In 1983, W.B. Johnson properties set out to create a luxury hotel group. Product and services were designed to appeal to the corporate travel and meeting planner, as well as other distinguish guest. After acquiring the trademark Ritz Carlton W.B. Johnson properties push forward to establish the great Ritz Carlton hotel company and launched and intense effort to assure the highest quality standards in every location throughout the world. In fact 1994 the Ritz Carlton group consisted of 25 hotels in the United States, two located in Australia and one each in Barcelona, Hong Kong, and Mexico. At the current time new hotels were planned for Seoul, Korea, Tokyo, Japan, Orlando, and Singapore. W.B. Johnson company was responsible for this development, but Ritz Carlton main focus was quite simply work and generally improving operational efficiency while continuing to find new ways to personalize service. Personalized service was Ritz Carlton hallmark however.
Ritz Carlton focuses of advancement and outstanding customer service was, to create customer driven service systems that would anticipate a guest's needs and preferences. While being capable of reacting instantly to correct any services, errors and satisfying any complaints of guest or customers. This was possible by creating two customer systems known as Encore and Covia. Customers are very essential especially within the tourism Industry likewise the employees, "we do not hire," The Ritz Carlton seek people that obtain the natural aptitude for the service business. Ritz Carlton is different from either competitors because Ritz Carlton focuses on location and style. Competitors focus on location and pride that determine success. Leadership and training assures that commitment to service values. The combination of leadership and highly standardized systems explains why they generate more revenue per available room than any other hotel.
Ritz Carlton Main Issues in the past were?
- The implementation of customer satisfaction.
Why?
- Well customer satisfaction was the Ritz Carlton key value of success, but they struggled to make all ends meet.
How?
- Customer driven service systems were created to support the customer satisfaction. This information system lacks the ability of recording an account of each significant group reservation and avoiding the repeating count of guest information.
My Analysis: Ritz Carlton
Ritz Carlton highly values customer satisfaction, guest needs and preferences. That is very important factors but these standard factors were certainly not guaranteed to always be one hundred percent effective. Mistakes, delays, misunderstanding, incidents, and problems are possible to occur sooner or later.
No comments:
Post a Comment