case study
The Ritz-Carlton Hotel Company Case Study Journal
Ritz-Carlton is a luxury and successful hotel company in the world. The brilliant reputation of Ritz-Carlton hotel company not only come from the luxurious surroundings but also its outstanding and high efficient customer service. A excellent customer service can create customers loyalty and strengthens competitiveness. Ritz-Carlton makes the best effort to satisfy every customer which is one of the basics “never lose a guest”.
In order to provide excellent customer service, employees need to complete training before they begin to work. There are many Ritz-Carlton basics which provide the guidance for employees. When each one of employees receive a complaint, employees need to solve the problem rapidly to make consumers satisfy and record the problem. It can make consumers feel important and be understood. Besides, employees need to smile and give a positive eye contact. Also, proper vocabulary like “good morning”, “my pleasure” are used toward guests and workmates (Sucher & Mcmanus 2005). Employees in Ritz-Carlton give warm greeting to the guests which make people to feel welcome. Furthermore, different individual guest preferences are recorded by employees for giving consumers the best service which make customers to feel important and to be comfortable (Sucher & Mcmanus 2005). Ritz- Carlton states that the most importance is to provide a satisfying and comfortable customer service (Mills, Rudd & Flanegin 2009).
In Pier Sim, employees will give a warm greeting and smile when consumers come in De Bella coffee to make them to feel welcome. In De Bella coffee, the decoration is simple but elegant with calming music that customers can feel comfortable in the shop. Employees will ask what kind of taste the customer prefer and introduce some special drinks or coffee before consumers order. Membership cards are given to customers and employees should remember some taste of customers that customers feel important
Ritz-Carlton is a luxury and successful hotel company in the world. The brilliant reputation of Ritz-Carlton hotel company not only come from the luxurious surroundings but also its outstanding and high efficient customer service. A excellent customer service can create customers loyalty and strengthens competitiveness. Ritz-Carlton makes the best effort to satisfy every customer which is one of the basics “never lose a guest”.
In order to provide excellent customer service, employees need to complete training before they begin to work. There are many Ritz-Carlton basics which provide the guidance for employees. When each one of employees receive a complaint, employees need to solve the problem rapidly to make consumers satisfy and record the problem. It can make consumers feel important and be understood. Besides, employees need to smile and give a positive eye contact. Also, proper vocabulary like “good morning”, “my pleasure” are used toward guests and workmates (Sucher & Mcmanus 2005). Employees in Ritz-Carlton give warm greeting to the guests which make people to feel welcome. Furthermore, different individual guest preferences are recorded by employees for giving consumers the best service which make customers to feel important and to be comfortable (Sucher & Mcmanus 2005). Ritz- Carlton states that the most importance is to provide a satisfying and comfortable customer service (Mills, Rudd & Flanegin 2009).
In Pier Sim, employees will give a warm greeting and smile when consumers come in De Bella coffee to make them to feel welcome. In De Bella coffee, the decoration is simple but elegant with calming music that customers can feel comfortable in the shop. Employees will ask what kind of taste the customer prefer and introduce some special drinks or coffee before consumers order. Membership cards are given to customers and employees should remember some taste of customers that customers feel important