the ritz carlton case study
TRANSCRIPT
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What is The Ritz Carlton?
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GOLD STANDARDS
o The Credoo Mottoo Three Steps of Serviceo Service Values o The 6th Diamondo The Employee Promise
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MOTTO“We are Ladies and Gentlemen serving Ladies and Gentlemen.”
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SERVICE VALUES
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THE EMPLOYEE PROMISE
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Ques. 1 : How does The Ritz-Carlton match up to competitive hotels? What are the key differences?
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EMPLOYEE EMPOWERMENT
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ADVERTISEMENTS
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SOCIAL MEDIA
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Ques 2. Discuss the importance of wow stories in customer service for a luxury hotel like The Ritz-Carlton.
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• The Gold Standards• Customer comes first• Employee Empowerment
and Training• Marketing Campaigns• The Wow Stories.
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Prepared By Anchit Ahuja, during an internship under Prof Sameer Mathur, IIM Lucknow.