Customer Service at Ritz-Carlton

Abstract:

The Ritz-Carlton Hotels are managed by The Ritz-Carlton Hotel Company, LLC., based in Chevy Chase, Maryland, US. It is a wholly-owned subsidiary of Marriott International, Inc. As of September 2013, it operated 81 hotels and resorts in the Americas, Europe, Asia, the Middle East, Africa, and the Caribbean. The Apple Store was not the only one to consider the Ritz-Carlton's service as a benchmark; many companies in the global service industry too did the same and tried to adopt some of its service techniques in their bid to improve their own service. Ritz-Carlton played its game through its focus on services. .

The Ritz-Carlton hotels are known for their luxury and the world-class service offered to guests, and the company is the only service company to have earned the prestigious Malcolm Baldrige National Quality Award twice – in 1992 and 1999. In addition to this, the company has earned many other awards and certifications in recognition of its quality excellence and achievements. The reputation of Ritz is considered legendary and many companies in the service sector take it as a benchmark while many others have adopted its techniques.

Issues:

The case will help the students:
» The importance of customer service in the hotel industry
» Ritz-Carlton's legendary customer service
» The Key elements of customer service at Ritz-Carlton
» The Total Quality Management of Ritz-Carlton

Contents:

Keywords:

Customer Service, Customer relationship management, Service marketing, Service quality excellence, Service values, Hospitality management, Total quality management, Hotel industry, Luxury, Employee empowerment

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