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Ritz Carlton Case Study

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

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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 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.

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