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Customer Service

Student’s Name

Professor’s Name
HOSPITALITY 2

Customer Service

Ritz Carlton Hotel Company operates 81 luxury hotels in 27 countries. Employing

approximately 38,000 staff members, the organization has a longstanding history of outstanding
service, which is considered to be a model for many hotel industries. Ritz Carlton is enthusiastic
about premium guest treatment, no matter what their status is, they are given the surety of
receiving best of the best service. The key to Ritz's outstanding customer satisfaction resides in
its strict adherence to its Gold Standards, which have been defined from the outset. Those
principles include the philosophy and ideals of the company and include the Motto, the Credo,
the Three Steps of Customer Service, the emphasis of Service and the Employee Promise. Rather
than being private formulas, the principles of Ritz appear on the website of the hotel, so that
anyone taking an interest can understand the concept of service of the company. Their motto is
no doubt the most prominent element of the Gold Standards. Employees apply this method to
connect with tourists and colleagues. The Staff must address the Ritz-Carlton guests with great
respect and behave in the same way with their fellow co-workers. With its Credo, the corporation
is committed to providing the finest personal service and facilities for guests who will always
enjoy a nice, comfortable and elegant environment. Employees are committed to meeting even
the unspoken needs of their guests. Similarly Ritz's Twelve Service Values encourages members
of staff that sincere hospitality is the result of long-term commitment by employees who carry
out their duties with enthusiasm and pride.
HOSPITALITY 3

REFRENCES
Akan, P. (1995) ‘Dimensions of service quality: a study in Istanbul.’ Managing Service Quality,
5(6) pp. 39-43.

Anderson, E. W., Fornell, C. and Lehmann, D.R. (1994) ‘Customer Satisfaction, Market Share
and Profitability.’ Journal of Marketing, 56 pp. 53-66.

Bardi, J. A. (2007) Hotel front office management. 4th ed., New Jersey: John Wiley & Sons.

Barsky, J. D. (1995) World-class customer satisfaction. Irwin Professional Pub.

Barsky, J. D. and Labagh, R. (1992) ‘A strategy for customer satisfaction.’ The Cornell Hotel
and Restaurant Administration Quarterly, 35(3) pp. 32-40.