Ritz Carlton Case

All ought all employees should be involved in best customer service delivery possible there should be place for executive service leaders and managers within the organisation. A person who successfully creates a customer-focused culture would have a huge impact on business success through employee retention and customer loyalty.

The customer service personnel should be in a position to acknowledge their clients and pay attention well to whatever they say and put into practice active listening. They should also give a chance to the customers to respond to the services the company offers perhaps through the enterprise’s website. For any company to prosper, good customer relation is paramount in building a loyal

Customer service is a term which means a measure of how well products and services meet or exceed the customer's expectations. It is important to have this within a business as it creates a good relationship with the client and you gain their trust, It increase customer life time value and retains customers to stay with your company and have repeat sales. Having good customer service will also reduce negative feedback such as bad words getting around about the company.

First of all, nowadays, customers’ requirements are changing very rapidly and diversified much. So I think extending the seven day countdown means investing in long standing excellence in areas such as employee orientation and customer oriented training resulting in increased customer engagement and satisfaction. By lengthening training session, The Ritz-Carlton hotel can meet with customers’ requirements with flawless services.

Renaissance Hotels and Resorts: Target market: Quality-tier full-service brand providing guests with the ambiance of

IT solutions are a large way to bring in business and are another one of their strengths. According to Christy Pashia in her Marriot overview article, “Marriott International is upgrading its properties with technology that responds to the needs of business and leisure travelers. It has transformed its public areas to encourage guests to work and socialize through the adoption of the latest design, technology, food and beverage offerings” (Pashia, 2012). With the new

In addition, they have always had a focus on providing superior customer service and personalizing their guests’ experiences. In fact, they pride themselves on their extremely attentive service which includes a 2:5:1 staff-to-guest ratio. They have a true integrative-care model, and therefore want the Canyon Ranch experience to be customized to their customer needs. Management is strongly committed to this initiative of providing an unparalleled standard of customer service. In terms of CRM, they are keenly aware of the potential that customer data offers, as well as the risks of not using it properly. For example, Canyon Ranch executives believe that if properly integrated, the Health and Healing Department could offer important synergies with other departments. A CRM strategy will enable Canyon Ranch to deepen their relationships with their customers, therefore providing an unprecedented level of customer service, as well as a competitive advantage.

Although the business has a website with a widget that allows visitors to be added to the company’s mailing list, there is no in-house practice of obtaining customer information, request of online customer satisfaction participation or web follow-up. Finally, most marketing and business promotion is done mostly via word of mouth and in local newspapers.

In depth planning comes to life at any opening of a Ritz-Carlton location. The process of strategic planning and managing is in high action when a venue opens for the first time at the Ritz-Carlton. A “seven-day-countdown control plan” is synchronized (Partlow, 1993) to where top executives and other senior leaders personally instruct

Customer service must satisfy the needs of the customers to ensure a service companies’ quality is maintained.

Customers are the backbone of every business which is why building a solid relationship is essential to the success of every business. In order to remain competitive companies must be able to meet the needs and wants of their customers. With new hotels and casinos on the rise in the Caribbean, the hotels and casinos operated under Diamond Cluster Entertainment are struggling to remain competitive. Their competitors are making themselves known via social media and other online marketing strategies. This company is ignoring the importance of social media which is why they are struggling to remain competitive and build a solid relationship with their loyal customers. Their competitors are also investing in loyalty programs that offer customers free rooms, room upgrades, casino credits, and other perks.

 Wayfair is another company focusing on the customer experience. While automation handles much of the customer experience, a cadre of educated customer service associates are on hand to deliver original, unique problem solving to customers. In addition, there are even plumbers and electricians on hand to answer detailed questions in those areas. Finally, the customer will typically deal with a single customer service associate throughout the entire process, allowing associate "ownership" throughout the entire customer experience.

Hilton Hotels is one of the biggest players in the hospitality industry with over 2900 (as of September 2007) hotels worldwide consisting of numerous brands and products. The hospitality industry is service centered and highly competitive. The challenge for Hilton is to create and deliver value better than its competitors. Hilton understand that it is important to improve customer experience and build strong relationships with the customers. Hilton Hotels adopted a Customer Really Matter (CRM) strategy out of necessity to cater for

The Ritz Carlton runs in a way that makes every single detail about the consumer and the consumer’s needs, wants, and expectations. Every decision that they make they make with the consumer in mind. They essentially are selling unsurpassed service to their patrons. The Ritz Carlton is very well-known for providing consistent service to its patrons in each of its locations throughout the world. They provide guests with high quality customer service, utilizing their Gold Standards for customer service, which include its credo, motto, employee promise, three steps of service, and the twelve service values. The three steps of service are fairly basic, however many companies overlook them,

There are several organizations that have competitive advantages in the industry. However, one familiar organization that has maintained its competitive advantage in its industry is the Ritz-Carlton hotel. Founded in 1983 and headquartered in Chevy Chase, Maryland, United States of America, Ritz-Carlton is regarded as one of the best in the hotel industry and has received several accolades for great customer services (Ritz-Carlton Hotels & Resorts, n.d.). Nevertheless, to fully understand its competitive advantage in the industry, it is essential to analyze its modus operandi. The Ritz-Carlton hotel management understands the value of employees; so ultimately investing in