Service Quality at the Ritz-Carlton Hotel Company Essay -- essays rese

IntroductionAs tourism diligence has been increasing dramatically during the last two decades, hotel industry is at war. In global competition, hotel chains argon required to gallop not only standardized facilities, but also standardized services. To encounter the different needs of customers in each individual country time maintaining the same standards of services, global marketing strategy plays a critical role. be a leader in upscale hotel chain industry, The Ritz-Carlton Hotel took a bizarre path to compete with its rivals. Founded on principles of groundbreaking levels of customer service, and with node joy being the highest mission, the Ritz-Carlton Hotel Company, is the first and only hotel company to win the desirable Malcolm Baldridge internal select swag and the only service company to win the salute two times, with the most recent honor received in 1999. apprize History of Ritz-Carlton Hotel CompanyThe Ritz-Carlton Hotel Company was established in 1983 when r eal terra firma mogul and former CEO William B. Johnson acquired the rights to the name made famous by Swiss hotelier Cesar Ritz. The company manages more than 50 luxury hotels worldwide, in Australia, China, Indonesia, Japan, Malaysia, Mexico, Puerto Rico, Singapore, South Korea, Spain, the US, the US Virgin Islands, etc. The Ritz-Carlton name is synonymous with luxury, and its hotels are consistently rated among the best in the world. The company operates sales offices in Germany, Japan, the unite Arab Emirates, Singapore, the US, and the UK. Hotel giant Marriott International owns the company. Besides Four Seasons hotel, its top competitors are Fairmont Hotel focus and Starwood Hotels & Resorts Worldwide. (www.ritzcarlton.com) History of the Malcolm Baldrige National Quality AwardThe Malcolm Baldrige National Quality Award sets the standard for excellence for U.S. companies. Named for the former Secretary of Commerce, on August 20th, 1987, death chair Reagan signed the Malcol m Baldrige National Quality Improvement Act, establishing an annual National Quality Award. The purposes of the award are to promote timberland awareness, recognize quality achievements of U.S. companies, and publicize successful quality strategies.Hunt (1993, ... ...o see how well youre doing and how to do it better, and consequently eventually bringing the processes to zero defects. One lesson the hotel has learned is not to belittle the value of even one idea or quality advantage effort. The Ritz-Carlton has become an intelligent organization, where all people understand and actively participate in the processes that support the creation of excellent service. It has come to know that, without quality they would not be dominant in product and profit.Appendix trio Steps of Service1) A warm and sincere greeting. Use the guest name, if and when possible 2) Anticipation and compliance with guest needs 3) Fond farewell. leave alone them a warm good-bye and use their names, if an d when possible. MottoWe are Ladies and Gentlemen function Ladies and Gentlemen CredoThe Ritz-Carlton Hotel is aplace where the genuine careand comfort of our guests isour highest mission. We crisp to provide the finestpersonal service and facilitiesfor our guests who will alwaysenjoy a warm, relaxed, yetrefined ambience.The Ritz-Carlton experienceenlivens the senses, instillswell-being, and fulfills eventhe unexpressed wishesand needs of our guests.