The Ritz-Carlton Hotel: The Quest for Service Excellence

Authors: Nelson M. Fraiman, Linda V. Green, Garrett Van Ryzin, and Aliza Heching
Columbia CaseWorks ID: 080203

Abstract:
This spreadsheet accompanies the Ritz-Carlton Hotel case.
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Neither this spreadsheet nor the associated case can be used or reproduced
without explicit permission from Columbia CaseWorks.
To obtain permission, please visit:
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rk. All rights reserved.
Keyword Count Department
rm clean 183 Housekeeping
res incorrec 74 Front Office
rm assign 88 Housekeeping
ph not answr 59 Valet Park
wake-up call 46 Communication
want double 13 Front Office
rm delay 27 Front Office
want king 10 Reservations
check-in 13 Front Office
check-out 13 Front Office
newspaper 5 Bellstand
msg light 9 Communication
ID Date1 Date2 Time Count Keyword Memo Source Room Division Department

12606 4/17/1996 4/5/1997 1 rm clean Room was dusty and the desk top had drink rings and was sticky. Comment Card 1203 Rooms Housekeeping
17673 1/6/1997 1/4/1997 1 res incorrec Wrong type room. Moved to second room GIAF 1830 Rooms Front Office
17674 1/6/1997 1/4/1997 1 rm clean Guest moved to second room. It was not clean. Moved second time. GIAF 1830 Rooms Front Office
17696 1/9/1997 1/4/1997 1400 1 rm clean No clean glasses at turndown GIAF 2122 Rooms Housekeeping
17697 1/9/1997 1/4/1997 1600 1 rm clean Wash cloths from previous guest left in shower GIAF 2122 Rooms Housekeeping
17722 1/9/1997 1/6/1997 1600 1 res incorrec Guest reserved and confirmed several times for baby shower in Lobby Lounge. When guests arrived they were GIAF F&B Rest. Res.
17724 1/9/1997 1/6/1997 1 rm assign Guest checked into room showing clean and vacant, but was really still dirty GIAF 1717 Rooms Housekeeping
17719 1/9/1997 1/7/1997 1130 4 rm assign Guest made reservation for club level 12 months ago. Did not feel 17th floor with club access only by elev GIAF 1708 Rooms Reservations
17720 1/9/1997 1/7/1997 1200 2 ph not answr Guest called hotel from Phipps to have cab sent to pick her up. Call was transferred to VP. No answer GIAF 1503 Rooms Valet Park
17709 1/9/1997 1/7/1997 250 1 wake-up call Guest received wake-up call at 9 p.m. which he did not order GIAF 1211 Rooms Communication
17712 1/9/1997 1/7/1997 1 ph not answr Reservations phones ring endlessly, then give recording GIAF Rooms Reservations
17713 1/9/1997 1/7/1997 1 ph not answr Operators put call on park for long time while they paged MOD. Call then went to voice mail recording GIAF Rooms Communication
 Data
Months Sum of Occupancy Sum of rm clean Sum of rm assign
Jan 13849 30 11
Feb 12384 17 9
Mar 13573 16 12
Apr 13296 19 10
May 13932 13 2
Jun 13020 8 7
Jul 13766 24 9
Aug 13739 16 8
Sep 13185 11 4
Oct 13849 22 9
Nov 10477 7 7
Total Result 145070 183 88
Sum of res incorrec Sum of Totals
9 76
6 51
21 74
7 55
3 28
2 28
6 58
5 55
2 33
9 53
4 29
74 540
 Keyword

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Date2 Day of week Occupancy

s
rm
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1-Jan-97 Wednesday 470 1 1
2-Jan-97 Thursday 470
3-Jan-97 Friday 525
4-Jan-97 Saturday 553 1 4
5-Jan-97 Sunday 277
6-Jan-97 Monday 359 1 1
7-Jan-97 Tuesday 442 4 4
