Summary of The Ritz-Carlton
The Ritz-Carlton is one of the most prestigious and well known hotels. Not only is The Ritz-Carlton a five-star hotel, but it has received numerous awards, including the Malcom Baldrige National Quality Award two times which no other hotel has done. The Ritz-Carlton strives to distinguish itself by providing the best customer experience possible with exceptional service.
The Ritz-Carlton was established in 1983 and to date has 91 hotels in 30 countries with more than 35,000 employees (www.ritzcarlton.com). Besides the hotels that The Ritz-Carlton is well known for it has the following brand extensions; spa development, golf, The Ritz-Carlton destination club, The Ritz-Carlton residences, and a leadership center.
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It is imperative to the success of The Ritz-Carlton that they have selected the right location, provided the customer with the product that they desire and have the right employees to successful provide the service to its customers.
Success of The Ritz-Carlton
The Ritz-Carlton has had much success and there are many factors that contribute to the success. The first factor of success that comes to mind is the customer service at The Ritz-Carlton. The Gold Standards are the foundation of The Ritz-Carlton and are the values and philosophy by which it operates. The Gold Standards consist of the credo, motto, the three steps of service, and service values.
Having a high level of elegance and prestige is the second factor of success at The Ritz Carlton. The motto of The Ritz-Carlton is, “We are Ladies and Gentleman serving Ladies and Gentlemen.” The Ritz-Carlton tries to appeal to customers who desire an experience of luxury when
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The first obstacle that The Ritz-Carlton has is their pricing. Being a high end luxury hotel, the price targets at higher income levels. At The Ritz-Carlton Boston room rates range from $355 for a basic room up to $6,000 per night for a presidential suite (Nayer, n.d.). At these rates the target demographic is primarily upper class.
The next vulnerability for The Ritz-Carlton is the competition in the hotel industry. The hotel industry is very competitive and there are numerous options for customer to choose from. Hotel chains are always attempting to provide the lowest price, best service, or best customer stay. In direct completion with The Ritz-Carlton is the Four Seasons, as lower priced hotels are really not in competition (www.galup.com).
The third vulnerability for The Ritz-Carlton is the economy in general, which is something that it has very little control over. When the economy is down, individuals are less likely to take vacations or splurge on luxuries such as staying at The Ritz-Carlton. Tough economic times will greatly impact luxury spending and even costs for the hotel to
My group previously visited the Sheraton Hotel for our first interview with the front desk manager and it went very well. We decided to keep with the same hotel for our next interview, but due to a last-minute cancellation from the housekeeping manager we were not able to complete the interview. Due to this situation, I will be talking about a whole different hotel - G6 Hospitality. The name G6 Hospitality refers to the hotel brands – Motel 6 and Studio 6. I chose to G6 Hospitality because it is a well-known company that I wanted to know about more in-depth. From all my research, I have gained a lot of insight on what G6 Hospitality is all about.
Accommodating customer requirements in most supply chain arrangement requires a forecast to drive the process. (book page 133) When looking into the definition of forecasting which is projecting what is going to be sold (units, seats, rooms etc) it is also important to take into consideration where and when in order to reach the future goals. (book page 133) Since it is argued that effective supply chain and logistical capacity is an important competitive advantage. (Christopher 2005) Where maximizing the revenue is the key element in hospitality sector and for hotel industry there is an increased attention on effective demand management and forecasting for reservation systems. (http://www.sciencedirect.com/science/article/pii/S0169207002000110)
In 1919, Company founder, Conrad Hilton, purchased his first hotel in Cisco, Texas. Since that time, Hilton Worldwide has become a worldwide operator, franchisor, and licensor of hotels and timeshare properties in more than 91 countries. In nearly 100 years of existence, the Company now finds itself as one of the largest and fastest growing hospitality companies with over 4,115 properties and 678,630 rooms. With a commitment to high quality and customer satisfaction, the company has established a portfolio of 10 world-class brands including the most recognizable hotel brand in the world, the company’s flagship full-service Hilton Hotels & Resorts brand. Its premier brand portfolio includes the luxury hotel brands, Waldorf Astoria Hotels & Resorts and Conrad Hotels & Resorts, full-service hotel brands, DoubleTree by Hilton and Embassy Suites Hotels, focus-based hotel brands, Hilton Garden Inn, Hampton Inn, Homewood Suites by Hilton and Home2 Suites by Hilton, and the company’s timeshare brand, Hilton Grand Vacations. Hilton operated properties are staffed with more the 314,000 team members focused on providing a complete experience at each location. The company’s award-wining customer program, Hilton Honors, defined rewards programs in the industry and now has over 40 million members (Hilton Worldwide).
