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

IntroductionAs tourism industry has been increasing dramatically during the last two decades, hotel industry is at war. In global competition, hotel set up are required to offer non only standardized facilities, but also standardized services. To meet the different needs of customers in each mortal country while maintaining the same standards of services, global marketing strategy plays a critical 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 guest satisfaction being the highest mission, the Ritz-Carlton Hotel Company, is the first and only hotel company to win the desirable Malcolm Baldridge matter Quality pose and the only service company to win the award two times, with the most recent honor received in 1999.Brief account of Ritz-Carlton Hotel CompanyThe Ritz-Carlton Hotel Company was established in 1983 when real estate m ogul and former CEO William B. Johnson acquired the rights to the name made famous by Swiss hotel manager Cesar Ritz. The company manages more than 50 luxury 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 synonymous with luxury, and its hotels are 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 August 20th, 1987, President Reagan signed the Malcolm Baldrige N ational Quality Improvement Act, establishing an yearly National Quality Award. The purposes of the award are to promote quality awareness, recognize quality 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 even outtually bringing the processes to zero defects. One lesson the hotel has learned is not to underestimate the value of even one idea or quality onward motion 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 know that, without quality they would not be dominant in product and profit.AppendixThree Steps of Service1) A warm and sincere greeting. Use the guest name, if and when possible 2) forethought and compliance with guest needs 3) Fond farewell. Give them a warm good-bye and use their names, if and when possible. Mott oWe are Ladies and Gentlemen serving Ladies and Gentlemen CredoThe Ritz-Carlton Hotel is a regularise where the genuine careand comfort of our guests isour highest mission. We pledge to provide the finestpersonal service and facilitiesfor our guests who will alwaysenjoy a warm, relaxed, yetrefined ambience.The Ritz-Carlton experienceenlivens the senses, instillswell-being, and fulfills eventhe unexpressed wishesand needs of our guests.