This a pdf version of the original ppt. It gives you the insights of the world of The Ritz-Carlton and helps you understand why it became so successful via marketing concepts
1.The Ritz-Carlton Understands the Value of Every Employee. If youâve ever held a job where you didnât feel appreciated, you understand how frustrating it can be. Heck, you probably didnât care about the company, right? Well, the Ritz-Carlton avoids this pitfall by valuing every employee. By empowering the employee, the hotel creates a staff that is passionate about the hotel, its services, and its success. Furthermore, happier employees mean happier guests. In fact, the Ritz-Carlton has empowered employees so much that they have the ability to spend up to $2,000 to ensure guests have an enjoyable stay without seeking permission from management.
2.The Ritz-Carlton Defines its Brand. If you want to improve the public image of your brand, then what better way is there to do so than by defining it yourself? The Ritz-Carlton does this by telling stories about the hotel through its online content strategy. Their Stories that Stay with You page elaborates on ways in which their employees and the greater hotel have gone out of their way to ensure a great stay for guests. The Ritz-Carlton is excellent at not only framing their stories, but in behaving in such a way â providing great customer service at every level â that great stories happen.
3.The Ritz-Carlton Abides By its Standards. Forget unwritten rules or laws. The Ritz has 12 Service Values that are etched into every employeeâs memory. By requiring that everyone on the payroll memorize the companyâs golden standards, the Ritz showcases the fact that they are genuinely passionate about their standards and commitment to customer service. Likewise, be sure to establish internal and external standards for your brand and hold your entire team accountable to them to ensure an incredible customer experience!
For over a century, the Ritz-Carlton Hotel has defined itself as the standard for quality and luxury in the hotel industry. While the ritzy Ritz-Carlton is flush with grandiose chandeliers and staircases, itâs the customer service and brand differentiation thatâs given the hotel its staying power. By implementing pizazz into your marketing strategy, youâll give your business a more powerful presence in the real context of B2B relations.
The document discusses the history and operations of The Ritz-Carlton hotel chain. It began in the late 19th century and has since expanded globally while maintaining a focus on high-quality service. When opening new hotels, Ritz-Carlton employs a rigorous staff selection and training process called the "Seven Day Countdown" to prepare employees. This involves orientations, skills training, and test runs during the critical week before a new hotel opens its doors to customers. While a brief period, Ritz-Carlton's process and brand reputation have helped hotels open successfully.
The document summarizes information about the Ritz-Carlton hotel chain, including that it was founded by Cesar Ritz and has received the Malcolm Baldrige National Quality Award twice. It describes the Ritz-Carlton's motto of "We are Ladies and Gentlemen Serving Ladies and Gentlemen", vision/mission, and gold standards for employee conduct. It provides details on the Ritz-Carlton's management trainee program, loyalty program, community service initiatives, and examples of above-and-beyond service recovery efforts for customers.
It is about history, Profile, Wow Story, Employee Motivation and Customer services provided by the Ritz Carlton. His moto, creto, expansion plan and uniqueness about them.
This presentation gives you an insight into the world of The Ritz -Carlton and helps you understand via marketing fundamentals why designing and managing services are of utmost importance.
Hilton Worldwide is one of the largest hospitality companies in the world, with over 3,800 hotels across 88 countries. It was founded in 1919 by Conrad Hilton and has grown to include 10 brands like Waldorf Astoria, Conrad, Hilton, DoubleTree, Embassy Suites, Homewood Suites, and Home2 Suites. Hilton follows a strategy of horizontal integration and operates hotels in various market segments from luxury to economy. It has experienced steady growth since its founding and continues expansion plans globally and in India.
Superior service providers consciously strive to create a memorable customer experience by nurturing a culture for 'serving' . They go beyond efficient and effective service design to bring spirituality in service .Superior service delivery requires managing customer expectations and incorporating self service technologies .Customers' expectations play a crucial role in this .
This case study is an example of designing and managing services .
Assignment taj hotels services by nilesh shuklaNILESH SHUKLA
Â
The document provides an overview of Taj Hotels Resorts and Palaces, a luxury hotel chain in India. It discusses the company's origins in 1903 with the opening of the Taj Mahal Palace Hotel in Bombay. It then summarizes Taj's various hotel brands that operate across market segments, including Taj (luxury), Taj Exotica (resorts and spas), Taj Safaris (wildlife lodges), Vivanta by Taj (contemporary luxury), The Gateway (upscale), and Ginger (economy). The document also outlines Taj's international expansion, culinary experiences, wellness services, and other operations like airline catering and aviation services. It concludes by noting Taj's commitment to corporate sustainability and
1.The Ritz-Carlton Understands the Value of Every Employee. If youâve ever held a job where you didnât feel appreciated, you understand how frustrating it can be. Heck, you probably didnât care about the company, right? Well, the Ritz-Carlton avoids this pitfall by valuing every employee. By empowering the employee, the hotel creates a staff that is passionate about the hotel, its services, and its success. Furthermore, happier employees mean happier guests. In fact, the Ritz-Carlton has empowered employees so much that they have the ability to spend up to $2,000 to ensure guests have an enjoyable stay without seeking permission from management.
2.The Ritz-Carlton Defines its Brand. If you want to improve the public image of your brand, then what better way is there to do so than by defining it yourself? The Ritz-Carlton does this by telling stories about the hotel through its online content strategy. Their Stories that Stay with You page elaborates on ways in which their employees and the greater hotel have gone out of their way to ensure a great stay for guests. The Ritz-Carlton is excellent at not only framing their stories, but in behaving in such a way â providing great customer service at every level â that great stories happen.
3.The Ritz-Carlton Abides By its Standards. Forget unwritten rules or laws. The Ritz has 12 Service Values that are etched into every employeeâs memory. By requiring that everyone on the payroll memorize the companyâs golden standards, the Ritz showcases the fact that they are genuinely passionate about their standards and commitment to customer service. Likewise, be sure to establish internal and external standards for your brand and hold your entire team accountable to them to ensure an incredible customer experience!