8-Jan-97 Wednesday 470
9-Jan-97 Thursday 470 2
10-Jan-97 Friday 525 1 1 2
11-Jan-97 Saturday 553 1 2
12-Jan-97 Sunday 277 2 1 4 1
13-Jan-97 Monday 359 1 1
14-Jan-97 Tuesday 442 1 1 2
15-Jan-97 Wednesday 470 1 1 2 2
16-Jan-97 Thursday 470 1
17-Jan-97 Friday 525 3
18-Jan-97 Saturday 553 1
19-Jan-97 Sunday 277 1 1 1
20-Jan-97 Monday 359
21-Jan-97 Tuesday 442 1
22-Jan-97 Wednesday 470 1
23-Jan-97 Thursday 470 1 1 1
24-Jan-97 Friday 525
25-Jan-97 Saturday 553 1 1 1
26-Jan-97 Sunday 277
27-Jan-97 Monday 359 1
28-Jan-97 Tuesday 442 1 1
29-Jan-97 Wednesday 470
30-Jan-97 Thursday 470
31-Jan-97 Friday 525 2
1-Feb-97 Saturday 553
2-Feb-97 Sunday 277
3-Feb-97 Monday 359 1 1 1
4-Feb-97 Tuesday 442 1 2
5-Feb-97 Wednesday 470 1
6-Feb-97 Thursday 470
7-Feb-97 Friday 525 4
8-Feb-97 Saturday 553 1 1 1 1
9-Feb-97 Sunday 277
10-Feb-97 Monday 359 1 1
11-Feb-97 Tuesday 442
12-Feb-97 Wednesday 470 1
13-Feb-97 Thursday 470 1
14-Feb-97 Friday 525 1
15-Feb-97 Saturday 553 2
16-Feb-97 Sunday 277
17-Feb-97 Monday 359 2 1 1
18-Feb-97 Tuesday 442 2
19-Feb-97 Wednesday 470 1
20-Feb-97 Thursday 470
21-Feb-97 Friday 525 1
22-Feb-97 Saturday 553 1 1
23-Feb-97 Sunday 277 1
24-Feb-97 Monday 359 1
25-Feb-97 Tuesday 442 1
26-Feb-97 Wednesday 470 1
27-Feb-97 Thursday 470 1
28-Feb-97 Friday 525 2 2
1-Mar-97 Saturday 553 1 1 1
2-Mar-97 Sunday 277 1 1
3-Mar-97 Monday 359 1
4-Mar-97 Tuesday 442 3 1
5-Mar-97 Wednesday 470 1
6-Mar-97 Thursday 470 1 1 1 2
7-Mar-97 Friday 525
8-Mar-97 Saturday 553 2 2
9-Mar-97 Sunday 277
10-Mar-97 Monday 359 1
11-Mar-97 Tuesday 442 1
12-Mar-97 Wednesday 470 14 1
13-Mar-97 Thursday 470 2 1
14-Mar-97 Friday 525
15-Mar-97 Saturday 553
16-Mar-97 Sunday 277 1 2
17-Mar-97 Monday 359 1
18-Mar-97 Tuesday 442
19-Mar-97 Wednesday 470 1
20-Mar-97 Thursday 470
21-Mar-97 Friday 525 1 4 1
22-Mar-97 Saturday 553 1 2
23-Mar-97 Sunday 277 1 1
24-Mar-97 Monday 359 1
25-Mar-97 Tuesday 442 1 1
26-Mar-97 Wednesday 470 1
27-Mar-97 Thursday 470 2 1
28-Mar-97 Friday 525 1 1
29-Mar-97 Saturday 553 1
30-Mar-97 Sunday 277 1
31-Mar-97 Monday 359 1
1-Apr-97 Tuesday 442 1 2
2-Apr-97 Wednesday 470 1
3-Apr-97 Thursday 470
4-Apr-97 Friday 525 1
5-Apr-97 Saturday 553 1
 6-Apr-97 Sunday 277 1 1
7-Apr-97 Monday 359
8-Apr-97 Tuesday 442 1 1 1
9-Apr-97 Wednesday 470 1
10-Apr-97 Thursday 470
11-Apr-97 Friday 525 1 2
12-Apr-97 Saturday 553
13-Apr-97 Sunday 277 2
14-Apr-97 Monday 359 1
15-Apr-97 Tuesday 442 2
16-Apr-97 Wednesday 470 1
17-Apr-97 Thursday 470 1 1
18-Apr-97 Friday 525 1 1
19-Apr-97 Saturday 553 1 1
20-Apr-97 Sunday 277 3 3
21-Apr-97 Monday 359 1
22-Apr-97 Tuesday 442 1
23-Apr-97 Wednesday 470 1 1 1
24-Apr-97 Thursday 470 2
25-Apr-97 Friday 525 1
26-Apr-97 Saturday 553
27-Apr-97 Sunday 277 2 1 1
28-Apr-97 Monday 359 1
29-Apr-97 Tuesday 442
30-Apr-97 Wednesday 470 1
1-May-97 Thursday 470 1
2-May-97 Friday 525
3-May-97 Saturday 553
4-May-97 Sunday 277 1
5-May-97 Monday 359
6-May-97 Tuesday 442 3 1 1
7-May-97 Wednesday 470
8-May-97 Thursday 470 1 1
9-May-97 Friday 525
10-May-97 Saturday 553
11-May-97 Sunday 277 1
12-May-97 Monday 359
13-May-97 Tuesday 442
14-May-97 Wednesday 470 1
15-May-97 Thursday 470 1 4 1 1
16-May-97 Friday 525
17-May-97 Saturday 553 1
18-May-97 Sunday 277 1
19-May-97 Monday 359 1
20-May-97 Tuesday 442
21-May-97 Wednesday 470 1
22-May-97 Thursday 470 2 1
23-May-97 Friday 525
