This website uses cookies to ensure you have the best experience. Learn more

Ritz Carlton Essay

2968 words - 12 pages

Table of Contents
1.0 Executive Summary 2

2.0 Introduction 3

3.0 Brief Description of the Company 4

4.0 Analysis of Customer Relationship Marketing Strategies 5
4.1 The Value Proposition of Ritz-Carlton 5
4.2 The Concept of Experience Economy 6
4.2.1 The "wow effect" of the Company 6
4.3 Four Tier Customer Pyramid 7
4.4 Customer Relationship Management 8
4.5 Customer Complaint and Gap Model 9

5.0 Conclusion 10

6.0 Recommendation 11

7.0 References 12

1.0 Executive Summary
The purpose of this report is to analyze the relationship marketing strategies by selecting one service organisation from certain industry and suggest five ...view middle of the document...

The objective of the report is to analyze how the company conducts its customer relationship marketing strategies in order to create value for customers and retain their loyalty instead of gaining profit.
The name of the hotel started with the birth Cesar Ritz in Switzerland in 1850. Cesar Ritz is known as the "king of Hoteliers" in Europe who opened three luxurious hotels. Early of the 20th country, there are several Ritz-Carlton Hotels built in the North America. In 1983, William B. Johnson acquired the name of the hotel from the previous owner and today, it is part of the hotel giant Marriott International, which operating under the company's luxury segment. (, 2014)
The objective of Ritz-Carlton Hotel is to provide the finest personal service and facilities to ensure a comfortable environment for their guests. They also enliven the senses, instills well-being, and fulfills the unexpressed wishes and needs of customers. Therefore, the genuine care and comfort of guests is their highest mission.

3.0 Brief Description of the Company
The Ritz-Carlton Hotel form a luxury hotel chain, which parented by the Ritz-Carlton Hotel Company. The Ritz-Carlton is the only company which won two Malcom Baldrige National Quality Awards in the years of 1992 and 1999. Instead of this large achievement, the hotel company also has been featured on Zagat Survey Top Lists for dining, hotels and service.
The Ritz-Carlton Hotel focused on three steps of service which are the warm and sincere greeting (use the guest's name), anticipation and fulfillment of each guest's needs and fond farewell (warm good-bye). (, 2014)
Instead of spending more expenses on luxurious facilities and equipments, the employees of Ritz-Carlton is investing their time and creativity to create new and better alternatives to enhance customer experience. This is the organisational culture which performs within the company in order to sustain its long-term success and gain competitive advantage in the hospitality industry. Throughout this organisational culture, employees have the development space to contribute their efforts to their company with talents and potential skills which also reduce the spending costs of the company.

4.0 Analysis of Customer Relationship Marketing Strategies
4.1 The Value Proposition of Ritz-Carlton
The value proposition is the benefits and values that a company delivers to its customers. A company with good value proposition able to stand out from the crowd of competitors in the market by gaining competitive advantages.
The Ritz-Carlton Hotel is adopting the customer intimacy as their value proposition model as the company focused on customer relationship by communicating and delivering the product and service experience to the customers. Nowadays, the customer needs are difficult to be identified by the company as they are looking at the qualities of the services and not only the products offered. Customers do not mind to...

Other Papers Like Ritz Carlton

Ritz Carton Essay

1583 words - 7 pages Ritz-Carlton Hotel Co. and Supplement Case Study & Presentation The Ritz-Carlton Experience Service is very important aspect in doing business in the hospitality industry. Basically, the Ritz-Carlton is selling a service. They show their service philosophy to new employees on the first day of orientation “We are not is the hotel business. The hotel business is about selling rooms, selling food, selling the bar

Southwest Essay

2856 words - 12 pages 第十五屆決策分析研討會 The Malcolm Baldrige National Quality Award Case Study: Ritz-Carlton Hotel Company, L.L.C. Chakrit Chansukko William Firman Ha Tuan Anh Abstract The Malcolm Baldrige National Quality Award framework is probably the best-known excellence award model, and the world’s most widely used excellence framework for self-assessment. The criteria are designed to help organizations improve their competitiveness by focusing on two goals

Site Inspection for Event Planning

1292 words - 6 pages held at The Ritz-Carlton Grande Lakes Hotel, in Orlando, Florida. For guests who will be traveling to the wedding, by way of the airport, will have the option of using the hotels airport shuttle at a cost of $45 roundtrip. The distance from the Orlando International Airport to the hotel is approximately 12.2 miles, estimating 17 minutes in travel time. Area attractions, such as theme parks are located within a 15 mile distance, estimating a 20

The 2009 Jakarta Bombings Paper

1433 words - 6 pages The 2009 Jakarta bombings paper 563 7/25/2016 Danielle Kelley The 2009 Jakarta bombings paper Introduction The Jakarta Marriot International and Ritz-Carlton Bombings were tragic events that took place. That left that many victims, business owners also first responders with physical wounds but also mental. These attacks have shown that strategies needed and should


