Ritz Carlton case analysis with answers

1. CASE STUDY
GROUP

2. ABOUT THE HOTEL
• OPERATES 91 LUXURY HOTELS AND RESORTS IN CITIES AROUND THE WORLD
AND RESORTS IN 30 COUNTRIES AND TERRITORIES.
• FOUNDED IN 1983.
• HAVE A NET REVENUE OF AROUND US$ 3 BILLION.

3. CASE ANALYSIS
• THEY ARE KNOWN FOR PROVIDING UNIQUE CUSTOMER SERVICE.
• EMPLOYEES HAVE BEEN GIVEN SPECIAL TRAINING IN EXECUTING 3 STEPS OF SERVICE
AND 12 SERVICE VALUES.
• THE MISSION AND VALUES ARE REINFORCED TO THE EMPLOYEES ON A DAILY BASIS.
• MANAGERS LINE UP THEIR EMPLOYEES AND RESOLVE PROBLEMS IF ANY.
• EVERY DAY A “WOW STORY” IS SHARED EVERYDAY AND READ OUT.
• HOTEL ENJOYS FAME AND HAS WON MALCOLM BADLDRIGE QUALITY AWARD TWICE.
• HAS GROWN FROM 4 TO 70 LOCATIONS IN 3 DECADES.

4. QUESTION 1: HOW THEY MATCH UP WITH
COMPETITIVE HOTELS? WHAT ARE THE KEY
DIFFERENCES?
• THEY CONCENTRATED ON ONE OF THE MOST DIFFICULT PART FOR ANY
HOTELS, MAXIMUM CUSTOMER SATISFACTION.
• PROVIDED UNIQUE INFRASTRUCTURE, PRIVATE BATH IN EACH GUEST ROOM,
FRESH FLOWERS, STAFF DRESSED IN FORMAL WHITE BLACK TIE OR MORNING
COAT ATTIRE.
• HIRED RIGHT TALENTED PEOPLE.
• PROVIDING INTENSE TRAINING ON EXCEPTIONAL QUALITY SERVICE.
• INTRODUCING THE IDEA OF “WOW STORY” EVERY DAY.

5. QUESTION 2: IMPORTANCE OF “WOW
STORIES” IN A LUXURY HOTEL LIKE RITZ-
CARLTON.
• HOTEL CONCENTRATE EXCLUSIVELY ON ENHANCING MAXIMUM CUSTOMER
SATISFACTION.
• UNIQUE AND GOOD INFRASTRUCTURE AND AMBIENCE IS PROVIDED.
• EMPLOYEES ARE THE KEY PEOPLE FOR ENSURING CUSTOMER SATISFACTION AT
EVERY LEVEL.
• SINCE ALL HOTELS TRY TO DO THE SAME, MAY PROVIDE ADDITIONAL BONUS
AND INCENTIVES.
• “WOW STORIES” ARE ADDITIONAL BOOST FOR EMPLOYEES TO SERVE GUESTS
BETTER.

6. • SENSE OF RECOGNITION MOTIVATES EMPLOYEES TO PERFORM BETTER.
• FEELING THAT THEY ARE NOTICED ALSO HELPS THEM SERVE BETTER.
• DAILY 15 MIN “LINE UP” ENHANCE EMPLOYEE MANAGER RELATIONSHIP,
EMPLOYEES DEVOLPE AN EMOTIONAL ATTACHMENT TO THE HOTEL, THIS AGAIN
BOOSTS THEIR PERFORMANCE.
• SINCE THERE ARE MANY STAR HOTELS PROVIDING ALMOST SAME CLASS OF
SERVICES, YET THIS HOTEL COULD GAIN A FAME IN TERMS OF CUSTOMER
SATISFACTION.
• IN ORDER TO BE ON TOP, ADDITIONAL MOTIVATIONAL FACTORS ARE REQUIRED,
WHERE “WOW STORIES” ARE OF GREAT IMPORTANCE

7. THANK YOU