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Ritz carlton case study
- 2. RITZ CARLTON (Headquarters) – Chevy Chase, Maryland, United States
- 3. Founded by César Ritz
- 5. “WE ARE LADIES AND GENTLEMEN SERVING LADIES AND GENTLEMEN.” OUR MOTTO
- 7. The only two-time recipient of the Malcolm Baldrige National Quality Award in the service category
- 8. VISION AND MISSION STATEMENT RITZ CARLTON GOLD STANDARDS CREDO 3 STEPS OF SERVICE SIXTH DIAMOND EMPLOYEE PROMISE We pledge to provide the finest personal service and facilities for our guest who will always enjoy a warm, relaxed, yet refined ambiance•A warm and sincere greeting, using the guest’s name •Anticipation and fulfillment of each guest’s needs •A fond farewell, giving a warm goodbye, and using the guest’s nameMystique, Emotional Engagement, Functional Our Ladies and Gentlemen are the most important resource in our service commitment to our guests.
- 9. MANAGEMENT TRAINEE PROGRAM •Program is of seven days •The program is known as “Seven Day Countdown” •The program provides it’s staff with intensive training, and to make them understand their Gold Standards.
- 11. Loyalty Program •Known as Ritz Carlton Reward Club • Need to create account on it’s website •Get Airline tickets
- 12. •Known as “Community Footprints” •Main goal is to preserve nature and environment
- 14. •Every single Ritz Carlton staff member can spend up to $2000 on a guest. •Ritz Carlton makes a shoetree for a customer •Ritz Carlton retrieves a customer’s sunglasses by snorkeling. •Ritz Carlton constructs a wooden pathway for a wheelchair. •Ritz Carlton goes across the country to return a customer’s dress.
- 16. How does the Ritz- Carlton match up to competitive hotels? What are the bring up differences?
- 17. ©I think the two important factors that the Ritz Carlton have taken to ensure their guest has been winning care of their internal customers and by doing that they are taking care of their external customers, this makes for very happy guests. ©Secondly, is that they are empowering their stave to satisfy customers needs and make them doglike to the Ritz name. By using the credo, We are Ladies and man Serving Ladies and Gentleman. It gives the staff a sense of pride in their presentation, themselves and who they operate on for.
- 18. Discuss the importance of the “wow stories” in customer service for a luxury hotel like the Ritz-Carlton?
- 19. The importance of the wow stories in Ritz-Carlton is what differentiates itself from the competition. Ritz-Carlton has been practicing for years on anticipating customer needs, but something that many of us haven't done is to intentionally bear in mind to our customers wants.