The Ritz Carlton Hotel Company
Since 1898, Ritz-Carlton relied on the vision of services that are personalized and would satisfy the most discerning guest. In the beginning, a New York based real estate company named Millennium Partners decided to do business in the hotel industry. They believed that in order to sell residential properties, you must be the best at service. The best way to convince people that they’re going to have a great time is to have great services and that is how the idea of luxury hotels came about. Millennium Partners joined forced with Ritz- Carlton and Four Seasons because they were clearly the best of hotel operators.
Ritz-Carlton is known for their excellent service and that is why guest keep coming back. The general managers aggressively pursued their two main customer groups which are independent travelers and meeting event planners. For independent travelers, either for business or personal leisure, Ritz-Carlton would greet them in several creative ways such as meeting the travelers at the airport with mimosas or serenading them with piano concertos. To attract business travelers, McBride, the general manager introduced the “Technology Butler” which was a staff of technicians on call 24 hours a day to assist the business guest with computer and other technological difficulties. He also created a concierge desk at the Delta Shuttle at national Airports to attract customers with convenient check-in procedures while outpacing the competition.
In 1990 when Patrick Mene joined Ritz-Carlton as the chief quality office, his mission was to integrate the values and concepts of the Malcolm Baldrige National Quality Award criteria at all the company’s hotels around the world. Using the guidelines, Mene focused on new activities and measures including the cost of poor quality, continuous improvement, quality planning and audits. Some other programs were also set up and designed to meet specific customer needs, such...
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