The Ritz-Charlton Hotel

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1. "Service" can be an elusive concept. What is the essence of The Ritz-Carlton experience? What is The Ritz-Carlton selling? “We are not in the hotel business. The hotel business is about selling rooms, selling food, selling the bar. We do those things incidentally, but our business is service… Service is our profession.”, so Horst Schulze, founding president and COO of Ritz-Carlton Hotel, about the exceptional customer service philosophy of the company. The Ritz-Carlton focuses on taking care of their customers and employees, which was the reason to create “The Gold Standards” of customer service. These standards include the Three Steps of Service, the Motto, the Employee Promise, the Credo and the Twenty Basics and each employee and manager, everybody, whom makes that company running, has to know them and adopt them. By understanding the standards every employee should be able to deliver the highest level of service and with it satisfy the customer. Because this is what the company sells – service, and “This business is created for one reason – to make money.” The Credo of “The Gold Standards” says: “The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.” This is the main belief of The Ritz-Carlton Hotel Company. The customer’s satisfaction - achieved by delivering the highest level of service. “No one in the world knows more about what our customers what than we do.” By the long time of Ritz-Carlton experience they know the wishes of their customers and they make them happened in a way that they are satisfied. And the customer would come back to hotel soon and ask again for service.

2. How does The Ritz-Carlton create "Ladies and Gentleman" in only 7 days?

2.Main goal of Ritz-Carlton Hotel is to satisfy the high expectations of the customer established on highly motivated and skilled employees. The hotel-opening process, named “The 7 Day Countdown”, is based on...
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