The Ritz-Carlton Does Not Sell Hotel Rooms…
The Ritz Carlton runs in a way that makes every single detail about the consumer and the consumer’s needs, wants, and expectations. Every decision that they make they make with the consumer in mind. They essentially are selling unsurpassed service to their patrons. The Ritz Carlton is very well-known for providing consistent service to its patrons in each of its locations throughout the world. They provide guests with high quality customer service, utilizing their Gold Standards for customer service, which include its credo, motto, employee promise, three steps of service, and the twelve service values. The three steps of service are fairly basic, however many companies overlook them, losing that opportunity to create a long lasting relationship with the guest. The first is to deliver a warm and sincere greeting and to use the guest's name; the second is to anticipate and fulfill the needs of each guest; and the third is to give a warm good-bye, again using the guest's name. The Ritz Carlton believes that guest recognition is a top priority. If employees recognize the guest, then they can give personalized service, have fast access to knowledge, and interactions that are largely hassle free. These Gold Standards continue to lead the company to outperform its competition and increase its customer loyalty. They also have programs designed to meet specific customer needs that include their Service Quality Indicators (SQIs).
The Ritz Carlton continually improves its processes and programs in order to give its guests the exceptional service that they have come to be well known for giving in the hotel industry. In essence, they are selling service to consumers. The Ritz Carlton has applied for and won the Baldridge Award in 1992 and 1999, which confirmed that quality is not a short term approach to doing business. The Ritz Carlton works hard to achieve the highest customer and employee satisfaction in the...
References: D’Antonio, Mila. (Feb. 27, 2007). Inside the Ritz-Carlton 's Revolutionary Service. Retrieved from http://www.1to1media.com/view.aspx?DocID=30068&m=n
McManus, S. & Sucher, S.J. (March, 2001) The Ritz-Carlton Hotel Co. Harvard Business School Retrieved from http://cb.hbsp.harvard.edu/cb/web/he/product_view.seam?R=601163-PDF-ENG&T=EDC&C=PURCHASED_MATERIALS&CD=7688727&CS=bb185006011e6d252cfcef16531d12c1
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