Ritz Carlton Case Study

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RITZ CARLTON CASE STUDY The Millennium Group is concerned the Ritz-Carlton’s Seven Day Countdown employee training program is preventing the hotel from maximizing their occupancy. I think it is important to not forget the business model for Ritz Carlton which has two main focuses: the individual traveler and the meeting event planners. Meeting event planners were seen as “the vital few” customers’. These accounted for 40% of annual sales. These are crucial to the propagation of the business because the meeting event planning funds the functionality of the hotel, while the individual traveler serves towards profit. On the other side, the business model for Millennium is on residential living and the “residential experience”, with an expansion to well managed hotels for “luxury living”. The Millennium partners believe that “height, light and views” are what sell apartments as well as “great service”. Now, looking at the year 2001 financials table, I can see that the hotel finished the year with a 65.3% occupancy rate; this may indicate profit, due to the occupancy rate being above the “breakeven 60%”. From this I can deduct that the Seven Day Countdown program is quite successful in training the employees to a profitable degree, but some loss is still encountered. This means that the employees training program is not successful enough to transform those 5% of dissatisfied customers in happy customers, and to achieve the desired 88% occupancy. Although, the Seven-Day Program was a worldwide best practice for Ritz Carlton, and after years of turning profits, the hotel would have little reason to seek a change especially since program was an efficient and quick use of time, I think this time a change in the length of the training program is a

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