We use cookies to give you the best experience possible. By continuing we’ll assume you’re on board with our cookie policy

Ritz Carlton: The Case for Service Essay Sample

essay
  • Pages: 3
  • Word count: 589
  • Rewriting Possibility: 99% (excellent)
  • Category: corporate hotel

Get Full Essay

Get access to this section to get all help you need with your essay and educational issues.

Get Access

Introduction of TOPIC

Quality management begins with the president and the other 13 senior executives who make up the corporate steering committee and the  senior quality-management team. Corporate Management They meet weekly to review: 1. product- and service-quality measures 2. guest satisfaction 3. market growth and development, 4. organizational indicators, profits, and competitive status Corporate Management  Approximately one-fourth of each executive’s time is devoted to qualityrelated matters.

GOLD STANDARDS Key product and service requirements of the travel consumer have been translated into Ritz-Carlton Gold Standards, which include a credo, motto, three steps of service, and 20 “Ritz-Carlton Basics”. The Credo The Ritz-Carlton Hotel is a place where the genuine care and comfort of our guests is our highest mission. We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambience. The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.  The Motto At The Ritz-Carlton Hotel Company: “We are Ladies and Gentlemen serving Ladies and Gentlemen.” This motto exemplifies the anticipatory service provided by all staff members. The Three Service Steps A warm and sincere greeting. Use the guest’s name.

Anticipation and fulfillment of each guest’s needs. Fond farewell. Give a warm goodbye and use the guestR

17;s name. Standards Each employee is expected to understand and adhere to these standards, which

Sorry, but full essay samples are available only for registered users

Choose a Membership Plan
describe processes for solving problems guests including: detailed grooming  housekeeping  safety  and efficiency standards.  Human Resources To provide superior service, Ritz- Carlton created its targeted selection process to ensure a successful match of potential employees to employment. Training Upon being selected, new employees learn the corporate culture through a two-day orientation:  followed by extensive on-the-job training  and job certification. Reinforced Values Ritz-Carlton values are reinforced continuously by:  daily “line ups” frequent recognition for extraordinary achievement  and a performance appraisal based on expectations explained during the orientation, training, and certification processes. Sense of Urgency To ensure guests’ problems are resolved quickly, workers are required to act at first notice-regardless of the type of problem or customer complaint.

Empowerment Data With A Purpose Daily quality production reports, derived from data submitted from each of the 720 work areas in the hotel, serve as an early warning system for identifying problems that can impede progress toward meeting quality and customer-satisfaction goals. Data With A Purpose Coupled with quarterly summaries of guest and meeting-planner reactions, the combined data are compared with predetermined customer expectations to improve services. Data With A Purpose Among the data gathered and tracked over time are annual guest-room preventive-maintenance cycles  percentage of check-ins with no queuing  time spent to achieve industry-best cleanroom appearance and time to service an occupied guest room.

Results

According to surveys conducted for Ritz-Carlton by an independent research firm, 92 to 97 percent of guests leave with a very positive impression of the hotel brand. Quality Commitment As a result of its quality program, Ritz- Carlton received 121 quality awards from the travel industry in 2010 alone, including: “Best Hotel Chain in the United States,” by Zagat Travel Survey; “Index Award of Excellence,” by Hotel and Travel Index; “Alred Award” for Best Hotel Chain, by Corporate Travel; and “Top Hotel Chain in Ability to Service Meetings,” by Successful Meetings. Purpose Driven Results The aim of these and other customer-focused measures is not simply to meet the expectations of guests but to provide them with a memorable visit.

We can write a custom essay on

Ritz Carlton: The Case for Service Essay Sample ...
According to Your Specific Requirements.

Order an essay

You May Also Find These Documents Helpful

Ethical and Legal Issues Revolving

A civil action film is a based on true life experiences that revolve around the good scenarios and issues that are bound to be tried by legal bodies. It is based on the true stories that were taking part in the year 1980s when the environmental pollution took place and better parts of Woburn. There was the ethical issue revolving around the film as there was a corporate body that was using the trichloroethylene product which is the industrial solvent and uses it to contaminate the aquifer of the area that the plaintiff was residing. Therefore the film is based on the two larger firms that are damaging the environment through pollution in M.A. The ethical issue that the plaintiff presents in the court is the value that the dollar holds in comparison to the well-being of the human life (Crane & Matten, 2016). The two larger firms that are...

The comparison of corporate governance practices in...

The purpose of this chapter is to describe the research methodology of this study. Since the aim of the study was to test the comparison of corporate governance practices in Indian Public & private sector companies and abroad companies. This chapter describes the method of data collection, the variable factors used and to test the hypothesis and data analysis methods employed to report the results. The chapter is structured as follows. Section 4.2 discusses the research methodologies employed to introduce different research methods available and justify the research method adopted in this study. Section 4.3 discusses the sample selection and Section 4.4 explains the data collection methodology and types of data collected. Section 4.5 presents the design of variables for measurement, conceptualization and operationalization of the hypotheses. Section4.6 discusses the statistical methods used to analyze the data and finally Section 4.7 presents the conclusion of the chapter. Research Methodologies In...

Bolstering their e-commerce platform

According to the 2016 Licensing Survey conducted by The Licensing Letter “retail sales of licensed sports-based merchandise reached $15.4 billion in 2016”, this is up 4.3% from the $14.79 billion earned in 2015 and makes the 3rd consecutive increase in revenue. Collegiate based merchandise also has strong growth, bringing in $3.5 billion in sales which is up 2.5% year over year. Sports is the 3rd most licensed item as far as retail sales in the US (14.5% of the total market share), and trails behind only Corporate Trademarks (26.7% of market share) and Fashion (20.1% of market share). (Licensing Letter Sports) The major US professional sports leagues drove the growth through their retail strategies in physical store locations, ecommerce platforms, and merchandising heavily at their games and other events. Major League Baseball (MLB) led the rankings for the second year in a row, bringing in $3.7 Billion which is up...

Popular Essays

logo

Emma Taylor

online

Hi there!
Would you like to get such a paper?
How about getting a customized one?