For over a century, the Ritz-Carlton Hotel has defined itself as the standard for quality and luxury in the hotel industry. While the ritzy Ritz-Carlton is flush with grandiose chandeliers and staircases, itâs the customer service and brand differentiation thatâs given the hotel its staying power. By implementing pizazz into your marketing strategy, youâll give your business a more powerful presence in the real context of B2B relations.
The document discusses the history and operations of The Ritz-Carlton hotel chain. It began in the late 19th century and has since expanded globally while maintaining a focus on high-quality service. When opening new hotels, Ritz-Carlton employs a rigorous staff selection and training process called the "Seven Day Countdown" to prepare employees. This involves orientations, skills training, and test runs during the critical week before a new hotel opens its doors to customers. While a brief period, Ritz-Carlton's process and brand reputation have helped hotels open successfully.
The document summarizes information about the Ritz-Carlton hotel chain, including that it was founded by Cesar Ritz and has received the Malcolm Baldrige National Quality Award twice. It describes the Ritz-Carlton's motto of "We are Ladies and Gentlemen Serving Ladies and Gentlemen", vision/mission, and gold standards for employee conduct. It provides details on the Ritz-Carlton's management trainee program, loyalty program, community service initiatives, and examples of above-and-beyond service recovery efforts for customers.
It is about history, Profile, Wow Story, Employee Motivation and Customer services provided by the Ritz Carlton. His moto, creto, expansion plan and uniqueness about them.
This presentation gives you an insight into the world of The Ritz -Carlton and helps you understand via marketing fundamentals why designing and managing services are of utmost importance.
Hilton Worldwide is one of the largest hospitality companies in the world, with over 3,800 hotels across 88 countries. It was founded in 1919 by Conrad Hilton and has grown to include 10 brands like Waldorf Astoria, Conrad, Hilton, DoubleTree, Embassy Suites, Homewood Suites, and Home2 Suites. Hilton follows a strategy of horizontal integration and operates hotels in various market segments from luxury to economy. It has experienced steady growth since its founding and continues expansion plans globally and in India.
Superior service providers consciously strive to create a memorable customer experience by nurturing a culture for 'serving' . They go beyond efficient and effective service design to bring spirituality in service .Superior service delivery requires managing customer expectations and incorporating self service technologies .Customers' expectations play a crucial role in this .
This case study is an example of designing and managing services .
Assignment taj hotels services by nilesh shuklaNILESH SHUKLA
Â
The document provides an overview of Taj Hotels Resorts and Palaces, a luxury hotel chain in India. It discusses the company's origins in 1903 with the opening of the Taj Mahal Palace Hotel in Bombay. It then summarizes Taj's various hotel brands that operate across market segments, including Taj (luxury), Taj Exotica (resorts and spas), Taj Safaris (wildlife lodges), Vivanta by Taj (contemporary luxury), The Gateway (upscale), and Ginger (economy). The document also outlines Taj's international expansion, culinary experiences, wellness services, and other operations like airline catering and aviation services. It concludes by noting Taj's commitment to corporate sustainability and
The Ritz Carlton was established in 1983 and has since expanded to over 70 luxury hotel locations worldwide, known for its exceptional customer service. The document outlines the history and core values of Ritz Carlton, including its emphasis on anticipating guest needs and delivering personalized service through strategies like its "3 Steps of Service" and emphasis on employee training including a $2000 allowance. It also discusses Ritz Carlton's numerous awards and recognition for quality and customer service as well as its focus on sustainability and social responsibility as it continues to expand its global footprint.
The Ritz-Carlton brand originated with Cesar Ritz's luxury hotels in Europe in the early 1900s, and the brand expanded to the United States in 1927 with the opening of The Ritz-Carlton Hotel in Boston. The Ritz-Carlton brand is now owned by Marriott International and operates over 90 luxury hotels worldwide, maintaining the high standards of service and amenities established by Cesar Ritz at its founding locations in Europe. Key aspects of the Ritz-Carlton brand identity and guest experience include its distinctive logo and goblet design, emphasis on anticipatory and personalized service, and commitment to providing guests with an enriched
The Ritz Carlton case solution by @MarketerRjRohit Jain
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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.
The document discusses the Taj Hotels Resorts and Palaces group. It notes that the group began with Jamsetji Tata's passion for Bombay, which led to the opening of the Taj Mahal Palace hotel in 1903. The group now comprises 108 hotels across India and 17 international hotels. It discusses the 7 P's of Taj marketing - product, price, place, promotion, people, physical evidence, and process. It also briefly discusses Taj's competitors and does a SWOT analysis, noting strengths like heritage and brand image, and weaknesses such as some properties being older and limited global presence.
This document provides an overview of Vivanta by Taj Malabar hotel located in Kochi, India. It discusses the hotel's introduction, objectives, limitations, industry profile, company profile, product profile including room types and dining options. It also describes the hotel's organizational structure and functional departments. A SWOT analysis is presented identifying the hotel's strengths, weaknesses, opportunities, and threats. Key findings from the study note the hotel's reputation, staff, environment, technology usage, and relationship between management and employees. Suggestions are provided around check-in processes, medical benefits, loyalty programs, technology updates, and tour packages.
The Taj Group of Hotels is one of India's most prominent and historic hotel chains, founded in 1903. It operates 76 hotels across 12 countries, employing over 13,000 people. The group offers luxury, business, and leisure hotel options catering to different customer segments. It utilizes a robust customer relationship management system to capture customer preferences, provide personalized service, and gain valuable customer feedback.
The document summarizes information about the Ritz-Carlton hotel chain, including that it was founded by Cesar Ritz and has received the Malcolm Baldrige National Quality Award twice. It describes the Ritz-Carlton's motto of "We are Ladies and Gentlemen Serving Ladies and Gentlemen", vision/mission, and gold standards for employee training and customer service through their "Seven Day Countdown" management trainee program.
