The ritz carlton hotel company case study report

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Your Customer Service Is Your Branding: The Ritz-Carlton Case Study

Page Contents. Leave a Reply Cancel reply Your email address will not be published. At the same time, the leadership of The Ritz-Carlton standardized one more aspect of its operation: the language to be used by its employees. In retrospect, this may have been an overreach, though at the time and for two decades running, it seemed to be working. To help launch their Ritz-Carlton luxury hotel brand [the founding leadership] decided on a set of ideal phrases for use in conversation with customers, then trained employees to use those phrases.


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Soon, even Chik-fil-A was saying "my pleasure" at the drive-through window. So in the mids, after plus years of success, The Ritz-Carlton Hotel Company started to notice some disturbing feedback on its surveys.

Unfortunately, what we were finding is that the very consistency itself was coming across as formal and excessively traditional. It was no longer tracking well with a majority of consumers, and especially with our younger guests, who perceived it as inauthentic.

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When Ritz-Carlton received this feedback, it acted on it, getting rid of the prescribed language choices and scripted phrases. We focus now on authentic, unscripted conversation and interactions with the customer. In the early days when putting together this hotel company and growing it globally, we scripted almost everything. International Journal of Hospitality Management, 28 3 , Cable, D.

Step 1 - Reading up Harvard Business Review Fundamentals on the Technology & Operations

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The Ritz-Carlton Hotel Company Case Study

Fleming, J. HumanSigma: Managing the employee—customer encounter. Furness, A.

Journal of Applied Social Psychology, Primal leadership: Realizing the power of emotional intelligence. Boston: Harvard Business School Press. Kristick, J. Filling the leadership pipeline. Training and Development, 63 6 , Laff, M.

CASE ANALYSIS OF RITZ CARLTON COMPANY

Steady under pressure: Training during a recession. Training and Development, 62 8 , Lutz, C. Unnatural emotions: Everyday sentiments on a micronesian atoll and their challenges to western theory. Chicago: University of Chicago Press.

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