1) “Service” can be an elusive concept. What is the essence of The Ritz-Carlton experience? What is the Ritz-Carlton selling?
Ritz Carlton was counted among the top luxury hotel chains in the world and was known for its sophisticated and elegant ambience and culture of service excellence. The hotel guests have a memorable experience, a “wow” experience, like no other.
The Ritz Carlton experience is reflected in leadership committed to unrelenting quality, respect for all that the company’s staff encounters, a great spirit of candor. According to the credo, the Ritz Carlton experience consists of “enlivening the senses, instilling well-being and fulfilling even unexpressed wishes and needs of your customers” or in one term “genuine care”. Genuine care can only be achieved with exceptional employee commitment.
The main belief of the Ritz-Carlton Hotel Company is the customer satisfaction, achieved by delivering the highest level of service. Guests have to be treated with the uttermost respect and dignity, from the warm and sincere greeting to the fond farewell, always personalized and highly professional. Personalization establishes long lasting customer relationships, as the customer feels like he is getting preferential treatment. By the long time of Ritz Carlton experience they know the wishes of their customers and they make them happened in a way that they are satisfied. In fact, Ritz Carlton experience is an experience that customers want to repeat.
During the staff orientation, Mr Schulze remarked that:” we are not in the hotel business. The hotel business is about selling rooms, selling food, selling the bar. We do those things incidentally, but our business is service […]. Our commitment to our customer is excellence i ...