Ritz Carlton Case

Topics: Customer relationship management, Customer service, Hotel Pages: 4 (1370 words) Published: March 3, 2011
The Ritz-Carlton – Specializing in Customers is exactly what is. This is what the Ritz is all about and they have the awards to prove it. Since technology has taken over the world within the last decade, businesses have heavily relied on the technology to help support their everyday processes, and our personal lives has came accustomed to it, also. The Ritz-Carlton utilizes technology, but they are refusing to follow suit of other hotel chains. A lot of other hotel chains are switching or experimenting with an automated check-in system, but the Ritz is refusing to replace their human service with machines. Their customer service is what distinguishes them for the others and they are going to stick with what got them to where they are today.

Ritz-Carlton exhausts approximately $5,000 to train each new hire. The training process is an in depth training and it takes approximately 23 days to complete. The training is one thing at the Ritz; if you make to the training part then you went through a rigorous interview process. Your skills must already be sharp to make it into the training sessions, but the Ritz will take it to a whole other level once training commences.

“We are ladies and gentlemen serving ladies and gentlemen,” is the motto that the Ritz abides by. Everyone within the organization gets treated equally. This in turn plays a huge role into their turnover. Their turnover is significantly lower than the national average in luxury hotels, which is 44 percent, the Ritz stands at 25 percent. The way employees are treated within the organization has a role in its success. The Ritz remains successful due to them having staff in place for a long period of time.

The Ritz-Carlton stands out amongst the luxury hotels due to the time and investment that they contribute into their employees. Within the organization is where the success starts. The customer service that they provide allows the success to flourish even more and it creates a...
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