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Marketing Excellence

In: Business and Management

Submitted By zachy115
Words 656
Pages 3
Marketing Excellence
Student’s Name
Institutional Affiliation
21st January 2015

Marketing Excellence -The Ritz-Carlton
The Ritz-Carton Hotel places special emphasis on their customers’ satisfaction through their vital and unmatched customer service. The Hotel ensured this is possible by reinventing the customers’ view and experiences of the customer service in a luxurious hotel. The Hotel has the finest facilities such as private baths, fresh flowers and personalized customer service, which is unlike other five star hotels. As other competitors concentrated on defining themselves through facilities, amenities and the prestigious rooms, Ritz-Calton took a different direction - unique emphasis on customer service and experience. Ritz-Calton ensures that all guests have a memorable experience at the hotel by meeting their every need, including those needs and wants that are unique to them.
In order to compete effectively with other five star hotels, Ritz-Carton Hotel ensures that the staffs are well trained on how to handle the customers. The staffs are trained on the three steps of consumer service that involve welcoming the customer in warm sincere greetings , ensuring the full satisfaction of the customer’s needs during the stay at the hotel and finally a fond farewell and letting the customer know that he/she is welcome again. The guests are treated with utmost respect and warmth that ensures customer is fully satisfied (Alsabbagh & Ahmad, 2013). This ensures that Ritz-Calton does not lose its customers to competition.
Furthermore, Ritz-Carton employs 12 unique customer service values which motivate the staffs to serve the guests to their highest satisfaction. It is also notable, from the case facts, that Ritz-Calton budgets for the personalization of the guests’ experience – each staff can spend up to $2000 per guest in order to make their experience...

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