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The Ritz Carlton Does Not Sell Hotel Rooms

Essay by   •  April 3, 2011  •  Essay  •  1,092 Words (5 Pages)  •  3,267 Views

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The Ritz Carlton runs in a way that makes every single detail about the consumer and the consumer's needs, wants, and expectations. Every decision that they make they make with the consumer in mind. They essentially are selling unsurpassed service to their patrons. The Ritz Carlton is very well-known for providing consistent service to its patrons in each of its locations throughout the world. They provide guests with high quality customer service, utilizing their Gold Standards for customer service, which include its credo, motto, employee promise, three steps of service, and the twelve service values. The three steps of service are fairly basic, however many companies overlook them, losing that opportunity to create a long lasting relationship with the guest. The first is to deliver a warm and sincere greeting and to use the guest's name; the second is to anticipate and fulfill the needs of each guest; and the third is to give a warm good-bye, again using the guest's name. The Ritz Carlton believes that guest recognition is a top priority. If employees recognize the guest, then they can give personalized service, have fast access to knowledge, and interactions that are largely hassle free. These Gold Standards continue to lead the company to outperform its competition and increase its customer loyalty. They also have programs designed to meet specific customer needs that include their Service Quality Indicators (SQIs).

The Ritz Carlton continually improves its processes and programs in order to give its guests the exceptional service that they have come to be well known for giving in the hotel industry. In essence, they are selling service to consumers. The Ritz Carlton has applied for and won the Baldridge Award in 1992 and 1999, which confirmed that quality is not a short term approach to doing business. The Ritz Carlton works hard to achieve the highest customer and employee satisfaction in the industry. They believe it is critical to continually improve day after day.

As a consumer, I would be willing to pay for a stay at the Ritz Carlton. I believe that the methods that they use are fantastic. They treat everyone, including their employees, with respect. That is something that many companies fail to even consider when they are building their business. There are many people who choose products and services from companies by looking at factors such as how they treat their employees, where their products are made, etc. rather than looking only at the price tag and looking for a place or item that is "cheap". As a consumer, I would rather patronize a place that was more expensive and treated its employees like gold, than patronize a place that was cheap and treated its employees poorly. I believe that the Ritz Carlton offers an excellent service to their guests and I'm fairly certain that the majority of consumers would be willing to pay for it. However, the price of a hotel room at the Ritz Carlton is on the pricier side so I'm sure that there are plenty of people that would love to take advantage of staying there but would be unable to do so since they could not afford it.

Many people find it hard to believe that the Ritz Carlton can create ladies and gentlemen within the seven day period before they launch a new hotel. The Ritz Carlton is able to do so because their



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