Quality at the Ritz-Carlton Hotel Company

541 Words3 Pages
Quality at the Ritz-Carlton Hotel Company 1. In what way could the Ritz-Carlton monitor its success in achieving quality? The best way to monitor quality is taking surveys, survey could be used to collect data about customer’s experience. Also, management can keep an eye on the trends to see if there is a decrease or an increase in the number of customers served or if the hotel's popularity is getting low. An increase would show that customers are highly satisfied and that the hotel is doing a better job of meeting its expectations. The quality of internal operations can now be monitored based on the 19 processes that were studies, measured and quantified. 2. List and describe two non-financial measures Ritz-Carlton can use track customer satisfaction. The best measures of customer satisfaction is through the use of surveys. One useful measure would be comparing the percentages of new business and repeated business to prior years. If they notice there is less repeat business it would likely be the result of unsatisfied customers. 3. Why might it cost the Ritz-Carlton less to “do things right” the first time? There are high direct costs involved in fixing mistakes. Specially in the service industry, those mistakes can cause a huge loss of future revenue. When dealing with high-end clientele, they are likely to have fewer customers than a mid-level hotel. Therefore, the loss of just a few customers could cost them a lot. In this technology era, everyone is well connected and it is very easy to spread word quickly. A bad experience for one guest, could mean that hundreds of people find out and choose your competitor instead. It would also cost the marketing department more money to attempt to replace those customers and fix any issues. On top of that, they may even have to use more promotional rates to attract new clients which also yields less revenue. So
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