The Ritz Carlton - Service Quality Essay
The Ritz Carlton features luxury hotels and five-star resorts worldwide: from America to the Middle East, and from Europe to Asia. With an unshakeable credo and a corporate philosophy of an unwavering commitment to service, the hotel has won countless rewards and has been recognized with numerous awards for being the gold standard of hospitality.
QUESTION 1: Most people see a Ritz Carlton hotel as a swanky building on a prime site, such as London’s Picadilly, but is the structure the essence of the hotel chain’s success?
Whereas a product marketer works with tangible products: things that can be tasted, heard and seen in advance – a service marketer does not. As is clear of the manual (Kotler P, …show more content…
Succesful service companies focus their attention on both their customers and their employees. They understand the service-profit chain: satisfied employees deliver high service quality, which then creates satisfied customers. Satisfied customers, in turn, create sales and profits for the company.
As a result, Ritz Carlton’s employees appear to be just as satisfied as its customers are. Employee turnover is less than 30 percent a year, compared with 45 percent at other luxury hotels.
QUESTION 3: Even the Ritz does not charge €2000 to stay, so how can the company justify allowing employees to spend up to €2000 to redress a guest grievance?
With their costs rising