We recommend Vikram to use service quality framework (SERVQUAL) as a scale to measure and manage hotel guest’s perception of service quality in terms of five dimensions (session2 slide#45), which are (i) Reliability – OV employee’s ability to dependably and accurately perform the promised service to consistently delight its guests (ii) Assurance – Knowledge and courtesy of OV employees, and their ability to convey trust and confidence. (iii) Empathy – OV’s individualized attention and customized care it offers to its guests and understanding the customer to anticipate guest needs, wants and desires to enlighten the service. (iv)Tangibles – Refers to OV’s lavish tents and other physical facilities, equipment, pleasant appearance of OV personal, etc. (v) Responsiveness – OV’s willingness to help customers and provide prompt
The hotel industry performs within a saturated market, driven by customer loyalty and competitive pricing to stand-out. This competitive nature makes it extremely important to capitalise on strengths while improving on
Finally, Marriott also had to measure how this vision is performing. They are looking at 3 success measures; Loyalty, Profitability and Growth.
There are many responses that a company can have to troubling economic times. They can first weather the storm and survive. They can back up and get driven out of business, or they can grow. The economy has been in recession for many months. It is the job of our company to identify things that can help businesses to make it through these times and hopefully prosper.
The Mandarin Oriental Hotel has, since its creation, received a rating of. recognition for providing a level of products and services of the highest quality of the product. With traditions of consistent quality service. delivery are practiced at each of the hotels, the challenge to the Group is to develop an ongoing corporate culture of quality service. drawing upon the strengths of each individual hotel.
Helped With unique efforts by government and all other stakeholders, including hotel owners, resort managers, tour and travel operators and employees who work in the sector, Indian hospitality industry has gained a level of acceptance world over. It has yet to go miles for recognition as a world leader of hospitality.
Hotel Ritz was an immediate success. A year later Ritz and Escoffier returned to London to complete the Carlton Hotel and open it on July 1, 1899. Once again Escoffier runs the kitchens, only this time he stays until 1920. Between 1899 and 1920 Escoffier publishes Le Guide Culinaire and Livre des Menus, organizes the kitchens on ocean liners and opens the Ritz-Carlton in New York. In 1920 Escoffier retired to Monte Carlo, where he lived out the rest of his years, despite a few trips to America.
The Wyndham has executed a compliance program to strengthen ethics throughout the company. They have drafted a thorough Code of Business Conduct that has received top scores from the Ethisphere Institute for its comprehensiveness and availability to stakeholders. Another way the Wyndham contributes to customer is creating a customer relationships. When consumers think about and associate the Wyndham hotel company the first thought that should come to hand is an upscale hotel chains that targets high end consumers. However, the Wyndham targets travelers from across the world and social status. For example, they have different hotels that expend the reach of consumers some of them include Wyndham Hotels and Resorts, Wyndham Garden, and Wyndham Grand Collection, Days Inn, Super 8, Travel Lodge, and others. This strategy allows Wyndham to avoid brand confusion but also set apart with having a wide variety of consumers. Ending with Availability of products and customer care services: The products of the Wyndham are always available in markets and keeps on changing customer requirements. Their customer care service is also effective that help customers in making right and quick
The Hotel industry has become very important in the past years due to immense traveling and growth of international business. Hotel industry not only plays an important role in the life of people but as well as the economy of the country. Development and advancement in the Hotel industry have rapidly been taking place and especially since the rapid change in technology, it is very important for hotels to be promptly keeping up to date. When the hotel industry is spoken of, there are many famous hotels but one hotel company that has been outstanding in growth and other aspects of business, like in Leadership, Teamwork (Employee turnover), Motivation (Customer retention and satisfaction, Goals and objectives, (changing the way hotel business has worked), and Change within the company; structurally inside and physically outside, adding elements, like entertainment, gaming, and outdoor activities, is the Hilton Hotel Company.
1. The philosophy behind the 100% Satisfaction Guarantee is to have the guests act as quality-assurance inspectors by identifying quality deficiencies and reporting them to hotel employees. I do think that this is a good way to improve service quality; however, I am not sure that it is the best way. While it may seem to consumers that employees will try harder to satisfy them, if employees are empowered to refund a customer’s money, they do not have to answer to management, they can just do it.
-the company became known for its ability to enhance a property’s value by creating unique, one of a kind properties with a small ultra-luxury residential style that differentiated it from other chain-like luxury competitors. Competitors include 2 groups of luxury hotels: corporate branded (Ritz-Carlton and Four Season) and “collections” of individually branded unique hotels (Orient-Express).
Moreover, the InterContinental Hotels & Resorts is considered the first international hotel brand in the world, as it began operations in the year 1946 (About InterContinental Hotels Group Brands, 2015). Over time the hotel group has evolved to encompass quality hotel rooms not only in North America, but in Central and South America, Europe, the Middle East, Africa, Australia, and Asia-Pacific (IHG – InterContinental Hotels Group, 2015). In addition, they have acquired extended stay facilities and the Hualuxe Hotels & Resorts, which specifically “celebrates the essence of Chinese hospitality” (About InterContinental Hotels Group Brands, 2015). In my opinion, this shows that their target market has changed by expanding their scope of travel, which means they are traveling to farther and farther locations and require the familiar surroundings with equivalent product quality at the final destination. The InterContinental Hotels Group is in the fourth and final stage of the product life cycle, which is the decline stage (Editorial Board, 2014, p. 212). Indeed, the brands lengthy history indicates it has loyal customers, but its addition of innovations indicates the targeting of new customers for the organization, which are clear signs of a business in the decline stage of the product life cycle (Editorial Board, 2014, p.