Ritz Carlton Analysis

Ritz Carlton

When we talk about the economy of any country then one of the industries which have a great contribution for generating revenues is the hospitality or we can say hotel industry. The importance of hotel industry is also vital because it can even grab revenues from the foreigners. If the people coming out of their homes and even countries find a place where they can get a quality service along with comfort then they will prefer to visit again and again. This is true essence of the profitability of hotel industry. If we talk about the famous hotels which are always preferred because of their quality service then the name of Ritz Carlton would definitely be included in the list. According to tourists Ritz Carlton is the place where genuine care and hospitality is given to the respected guests. The guests are always welcomed in a warm relaxed environment.

Ritz Carlton is a chain of hotels serving a huge market of potential customers. If we talk about the history of the hotel then the very first Ritz Carlton hotel was opened in Paris in 1898. The company operates worldwide with a number of 57 hotels in 35 cities and 23 resorts. Actually at that time the owner of the Ritz Carlton was famous for his name as The King of Hoteliers. These hotels are luxurious but comfortable in all aspects. Therefore they can be the preference of any individual who is outside the home. The provision of quality service is the basic competitive advantage of the Ritz Carlton which highlights its position among rival companies in the hotel industry.

The mission statement of the Ritz Carlton states that the provision of genuine care and comfort is always the highest priority. The people themselves at Ritz Carlton are keen to the desire of each and every guest to be personally served. That’s why we can say that the employees are personally committed to the organizational mission. The logo of the Ritz Carlton is ‘We are ladies and gentlemen serving other ladies and gentlemen. For this reason the employees at the hotel irrespective of their geographical boundaries are always aimed to serve others in the way they want to be served. Their goals and objectives show the unanimity of all the employees regardless of their status and home country.

One of main factor contributing in the success of the Ritz Carlton hotel company is its talented staff members. The management has developed such a strong culture in the company where each and every employee irrespective of the gender is valued very much. These professionals are considered as the main source of the profitability of the company. Due to this importance the hotel staff members are also very committed towards their organization. Actually these talented staff members are the real assets of the company. There is no boundary of culture of geographical area rather every employee has to follow the culture of the organization itself. The work force diversity is valued and managed in a decent manner. A guest who was well served at Ritz Carlton shared her experience about the hotel staff. She praised the employees by saying that although every hotel trains their staff but the management at Ritz Carlton pays attention to little things which mostly other companies ignore. Therefore we can say that one of the key success factors for the management of Ritz Carlton is the staff also. The most important task for the staff members at Ritz Carlton is to provide best quality service to the visitors. There are three simple and easiest steps of providing quality service i.e. a warm welcome, fulfillment of needs and then a friendly good bye.

Like many other industries the company Ritz Carlton is also taking the advantage of technology advancement in its background processes. The guest profiling system with the help of a database is one of the important activities involving information technology. These databases then help the management to track the record of visits of their potential customers. Research and development department is also based on the internet services. The management pays great attention to the current prevailing market trends and thus has a flexible operational plan. Due to the flexibility they can change the business strategy as per market demands. Customer service is also provided in the form of a complaint program. All the filed complaints are regularly checked and improved.

Though keeping lower cost is an important strategy but Ritz Carlton focuses on the provision of highest quality to its customers which means that they want to capture the cream of the market. And because of this highest quality the customers are always ready to pay as much as they can. The management is always focused towards continuous improvements in its operations and this perfection is only possible due to research and development and also the customer feedback service. These activities show that how much Ritz Carlton is concerned about personalized care and service quality for their customers. These customers and also the staff members constitute a success for the company and also a well casted brand image in the eye of the customers.