Ritz Carlton Case

Case: The Ritz-Carlton : Managing the Mystique

Discussion Questions

1.- Ritz-Carlton wants to keep its service personal for every person in every location, every day, what challenges does that create for a hotel manager ?

The challenge that it creates it’s the need of more courses for employees , cause they are the ones that are always connected with the clients, so the staff from the bottom until the managers need to be always prepared and this only can happen through workshops, that the reason why once a employee is hired learning and development is design to ensure they are fully prepare to provide legendary series to the guest

2.- Is there still a role in today´s world for an international hotel chain to have Ritz-Carlton mystique ? Is high quality, standardized service more important than empowered service?

We all like to feel special, and that is what the Ritz- Carlton is trying to succeed about, cause sometimes it's more important to be empowered than to be standardized, although many of other hotels chains try to keep its high quality and keeps the monotone it's better to keep the empowered service cause give the guest a better service.

3.- Ritz- Carlton has launched a loyalty programme. How can you make such a programme distinctive from other hotel loyalty programmes

What the Ritz-Carlton does is trying to enforce its staff with several request in order to give the guest the best attention during the stay at the hotel, through a data base all employees gives info and they are always uploading new info so the next time de guest make a booking at the hotel at the data base they already know what are the tastes and preferences of the guest and also not to make the same mistakes just in case there were any of them.

4.- How should Ritz-Carlton use marketing communications to inform potential costumers about its unique service ?

The way that Ritz- Carlton can use the marketing communication is through the email, they can use this way to send newsletters and promotions they have, mail box can also be a good idea.

5.- What are the challenges for an international hotel chain in running an extensive employee learning programme as that operated by RC

The big challenge is to keep all staff updated, cause if they are not enough prepared than the hotel will lose its hallmark, so its very important to keep al employees ready and give them courses and make the feel as a very important part of the hotel. the employee engagement is a key factor to success.

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