Presented to, Presented by:

Prof.Puja kunwar Pravesh Kaswa

Damodar Ghimire
Bibek Saha
Sana Lakhani
Nagma Saikh
 Introduction
 Company profile
 Review on the case
 Question answers
 News
 HEADQUARTERS:
 4445 Willard Avenue, Suite 800
Chevy Chase, Md. 20815,
United States
Phone: (301) 547-4700
Reservations: (800) 241-3333

 NUMBER OF HOTELS:
91 hotels worldwide in 30 countries and territories: Aruba,
Austria, Bahrain, Canada, Cayman Islands, Chile,
China, Egypt, Germany, India, Indonesia, Israel, Japan,
Kazakhstan, Malaysia, Mexico, Oman, Portugal, Puerto Rico,
Qatar, Russia, Singapore, Saudi Arabia, South Korea, Spain,
Thailand, Turkey, the United Arab Emirates, U.S. Virgin Islands,
and the United States.

 NUMBER OF EMPLOYEES: 35,000

 HISTORY:
Established in 1983 with the purchase of The Ritz-Carlton, Boston
and the rights to the name Ritz-Carlton. The company has grown
from one hotel to 91 hotels worldwide with plans for further
expansion in Europe, Africa, Asia, the Middle East and the Americas.
The Ritz-Carlton Hotel Company is an independently operated
division of Marriott International, Bethesda, Md.

 BRAND EXTENSIONS:
SPA DEVELOPMENT
GOLF
THE RITZ-CARLTON DESTINATION CLUB
THE RITZ-CARLTON RESIDENCES
LEADERSHIP CENTER

 AWARDS
The Ritz-Carlton Hotel Company L.L.C., which operates five-star
resorts and luxury hotels worldwide, has received all the major
awards the hospitality industry and leading consumer organizations
can bestow. The organization is the first and only hotel company
twice honoured with the Malcolm Baldrige National Quality Award
from the United States Department of Commerce.
 GOLD STANDARDS
Gold Standards are the foundation of The Ritz-Carlton Hotel
Company, L.L.C. They encompass the values and philosophy
by which they operate and include:

 The Credo
The Ritz-Carlton Hotel is a place where the genuine care and
comfort of their guests is highest mission.
They pledge to provide the finest personal service and
facilities for their guests who will always enjoy a warm,
relaxed, yet refined ambience.
The Ritz-Carlton experience enlivens the senses, instills
well-being, and fulfils even the unexpressed wishes and
needs of their guests.

 Motto
At The Ritz-Carlton Hotel Company, L.L.C., "We are Ladies
and Gentlemen serving Ladies and Gentlemen." This motto
exemplifies the anticipatory service provided by all staff
members.
 Service Values: I Am Proud To Be Ritz-Carlton
I build strong relationships and create Ritz-Carlton
guests for life.
I am always responsive to the expressed and
unexpressed wishes and needs of our guests.
I am empowered to create unique, memorable and
personal experiences for our guests.
I understand my role in achieving the Key Success
Factors, embracing Community Footprints and creating
The Ritz-Carlton Mystique.
I continuously seek opportunities to innovate and
improve The Ritz-Carlton experience.
I own and immediately resolve guest problems.
I create a work environment of teamwork and lateral
service so that the needs of our guests and each other are
met.
I have the opportunity to continuously learn and grow.
I am involved in the planning of the work that affects
me.
I am proud of my professional appearance, language and
behaviour.
 I protect the privacy and security of our guests, my
fellow employees and the company's confidential
information and assets.
I am responsible for uncompromising levels of
cleanliness and creating a safe and accident-free
environment.