Indian Hotels Company Limited (IHCL) by Bidhu B MishraBidhu B Mishra
Â
Indian Hotels Company Limited, branded as Taj Group, is a chain of hotels and resorts,
Headquartered - Oxford House in Mumbai,
Incorporated by - The founder of the Tata Group, Mr. Jamsetji N. Tata
This document provides an overview of Accor, a global hospitality company. Some key details include:
- Accor has 280,000 employees across 4,800 hotels and 704,000 rooms in 100 countries.
- It operates 50 brands ranging from luxury to economy segments across hotels, home rentals, resorts, and more.
- The document outlines Accor's brands and collections including Raffles, Sofitel, Fairmont, and others, highlighting the attributes of each brand.
- It also discusses Accor's commitments to sustainability, diversity, and community impact through its Solidarity program.
The document discusses the history and philosophy of service at The Ritz-Carlton hotel chain. It describes how Cesar Ritz founded the first Ritz hotel in the late 19th century and how the brand expanded globally and was acquired by Marriott in the 20th century. The Ritz-Carlton is known for its high standards of service, guest profiling system, and focus on continuous improvement based on customer feedback to ensure a personalized experience.
The document discusses the Taj Group of hotels and its strategy to develop a new brand architecture. It summarizes the history and growth of the Taj Group portfolio. To capitalize on opportunities from India's growing middle class and travel sector, Taj realized it needed new brands to clearly define its service tiers and segments. It developed new brands like Ginger, Vivanta and Taj Safaris to target different customers beyond its flagship Taj brand. The rebranding effort required engaging employees who were proud to work for the Taj brand. Internal acceptance of the new structure has been good and analysts predict the new brand strategy will help Taj significantly outperform competitors.
The document provides an overview of Four Seasons Hotels and Resorts. It discusses the company's founding in 1961 in Toronto, Canada. It has since expanded to over 100 hotels worldwide. The summary highlights the company's continued global expansion through new hotel and resort openings planned for 2019, including locations in Greece, Thailand, India, Mexico, Spain, Canada, and the US. It also discusses the strategic expansion of Four Seasons' private residences portfolio.
The document provides an overview of the Taj Hotel industry in India. It discusses the different types of hotels in India categorized by star ratings and amenities. It then introduces the Taj Hotel group - its founding in 1903, current portfolio of over 75 hotels globally, and segmentation into luxury, business, and leisure hotels. The document also discusses Taj Hotel's marketing mix, competition, and awards and acquisitions over the years.
The document discusses innovative trends hotels are using to create more personalized guest experiences. It describes amenities and programs focused on attracting different demographic groups such as millennials, baby boomers and business travelers. Some examples mentioned include offering electric vehicle charging stations, free bike rentals, pressing clothing for business travelers, stocking minibars with customizable snacks, and providing fitness equipment or classes in guest rooms for privacy. The document also discusses wellness programs like aromatherapy amenities and healthy snacks to promote better sleep. Meeting and event spaces are being adapted to cater to interests in farm-to-table dining and media presentations.
The Oberoi Group is a luxury hotel chain founded in 1934 that now operates 30 hotels across India and 6 other countries. It is known for operating some of the top ranked luxury hotels and resorts in the world. The Oberoi Group is led by Vikram Oberoi and focuses on providing exceptional service and luxury accommodations inspired by local culture at each location. It places strong emphasis on management training through its Oberoi Centre for Learning and Development program.
Marriott is a global hospitality company founded in 1927 that operates and franchises over 6,300 properties across 70 countries. It has grown from a root beer stand into the world's largest hotel chain with 15 brands and over 400,000 rooms. Marriott is led by Chairman and CEO J.W. Marriott Jr., who has taken the family business from a restaurant chain to a $19 billion global company known for its commitment to customer service and diverse workforce. The company continues to adapt and innovate through new brands, technologies, and strategies to remain the premier provider of travel and leisure experiences worldwide.
Accor is a French multinational hotel group founded in 1967 that owns, operates, and franchises hotels ranging from budget to luxury brands. It has over 3700 hotels across 95 countries and employs over 240,000 people. Some of its key brands include Ibis for budget hotels, Mercure and Novotel for midscale, and Sofitel, Pullman, and MGallery for upscale and luxury. The company has continued to expand its portfolio through acquisitions and introduced new brands over the years to cater to various market segments.
The images used are taken directly from the Ritz-Carlton site and have been used solely for educational purpose. That of internship under Prof. Sameer M. IIM ,Lucknow.
The Ritz-Carlton operates 91 luxury hotels around the world. It is known for its high standards of customer service, with mottos like "We are ladies and gentlemen serving ladies and gentlemen." The company focuses on hiring the right people and providing extensive training to empower employees to address any customer issues. It was the first hotel chain to win the Malcolm Baldrige National Quality Award for its emphasis on total quality management and customer satisfaction.
The Ritz Carlton was established in 1983 and has since expanded to over 70 luxury hotel locations worldwide, known for its exceptional customer service. The document outlines the history and core values of Ritz Carlton, including its emphasis on anticipating guest needs and delivering personalized service through strategies like its "3 Steps of Service" and emphasis on employee training including a $2000 allowance. It also discusses Ritz Carlton's numerous awards and recognition for quality and customer service as well as its focus on sustainability and social responsibility as it continues to expand its global footprint.
The Ritz-Carlton brand originated with Cesar Ritz's luxury hotels in Europe in the early 1900s, and the brand expanded to the United States in 1927 with the opening of The Ritz-Carlton Hotel in Boston. The Ritz-Carlton brand is now owned by Marriott International and operates over 90 luxury hotels worldwide, maintaining the high standards of service and amenities established by Cesar Ritz at its founding locations in Europe. Key aspects of the Ritz-Carlton brand identity and guest experience include its distinctive logo and goblet design, emphasis on anticipatory and personalized service, and commitment to providing guests with an enriched
The Ritz Carlton case solution by @MarketerRjRohit Jain
Â
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.
