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The Ritz Carlton case solution by @MarketerRj

This is my take on the Ritz Carlton case where many scenarios were scenario were taken, Pros and Cons were weighted and a conclusion was taken. If you have a different opinion please share your views in the comments below.

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The Ritz Carlton case solution by @MarketerRj

  1. 1. Scene-1 Scene-2 The Ritz-Carlton Case Solution Presented by: Rohit Jain
  2. 2. Scene-1 Introduction The Wow Story The Visual Interesting Facts Reinforcement of Gold Standards There is nothing more exciting than fixing a mistake or a defect Employees do not just have to fulfil their functions but also have a purpose. Good opportunities for career advancement.
  3. 3. Scene-1 Introduction The Wow Story The Visual Warm Welcome Anticipation And Compliance With Guest Needs Fond Farewell Employee Senses Guest Wish or Need Employee Breaks Away from Routine Duties Employee Applies Immediate Positive Action Determine Guest Reaction Document the Incident Employee Returns to Routine Duties Guest Memory System Escalate the Complaint Satisfied Dissatisfied Three Types of Service 1. 2. 3. Ritz Empowerment Process
  4. 4. Scene-1 Introduction The Wow Story The Visual Every single Ritz Carlton staff member can spend up to $2000 on a guest. Ritz Carlton makes a shoetree for a customer Ritz Carlton retrieves a customer’s sunglasses by snorkeling Ritz Carlton constructs a wooden pathway for a wheelchair  Ritz Carlton goes across the country to return a customer’s dress
  5. 5. Scene-1 Introduction The Wow Story The Visual
  6. 6. Scene-1 Scene-2 The Big Discussion
  7. 7. Scene-2 Points to consider The Meeting Conclusion The Seven Day Countdown Initial Occupancy rate
  8. 8. Scene-2 Points to consider The Meeting Conclusion Option – 1 Keep it as it is: Pros:  Refined and evolved process for opening hotel chains by the Ritz Carlton  Provides standardization with greater efficiency.  Flawless execution is the goal; even if it takes longer, productivity will increase as employees get more and more comfortable over time.  Focus on providing the “WOW” Ritz Carlton experience from the beginning.  Sufficient allocation of time frame for imbibing the Ritz Carlton culture and values in the employees.  Focus on utmost quality, not on quantity from the very beginning  Offsets expected minor service failure from the beginning
  9. 9. Scene-2 Points to consider The Meeting Conclusion Option – 1 Keep it as it is: Cons:  Loss of profit  Tension with owners  May not satisfy sufficient training for new facilities included.  7 day training may not be sufficient for the employees to deliver the Ritz Carlton service standard.
  10. 10. Scene-2 Points to consider The Meeting Conclusion Option – 2 Extend countdown and maintain initial occupancy rate: Pros:  More efficient employee training and morale.  Can allocate separate time for the new facility allocated.  Decrease tension with owners.
  11. 11. Scene-2 Points to consider The Meeting Conclusion Option – 2 Extend countdown and maintain initial occupancy rate: Cons:  Extra loss of profit.  Can hamper brand equity.  No guarantee of increased efficiency.  Lead to rescheduling of whole program  Low incentive to move away from 7 day standardized training program.
  12. 12. Scene-2 Points to consider The Meeting Conclusion Option – 3 Extend initial occupancy rate and maintain countdown: Pros:  Increase in profit.  Decrease tension with owners.
  13. 13. Scene-2 Points to consider The Meeting Conclusion Option – 3 Extend initial occupancy rate and maintain countdown: Cons:  More chances of service failure.  Even greater pressure on employees.  Can hamper brand equity.
  14. 14. Scene-2 Points to consider The Meeting Conclusion Option – 4 Extend both initial occupancy rate and countdown: Pros:  Better profitability with lesser risk.  No tension with partners.  More efficient employees who can deliver Ritz Carlton standard.
  15. 15. Scene-2 Points to consider The Meeting Conclusion Option – 4 Extend both initial occupancy rate and countdown: Cons:  Extra cost.  Will hamper brand equity.  No guarantee of definite success.  Complete rescheduling of the whole program.
  16. 16. Scene-2 Points to consider The Meeting Conclusion The Financial Analysis Cost Benefits
  17. 17. Scene-2 Points to consider The Meeting Conclusion My Suggestion Go For Option 1 “Let’s do what we do best”

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