Ritz Carlton - Master of Customer Satisfaction

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EXECUTIVE SUMMARY Ritz-Carlton (RC) has created the standard for a customer experience that is unparalleled, as the organization has won the Malcolm Baldrige National Quality Award twice.2 RC focuses its efforts on three ideals: building hotels in desirable locations, creating spaces that appeal to the needs of customers, not only today but in the future, and creating a sticky customer relationship. Historically, RC has opened stand alone hotels; however, RC has begun a venture with real estate developer Millennium Partners (MP), in which RC is responsible for hiring the staff, managing the hotel, and generating revenue. Revenue is a critical indicator of success for any hotel; however, RC believes that when the three ideals are met through providing the luxury experience to customers, the bottom line will take care of itself. Brian Collins, manager of hotels for MP, has voiced doubt that RC’s traditional hotel opening processes will be effective in achieving the standards of MP. Areas of Concern as Identified by Collins3 Rushing the training program by limiting it to seven days limits growth of employees. Ensuring that RC’s training is forward-thinking. Limiting potential revenue by having slow growth for occupancy rate. The strong organizational structure of RC has and continues to build affective commitment in employees and customers, and creates a customer experience that is unrivaled. After examining the facts, we have determined that the “Seven Day Countdown” (the Countdown) needs to remain part of the foundation of the companies training program; however, RC should consider enhancing the training in order to contribute to a smoother hotel opening. Summary of the Recommendations Extend the Countdown by one day to include job shadowing. Extend the Countdown by two additional days to include a “Soft Opening.” Accelerate the increase in occupancy

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