995). Identified and categorized critical success factors in United Kingdom budget hotel operations, an area which is particularly relevant to this study (Brotherton, 2004).
What is The Ritz-Carlton doing to maintain this new culture? Answer: The challenge Ritz-Carlton faced A challenge that may Ritz-Carlton faced is sustaining and making their culture stronger. They might also face difficulty in applying the culture to their employees with thorough basic of the culture system that Ritz-Carlton have. Maintaining the new culture In order to maintaining the new culture Ritz-Carlton must be doing the following: • Planning Ritz Carlton has established a suitable new culture with constrains decision making in organization functions. • Organizing Management is giving a degree of independence to the employees.