Purchase Solution

Ritz Carlton Case Study

Not what you're looking for?

Ask Custom Question

I need help with the attached case study (Ritz Carlton).

Questions: Responses to EACH question MUST be a MINIMUM 400 word.
Q1.How does the Ritz-Carlton match up to competitive hotels? What are the key differences?
Q2.Discuss the importance of the "wow stories" in customer service for luxury hotel like the Ritz-Carlton.

Reference:
Kotler, P., & Keller, K. L. (2012). Marketing management (14th ed.). Upper Saddle River, NJ: Prentice

Attachments
Purchase this Solution

Solution Summary

This detailed solution gives detailed answers to the case study questions regarding Ritz Carlton, including Questions: How Ritz-Carlton matches up to competitive hotels and the key differences, as well as the importance of the "wow stories" in customer service for luxury hotel like the Ritz-Carlton. Includes APA formatted references.

Solution Preview

Q1.How does the Ritz-Carlton match up to competitive hotels? What are the key differences? 


The Ritz-Carlton is a unique hotel chain that distinguishes itself among luxury hotels. The case study points out, "few brands attain such a high standard of customer service as ....The Ritz-Carlton" (Kettner, Moroney, & Martin, 2007). The text states that the "Ritz-Carlton Boston was the first of its kind to provide guests with a private bath.... fresh flowers" (Kettner, Moroney, & Martin, 2007) and formally attired staff. The chain continues to excel above other hotels by providing "impeccable facilities" combined with excellent customer service. As a proof that it is successful in its efforts to rise above its competition, the chain has earned two Malcolm Baldrige Quality Awards, and is the only service company ever to win the prestigious award twice. The hotel chain works diligently to provide extensive training to its employees on a daily basis. Employees are instructed to "use a warm and sincere greeting always using the guest's name, anticipate and fulfill each guest's needs, and give a warm good-bye again using the guest's name" (Kettner, Moroney, Martin, 2007). In addition, the Ritz-Carlton invests in employees and encourages them to provide better customer service by allowing "every employee to spend up to $2000 making any single guest satisfied" (Reiss, 2009). This is different from many competitive hotels that also tout customer service and quality but fail to execute this commitment to the same level. Hilton Hotels was named a top '100 Brand' by Forbes magazine and works to ensure ""every guest feels card for, valued, and respected" (Forbes, 2013). The properties are ...

Solution provided by:
Education
  • BA, University of Southern California
  • MSS, United States Sports Academy
  • Ed.D, Boise State University
Recent Feedback
  • "Thk u"
  • "Thank you!:)"
  • "Thank you!:)"
  • "Thank you!:)"
  • "Thank you!:)"
Purchase this Solution


Free BrainMass Quizzes
MS Word 2010-Tricky Features

These questions are based on features of the previous word versions that were easy to figure out, but now seem more hidden to me.

Academic Reading and Writing: Critical Thinking

Importance of Critical Thinking

Business Processes

This quiz is intended to help business students better understand business processes, including those related to manufacturing and marketing. The questions focus on terms used to describe business processes and marketing activities.

Operations Management

This quiz tests a student's knowledge about Operations Management

Paradigms and Frameworks of Management Research

This quiz evaluates your understanding of the paradigm-based and epistimological frameworks of research. It is intended for advanced students.