Chapter 3: Case Title: Making You Say Wow Submitted To Dr Masudur Rahman Professor Faculty of Business Studies Department of Marketing University of Dhaka Submitted By Group C SN 1 2 3 4 5 Name Sharna Rubaiya Md. Yameen Hossain Md. Ridwanul Arafat Samara Salsabeel Khan Md. Samin Salakin ID 41222052 Batch 22nd 22nd 22nd 22nd 21st 41222074 41222045 41222027 41221073 Date of Submission: 01st December‚ 2012 Case Summary: Making You Say Wow Culture is the full range
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The Ritz-Carlton Case Study Few brands attain such a high standard of customer service as the luxury hotel‚ The Ritz-Carlton. The Ritz-Carlton dates back to the early 20th century and the original Ritz-Carlton Boston‚ which revolutionized the way US travelers viewed and experienced customer service... What the other organizations could learn from Ritz-Carlton Hotels would be to hire the „right people for the right job‟‚ i.e. servicing. If an organization hires people who are not the cultural fit
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Customer Relationship Management Report Ritz Carlton Table of Contents Title Page Introduction ----------------------------------------------------------------------------- 3 Literature Review----------------------------------------------------------------------- 3 Methodology------------------------------------------------------------------------------ 4 Critical Analysis------
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* This case is about Ritz-Carlton * Founders are Caesar Ritz and August Escoffier * The Ritz-Carlton hotels are luxurious‚ elegant and formal * They provide exemplary customer services * There motto is “We are Ladies and Gentlemen serving Ladies and Gentlemen” * Diana Oreck is the vice president of Ritz-Carlton Q1: Using Exhibit 3-2 and information from this case‚ describe the culture at The Ritz-Carlton. Why do you think this type of culture might be important to a luxury hotel? What
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exceptional CRM programs are The Ritz-Carlton‚ Neiman Marcus‚ and The Buckle. The Ritz-Carlton is a prime example in demonstrating how a business can use the data generated by their
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The Portman Ritz-Carlton: Setting up our Ladies and Gentlemen for Success Prior to 1998‚ The Portman Shangri-La Hotel in Shanghai was a five-star property much like any other in the city. Employee and guest satisfaction ranged between 70 and 80 percent‚ and finances were unspectacular. But after Mark DeCocinis and The Ritz-Carlton took over management of the hotel in early 1998‚ employee satisfaction soared‚ guests were much happier‚ and finances improved. In just a few years‚ then General Manager
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HRM Individual Assignment 2 –Ritz-Carlton Hotels Introduction: The Ritz-Carlton Hotels was primarily a management company operating 38 hotels and resorts across the globe by the end of 2000. The primary growth strategy for the Ritz-Carlton Hotels is to obtain management contracts for new hotels and resorts around the world. One of the important processes of the new hotel opening process is to staff the hotel. In order to hire the right person for their company and hotel‚ they have specific selecting
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many multinational companies face a constant shortage of talent and high employee turnover the Portman Ritz –Carlton Hotel has been able to attract‚ develop‚ and retain high quality talent to deliver excellent customer service and ensure profitable growth. After the terrorist attacks on the World Trade Center on September 11‚ 2001‚ international business travel saw as the Portman Ritz-Carlton‚ which catered mostly to business travelers‚ a decline in occupancy was inevitable and it was immediate
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President and Chief Operations Office of the Ritz-Carlton Hotel Company‚ which is one of the Choice Hotel chains. As one of the original founders‚ Mr. Humler helped create the Credo and Motto for which the company has been known for 30 years. It is a daily reminder and guiding principle for how the hotels he oversees should be operated and the way the 35‚000 ladies and gentlemen of the company should be treated. Humler still utilizes The Ritz-Carlton (original) Credo as his roadmap to success‚
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CASE APPLICATION (Making You Say Wow). 1. Using Exhibit 3-2 and the information from this case‚ describe the culture at the Ritz-Carlton. Why do you think this type of culture might be important to a luxury hotel? What might be the drawback of such a culture? We can describe the culture at the Ritz-Carlton by looking at their ‘Gold Standards’ as the foundation of customer service that put the guest like royalty. This new customer service philosophy implemented in mid-2006 that encompass values
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