Essay about Ritz Hotel

2760 Words12 Pages
Executive Summary
This essay looks at the Ritz-Carlton hotel operations, marketing strategies and service qualities. The essay will also include the transformational process model (including inputs and outputs) like shown in the Hospitality Operations A system approach book by Ball et al. (2003), also market segmentation, differentiation and position in the market. The information was obtained from different literature such as academic journals and topic related books.

RITZ-Carlton Operations
By using the transformational process model which is shown below (input-transformation-output) will illustrate the range of operations in Ritz and how they can be described.
(The model)

Transformational process model is used to
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This is suggested from the ‘Nancy and Harvey Heffner’ experience. ‘When the couple’s son became sick hotel staff brought him tea at all hours of night.’ This implies that all departments (restaurant, reception, room service) were involved and worked very closely with each other to provide this service.
The feedback is very important part in the transformational process as it allows continues improvement to be made after receiving customers’ feedbacks. This therefore will inevitably minimise any complaints in the future. The examples of collecting feedback from the customers can be by surveys of departing guests, comment cards, telephone surveys, oral feedback between the customer and the staff. ‘Some 94% report that they’ve had a truly memorable experience.’ (case study)

In hotel operations there is a balance between the facilities and staff as one cannot function without another. When looking at the model above, the transformation processes such as materials, information and customers are closely connected with the nature of its transformed input resources. Ritz-Carlton’s operations, processes their materials such as food, linen etc. in order to give services such as food serving in the restaurant to satisfy the customers. They also process and store the information in order to do the bookings, store customers’ details etc. The customer processing in Ritz is the storing or accommodating of
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