Introduction
Ritz-Carlton Hotel is well known as the luxury hotel with its marvelous quality in which it operates both hotels and resorts as its best part. The Ritz London was formed on 24th May 1906 on the Piccadilly site of the Walsingham House Hotel, formerly the Bath Hotel. Conceived by renowned hotelier César Ritz, The Ritz owes its architectural design to the successful partnership formed in 1900 between Frenchman Charles Mewés and Englishman Arthur Davis. It is a business which is subsidiary of Marriott International which focuses on the hospitality and tourism industry. The headquarters of Ritz-Carlton is located at Chevy Chase, Maryland, United States. It has 81 hotels in 26 countries. The chairman of Ritz-Carlton is Sir Bill Marriott, Arne Sorinson, the chief executive officer. Ritz-Carlton is owned by Marriott International. It has been conceived as the world’s greatest hotelier
It is also the first hotel which won the Malcolm Baldrige National Quality Award. Ritz-Carlton hotel focuses mainly on their quality in which they treat quality as their heartbeat to be and remain the best. They are very particular in meeting their customer’s expectation and they tries to make sure there is no issue on the service provided to their customer.
Ritz-Carlton grew under the leadership of the President and COO Horst Schulze. Ritz-Carlton became known on its great influence on their excellent service in large industry. Ritz-Carlton has been awarded for the top list of dining service as well as hotel and other services. The awards and accolades that have been received over the years by The Ritz are an appreciation to the loyalty and their great services. The recognition that winning these prestigious awards brings to The Ritz, can only serve to re-affirm their position as one of the finest hotels in the world today.
The Term Paper on The Determinants of Service Quality
The determinants of service quality: satisfiers and dissatisfiers Robert Johnston University of Warwick, Coventry, UK Introduction There appear to be five major debates taking place in the service quality area. One debate concerns the similarities and differences between the constructs of service quality and satisfaction (see e. g. Anderson and Sullivan, 1993; Bolton and Drew, 1991; Cronin and ...
Both the managers and employees of Ritz-Carlton focuses more on the continuous improvement to satisfy their customer’s needs and wants.
SOME OF AWARD RECEIVED BY RITZ-CARLTON HOTEL FROM 2010 – 2013 : 2013
2013 Royal Academy of Culinary Arts – Master of Culinary Arts – Winner Luigi Cagnin, Deputy Restaurant Manager 2013 Conde Nast Traveler (USA) Readers’ Choice Awards – Top 35 UK Hotels 2013 Conde Nast Traveller Readers’ Travel Awards – UK Business Hotels Shortlist 2013 The Society of The Golden Keys Lifetime Achievement Award – Winner Michael De Cozar, Head Hall Porter 2013 Metro – Top 5 Hotel Hotel Bars in London
2013 Moët UK Sommelier of the Year – Runner-up – Tobias Brauweiler 2012
2012 Trip Advisor – Certificate of Excellence
2012 Trip Advisor Travellers’ Choice Awards – Top 25 Hotels in the United Kingdom 2012 Harden’s UK Restaurant Survey – The Ritz named third best all round Restaurant in the UK 2012 United Kingdom Tea Council – Award of Excellence
2012 Tatler – The Tatler Travel Guide
2012 Academy of Culinary Arts – Annual Awards of Excellence, Young Chef of the Year: Ian Musgrave Nominee: Best Hotel in Europe – Villegiature Awards 2012
Nominee: Best Ambiance and Image in a Hotel in Europe – Villegiature Awards 2012
2011
2011 AA Wine Award -The Ritz named in the Notable Wine List
2011 The Skills People Awards -The Ritz London – Employer Innovation Award 2011 Caterer’s Acorn Awards – Adam Smith – Acorn Award Winner 2011 Luxury Travel Magazine (Australia) – The Ritz named in The Gold List for Best Overseas Hotels 2011 Celebrated Living – The Ritz named in the Top 100 Hotels in the world 2011 Luxury Travel Magazine – The Ritz named in The Gold List 2011 AA Restaurant Guide – The Ritz Restaurant awarded Three Rosettes 2011 Zagat London Restaurants Guide – The Ritz Restaurant voted Top Décor and also featured in these Top Lists: Most Popular; Service Tops 2010
The Business plan on Ritz Carlton Case Study
Introduction to the Company The Ritz-Carlton Hotel Company is one of the premier hotel management companies in the world today. Their goal of providing world-class service to its guests is rooted in tradition. History The Ritz-Carlton tradition begins in the early 1900s in Europe. Caesar Ritz a well-known hotelier transformed the Ritz Paris and the Carlton in London into the redefined standard of ...
