Summary: The Ritz-Carlton is an up scale luxury hotel with over the top standards for customer service. They have revolutionized the way people perceived a luxury hotel and was the first to offer such outstanding customer service. “Ritz-Carlton in Boston was the first of its kind to provide guests with a private bath in each guest room, fresh flowers throughout the hotel, and an entire staff dressed in formal white tie, black tie, or morning coat attire” (Kotler, 379). The organization focuses on all aspect of customer service with impeccable accommodations which is why they have achieved and are a five-star hotel today. They train their employees on a proven organizational concept of service and values. These cover areas like how to
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This is because of their loyal customer base and their marketing strategy.
Vulnerability:
One vulnerability is having a limited market base in this area of service. Providing services in a luxury hotel such as the Ritz-Carlton is not cheap and that is why the market is considered limited. Second vulnerability is the possibility of over stating the luxury or service and falling to meet that expectations of the guest. Expectations of this organization are high. Third vulnerability is guest security because in todays environment providing good security is a challenge for all businesses.
Recommendations:
One recommendation is continuing to monitor guest feedback which will help with services and branding goals.
Second recommendation is to increase facility security in area around the world that need
It, plus to support and protect guest and organizational assets.
Third recommendation is to continue with their rebranding efforts to appeal to the
Millennials, because they are the future and they do like to be (in my opinion) …show more content…
They have proven this over the years by setting the industry standards for high quality service applicable to a five-star facility and service program. They have shown their level of commitment to service by one of the stories in the book about a guest having a food allergy and the staff having special food flew over 1000 miles to their hotel. This is not the only story about how they cater to their customers, but one of many people have written about for papers and news letters. I am all for superior customer service and I enjoy
This is because of their loyal customer base and their marketing strategy.
Vulnerability:
One vulnerability is having a limited market base in this area of service. Providing services in a luxury hotel such as the Ritz-Carlton is not cheap and that is why the market is considered limited. Second vulnerability is the possibility of over stating the luxury or service and falling to meet that expectations of the guest. Expectations of this organization are high. Third vulnerability is guest security because in todays environment providing good security is a challenge for all businesses.
Recommendations:
One recommendation is continuing to monitor guest feedback which will help with services and branding goals.
Second recommendation is to increase facility security in area around the world that need
It, plus to support and protect guest and organizational assets.
Third recommendation is to continue with their rebranding efforts to appeal to the
Millennials, because they are the future and they do like to be (in my opinion) …show more content…
They have proven this over the years by setting the industry standards for high quality service applicable to a five-star facility and service program. They have shown their level of commitment to service by one of the stories in the book about a guest having a food allergy and the staff having special food flew over 1000 miles to their hotel. This is not the only story about how they cater to their customers, but one of many people have written about for papers and news letters. I am all for superior customer service and I enjoy