The RitzCarlton Hotel Company The Quest for Service Excellence Nelson M Fraiman Linda V Green Aliza Heching Garrett van Ryzin 2010 Case Study Solution

The RitzCarlton Hotel Company The Quest for Service Excellence Nelson M Fraiman Linda V Green Aliza Heching Garrett van Ryzin 2010

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The Ritz-Carlton Hotel Company is a renowned luxury hotel brand with a reputation for providing exceptional guest service. As the CEO of The Ritz-Carlton, Nelson M Fraiman’s, vision is to “inspire a passion for life” through an unwavering commitment to creating unparalleled and seamless guest experiences. For over twenty years, Ritz-Carlton has developed a consistent and strategic approach to customer experience. Through a combination of branding, customer experience strategy, and operational

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“The RitzCarlton Hotel Company, located in Orlando, Florida, has established itself as a world-class luxury hotel brand. It has set itself apart from other hotels in the competitive market with the help of its exceptional service quality. The success of this company is attributed to the exceptional leadership of its CEO, RitzCarlton, Ritz Carlton, and Ritz Carlton. They have a highly trained, educated, and experienced staff that provides exceptional customer service. The brand’s emphasis on customer service is not only reflected in

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“The RitzCarlton Hotel Company is dedicated to providing the highest levels of service excellence. Their Quest for Service Excellence program is a commitment to ensuring that every aspect of their operations is executed with a high degree of care, attention, and respect for their guests. For this case study, I have selected an article written by Linda V Green, Vice President of Global Operations for The Ritz-Carlton. In this article, she discusses the history and evolution of The Ritz-Carlton’s Quest for Service

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“Every day we strive to provide our guests with unforgettable experiences, and I believe that we have succeeded. As The Ritz-Carlton Hotel Company, we remain focused on our mission to serve our guests by delivering a quality experience that exceeds their expectations in every area. We are committed to excellence in all aspects of our business. I’m proud to report that in the third quarter of 2010, we achieved 99% of our targeted earnings per share for the period, even in a difficult global economic climate.

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The RitzCarlton Hotel Company’s (Ritz) purpose and the key value proposition that guides it—to elevate the human experience—is evident across all aspects of the company. As a result, Ritz offers top-quality, personalized service that sets it apart from its competitors. reference The RitzCarlton philosophy focuses on the needs of each guest, and is based on the concept that the guest’s experience is the property of the company. hbs case solution It’s a philosophy of “We Care, People First,” and it guides the

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Today I’m at The RitzCarlton Hotel Company (“The Company”) in Dartmouth, Massachusetts. They were gracious enough to host me for a day for this meeting. We had three teams from The Company’s Boston operations – Dartmouth, Newton, and Boston, along with three teams from The Company’s San Francisco operations – SFO and Marin County. It’s always an interesting challenge for us, the case teams. We’re all coming from different companies and each day I find myself asking questions about the world’s

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The RitzCarlton Hotel Company The Quest for Service Excellence The RitzCarlton Hotel Company is a hotel corporation that has embarked on a journey to be a leader in delivering service excellence. Since its inception in 1994, it has undergone significant changes that have led to an overhaul of the company’s culture, strategy and operational processes. 1. A vision for Service Excellence The RitzCarlton’s mission statement, “Experience the ultimate