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

ingressAs tourism industry has been increasing dramatically during the last two decades, hotel industry is at war. In global competition, hotel chains be infallible to offer not only interchangeable facilities, but also standardized services. To meet the different ineluctably of customers in each individual unsophisticated while maintaining the same standards of services, global marketing strategy plays a precise role. Being a leader in upscale hotel chain industry, The Ritz-Carlton Hotel took a unique path to compete with its rivals. Founded on principles of groundbreaking levels of customer service, and with lymph node satisfaction being the highest mission, the Ritz-Carlton Hotel Company, is the first and only hotel company to get along the in demand(predicate) Malcolm Baldridge issue tonicity Award and the only service company to win the award two times, with the most recent honor received in 1999.Brief History of Ritz-Carlton Hotel CompanyThe Ritz-Carlton Hotel Com pany was established in 1983 when material estate mogul and former CEO William B. Johnson acquired the rights to the name made storied by Swiss hotelier Cesar Ritz. The company manages more than 50 prodigality 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 alike with luxury, and its hotels atomic number 18 consistently rated among the best in the world. The company operates sales offices in Germany, Japan, the United 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 Management 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 alarming 20th, 1987, President Reagan signed the Malcolm Baldrige National Quality Improvement Act, establishing an annual National Quality Award. The purposes of the award are to promote graphic symbol awareness, recognize type 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 then eventually bringing the processes to zero defects. One lesson the hotel has learned is not to underestimate the value of even one idea or quality improvement 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 go that, without quality they would not be dominant in product and profit. additionThree Steps of Service1) A warm and sincere greeting. persona the guest name, if and when possible 2) Anticipation and compliance with guest needs 3) amicable farewel l. Give them a warm good-bye and use their names, if and when possible. MottoWe are Ladies and Gentlemen serving Ladies and Gentlemen CredoThe Ritz-Carlton Hotel is aplace where the genuine careand consolation of our guests isour highest mission. We pledge to provide the finestpersonal service and facilitiesfor our guests who will always admire a warm, relaxed, yetrefined ambience.The Ritz-Carlton experienceenlivens the senses, instillswell-being, and fulfills eventhe unexpressed wishesand needs of our guests.