The essence of the success of Ritz-Carlton encompasses many points, but it would be highly apt to begin the write-up by focusing on probably the most vital amongst them – An organization can attain phenomenal long-term success when it tries to do things differently displaying…
In Malaysia, McBride, the general manager, introduced the practice of extending a welcome to passengers at the airport by giving discount coupons and mimosas, amongst others, not to mention the presence of a fully furnished room of Ritz-Carlton in the airport. All these were totally novel and unique concepts of marketing that go on to fortify the hotel’s image as a leader in the realm of customer care.” (1)
Another vital factor contributing towards the hotel’s success story is the tremendous amount of importance that is accorded to people associated it – both employees and also the customers. The consistent growth of any organization is heavily dependent on the manner in which the people associated with it are treated. This very factor is all the more relevant for entities operating in the sphere of hospitality. “It is the firm conviction of Ritz-Carlton that when a customer stays in its premises, for the entire duration, the hotel is the home for them. Hence, the hotel’s 7 Day Countdown Orientation program for new recruits is predominantly aimed at making them fully understand the relevance of this concept. One of the first precepts communicated to the new employees is “We all are ladies and gentlemen serving ladies and gentlemen”. This speaks volumes about the friendly and amicable treatment that Ritz-Carlton gives to its employees. Additionally, it is in this very cordial atmosphere that the skills of the employees are honed, ensuring that they run the extra mile in addressing the all-important aspect of customer service. Last but not the least, the various things inclusive in the orientation program such as The Credo, The Employee Promise and The Twenty Basics, to cite a few, go a long way in making sure that employee efficiency would invariably lead to customer satisfaction.” (1)
At this juncture, it would be worthwhile to understand as to what actually is being sold by Ritz-Carlton. The answer to that resulting from a mere ...
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“Ritz Carlton Case Studies Essay Example | Topics and Well Written Essays - 750 Words”, n.d. https://studentshare.net/miscellaneous/393767-ritz-carlton-case-studies.
156). They have kept up with the competition and increased their standards to attain high quality services to their customers. They have provided the top quality services by being first to provide the private bathroom for each bedroom (Last name of textbook’s author, year, p.
Numbers of weekly meetings are arranged in order to argue product as well as service quality, aspects like guest satisfaction, greater profits earnings and competitive position in the industry. Also competition as well as growth and development of the market are discussed in these meetings.
Service industry is the sector, in which competition is intensifying for now. The Ritz Carlton is planning market expansion in connection with the growth in foreign direct investments in the developing countries. It is possible for The Ritz Carlton to dominate the hotel industry along with other competitors in a markets of monopolistic competition.
BTI UK revealed that "the global hotel industry is enjoying a growth phase and showing signs of a strong performance recovery."
This marketing report will look at the performance of two important players in the global hotel industry. This paper will focus on an internationally recognized company which is the Ritz-Carlton Hotel Company.
Even in the early operation of Ritz-Carlton, the company has recognized the two components of its product offering; one which is tangible while the other is intangible. The tangible aspect corresponds to the company's infrastructure and amenities. Aside from this, Ritz-Carlton also emphasized excellence in customer service which is the intangible aspect of its product.
How could each of these initiatives influence customer perceptions of quality
Point: The main difference of a person living at his house and a hotel is the evident fact that in your house, you already set it up just the way you want it or based to your own comfort.
udy the proper application of hospitality management theories and principles in cultivating, maintaining and utilizing human resource for the purpose of achieving their organisational targets. In addition, it gears to better understand the strategies governing such successful