Question

In: Operations Management

Answer the following post with a constructive criticism The post below is with the following instructions...

Answer the following post with a constructive criticism

The post below is with the following instructions of:

please choose a company from the service sector, renowned for its excellent customer provision, and provide a brief overview of its sustainability and long-term profitability strategy. What is that makes its customer service unique or unbeatable?

post:

Ritz Carlton is one of the leading international hotels in the world, which has been admired for its exсellent customer service and continuous status of luxury hotel. In order to keep this good position in a very competitive service industry Ritz Carlton uses TQM strategies and continuous improvement.   Ritz Carlton has implemented TQM in all of its aspects, but it really payed close attention to its employees who play a major role in providing excellent service to customers.   Ritz Carlton has a book which communicates its vision to all the employees. There are all the expects relating to quality described. The famous quote from that communication book is: ''Ladies and gentlemens serving Ladies and gentlemens". This emphasizes the fact that the hotel really cares about their employees and creates good and comfortable work environment for them. This helps to sustain  long-term profitability and customer satisfaction for Ritz Carlton.   Ritz Carlton communicates quality standards to all of its employees and members in order to make them follow those standards.

Solutions

Expert Solution

Q: What is that makes its customer service unique or unbeatable?

A: Ritz Carlton is known for its customer service standards and its very branding is based on being unique and unbeatable in the hospitality industry benchmarking its customer satisfaction as the best in the industry. It sets the standards of the hospitality luxury market. It has revolutionized the hospitality luxury market sector in matching customers expectations and high demands with a suitable tailormade customer service options and facilities with continuous innovation and challenging the status quo. It's entire branding from logo to colour schemes are carefully selected to appeal to the customers tastes and preferences to seek to play on the customers psyche engaging in brand appeal and status symbols. Ritz Carlton also believes in Total Quality Management (TQM) which is a systematic and professional approach towards customer satisfaction engineering and experience of the products and services to remain in the memories rather to play up on the insatiable customers needs and demands. Ritz Carlton pays great attention to detail when it comes to customer service and employs highly trained, well motivated and equipped teams who are expected to go out of their way to serve customers in a manner what is called commonly referred to as 'exceeding expectations' wherein the differentiating factor in the service industry are its people/staff and not just its products and facilities provided making it an unique or win-win offering to its clientele and can continuously raise the bar in terms of its own standards and products to cater to the ever evolving tastes and preferences of its customers. Ritz Carlton were the first to introduce standardized recruitment and selection of team members to expect a consistent and uniform approach towards excellent customer satisfaction and high end luxury market expectations and desires. Ritz Carlton has set "Gold standards" which includes its motto "Ladies and Gentlemen serving Ladies and Gentlemen" that indicates its desire to provide the best staff to manage the best customer services and emphasis in laid on essential service steps like providing a warm welcome to guests (courteous and welcoming to make customers feel important), anticipating guest needs (being proactive and helpful to exceed customer expectations) and giving a fond farewell (so that a customer has fonds memories and feels missed). This service motto encompass and map the entire customer journey throughout their stay from arrival and check in to departure or check out stages. The look and feel keeps changing so that customers do not get bored of the same old fare offered by its restaurants and bars. The rooms are elegantly designed, appointed and furnished. The amenities and facilities are amongst the best in class luxury from across the world. Thus, it's great efforts at creation and sustainance of customer service standards and service delivery of staff becomes an unbeatable combination in the industry thereby a worldwide benchmark or gold standard.


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