Legendary services at the Ritz-Carlton
Legendary services at the Ritz-Carlton 6 months ago, I was invited to have business dinner in Ritz-Carlton, and was amazed by their ability in consistently delivering ideal service. Starting from then, I had one question in my mind, which is how Ritz-Carlton, who has 81 hotels in 25 countries and 44,000 employees around the world, can deliver consistent services to their demanding customers from place to place. According to Forbes Magazine, Ritz-Carlton has become a leading brand in luxury lodging by rigorously adhering to its own standards. It is the only service company in America that has won the Malcolm Baldridge National Quality Award twice, and Training Magazine has called it the best company in US for employee training.
i. A brief introduction of Ritz-Carlton
Ritz-Carlton operates 81 luxury hotels and resorts in major cities and resorts in 26 countries worldwide. The current company was founded in 1983, when the brand was bought from the previous owners. The Ritz-Carlton Hotel Company, L.L.C., based in Atlanta, Georgia, which began expansion of the brand to other locations. The hotel company is today a subsidiary of Marriott International.
ii. Ritz-Carlton is in service business
Service business provides work performed in an expert manner by an individual or team for the benefit of its customers. The typical service business provides intangible products, such as accounting, banking, and consulting, cleaning, landscaping, education, insurance, treatment, and transportation services.
From the definition of service business, we can say hotel business is actually indeed a service business, because hotel provides service in a professional ways by teams. Furthermore, service business relies strictly on service and consistent quality to maintain their brand image. The hotel industry is a great example of a business model where their customers expect the same consistent service no matter what country they stay in.
iii. What makes Ritz-Carlton
i. A brief introduction of Ritz-Carlton
Ritz-Carlton operates 81 luxury hotels and resorts in major cities and resorts in 26 countries worldwide. The current company was founded in 1983, when the brand was bought from the previous owners. The Ritz-Carlton Hotel Company, L.L.C., based in Atlanta, Georgia, which began expansion of the brand to other locations. The hotel company is today a subsidiary of Marriott International.
ii. Ritz-Carlton is in service business
Service business provides work performed in an expert manner by an individual or team for the benefit of its customers. The typical service business provides intangible products, such as accounting, banking, and consulting, cleaning, landscaping, education, insurance, treatment, and transportation services.
From the definition of service business, we can say hotel business is actually indeed a service business, because hotel provides service in a professional ways by teams. Furthermore, service business relies strictly on service and consistent quality to maintain their brand image. The hotel industry is a great example of a business model where their customers expect the same consistent service no matter what country they stay in.
iii. What makes Ritz-Carlton