24-May-97 Saturday 553
25-May-97 Sunday 277
26-May-97 Monday 359 2
27-May-97 Tuesday 442
28-May-97 Wednesday 470
29-May-97 Thursday 470
30-May-97 Friday 525
31-May-97 Saturday 553 1
1-Jun-97 Sunday 277 1
2-Jun-97 Monday 359 1
3-Jun-97 Tuesday 442 1 1 1
4-Jun-97 Wednesday 470
5-Jun-97 Thursday 470 1
6-Jun-97 Friday 525 1
7-Jun-97 Saturday 553 1 1
8-Jun-97 Sunday 277 1
9-Jun-97 Monday 359
10-Jun-97 Tuesday 442
11-Jun-97 Wednesday 470 1
12-Jun-97 Thursday 470
13-Jun-97 Friday 525 1 1
14-Jun-97 Saturday 553 1
15-Jun-97 Sunday 277
16-Jun-97 Monday 359 1
17-Jun-97 Tuesday 442
18-Jun-97 Wednesday 470
19-Jun-97 Thursday 470 1 1
20-Jun-97 Friday 525
21-Jun-97 Saturday 553
22-Jun-97 Sunday 277
23-Jun-97 Monday 359 1
24-Jun-97 Tuesday 442
25-Jun-97 Wednesday 470
26-Jun-97 Thursday 470 1
27-Jun-97 Friday 525
28-Jun-97 Saturday 553
29-Jun-97 Sunday 277 1 1
30-Jun-97 Monday 359 1
1-Jul-97 Tuesday 442
2-Jul-97 Wednesday 470 1
3-Jul-97 Thursday 470 2
4-Jul-97 Friday 525 2 1 2 2 2
5-Jul-97 Saturday 553 1 2
6-Jul-97 Sunday 277 1
7-Jul-97 Monday 359 1 1 1
8-Jul-97 Tuesday 442
9-Jul-97 Wednesday 470 1
10-Jul-97 Thursday 470
11-Jul-97 Friday 525 1 1 1 1
12-Jul-97 Saturday 553
13-Jul-97 Sunday 277 2 2
14-Jul-97 Monday 359 2
 15-Jul-97 Tuesday 442 1
16-Jul-97 Wednesday 470 1
17-Jul-97 Thursday 470
18-Jul-97 Friday 525
19-Jul-97 Saturday 553 2
20-Jul-97 Sunday 277 4
21-Jul-97 Monday 359 2
22-Jul-97 Tuesday 442 1
23-Jul-97 Wednesday 470
24-Jul-97 Thursday 470
25-Jul-97 Friday 525 1 1 1 2
26-Jul-97 Saturday 553 1 1 1
27-Jul-97 Sunday 277
28-Jul-97 Monday 359
29-Jul-97 Tuesday 442 1
30-Jul-97 Wednesday 470
31-Jul-97 Thursday 470 1
1-Aug-97 Friday 525 1
2-Aug-97 Saturday 553 1
3-Aug-97 Sunday 277 1
4-Aug-97 Monday 359 1 1
5-Aug-97 Tuesday 442 1 2
6-Aug-97 Wednesday 470
7-Aug-97 Thursday 470 1
8-Aug-97 Friday 525 1 1
9-Aug-97 Saturday 553 1 1
10-Aug-97 Sunday 277 1
11-Aug-97 Monday 359 1
12-Aug-97 Tuesday 442 1 1 1
13-Aug-97 Wednesday 470
14-Aug-97 Thursday 470 1 1 1
15-Aug-97 Friday 525 1 2 1
16-Aug-97 Saturday 553
17-Aug-97 Sunday 277 1 1
18-Aug-97 Monday 359
19-Aug-97 Tuesday 442 1 1
20-Aug-97 Wednesday 470 1
21-Aug-97 Thursday 470
22-Aug-97 Friday 525 1 2
23-Aug-97 Saturday 553 1 1
24-Aug-97 Sunday 277
25-Aug-97 Monday 359 2
26-Aug-97 Tuesday 442 4 1
27-Aug-97 Wednesday 470 1 1
28-Aug-97 Thursday 470 1 1
29-Aug-97 Friday 525 1
30-Aug-97 Saturday 553 1
31-Aug-97 Sunday 277 2
1-Sep-97 Monday 359
2-Sep-97 Tuesday 442 2 2
 3-Sep-97 Wednesday 470
4-Sep-97 Thursday 470
5-Sep-97 Friday 525 3 1 1
6-Sep-97 Saturday 553 1
7-Sep-97 Sunday 277
8-Sep-97 Monday 359
9-Sep-97 Tuesday 442 1
10-Sep-97 Wednesday 470 1 2
11-Sep-97 Thursday 470
12-Sep-97 Friday 525
13-Sep-97 Saturday 553 1
14-Sep-97 Sunday 277 1 1
15-Sep-97 Monday 359
16-Sep-97 Tuesday 442
17-Sep-97 Wednesday 470 1
18-Sep-97 Thursday 470
19-Sep-97 Friday 525 1 1 1
20-Sep-97 Saturday 553
21-Sep-97 Sunday 277
22-Sep-97 Monday 359
23-Sep-97 Tuesday 442
24-Sep-97 Wednesday 470
25-Sep-97 Thursday 470 3 3
26-Sep-97 Friday 525
27-Sep-97 Saturday 553
28-Sep-97 Sunday 277 1
29-Sep-97 Monday 359
30-Sep-97 Tuesday 442
1-Oct-97 Wednesday 470 1 3 3
2-Oct-97 Thursday 470
3-Oct-97 Friday 525
4-Oct-97 Saturday 553 1
5-Oct-97 Sunday 277
6-Oct-97 Monday 359
7-Oct-97 Tuesday 442
8-Oct-97 Wednesday 470 1
9-Oct-97 Thursday 470
