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Ritz Carlton Match Up to Competition and Wow Stories

In: Business and Management

Submitted By Mihadul
Words 356
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The importance of “wow stories” in customer service for a luxury hotel such as the Ritz-Carlton is what distinguishes itself from its competitors. The Ritz-Carlton for years has been practicing anticipating the customer’s needs and making them a reality. This solely puts them in a class all on their own. All of this simply put is how they create an extra ordinary stay for their guests. This demonstration helps show people that the company is willing to go above and beyond to make a person’s stay the best one that they have ever had. These memories that are created are passed around in stories to others and have that awe effect to inspire, motivate, and reinforce a company's vision statement and values. Each day during the lineups which are daily fifteen minute staff meetings at the Ritz, someone reads what is known as the "wow story" of the day, (Gallo, 2011). The same story is shared across hotels in 21 countries, so a waiter in Boston will hear the same story as a concierge in Bali; a housekeeper in Shanghai will hear the same story as a doorman in Hong Kong. The stories that are read single out an individual employee who goes above and beyond who offers exemplary service to help create the mystique that turns extravagant travelers into repeat guests. An example of one of the “wow stories” is that a family staying at the Ritz-Carlton, Bali, son suffered from food allergies. Well the staff searched the town for the appropriate foods and could not find them, but the executive chef at the resort remembered a store in Singapore that sold them. So he contacted his mother-in-law, and asked that she buy the products and she personally flew to Bali herself to deliver them. Of course, the family was delighted after an experience like that. The story has two purposes: First, to recognize an employee's commitment in front of his or her peers and second, to reinforce a...

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