Evaluate Ritz-Carlton’s success in closing the service quality gaps from the casestudy.Answer should not be less than 600 words. Thank you for your afford. We had never stayed at a Ritz-Cartlon before, but because we were celebrating our25th wedding anniversary, we decided to do something extra special. Upon ourEXCEPTIONAL QUALITYSeveral years ago the Ritz-Carlton did a complete evaluation of the quality of servicearrival, our room was a bit warm on the first night of our stay. We shared this withthroughout the entire organization. Mr. Cayuela noted that at the core of their qualitythe front desk, and they kindly replaced the thermostat in our room. The next day,the room was still warm, so our conclerge took the Initlative to show us two roorns,improvements was a commitment to innovate, document results, and then documentand then let us choose the room that we liked the most. We happily chose the colderthe processes that deliver the greatest outcomes.room, and a Gentleman helped us move our luggage to our new room.He further observed that maintaining focus is essential to delivering exceptionalA couple of days later, when I asked our concierge about how they use thequality. It's easy for an organization in today's business climate to chase the latest"Mystique" to deliver great service, she reminded me of the issue we had with ourfad, shift from one priority to the next, and pursue the flavor of the month. But theroom. "We know you like a cool room," she said. "In fact, we showed you two rooms,Ritz-Carlton understands what's important to its guests. In Mr. Cayuela's words, thethe first of which had a nicer view, but you chose the other room because it wastop three priorities of guests are:colder. If you had to choose between a cool room and a better view, you wouldA clean roomchoose the cooler room." Then she added, This information is now in 'Mystique,and if you were ever to stay at a Ritz-Carlton in the future, our team would know your• Timely serviceroom preference, no matter which hotel you stay at in the world. We would do ourDelivering on promisesbest to give you a room with a great view, but ensuring the room is cool is the firstAn unwavering focus on these priorities creates what's known as the "Ritz-Carltonpriority."Mystique." The "Mystique" is the legacy of the Ritz. It's the combination of emotionExceptional quality is also seen in Ritz-Carlton's attention to detail, regardless of howand tradition to deliver memorable experiences for guests. Mr. Cayuela told me thatsmall or how insignificant it might seem. When we checked in, chocolate coveredthe Mystique began when Mr. Cesar Ritz set out to create a hotel that would "wow"strawberries were delivered to our room in honor of our anniversary. On anotherroyalty in Europe. In that day, most hotels had restrooms down the hall, shared byoccasion, when we stepped onto the elevator to head upstairs, a Gentleman frommultiple guests. Ritz had a different vision: to put restroom's in every guest's room.the Ritz also entered the elevator to head to a different floor. On the way up, theThat was the beginning of legendary service that focused on the needs and desireselevator stopped to pick up more guests. Space was limited, so what did theGentleman working for Ritz-Carlton do? He stepped off the elevator to make roomfor more guests..even though he hadn't arrived to his floor. A small, simple gestureof guests. Rather than focusing on everything, Ritz focuses on its highest priorities.of hospitality.To manage the "Mystique," the Ritz uses a CRM (customer relationshipmanagement) system - also called "Mystique". When I asked one employee for anWe were also amazed at how well each Lady and Gentleman remembered ournames. They didn't slowly learn our names as our time progressed. From the veryexample of how they maximize their CRM, she said that the preferences of a guestfirst day, until the time we checked out, we were greeted by name and with a smile.are noted in the system. Let me give you a personal example.The biggest surprise came toward the end of our stay. At the end of my conversationwith Mr. Cayuela, he asked, "Have you ever been to Cancun before?No" I said. This Is our first time." "Have you ever stayed at a Ritz-Carlton?" he asked. "No" Isaid. "We're celebrating our 25th wedding anniversary, so this is something veryspecial for us." Then he asked where we had eaten dinner since we arrived, andwhat our plans were for the evening. I told him where we had eaten, and that wehadn't made plans for that evening yet. What he sald next shocked me. "We havetwo five-star restaurants on our property, and you can't leave until you eat at one ofthem. I want you to be my guest."My eyes were as big as saucers. "I'll let the concierge know," he said, "and she'llmake reservations for you at the restaurant of your choice." I couldn't believe what Iwas hearing. I expréssed my thanks over and over, and that evening was a veryspecial celebration for Karen and I. The food and service were outstanding, and Mr.Cayuela's kindness and generosity was completely unexpected. That "Wow"experience is just one example of how the Ritz-Carlton specializes in unique andmemorable moments for their guests.

The success story of the Ritz Carleton's closing in service quality. She makes the complete…

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Business

Management

Evaluate Ritz-Carlton’s success in closing the service quality gaps from the case study.

Understanding Business

12th Edition

ISBN:9781259929434

Author:William Nickels

Publisher:William Nickels

Chapter1: Taking Risks And Making Profits Within The Dynamic Business Environment

Section: Chapter Questions

Problem 1CE

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