The document discusses the Taj Hotels Resorts and Palaces group. It notes that the group began with Jamsetji Tata's passion for Bombay, which led to the opening of the Taj Mahal Palace hotel in 1903. The group now comprises 108 hotels across India and 17 international hotels. It discusses the 7 P's of Taj marketing - product, price, place, promotion, people, physical evidence, and process. It also briefly discusses Taj's competitors and does a SWOT analysis, noting strengths like heritage and brand image, and weaknesses such as some properties being older and limited global presence.
This document provides an overview of Vivanta by Taj Malabar hotel located in Kochi, India. It discusses the hotel's introduction, objectives, limitations, industry profile, company profile, product profile including room types and dining options. It also describes the hotel's organizational structure and functional departments. A SWOT analysis is presented identifying the hotel's strengths, weaknesses, opportunities, and threats. Key findings from the study note the hotel's reputation, staff, environment, technology usage, and relationship between management and employees. Suggestions are provided around check-in processes, medical benefits, loyalty programs, technology updates, and tour packages.
The Taj Group of Hotels is one of India's most prominent and historic hotel chains, founded in 1903. It operates 76 hotels across 12 countries, employing over 13,000 people. The group offers luxury, business, and leisure hotel options catering to different customer segments. It utilizes a robust customer relationship management system to capture customer preferences, provide personalized service, and gain valuable customer feedback.
The document summarizes information about the Ritz-Carlton hotel chain, including that it was founded by Cesar Ritz and has received the Malcolm Baldrige National Quality Award twice. It describes the Ritz-Carlton's motto of "We are Ladies and Gentlemen Serving Ladies and Gentlemen", vision/mission, and gold standards for employee training and customer service through their "Seven Day Countdown" management trainee program.
Indian Hotels Company Limited (IHCL) by Bidhu B MishraBidhu B Mishra
Â
Indian Hotels Company Limited, branded as Taj Group, is a chain of hotels and resorts,
Headquartered - Oxford House in Mumbai,
Incorporated by - The founder of the Tata Group, Mr. Jamsetji N. Tata
This document provides an overview of Accor, a global hospitality company. Some key details include:
- Accor has 280,000 employees across 4,800 hotels and 704,000 rooms in 100 countries.
- It operates 50 brands ranging from luxury to economy segments across hotels, home rentals, resorts, and more.
- The document outlines Accor's brands and collections including Raffles, Sofitel, Fairmont, and others, highlighting the attributes of each brand.
- It also discusses Accor's commitments to sustainability, diversity, and community impact through its Solidarity program.
The document discusses the history and philosophy of service at The Ritz-Carlton hotel chain. It describes how Cesar Ritz founded the first Ritz hotel in the late 19th century and how the brand expanded globally and was acquired by Marriott in the 20th century. The Ritz-Carlton is known for its high standards of service, guest profiling system, and focus on continuous improvement based on customer feedback to ensure a personalized experience.
The document discusses the Taj Group of hotels and its strategy to develop a new brand architecture. It summarizes the history and growth of the Taj Group portfolio. To capitalize on opportunities from India's growing middle class and travel sector, Taj realized it needed new brands to clearly define its service tiers and segments. It developed new brands like Ginger, Vivanta and Taj Safaris to target different customers beyond its flagship Taj brand. The rebranding effort required engaging employees who were proud to work for the Taj brand. Internal acceptance of the new structure has been good and analysts predict the new brand strategy will help Taj significantly outperform competitors.
The document provides an overview of Four Seasons Hotels and Resorts. It discusses the company's founding in 1961 in Toronto, Canada. It has since expanded to over 100 hotels worldwide. The summary highlights the company's continued global expansion through new hotel and resort openings planned for 2019, including locations in Greece, Thailand, India, Mexico, Spain, Canada, and the US. It also discusses the strategic expansion of Four Seasons' private residences portfolio.
The document provides an overview of the Taj Hotel industry in India. It discusses the different types of hotels in India categorized by star ratings and amenities. It then introduces the Taj Hotel group - its founding in 1903, current portfolio of over 75 hotels globally, and segmentation into luxury, business, and leisure hotels. The document also discusses Taj Hotel's marketing mix, competition, and awards and acquisitions over the years.
The document discusses innovative trends hotels are using to create more personalized guest experiences. It describes amenities and programs focused on attracting different demographic groups such as millennials, baby boomers and business travelers. Some examples mentioned include offering electric vehicle charging stations, free bike rentals, pressing clothing for business travelers, stocking minibars with customizable snacks, and providing fitness equipment or classes in guest rooms for privacy. The document also discusses wellness programs like aromatherapy amenities and healthy snacks to promote better sleep. Meeting and event spaces are being adapted to cater to interests in farm-to-table dining and media presentations.
The Oberoi Group is a luxury hotel chain founded in 1934 that now operates 30 hotels across India and 6 other countries. It is known for operating some of the top ranked luxury hotels and resorts in the world. The Oberoi Group is led by Vikram Oberoi and focuses on providing exceptional service and luxury accommodations inspired by local culture at each location. It places strong emphasis on management training through its Oberoi Centre for Learning and Development program.
Marriott is a global hospitality company founded in 1927 that operates and franchises over 6,300 properties across 70 countries. It has grown from a root beer stand into the world's largest hotel chain with 15 brands and over 400,000 rooms. Marriott is led by Chairman and CEO J.W. Marriott Jr., who has taken the family business from a restaurant chain to a $19 billion global company known for its commitment to customer service and diverse workforce. The company continues to adapt and innovate through new brands, technologies, and strategies to remain the premier provider of travel and leisure experiences worldwide.
Accor is a French multinational hotel group founded in 1967 that owns, operates, and franchises hotels ranging from budget to luxury brands. It has over 3700 hotels across 95 countries and employs over 240,000 people. Some of its key brands include Ibis for budget hotels, Mercure and Novotel for midscale, and Sofitel, Pullman, and MGallery for upscale and luxury. The company has continued to expand its portfolio through acquisitions and introduced new brands over the years to cater to various market segments.
The images used are taken directly from the Ritz-Carlton site and have been used solely for educational purpose. That of internship under Prof. Sameer M. IIM ,Lucknow.
