Presentation on a case study about the success of The Ritz Carlton. Completed during an internship under Prof Sameer Mathur, IIM Lucknow.

2. What is The Ritz Carlton?

3. GOLD STANDARDS
o The Credo
o Motto
o Three Steps of Service
o Service Values
o The 6th Diamond
o The Employee Promise

5. MOTTO
“We are
Ladies and
Gentlemen
serving
Ladies and
Gentlemen.”

7. SERVICE VALUES

9. THE EMPLOYEE PROMISE

10. Ques. 1 : How does The Ritz-Carlton
match up to competitive hotels?
What are the key differences?

13. EMPLOYEE
EMPOWERMENT

15. ADVERTISEMENTS

16. SOCIAL MEDIA

17. Ques 2. Discuss the importance
of wow stories in customer
service for a luxury hotel like The
Ritz-Carlton.

20. • The Gold Standards
• Customer comes first
• Employee Empowerment and
Training
• Marketing Campaigns
• The Wow Stories.

21. Prepared By Anchit Ahuja, during an internship under Prof Sameer Mathur,
IIM Lucknow.