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CASE STUDY : The Ritz -Carlton

Superior service providers consciously strive to create a memorable customer experience by nurturing a culture for 'serving' . They go beyond efficient and effective service design to bring spirituality in service .Superior service delivery requires managing customer expectations and incorporating self service technologies .Customers' expectations play a crucial role in this .
This case study is an example of designing and managing services .

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CASE STUDY : The Ritz -Carlton

  1. 1. THE BIG PICTURE
  2. 2. What is THE RITZ – CARLTON ?
  3. 3. ORIGIN OF THE BRAND : HERITAGE  Dates back to 20th century, the original Ritz-Carlton revolutionized the way U.S. travelers experienced luxury and customer service of a hotel .  Cesar Ritz began and opened the first chain of luxurious hotels in Europe.  Later a team of four person created the Ritz –Carlton concept ,as it is known today
  4. 4. KEY FEATURES  A FIVE STAR LUXURY HOTEL  COMMENDABLE CUSTOMER SERVICE  THEIR MOTTO  OVER 70 AND ABOVE HOTELS IN 24 COUNTRIES WITH 38,000 EMPLOYEES
  5. 5. A QUANTUM JUMP TO NEW YORK NEW JERSEY TOKYO AND MANY MORE COUNTRIES AND TERRITORIES.......
  6. 6. HOW DO THEY MANAGE THEIR CUSTOMER EXPECTATIONS ?? By following their :
  7. 7. CREDO Create memories for lifetime
  8. 8. Reliability and Assurance
  9. 9. Offers and Rewards
  10. 10. Care and relaxed ambience
  11. 11. Soothing and Refined luxury
  12. 12. Effort and Consistency
  13. 13. MOTTO “ We are Ladies and Gentlemen serving Ladies and Gentlemen’’
  14. 14. THREE STEPS OF SERVICE 1. Warm and sincere greeting using guest’s name 2. Anticipate and fulfill each guest’s needs. 3. Warm goodbye again using guest’s name
  15. 15. How does The Ritz- Carlton match up to competitive hotels ? What are the key differences ? CASE STUDY
  16. 16. Ritz Carlton has beaten all the odds to stand out of the ranks. The hotel provided the guests by providing high class personalized customer care and luxury. The hotel exceeds all its competitors in the industry by far. The Ritz Carlton satisfies the expectations of the guests by far compared to other competitive hotels. To achieve this success the Ritz has applied some necessary steps of marketing. The Ritz has a policy of ensuring that the hotel takes its 12 service values .
  17. 17. Discuss the importance of “wow stories” in customer service for a luxury hotel like The Ritz- Carlton ?  They provide inspiration They recognize and demonstrate appreciation for greatness They communicate your Behavioral Vision in a clear and compelling way They increase the likelihood such greatness will be repeated They keep employees connected to a sense of meaning and purpose  The Company has earned two Malcolm Baldridge Quality Awards – only company to win the award twice .
  18. 18.  KEY FEATURES  HERITAGE OF BRAND  MANAGING CUSTOMER EXPECTATIONS - THE CREDO THE MOTTO THREE STEPS OF SERVICE 12 SERVICE VALUES  CASE STUDY

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