The Ritz-Carlton operates 91 luxury hotels around the world. It is known for its high standards of customer service, with mottos like "We are ladies and gentlemen serving ladies and gentlemen." The company focuses on hiring the right people and providing extensive training to empower employees to address any customer issues. It was the first hotel chain to win the Malcolm Baldrige National Quality Award for its emphasis on total quality management and customer satisfaction.
The Ritz-Carlton is known for providing outstanding luxury service and amenities at its 85 hotels worldwide. It aims to anticipate guests' needs and ensure they feel individually cared for. The marketing analysis examines the company's mission, marketing mix, SWOT analysis, target segments, differentiation strategies, and brand positioning. Key aspects include rigorous employee training, high prices targeting upper-class guests, and a focus on location, product quality, and service to differentiate the brand.
The Ritz-Carlton Hotel Company provides luxury hotel services and has a long history of focusing on quality and customer service excellence. The company began in 1983 and was acquired by Marriott International in 1995. It operates high-end hotels worldwide and had $1.5 billion in revenue in 1999. The company is known for its rigorous employee training programs and emphasis on delivering the finest customer service according to standards defined in "The Credo" and "The Gold Standards." Senior leadership is deeply involved in managing quality and instilling a passion for excellence throughout the organization.
23Executive SummaryIn this report, we will be addressing t.docxtamicawaysmith
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Executive Summary
In this report, we will be addressing the issue faced by the Ritz Carlton Philadelphia in the value that is being delivered to customers. We have found through research and reviews that the clients are dissatisfied with their experiences when staying at the Ritz Carlton and most agree that it does not live up to the Ritz Carlton brand.
By utilizing market research and evaluating employeesâ and customersâ perceptions, we will be able to pinpoint where the issues lie in delivering the service expected by guests. By reevaluating the internal marketing strategies currently in place at the Ritz Carlton Philadelphia we believe we can solve any domestic issues the company is facing that is keeping customers from being satisfied with their service. We can ensure employees are being recruited and trained properly and are delivering the high-quality service associated with the Ritz-Carlton name. Through communicating the current condition of the Ritz and the current renovations being undertaken, guests will not be surprised when they see the construction and will be less upset when they are affected by it because they were made aware previously.
We want to ensure this hotel is delivering service consistent with the rest of the brand and that even though the hotel is currently under construction- guests still receive an excellent stay and want to come back when the renovations are complete.
Table of Content
1.0 Introduction..............................................................................................................................3
2.0 Situational AnalysisâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚ.3
2.1 Internal analysisâŚâŚâŚâŚâŚ.âŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚ.âŚâŚâŚâŚ...3
2.1.1 Organization OverviewâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚ...âŚ4
2.1.2 SWOTâŚâŚâŚâŚâŚ.âŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚ.5
2.1.3 Customerâs ProfileâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚ.12
2.2 External AnalysisâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚ.13
2.2.1 Environmental AnalysisâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚ.13
2.2.2 Industry AnalysisâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚ...17
2.2.3 Competitor AnalysisâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚ..19
2.2.4 Target Market AnalysisâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚ.22
2.3 Summary of Situational AnalysisâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚ24
3.0 Marketing ProblemâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚ25
4.0 Marketing StrategiesâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚ.26
4.1 ResearchâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚ.âŚ..âŚ26
4.2 Internal MarketingâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚ.âŚâŚâŚ..28
4.3 CommunicationâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚ29
5.0 ConclusionâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚ..30
AppendixâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚ..31
ReferencesâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚâŚ.39
1.0 Introduction
The Ritz-Carlton is a chain within the Marriott brand. Marriott International is a hotel company that operates, licenses, and franchises hotels and timeshares throughout the world. Marriott International is a leading lodging company with more than 4,400 properties in 87 countries and territories. Founded by J. Willard and Alice Marriott and guided by Marriott family leadership for nearly 90 years, the company is headquartere ...
Marriott International is the world's largest hospitality company with over 30 hotel brands in over 110 countries. It emphasizes its core values of putting people first, pursuing excellence, embracing change, acting with integrity, and serving the world. The document discusses Marriott's culture of empowering associates, commitment to diversity and inclusion, opportunities for career growth and training, benefits, and awards and recognition. It also provides an overview of Marriott's history, brands, business, headquarters jobs, and examples of jobs across its hotels.
This document contains summaries and excerpts from various chapters and exhibits related to compensation strategies. It includes examples of compensation philosophies, performance management tools like balanced scorecards, and competency models. The goal is to provide relevant information and examples for practitioners on compensation best practices.
The Ritz-Carlton Hotel Company is known for its exceptional employee training programs. New employees undergo an initial orientation and 21 days of certification training to learn the company's gold standards of service excellence. Employees are then recertified annually through ongoing training, daily meetings, and evaluations. The Ritz-Carlton invests heavily in training, with employees receiving over 200 hours of instruction in their first year. This commitment to training has helped The Ritz-Carlton win two Malcolm Baldrige National Quality Awards and earn a reputation for legendary customer service.
The Ritz-Carlton revolutionized customer service by making it highly emotional and training employees exceptionally well. They select only 2% of applicants and train them on 3-step service and 12 service values to connect emotionally with customers. Employees share "WOW stories" daily to highlight excellent service and keep both employees and customers satisfied by creating magical experiences. Ritz-Carlton's marketing shifted to focus more on emotional customer satisfaction and creating unique experiences through a new campaign of "Let us Stay with you".
This document provides an excerpt from the textbook "Marketing for Hospitality and Tourism, Fifth Edition" which discusses the importance of developing a strong service culture for businesses in the hospitality industry. It uses the example of Ritz-Carlton, outlining their rigorous training processes, emphasis on customer satisfaction, and strategies for recognizing and retaining employees. The summary highlights that Ritz-Carlton's success is based on prioritizing customer care by first caring for employees and empowering them to resolve any customer issues. It also notes four key characteristics of services - intangibility, inseparability, variability, and perishability - that marketers must consider.
