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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“In my role as an academic researcher and writer for The RitzCarlton Hotel Company (Ritz) I have been engaged in the search for the company’s service excellence philosophy and practices. This search led me to conduct market research and explore potential market drivers to the Ritz brand, as well as to interview Ritz executives and stakeholders to gain insights into how the company defines, measures, and tracks its service quality. The results of this research were presented in the article “The Quest for Service Excellence: Concepts, Theory,
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The Ritz-Carlton hotel company, founded in 1980, was one of the very first luxury hotel chains, which opened its doors in the mid-80s. The Ritz-Carlton is considered one of the top luxury hotel chains in the world, as it is famous for providing luxurious service, top-notch amenities, and sophisticated facilities. As we all know, the Ritz-Carlton’s mission is to provide its guests with a seamless, personalized
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“I love The Ritz-Carlton Hotel Company. I’ve visited one of its luxury resorts around the world and its service excellence is unparalleled. “For instance, I experienced first-hand how Ritz-Carlton personnel’s commitment to customer service, goes far beyond mere greeting your guests, greeting them with smiles, greeting them with “welcome” and smiling, “welcome” greeting you in the morning after an unpleasant day spent at work, etc., etc. Ritz-
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[The RitzCarlton Hotel Company is a luxury brand of hotels. Their quest for service excellence is ongoing and continuous. The company’s leadership, however, recognizes that service excellence is not a one-time project and is the result of a continuous effort. In 2007, it hired Nelson M Fraiman as its Chief Customer Officer, and his first assignment was to take the customer experience to the next level, and this is a story about that experience. The customer experience begins with the front desk. When you arrive
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Based on the text material provided, can you paraphrase the main idea of the case study written by Nelson M. Fraiman from The RitzCarlton Hotel Company?