2010 Institutional Investor – The Ritz named in The World’s Best Hotels 2010 Condé Nast Traveller (UK) – The Ritz named in The Gold List 2010 Travel + Leisure (US) – The Ritz included in World’s Best Hotels 2010 Tatler Travel
Guide – Best Hotels in the World
2010 Vanity Fair – Best List – Best Concierge
2010 United Kingdom Tea Council – Award of Excellence
2010 Zagat London Restaurants Guide – The Ritz Restaurant featured in these Top Lists: Top Service; Top Décor; Romantic Places 2010 American Airlines – Platinum List – Top European Hotels 2010 Craft Guild of Chefs Awards – Young Chef Award Winner – Adam Smith
SUMMARY OF THE CASE STUDY
We have assigned on this case study which basically talks about the quality management at the famous and greatest hotel, Ritz-Carlton. As we have mentioned in the introduction part, Ritz-Carlton hotel is well known with its great service both on their hospitality and tourism. This is because they seriously focus on how well they could improve their service in order to make their customer satisfied. Both their managers and employees plays an important role to ensure that they could fulfill their customer’s needs and wants so that they could remain as the best and the greatest ever. Besides that, their employees are well trained to determine their work schedule into the self-directed team. They know on what task they are entitled with and how could they do it well to maintain the quality of their job. Ritz-Carlton also believes that more educated and well informed employees are the best to make decision to maintain the success of the organization.
RITZ-CARLTON HOTEL QUALITY
1. In what ways could the Ritz-Carlton monitor its success in achieving the quality
Quality is the ability to meet the target operational goals. Any measurement of quality should therefore be defined in the way it is able to satisfy the expressed and the implicit need of the process. There are some ways that the Ritz-Carlton hotel company can use to measure quality aspects of its operations. The Ritz-Carlton Hotel treats quality as if it is the heartbeat
The Research paper on Case study: Managing Customer Quality Service
There are number of reasons show the difference of LCV between these two stores. First of all, when people go in a shop, they look for what they want, and then the first important consideration comes up from their mind is the PRICE. Price is the amount of money that charged for a product or service. In reality, people like comparing prices on the same brand of product from different shops to find ...
of the company. A daily commitment to meeting customer expectation and making sure that each hotel is free of any deficiency.
In our opinion The Ritz-Carlton can monitor quality in the short run by its customer feedback. The customer feedback can be collected through the questionnaires provided in the room. Types of question that include in the questionnaire must related to the quality of the hotel, like for an example, “ in scale 1 – 5, what scale can you give to the Ritz-Carlton hotel services? “. Other than questionnaires, follow-up letters and phone calls by independent services, tracking complaints, and ultimately by occupancy rates can also be used to monitor whether their Hotel achieving the quality. There are, of course, objective measures in many aspects of hotel operations. These may include the room cleanliness itself, quality of food that is being serve in the restaurant in the Ritz-Carlton Hotel, accuracy of billing, and also reservations for rooms or other facilities that is provided in the Hotel.
2. Many companies say that their goal is to provide quality product and services. What action might you expect from a company intends quality to be more than a slogan or buzzword ?
Actions that a company needs to take are to find a way to evaluate the current quality of the company and figuring out a way to improve it. They need to set a basic set of standards employees have to adhere to and build on those standards as they try to improve their quality. When they have a plan in place to improve quality they need to follow it and abide by it. They will also need to consistently monitor how well they are doing and strategize plans for when it needs tweaking or changes.
