Final Gold Standard Essay

Final Gold Standard Essay

We can learn much from the Ritz-Carlton Gold Standard and their exceptional customer service philosophy and orientation. “Putting on the Ritz” has always meant top-quality, the best of the best. Where did they acquire this reputation? From their customers – and it is well deserved. The Ritz-Carlton focuses on taking care of their customers and employees and this creates an amazing standard of customer service. In a recent independent survey, 99 percent of guests said they were satisfied with their Ritz-Carlton hotel experience and over 80 percent stated they extremely satisfied. The key to impressive customer service is to create loyal customers. Loyal customers return again and again to spend there money and are less price sensitive. Satisfied customers might return, but are equally likely to go anywhere else and seek out the lowest price. Therefore, satisfaction is virtually meaningless and only customer loyalty truly counts. Ritz Carlton Hotels rank among the top “customer service” companies in the world. Their “Gold Standard” is highly praised, and is used as a “best practice” training model in many similar hotels. It is therefore, the benchmark is providing customer service in the lodging sector of our industry. Essay Assignment: Below is the Gold Standard which can be found on their website. After reviewing, write a 350 – 400 word essay using APA Citation and Reference Style Guidelines on the following topic: “Ritz Carlton Gold Standard: Why it should be the Benchmark for Hospitality Customer Service Teams Across the World” Within the body of the paper, research and touch upon where the general level of customer service is currently in our industry (can be in broad terms), where we need to go as an industry, and how various companies might learn from the Ritz Carlton Model. For example, how might a company go about implementing a “Gold Standard” plan to increase its level on quality customer service? You may give specific examples from your research, but if you do, be sure to site them in your bibliography. Personal opinion is also welcome…..be creative! Ritz Carlton Gold Standard The Credo The Ritz-Carlton Hotel is a place where the genuine care and comfort of our guests is our highest mission. We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambience. The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests. Motto At The Ritz-Carlton Hotel Company, L.L.C., “We are Ladies and Gentlemen serving Ladies and Gentlemen.” This motto exemplifies the anticipatory service provided by all staff members. Three Steps Of Service 1.A warm and sincere greeting. Use the guest’s name. 2.Anticipation and fulfillment of each guest’s needs. 3.Fond farewell. Give a warm good-bye and use the guest’s name. Service Values: I Am Proud To Be Ritz-Carlton 1.I build strong relationships and create Ritz-Carlton guests for life. 2.I am always responsive to the expressed and unexpressed wishes and needs of our guests. 3.I am empowered to create unique, memorable and personal experiences for our guests. 4.I understand my role in achieving the Key Success Factors, embracing Community Footprints and creating The Ritz-Carlton Mystique. 5.I continuously seek opportunities to innovate and improve The Ritz-Carlton experience. 6.I own and immediately resolve guest problems. 7.I create a work environment of teamwork and lateral service so that the needs of our guests and each other are met. 8.I have the opportunity to continuously learn and grow. 9.I am involved in the planning of the work that affects me. 10.I am proud of my professional appearance, language and behavior. 11.I protect the privacy and security of our guests, my fellow employees and the company’s confidential information and assets. 12.I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment. Functional The Employee Promise At The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests. By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company. The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and The Ritz-Carlton Mystique is strengthened. Reference Ritz-Carlton. (2013). Gold Standards. Ritz-Carlton. Retrieved from http://corporate.ritzcarlton.com/en/About/GoldStandards.htm Submission Instructions: APA format is required Refer to the grading rubric for specific expectations and requirements. Once the assignment has been submitted, turnitin.com will automatically generate a similarity report. You should be aiming for a similarity score of less than 20%, excluding the reference page. This means that 80% or more of the content of your paper is written using your own original content. Grading Rubric