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Ritz Carlton Case Studies - Essay Example

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Ritz Carlton Case Studies

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 ...Show more


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…
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