For companies that expect quality to be more than a slogan we can suggest them to follow some of these ideas, it is as follows :
The Essay on Ritz Carlton: The Case For Service
... very positive impression of the hotel brand. Quality Commitment As a result of its quality program, Ritz- Carlton received 121 quality awards from the travel industry ... -planner reactions, the combined data are compared with predetermined customer expectations to improve services. Data With A Purpose Among the data gathered ...
i. A philosophy of continuous improvement
Continuous improvement is based on a Japanese concept called Kaizen, is the philosophy of continually seeking ways to improve the operation. It involves identifying benchmarks of excellent practices and instilling a sense of employee ownership of the process. The focus be on reducing the length of time required to process request from the customer. Other than that, continuous improvement can also focus on problems with customer and employee itself, such as customer who request changes in the services of the hotel and employee have to maintain a high quality of performance to maintain the quality of the hotel to increase the customer satisfaction.
ii. Employee empowerment
Employee empowerment is a strategy and philosophy that enables employees to make decisions about their jobs. Employee empowerment helps employees own their work and take responsibility for their results. Employee empowerment helps employees serve customers at the level of the organization where the customer interface exists.
iii. Just-in-time (JIT)
A strategy that companies employ to increase efficiency and decrease waste by receiving goods only as they are needed in the production process. Here is where they provide the right service at the right time and right place.
iv. Benchmarking
Benchmarking is the process of comparing the cost, cycle time, productivity, or quality of a specific process or method to another that is widely considered to be an industry standard or best practice. Allows the initiator firm to assess their competitive position by comparing products and services with those of target firms.
5. What are some nonfinancial measures of customer satisfaction that might be used by the Ritz-Carlton?
There are various types of nonfinancial measures that can be used by Ritz-Carlton to evaluate quality improvement. One of the types is Customer service. Customer service plays a huge role that will help to measure the level of customer satisfaction. Customers usually rate a certain service based on how they are treated. With a good customer service, the customer
will be able to get the satisfaction they needed when they are staying in Ritz-Carlton hotel. Therefore through this, the hotel can clearly measure the customer satisfaction.
Market performance will be another important measure that can be evaluated on the number of customer who are coming to the hotel or the market growth of the hotel. If the costumers are satisfied, then there will be a positive market growth for the hotel.
The Essay on Analysis of E-Tailing Service Quality
Their study focused on the consumers’ purchase and delivery (PD) choices, as part of a broader e ort to understand consumers’ shopping behavior. The present article begins by criticizing the content validity of E-S-QUAL (Parasuraman, Zeithaml, and Malhotra 2005), the principal academic measure of e-retailer service quality, which is probably the most important construct in contemporary services ...
Besides that having a Proper room service can also be used by Ritz-Carlton to measure customer satisfaction. As mentioned before, customers usually are satisfied based on the services the hotel provides. The Ritz-Carlton hotel can measure the customer satisfaction by using the best and faster room service for their customers. Besides that, the hotel can also provide questionnaire in every rooms for their customers to evaluate their satisfaction about the quality of services provided.
Another nonfinancial measures of customer satisfaction are Customer complaints. The Ritz-Carlton hotel should take in consideration about the customer’s complaint and making sure they improve in that weakness. By knowing what are the complaints the customer is experiencing, Ritz-Carlton are able to take the chance to improve their quality as well as increasing customer satisfaction. Besides that, through the complaints and suggestions by customer’s, the hotel will be able to know if the customers are satisfied with their services or not. This way they can measure the customer satisfaction.
Conclusion
In conclusion, Ritz-Carlton is a well-known hotel all over the world whereby the name itself shows luxury and quality. The Ritz treats quality as if it’s the heartbeat of the company. Therefore it is important for the hotel to know ways to maintain their quality and making sure their customer’s are satisfied from the services provided by the Ritz-Carlton. The hotel should have daily commitment to meeting customer’s expectations and making sure the hotel is free from any deficiency so that their quality is maintained. Since quality is important especially for the hotel industry, Ritz-Carlton should put more meaning behind its quality efforts in order to increase their profits as well as gain more customers’. Besides that, Ritz-Carlton should also have more educated and informed employees in a better position to make decisions in the best interest of the organization. Therefore, having the proper employees and service should be taken seriously in order to have the best quality, which could lead to customer satisfaction.
The Term Paper on Quality of Service for Mobile Ad Hoc Networks
Networks (MANETs) where every node moves arbitrarily causing the multi-hop network topology to change randomly and at unpredictable times. In this thesis an existing QoS framework is extended to be suitable for MANETs. In order to prove its correctness and ef? ciency the system is implemented and simulated using the ns-2 network simulator. 1. 2 Mobile Ad Hoc Networks A mobile ad hoc network is a ...
