RITZ CARLTON

Submitted By:
Amber Poe
Shruti Bhushan
About Ritz Carlton
◦ The Ritz-Carlton Hotel Company is the parent company to the
luxury hotel chain.
◦ Subsidiary of Marriott International
◦ Dates back to the 20th century
◦ Cesar Ritz began and opened the first chain of luxurious hotels in
Europe
◦ In 1983, a four person team created “The Ritz” concept as it is
known today
Key Features
◦ A Five star luxury hotel
◦ Commendable customer service
◦ Their Motto – “We’re Ladies and Gentlemen, Serving
Ladies and Gentlemen”
◦ Over 70 and above hotels in 24 countries with 38000
employees
Managing Customer Expectations
By following:
Credo
Create memories for a lifetime
Motto
“We are Ladies and Gentlemen, serving Ladies and Gentlemen”
Three Steps of Service
Warm and sincere greeting using guest name
Anticipate and fulfill each guests need
Warm good bye using guest’s name
Employee Promise
Service Values
Ritz Carlton and competition
The hotel provides 5 star service by providing high class customer
care and luxury
The Ritz has a policy of ensuring the hotel takes it’s 12 service
values
All employees are empowered to spend $2000 towards customer
satisfaction without manager approval
Importance of “Wow” Stories
Provide Inspiration
Recognize and demonstrate appreciation for greatness
They communicate your behavioral vision in a clear and
compelling way
They increased the likelihood such greatness will be repeated
They keep employees connected to a sense of meaning and
purpose
Thank you