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Marketing Excellence >>The Ritz-Carlton
Few brands attain such a high standard of customer service as the luxury hotel, The Ritz-Carlton. The Ritz-Carlton
dates back to the early 20th century and the original Ritz-Carlton Boston, which revolutionized the way U.S.
travelers viewed and experienced customer service and luxury in a hotel. The Ritz-Carlton Boston was the first of its
kind to provide guests with a private bath in each guest room, fresh flowers throughout the hotel, and an entire staff
dressed in formal white tie, black tie, or morning coat attire.
In 1983, hotelier Horst Schulze and a four-person development team acquired the rights to the Ritz-Carlton name and
created the Ritz-Carlton concept as it is known today: a company-wide concentration on both the personal and the
functional side of service. The five-star hotel provides impeccable facilities but also takes customer service extremely
seriously. Its credo is, âWe are Ladies and Gentlemen serving Ladies and Gentlemen.â According to the companyâs
Web site, The Ritz-Carlton âpledge(s) to provide the finest personal service and facilities for our guests who will
always enjoy a warm, relaxed, yet refined ambience.â
The Ritz-Carlton fulfills this promise by providing impeccable training for its employees and executing its Three
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Steps of Service and 12 Service Values. The Three Steps of Service state that employees must use a warm and
sincere greeting always using the guestâs name, anticipate and fulfill each guestâs needs, and give a warm good-bye
again using the guestâs name. Every manager carries a laminated card with the 12 Service Values, which include
bullets such as number 3: âI am empowered to create unique, memorable and personal experiences for our guests,â
and number 10: âI am proud of my professional appearance, language and behavior.â Simon Cooper, the company
president and chief operating officer, explained, âItâs all about people. Nobody has an emotional experience with a
thing. Weâre appealing to emotions.â The Ritz-Carltonâs 38,000 employees at 70 hotels in 24 countries go out of their
way to create unique and memorable experiences for their guests.
While The Ritz-Carlton is known for training its employees on exceptional customer service, the hotel also
reinforces its mission and values to its employees on a daily basis. Each day, managers gather their employees for a
15-minute âline up.â During this time, managers touch base with their employees, resolve any impending problems,
and spend the remaining time read ...
The hospitality industry has been devastated by the pandemic, with unprecedented layoffs and hotel closures. While the industry will eventually recover, the timing is uncertain and some markets may take years to regain prior business levels. In light of these challenges, the author decided to obtain a real estate license to gain a new skill during the downturn. The author believes their experience in hospitality provides a strong foundation for real estate sales. They were drawn to joining Keller Williams due to its strong culture and commitment to clients, and encourages others in hospitality to consider real estate as an alternative career path during this difficult time.
The Ritz-Carlton Hotel is known for its luxurious accommodations and emphasis on excellent customer service. Employees receive thorough training on precise standards and are expected to treat all customers with the utmost respect and formality. While the management approach was once very scripted, it has evolved to allow employees more flexibility and authenticity in satisfying customers. New employees learn the culture through exposure to stories of luxury, engagement in formal rituals, and use of language that promotes respect.
TQM at the Ritz-CarltonThe Ritz-Carlton Hotel Company, the flagshi.pdfChoices3
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TQM at the Ritz-Carlton
The Ritz-Carlton Hotel Company, the flagship of the revised Marriott International portfolio of
hotels, operates 91 luxury hotels in 31 countries. Employing about 40,000 staff, the firm has a
venerable record of excellent service that is considered the benchmark by many in the hospitality
industry. Ritz-Carlton has been involved in TQM for over 30 years and was the first hotel chain
to win the coveted Malcolm Baldrige National Quality Award in 1992. Needless to say, Ritz-
Carlton is passionate about quality guest care, from the president and chief operating officer,
Herve Humler, to the maintenance, front desk, and housekeeping staff.
Ritz-Carlton's unique approach to TQM is embedded in its strong corporate culture, which is
spelled out clearly in its "Gold Standards." These standards are the backbone of the company and
include the values and philosophy that guide how it operates, including processes for solving
problems and criteria for grooming, housekeeping, safety, and efficiency. The Gold Standards
include Ritz-Carlton's credo, motto, three steps to service, service values, and other proprietary
statements. All employees know the Gold Standards by heart and are well-trained in what they
mean for daily work behavior. For example, Ritz-Carlton's motto, "We are Ladies and
Gentlemen serving Ladies and Gentlemen," is closely tied to how guests are welcomed, with "a
warm and sincere greeting," and depart with a "fond farewell."
Ritz-Carlton's TQM program begins at the top with senior executives who spend about a quarter
of their time on quality issues. Because the company's service culture is built on trust, these
leaders hold themselves accountable for behaving according to the values that they require of the
organization. The senior executives comprise the corporate steering committee for TQM as well
as the senior quality-management team. Each week the steering committee reviews various
measures of service quality and performance. It engages in detailed planning by setting
objectives, devising action plans, and assessing results.
This planning process is essential to Carlton's TQM program. It extends to each level of the firm
where teams in the individual work areas set objectives and create action plans that are reviewed
by the corporate steering committee. This cross-level planning process helps to assure that
quality goals and action plans are consistent across organizational levels and integrated with the
firm's overall plan. In addition, each hotel has a designated quality leader, who serves as a
resource and advocate as teams develop and implement their quality plans.
Teams play a key role in providing quality service. Each work area in a hotel includes teams
responsible for problem solving, strategic planning, and setting quality-certification standards for
each position. Employees meet as teams to spot problem patterns, prioritize problems, and
develop measures to prevent their recurrence. These cross-function.
The Ritz-Carlton operates 91 luxury hotels and resorts in 30 countries, founded in 1983. It is known for providing unique customer service through specialized training for employees in 3 service steps and 12 values, which are reinforced daily. Managers address any issues and a "WOW story" of excellent customer service is shared each day. The hotel has won two Malcolm Baldrige quality awards and grown from 4 to 70 locations in 3 decades. "WOW stories" are important for motivating employees to better serve guests and help the hotel gain fame for customer satisfaction among competitive luxury hotels providing similar high-class services.