 The Employee Promise

At The Ritz-Carlton, employees are the most important
resource in service commitment to their guests.
By applying the principles of trust, honesty, respect,
integrity and commitment, they nurture and maximize
talent to the benefit of each individual and the company.
The Ritz-Carlton fosters a work environment where
diversity is valued, quality of life is enhanced, individual
aspirations are fulfilled, and The Ritz-Carlton Mystique is
strengthened.
 Ritz-Carlton dates back to the early 20th century
revolutionized the way U.S travellers viewed and
experienced customer service and luxury in a hotel .
The hotel first provided guests a private bath in each
guest room along with that it provided fresh flowers
throughout the hotel and an entire staff dressed in
formal white tie , black tie , or morning coat attire .
The five star hotel provides impeccable facilities but
also takes customer service extremely seriously . Its
credo is , “We are ladies and gentleman serving ladies
and gentleman.”The Ritz-Carlton “pledge(s) to
provide the finest personal service and facilities for
our guests who will always enjoy a warm , relaxed ,
yet refined ambience.”
 The Ritz-Carlton trains its employees by three
steps and 12 service values. These three steps
are –
 a)Employee must use a warm and sincere
greeting always using the guests name.
 b)Anticipate and fulfil each guests needs.
 c)Give a warm good-bye again using guest’s
name.
 Every manager of the company carries a
laminated card with the 12 service values .The
hotel reinforces its mission and values to its
employees on a daily basis . Each day managers
gather their employees for a fifteen minute “line
up” and they discuss with them regarding any
problem and rest of the time they read and
discuss “wow stories”.
 “Wow story” is a thing where any employee
tells about his best effort to give service to a
customer and it also highlight one of the
twelve values. The same “wow story” of the
day is read to every single employee around
the world . e.g....
 The hotel measures the success of its
customer service efforts through phone
interviews , which ask both functional and
emotional questions. The company also takes
care off the day-to-day experiences to
enhance the customer satisfaction .
 For any company which deals with the intangible product or
say service, anticipating customer needs and fulfilling them
accordingly is must to withstand in competition. The Ritz
Carlton, a luxury hotel, has proved to be best in customer
service. Their commitment towards desired customer service is
the outcome of their qualified and trained employees. It is now
Ritz Carlton, only because they see them first from the customer
point of view, that’s how they give respect to their customer and
get too.
The management of the company has given autonomy for
it’s employees which has encouraged them to contribute their
best towards achieving maximum customer satisfaction. Unlike
other companies, briefing with the employees in the beginning
of the day enabled management to find deviation and exercise
control over it. Thus, the commitment of both i.e management
and employees has enabled the company to match up to
competitive advantages.
 Faith on it’s own values
 Proper training and development of the
employees.
 Employee’s participation( briefing)
 Customer needs anticipation and fulfillment.
 WOW story- as a motivator for employees.
 In this competitive world survival of any business is a big
question mark. Especially for the hotels that deals with
luxury customer service like Ritz Carlton where the success
depends totally on what unique and innovative way a
company can adopt to deliver it’s services. WOW story in
Ritz-Carlton is the key of it’s success. Every employee is
given freedom to spend up to $2000 on each customer, and
the employee is expected to serve their guests in their best
interest. This may encourage employee to give their 100% for
satisfying their guests. Everyday Wow stories are read among
all the employees and also communicated to every single
employees around the world. This will motivate employees to
give their best again. Thus , the strategy like WOW story
followed by Ritz Carlton can be the pillar for success of any
company.
 U.S News & World report recognizes Ritz-
Carlton hotels and resorts in best hotel
rankings.(29th Jan,2016).
 The Ritz Carlton announces Paradise Valley
Hotel.( 14th Jan,2016).
 The Ritz-Carlton celebrates International
Volunteer Day.(3rd December’2015).
 13 Michelin stars and new addition for
2016,The Ritz-Carlton ,Tokyo .(12th
Jan,2016).
 “The Grow House” At The Ritz Carlton.(1st
Oct,2015).
 Ritz Carlton is a company which has proved
to be the best in providing superior consumer
service. Apart from customer service , the
company is also concerned about employee
well being and their motivation through their
participation in it’s functioning . These things
are roots for the success of the company.