The Ritz-Carlton, originating in the 20th century from César Ritz's luxury hotel vision, has established itself as a five-star hotel brand known for exceptional customer service and a commitment to creating lasting memories for guests. With over 70 hotels worldwide and a unique service philosophy, the company emphasizes personalized care and consistently exceeds guest expectations, earning recognition through two Malcolm Baldrige Quality Awards. Key strategies include a focus on 'wow stories' that inspire staff performance and reinforce the brand's values.

2. THE BIG PICTURE

3. What is THE RITZ – CARLTON ?

4. 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

5. KEY FEATURES
 A FIVE STAR LUXURY
HOTEL
 COMMENDABLE
CUSTOMER SERVICE
 THEIR MOTTO
 OVER 70 AND ABOVE
HOTELS IN 24 COUNTRIES
WITH 38,000 EMPLOYEES

6. A QUANTUM JUMP
TO
NEW YORK NEW JERSEY TOKYO
AND MANY MORE COUNTRIES AND
TERRITORIES.......

7. HOW DO THEY MANAGE THEIR CUSTOMER
EXPECTATIONS ??
By following their
:

8. CREDO
Create memories for lifetime

10. Reliability and Assurance

11. Offers and
Rewards

12. Care and
relaxed
ambience

13. Soothing and Refined
luxury

14. Effort and Consistency

15. MOTTO
“ We are Ladies and Gentlemen
serving Ladies and Gentlemen’’

16. 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

17. How does The Ritz-
Carlton match up to
competitive hotels ? What
are the key differences ?
CASE STUDY

18. 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 .

19. 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 .

20.  KEY FEATURES
 HERITAGE OF BRAND
 MANAGING CUSTOMER EXPECTATIONS -
THE CREDO
THE MOTTO
THREE STEPS OF SERVICE
12 SERVICE VALUES
 CASE STUDY