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Write 5 page essay on the topic Ritz Carlton Hotels and Service quality.The Ritz Carlton has developed excellent service delivery strategies, which enable it to stay at the top (Reiss, 2009). This pap
Write 5 page essay on the topic Ritz Carlton Hotels and Service quality.
The Ritz Carlton has developed excellent service delivery strategies, which enable it to stay at the top (Reiss, 2009). This paper will look at some of the strategies, and how these ideas have shaped the way for other hotels to embrace service quality as a means of acquiring and retaining customers.
For the Ritz Carlton, customer service is something they invest in, offering their employees more than a hundred hours of customer service education so as to ensure their preparedness when dealing with customers. When organizations in the hotel industry neglect the aspect of improving service quality in favor of cutting costs, they are doing a great disservice to their customers and the organization’s stakeholders. The Ritz Carlton, in its bid to be the best, implements the three steps of service, which involves. welcoming customers, anticipation and compliance, and fond farewells (Reiss, 2009). Customers create bonds and relationships with employees, hence. creating an exceptional reputation in the whole industry.
In the three steps of service, a warm welcome is part of the package for customers. Whenever guests arrive, it is customary to greet them and address them using their names when and if possible. In this strategy, there is the anticipation and fulfillment of the guests needs. In this case, the employees anticipate what the guest’s needs may be, and helps in fulfilling them to the customer’s satisfaction. This brings in a cordial relationship between the people involved. A fond farewell, which is part of this package, enables the customers to feel like they are leaving a part of them behind, which makes it easier to make a return whenever possible (Verma, 2012).
The ‘twelve service values’ is a strategy that allows the employees to bring forth the brand’s promise to its customers and guests. In this strategy, each starts with letter “I”, which works to demonstrate the power
