The Ritz-Carlton Hotel Company, L.L.C. is the parent company to the luxury hotel chain, The Ritz-Carlton Hotels. Ritz-Carlton operates 87 luxury hotels and resorts in major cities and resorts in 29 countries and territories.

1. CASE STUDY

2. “We are ladies and gentlemen serving ladies and gentlemen”

3. 2014
Warm
Welcome
Employee
Senses
Guest Wish
or Need
Employee
Breaks
away from
Routine
Duties
Employee
Applies
Immediate
Positive
Action
Determine
Guest
Reaction
If
Dissatisfied
Anticipation
Compliance
with Guest
Needs
If
Satisfied
Escalate
the
Complaint
Fond
Farewell
Document
the Incident
Employee
Returns to
Routine
Duties
Guest
Memory
System

4. The bustling city of Dubai

5. 3 STEPS
OF
SERVICE

13. LUXURY

14. Macro-Environment
Analysis
Macro-Environment Analysis
Plan: Confirm/Modify Vision, Strategy, Methods
and Foundations
Do: Select Ritz-Carlton Strategic Mandates
Do: Develop Ritz-Carlton “Vital-Few” Objectives
and Targets

15. Volunteaming: an untraditional group activity
VolunTeaming combines teambuilding with volunteer activities that create lasting memories for the participants.
The Ritz-Carlton, DIFC partners with SENSES Dubai, the first non-profit specialized residential centre in Dubai. This half-day
activity allows teams the unique experience of working with our chefs to prepare delicious cookies and pastries for the
kids. The group is actively involved in cooking as well as in packing the items, before being invited to visit the school to
distribute the goodies and interact and play with the children

16. COMPETITORS

17. MARKETING
STRATEGY

19. LUXURY
GREETINGS

20. Created by Manpreet Singh, IIT Kanpur, during
a marketing internship by Prof. Sameer
Mathur, IIM Luchnow.