Ritz Carlton Case Study and the Fifth Component of Arimount Marketing Plan Name University Professor Course Date Ritz Carlton Case Study and the Fifth Component of Arimount Marketing Plan Ritz Carlton Case Study Ritz Carlton has been known as one of the largest hotel chains in the world operating in 70 locations and even earned the Malcolm Baldrige Quality Awards twice (Evans and Lindsay, 2008, p…
379). With the convenience of having an own bathroom allows the guests to enjoy their bath. After all, it is less convenient if guests will need to leave their rooms and compete for the use of a common bathroom. In addition, crowding may occur if public bathrooms are the only ones available in the hotel that might decrease the number of customers of Ritz Carlton. Ritz Carlton also maintains its high number of guests by keeping their services top-of-the-line. They train their employees to project the best of their service by following three conditions: welcoming the guests with a salutation using their names, attending to the needs of the customers, and saying a polite goodbye to leaving clients (Last name of textbook’s author, year, p. 379). The three aforementioned conditions boost the overall hospitality of the employees to the guests of their hotel. The customers will feel their importance once the service providers address them personally. Studies supports the claims regarding the relationship development can be boosted by face and name recognition. By addressing the clients personally, the connection is built and transformed from pseudo relationships to paying and loyal customers (O’Fallon and Rutherford, 2011, p. 30). ...
116). In Ritz Carlton, their employees are constantly reminded regarding the service values by the unique method of the managers. Each manager carries a laminated list of the service values to consistently remind their employees to follow them (Last name of textbook’s author, year, p. 379). In addition, the constant reminder adds confidence to the employees to exert their best efforts to accommodate the guests nicely. Those actions contribute to the increase in loyal customers of the hotel and keep up with the competition. The top-of-the-line hospitality in Ritz Carlton is also influenced by the successful and unique strategy done by the management together with the employees. Everyday the managers remind their employees about their values and mission by spending 15 minutes of story-telling regarding the unique instances that happened in the hotel. Those captured moments were retold to boost the employee confidence since the stories serve as role models in building rapport and rendering the best services to their clients. The true stories also recognize the employee who showed exemplary actions to please their guests and even meet the unexpected needs of the clients (Last name of textbook’s author, year, p. 379). In response, employees are motivated more than before since they would like to be appreciated like the exemplary workers in the wow stories shared everyday at Ritz Carlton Hotel. They can boost their service quality by feeling good and imagining that it is also possible for them to be praised by the management when they get to display an exemplary example (Bidgoli, 2010, p. 402). In addition, it has been proven ...
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