1330 words - 6 pages  La Rotonda. Nearer the shore, there is a small fourth island, Isca, and finally, midway between Li Galli and Isca, there is a prominent rocky outcropping that juts above the water, Vetara. Ritz-Carlton Shanghai, Pudong, China The Ritz-Carlton Hotel Company, L.L.C. is the parent company to the luxury hotel chain, The Ritz-Carlton Hotels. Ritz-Carlton operates 84 luxury hotels and resorts in major cities and resorts

Starbucks Challenge

4229 words - 17 pages culture, as did star customer advocate Horst Schulze, the long time president of the | | |Ritz-Carlton who recently stepped down. | | |"It is perfectly feasible | | |to reconcile bottom-line imperatives

Porter's Model Global Hotel Industry

282 words - 2 pages the market has caused an overrated expansion on the capacity and strength of the leaders. Supplier Power is low because: • There are different categories of suppliers of products and services in the hotel market supply market so they are segmented and don’t have much power by themselves. • However they have a strong and good relationship with the hotels (ex. Ritz Carlton alliance with Bulgari) and this helps the Hotels to gain Competitive

Quantifying The Contributions Of Human Resources Management To Overall Organizational Effectiveness. (How Human Resources Can Contribute In Creating A Competitive Advantage For The Company.)

1051 words - 5 pages organizational goals, by monitoring the performance of specific functions over time. This method was developed by David Kaplan and Robert Norton and outlined in their 1996 book, "The Balanced Scorecard". (Balanced Scorecard, 2008).One company that has used such an approach is the Ritz-Carlton hotels. As part of the "Internal Business Process" part of their scorecard, the hotel chain conducts daily and monthly performance reviews, an HR activity, to help


843 words - 4 pages . Paillard. Two years after that he founded the culinary magazine L'Art Culinaire in Paris. On June 5, 1898 the Hotel Ritz in Paris opens with Escoffier running the kitchens, that he organized himself. The Hotel Ritz was a success. A year later Ritz and Escoffier returned to London to complete the Carlton Hotel and open it on July 1, 1899. Once again Escoffier ran the kitchens, only this time he stayed until 1920. Between 1899 and 1920

Management Assignment

2149 words - 9 pages peculiar to the firm or due to changes in the general environment. Critically assess all of the factors behind Portman Ritz-Carlton’s success and explain why they have been able to bring forth such a level of success. The key successful factor behind Portman Ritz-Carlton is the people. The general manager of the hotel has said that their priority is taking care of their people. They always keep their promises to the employees every day. The

Workplace Supervision

1882 words - 8 pages they are selling is better than the next brand, but because they sell you that product with an extra something that you really makes you feel good and makes you want to keep coming back to buy from them. If customer service wasn’t so important then why do companies like Chic-fi-la, Starbucks, Ritz Carlton & Apple spend millions of dollars to make sure that their employees are well trained in their customer service model approach, because it is very

Related Essays

Ritz Carlton Management Objectives Essay

1271 words - 6 pages Ritz Carlton Management Objectives & Goals Dwight Torres American Military University Abstract Ritz Carlton hotels are considered to be the leader in the luxury line of fine hotel accommodations. We will use online and offline references to explore and research how this came to be. We will consider the history, leadership, and management of the hotel brand in order to better understand their current position in the industry. In

The Ritz Carlton Case Essay

3388 words - 14 pages   2   Introduction For the opening of The Ritz-Carlton hotel in Washington D.C. the company once again aims to achieve an excellent standard of service quality. Their excellent service is one of the main strengths and the company highly values its employees, recognizing them as one of their most important resources. The following paper will provide a thorough analysis of the case using theories that could help the Ritz-Carlton deciding

Ritz Carlton Case Essay

382 words - 2 pages Title Page Course – MKTG 6300 Fall 2007 Service Marketing Student Name: Maria E. Kobayashi Individual Case Analysis Individual Case Summary: Ritz – Carlton Hotels 1. Key issues Ritz – Carlton (RC) wants to be perceived as the premier luxury hotel, with differentiated and personalized service, high levels of guest retention and guest recovery rates, and low levels of service defect incidence. The group wants to

Ritz Carlton’s Human Resource Management Practices And Work Culture

1801 words - 8 pages University Centre “César Ritz“ Ritz-Carlton’s Human Resource Management Practices and Work Culture Submitted on Wednesday, 10th December 2008 by: 182538 182520 182515 Word Count: 1.575 Submitted to: Mr G. Cocker MGT 351 Organizational Behaviour Executive Summary: • The first Ritz-Carlton opened in 1898 in Paris and since then a lot of changes took place which