"The Ritz-Carlton" Case Study
This paper is concerned with the analysis of the case of The Ritz-Carlton, one of the world’s most famous luxury hotel chains. It is considered to be the company which provides “superlative services” (Bolman & Deal, 2014) of the exceptional quality, aiming to meet the needs of the most exacting clients. Consequently, this hotel chain ranks alongside the most competitive hotels, thus proving to be one of the most reliable companies that serve tourists in many parts of the world. The Ritz-Carlton hotel chain is well-known for so-called “wow stories” that are the example of the impeccable approach of the hotel management to the most unusual situations and requests made by the guests of the hotels. Therefore, the proficiency of the hotel staff and the steady readiness of the hotel management to resolve perplexing issues comprise the foundation of the success enjoyed by The Ritz-Carlton hotel chain worldwide.
As mentioned above, The Ritz-Carlton hotel chain matches up to the most competitive hotels in the world, being named a company that has a reputation for the so-called “first-class service” of the outstanding quality (Mattila, Wu & Choi, 2016). It has a lot of key differences that discern the hotel chain among the other average facilities. For example, it has always been known for its perfect cleanness that is demonstrated by the perfect state of the hotel suites with their pristine bathing rooms and the abundance of the fresh flowers in each room. Also, it is a proved fact that the hotel chain was the first to offer their guests the private baths in their suites. The other point that has always been a question of honor for the hotel management is the appearance of the staff. Every person who is engaged in direct serving the clients is dressed in the formal attire, and the styles range from the black tie and the white tie attires to the morning coat ones. Consequently, The Ritz-Carlton hotel chain was one of the first hotel chains that put the clients on the top, showing its commitment to meet their requirements at no matter of their nature and the time of the potential requests. The clients enjoy being served according to the highest standards and this feeling of distinction achieved with a vast number of different services and practices is the major pre-requisite of the roaring success of The Ritz-Carlton hotel chain. It discerns the hotel chain from the other powerful competitors, demonstrating the high rates of the “customer loyalty” (Wan, 2015, p.13).
The exceptional quality of the service according to the highest standards possible has been proved many times by the so-called “wow stories.” Being committed to the creation of the unique memories of the wonderful personal experiences, meeting the standards of the refined language, exquisite appearance, and professional behavior, the hotel staff is dedicated to the continuous, comprehensive support of the clients of the hotel chain. Thus, the history of the customer service counts numerous cases of the impeccable service and …