Starwood Hotels & Resorts has put out two requests for proposals seeking creative agencies to support its Sheraton and Westin brands in the U.S., according to people familiar with the matter.
According to a document obtained by Ad Age, Starwood is reaching out to a select handful of agencies to participate in the pitches, which are expected to conclude in March. It is understood that the review is being led by Avidan Strategies.
The document provides information about the JW Marriott Aerocity hotel in New Delhi. It describes the hotel as having over 500 rooms and being situated in Aerocity adjacent to the Indira Gandhi International Airport. It aims to be a new destination with international ambience. The document also summarizes the three main restaurants at the hotel - K3 Restaurant, which offers a three-meal buffet showcasing cuisines from Tuscany, Canton, and India; Adrifft Kaya, a Japanese restaurant open for lunch and dinner; and DBC, which is a coffee shop, cake shop, and retail store specializing in chocolates and grab-and-go products.
How to Use AI to Write a High-Quality Article that Ranksminatamang0021
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In the world of content creation, many AI bloggers have drifted away from their original vision, resulting in low-quality articles that search engines overlook. Don't let that happen to you! Join us to discover how to leverage AI tools effectively to craft high-quality content that not only captures your audience's attention but also ranks well on search engines.
Disclaimer: Some of the prompts mentioned here are the examples of Matt Diggity. Please use it as reference and make your own custom prompts.
Everyone knows the power of stories, but when asked to come up with them, we struggle. Either we second guess ourselves as to the story's relevance, or we just come up blank and can't think of any. Unlocking Everyday Narratives: The Power of Storytelling in Marketing will teach you how to recognize stories in the moment and to recall forgotten moments that your audience needs to hear.
Key Takeaways:
Understand Why Personal Stories Connect Better
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The digital marketing industry is changing faster than ever and those who donât adapt with the times are losing market share. Where should marketers be focusing their efforts? What strategies are the experts seeing get the best results? Get up-to-speed with the latest industry insights, trends and predictions for the future in this panel discussion with some leading digital marketing experts.
The advent of AI offers marketers unprecedented opportunities to craft personalized and engaging customer experiences, evolving customer engagements from one-sided conversations to interactive dialogues. By leveraging AI, companies can now engage in meaningful dialogues with customers, gaining deep insights into their preferences and delivering customized solutions.
Susan will present case studies illustrating AI's application in enhancing customer interactions across diverse sectors. She'll cover a range of AI tools, including chatbots, voice assistants, predictive analytics, and conversational marketing, demonstrating how these technologies can be woven into marketing strategies to foster personalized customer connections.
Participants will learn about the advantages and hurdles of integrating AI in marketing initiatives, along with actionable advice on starting this transformation. They will understand how AI can automate mundane tasks, refine customer data analysis, and offer personalized experiences on a large scale.
Attendees will come away with an understanding of AI's potential to redefine marketing, equipped with the knowledge and tactics to leverage AI in staying competitive. The talk aims to motivate professionals to adopt AI in enhancing their CX, driving greater customer engagement, loyalty, and business success.
Yes, It's Your Fault Book Launch WebinarDemandbase
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From Blame to Gain: Achieving Sales and Marketing Alignment to Drive B2B Growth.
Tired of the perpetual tug-of-war between your sales and marketing teams? Come hear Demandbase Chief Marketing Officer, Kelly Hopping and Chief Sales Officer, John Eitel discuss key insights from their new book, âYes, Itâs Your Fault! From Blame to Gain: Achieving Sales and Marketing Alignment to Drive B2B Growth.â
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In this webinar, youâll discover:
The underlying dynamics fueling sales and marketing misalignment
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How ABM can be a powerful unifier
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Delve into essential ABM âplays' that propel success while identifying and leaving behind tactics that no longer yield results. Led by ABM Experts, Jon Barcellos, Head of Solutions at Postal and Tom Keefe, Principal GTM Expert at Demandbase.
Unlock the secrets to enhancing your digital presence with our masterclass on mastering online visibility. Learn actionable strategies to boost your brand, optimize your social media, and leverage SEO. Transform your online footprint into a powerful tool for growth and engagement.
Key Takeaways:
1. Effective techniques to increase your brand's visibility across various online platforms.
2. Strategies for optimizing social media profiles and content to maximize reach and engagement.
3. Insights into leveraging SEO best practices to improve search engine rankings and drive organic traffic.
Weâve entered a new era in digital. Search and AI are colliding, in more ways than one. And they all have major implications for marketers.
⢠SEOs now use AI to optimize content.
⢠Google now uses AI to generate answers.
⢠Users are skipping search completely. They can now use AI to get answers. So AI has changed everything âŚor maybe not. Our audience hasnât changed. Their information needs havenât changed. Their perception of quality hasnât changed. In reality, the most important things havenât changed at all. In this session, youâll learn the impact of AI. And youâll learn ways that AI can make us better at the classic challenges: getting discovered, connecting through content and staying top of mind with the people who matter most. Weâll use timely tools to rebuild timeless foundations. Weâll do better basics, but with the most advanced techniques. Andy will share a set of frameworks, prompts and techniques for better digital basics, using the latest tools of today. And in the end, Andy will consider - in a brief glimpse - what might be the biggest change of all, and how to expand your footprint in the new digital landscape.
Key Takeaways:
How to use AI to optimize your content
How to find topics that algorithms love
How to get AI to mention your content and your brand
Mastering Local SEO for Service Businesses in the AI Era"" is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business.
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The Strategic Impact of Storytelling in the Age of AI
In the grand tapestry of marketing, where algorithms analyze data and artificial intelligence predicts trends, one essential thread remains constant â the timeless art of storytelling. As we stand on the precipice of a new era driven by AI, join me in unraveling the narrative alchemy that transforms brands from mere entities into captivating tales that resonate across the digital landscape. In this exploration, we will discover how, in the face of advancing technology, the human touch of a well-crafted story becomes not just a marketing tool but the very essence that breathes life into brands and forges lasting connections with our audience.