10-Oct-97 Friday 525 1 1 1
11-Oct-97 Saturday 553 1
12-Oct-97 Sunday 277 1 1 2
13-Oct-97 Monday 359 1
14-Oct-97 Tuesday 442 1 1
15-Oct-97 Wednesday 470
16-Oct-97 Thursday 470 2 1
17-Oct-97 Friday 525 1
18-Oct-97 Saturday 553 2
19-Oct-97 Sunday 277 3
20-Oct-97 Monday 359
21-Oct-97 Tuesday 442 1
22-Oct-97 Wednesday 470 2
23-Oct-97 Thursday 470 1 1
24-Oct-97 Friday 525 1 2
25-Oct-97 Saturday 553 3
26-Oct-97 Sunday 277 1
27-Oct-97 Monday 359 2
28-Oct-97 Tuesday 442 1
29-Oct-97 Wednesday 470 1
30-Oct-97 Thursday 470 1
31-Oct-97 Friday 525 1
1-Nov-97 Saturday 553 1
2-Nov-97 Sunday 277 1
3-Nov-97 Monday 359
4-Nov-97 Tuesday 442
5-Nov-97 Wednesday 470 1
6-Nov-97 Thursday 470
7-Nov-97 Friday 525 1 1 1
8-Nov-97 Saturday 553 2
9-Nov-97 Sunday 277 1
10-Nov-97 Monday 359 1
11-Nov-97 Tuesday 442
12-Nov-97 Wednesday 470 1
13-Nov-97 Thursday 470
14-Nov-97 Friday 525
15-Nov-97 Saturday 553 2 1
16-Nov-97 Sunday 277
17-Nov-97 Monday 359 1 1
18-Nov-97 Tuesday 442
19-Nov-97 Wednesday 470
20-Nov-97 Thursday 470 2
21-Nov-97 Friday 525 1
22-Nov-97 Saturday 553
23-Nov-97 Sunday 277 1 1
24-Nov-97 Monday 359 1
Totals 13 13 9 5 59 74 88 183 27
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2
0
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5
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0
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1
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1
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1 2
4
3
1 3
1
4
1 2
5
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1 5
1 1
1
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15
3
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1 1
3
1
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6
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1
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1
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1 3
1
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0
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0
3
1
1 1
3
1 1
2
1
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1
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1 1 4
2
6
1
1 2
3
1 3
1
0
1 5
1
0
1
1
0
0
1
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5
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2
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1
7
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0
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0
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1 2
1
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1 2
2
1
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1 2
0
1
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0
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1 1
0
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1 1
0
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1 10
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2
4
1 3
1 2
0
1 1
5
3
0
0
1
0
1
1
1
1 2
2
3
0
1
2
1 3
1
1
3
0
3
4
0
1 3
0
2
1
0
3
1 3
0
2
5
2
2
1
1 2
2
0
4
 0
0
1 6
1
1 1
1 1
1
3
0
0
1
2
0
0
1
0
1 4
0
0
0
0
0
1 7
0
0
1
0
0
7
0
0
1
0
0
0
1 2
0
3
1 2
4
1
2
0
3
1
1 3
1 4
0
1
2
 1 3
3
1 4
1
2
1
1
1
1
1
1
0
1 1
1
1 1
3 1 7
2
1
1
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1
1 1
0
3
0
2
0
0
2
1
0
2
1
46 13 10 540