Ritz Carlton

Service: The Ritz Carlton Hotel Co.

Ritz Carlton intensively expanded throughout the world such as Asia/South Pacific, Europe/Middle East, the Americas and Caribbean. There entire strategy was to acquire management contracts for new hotels and resorts. Not only that they wanted to go Nationwide, they wanted their luxury hotel chains to be well known internationally. It all started from a well known man named Cesar Ritz, who had a dream to operate his own superior hotel chain which was primarily called London’s Carlton Hotel and soon became the Ritz Carlton Hotel Company. Ritz Carlton’s management had a goal to set, which was for their customers to remember the experiences that they had in the Ritz Carlton Hotels. Since Ritz Carlton whole business model was to provide excellent service to their guest, they were successful in doing so. Ritz Carlton hotel has their technique in targeting customer; they used positioning to create an identity in the minds of businesses for their services and organization. While people might question “What is the essence of The Ritz Carlton experience?” and “What is The Ritz Carlton selling?”

• Greeting travelers at airports

• Technology Butler

• Pre-sold business meetings (reserved)

• Personalized service (Guest Recognition)

• Customized service for preferred customers

As Ritz Carlton surely being the best hotel operators, they provide desirable service to their customers. Ritz Carlton’s managers ambitiously targeted the independent travelers and meeting event planners because they knew if they made a close relationship with these individuals, it would certainly be a competitive advantage for Ritz Carlton hotel. James McBride as a general manager was a motivated person that always wanted top notch service to be provided by Ritz Carlton’s staff or in his words “Ladies and Gentlemen”. McBride visited airport terminals to greet travelers with “mimosas and discount coupons” which were...