The digital marketing industry is changing faster than ever and those who donât adapt with the times are losing market share. Where should marketers be focusing their efforts? What strategies are the experts seeing get the best results? Get up-to-speed with the latest industry insights, trends and predictions for the future in this panel discussion with some leading digital marketing experts.
We will explore the transformative journey of American Bath Group as they transitioned from a traditional monolithic CMS to a dynamic, composable martech framework using Kontent.ai. Discover the strategic decisions, challenges, and key benefits realized through adopting a headless CMS approach. Learn how composable business models empower marketers with flexibility, speed, and integration capabilities, ultimately enhancing digital experiences and operational efficiency. This session is essential for marketers looking to understand the practical impacts and advantages of composable technology in today's digital landscape. Join us to gain valuable insights and actionable takeaways from a real-world implementation that redefines the boundaries of marketing technology.
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Learn how to use specific GPTs to help you Learn how to build your own marketing tools
Generate marketing ideas for your business How to think through and use AI in marketing
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Lily Ray - Optimize the Forest, Not the Trees: Move Beyond SEO Checklist - Mo...Amsive
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Lily Ray, Vice President of SEO Strategy & Research at Amsive, explores optimizing strategies for sustainable growth and explores the impact of AI on the SEO landscape.
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Learn how to optimize website projects, leverage SEO tactics effectively, and implement product-led marketing approaches for enhanced digital presence and ROI.
This session is your key to unlocking the secrets of successful digital marketing campaigns and maximizing your business's online potential.
Actionable tactics you can apply after this session:
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Don't miss out on this opportunity to elevate your digital marketing game and achieve tangible results!
In today's digital world, customers are just a click away. "Grow Your Business Online: Introduction to Digital Marketing" dives into the exciting world of digital marketing, equipping you with the tools and strategies to reach new audiences, expand your reach, and ultimately grow your business.
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In this humorous and data-heavy session, join us in a joyous celebration of life honoring the long list of SEO tactics and concepts we lost this year. Remember fondly the beautiful time you shared with defunct ideas like link building, keyword cannibalization, search volume as a value indicator, and even our most cherished of friends: the funnel. Make peace with their loss as you embrace a new paradigm for organic content: Pillar-Based Marketing. Along the way, discover that the results that old SEO and all its trappings brought you werenât really very good at all, actually.
In this respectful and life-affirming serviceâerm, sessionâjoin Ryan Brock (Chief Solution Officer at DemandJump and author of Pillar-Based Marketing: A Data-Driven Methodology for SEO and Content that Actually Works) and leave with:
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3. BACKGROUND
⢠The Ritz-Carlton Hotel Company, L.L.C. is the parent company to the
luxury hotel chain.
⢠The current company was founded in 1983, when the previous owners sold
the brand name to create The Ritz-Carlton Hotel Company, L.L.C., based in
Boston, Massachusetts, which expanded the brand to other locations.
â˘The hotel company is today a subsidiary of Marriott International.
5. SERVICE, TRUST AND GROWTH
In less than 3decades, The Ritz- Carlton has grown from 4 locations to over 70 and
has earned two Malcolm Balridge Quality awards.
6.
7.
8. RITZ-CARLTON HAVE EFFECTIVELY âTANGEBILIZED THE INTANGIBLEâ.
THEY HAVE EARNED PEOPLEâS TRUST THROUGH THEIR EXCELLENT SERVICE AND
STATE OF THE ART INFRASTRUCTURE.
THEIR LOGO SYMBOLISES STRENGTH, ROYALTY AND ENTHUSIASM.
Tangiblising the
9. Services are highly variable and depend a
Lot upon both the provider and the
Consumer. Resulting in higher perception of
Consumer taking risks.
To reassure customers, The Ritz- Carlton
Employs 3 steps that may reduce the
Perception of risk.
10.
11. â˘3 steps of Service.
â˘12 Service values
â˘âWOWâ stories
a)
12.
13. b)STANDARDISATION OF SERVICE PERFORMANCE PROCESS
⢠All managers carry a laminated card which states the 12 service values.
â˘All the employees of The Ritz- Carlton are told the same âWOWâ story.
18. EXTERNAL MARKETING
Describes the normal work of pricing, distribution
and promotion of services.
The picture in the background is a print at by The Ritz-Carlton
20. INTERACTIVE MAKETING
Largely describes the employees skill in serving the
client and The Ritz- Carlton has been putting in tremendous
Efforts in satisfying their customers and monitoring
Consumer satisfaction
24. A daily 15 minute âline-upâ to resolve issues
and for narration of âWOWâ stories.
EMPLOYEE SATISFACTION
25. CUSTOMER SATISFACTION
The Ritz-Carlton primarily aims at customer satisfaction,
Empowerment . The Ritz takes pride in its heritage and
deliverability . They have shown their commitment from
time to time. They believe they Are ladies and
gentlemen serving ladies and gentlemen and thus they
Guide their employees as well to deliver with the same
level of passion and enthusiasm; the Ritz has delivered
for decades. their ad-campaign also reflects their
commitment.
29. MANAGING CONSUMER EXPECTATIONS
The Ritz- Carlton does well in managing consumer expectations. Since , word-of
mouth is important, the Ritz employs all its resources towards parting the gap
between the provider and the consumer.
30.
31. RECAP
â˘Background
â˘Their credo
â˘How Does The Ritz-Carlton match up to its competitors?
â˘Tangibilising the intangibility
â˘Variability(eliminating)
â˘Employee training
â˘Standardizing of service performance process
â˘Monitoring customer satisfaction
â˘Marketing Excellence
â˘External Marketing
â˘Internal Marketing
â˘Interactive Marketing
â˘Importance of WOW stories
â˘Employee satisfaction
â˘Consumer satisfaction
â˘Managing service quality
â˘Managing consumer expectation.
32. DISCLAIMER
These slides were created by Shreyans Hinger , under the guidance of Prof.
Sameer Mathur , under a summer internship mentored by him.