unit five case study: Ritz-Carlton +

Case study on Ritz Carlton Name: Institution: CASE STUDY ON RITZ CARLTON How the Ritz-Carlton match up to competitive hotels and the key differences. Ritz Carlton has beaten all the odds to stand out of the ranks. The success of the hotel dates back to the early twentieth century when the hotel revolutionized the travelers’ views on the hotel. The hotel provided the guests by providing high class personalized customer care and luxury. The RitzCarlton hotel exceeds all its competitors in the industry by far. The hotel is a match to no other hotel (Brown, 2000). The RitzCarlton 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 care of theirguests. The hotel has sort to satisfy the international and local customers who carry the name of the hotel with pride. The hotel follows up on the customers through phone calls. They ask the guests functional and emotional questions. The questions give the customers a sense of belonging. The other step is the empowering the staff. Through this, the staff is proud of who they are and whom they work for. They use terms that relate the customers and the staff. The words such as we are women and men serving women and men. This makes them feel important and thus motivate them to carry their responsibilities with pride. The hotel takes time to train the staff. This brings out the difference between the Ritz and its competitors. The Ritz trains and encourages its staff to look out for opportunities to make remarkable impact on the customers’ experience. The customers with a good experience from the hotel will publicize the hotel and become committed customers of the hotel. This is unlike with the competitors of the ...