Ritz-Carlton Case Study - 950 Words

Ritz-Carlton Case Study The two different types of (CRM) Customer Relationship Management are operational and analytical CRM. â€Å"Operational CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers. Analytical CRM supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers. According to our text book the primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its customers.† The Ritz-Carlton has a Customer Loyalty Anticipation Satisfaction System (CLASS). â€Å"The system stores guest preferences, and alerts the front desk clerks when†¦show more content†¦The Ritz-Carlton can reach their customers by performing CRM functions over the internet is with personalization. â€Å"Personalization occurs when a web site can know enough about a person’s likes and dislikes that it can fashion offers that are more likely to appeal to that person. How can you get this information? First, you can get it by offering on-line surveys for customers and giving them a discount in return for filling out the survey. Partner with cheaptickets.com or Travelocity.com and start a data base system for the people that book hotels through them. Another opportunity that you can use to reach out to your customer is through youtube.com. Youtube.com gives you the option of either posting a video or you can pay to be in a commercial before the video starts. A third option but probably not as effective as the other options would be to send out an information and discount opportunity e-mail to corporate business and other customers. â€Å"The Ritz-Carlton could gain several things from using analytical CRM. According to the text book some of the benefits could be to give the customer more of what they want; find new customers similar to the best customers; find out what the organization does best; beat competitors to the punch; reactivate inactive customers; let customers know they matter.† â€Å"ERM stands for Employee relationship management. ERM provides employees with a subset of CRM applications available through aShow MoreRelatedRitz Carlton Case Study3888 Words   |  16 Pages Introduction to the Company The Ritz-Carlton Hotel Company is one of the premier hotel management companies in the world today. Their goal of providing world-class service to its guests is rooted in tradition. History The Ritz-Carlton tradition begins in the early 1900s in Europe. Caesar Ritz a well-known hotelier transformed the Ritz Paris and the Carlton in London into the redefined standard of luxury hotels in the early 1900s. Caesar Ritz died in 1918 but his wife continued the expansionRead MoreRitz Carlton Case Study1318 Words   |  6 PagesResources Management Instructors: Dr. Michael Thomas and Peter Martel Harvard University The Ritz-Carlton Hotel Company 1. Evaluate the effectiveness of the Ritz’s training and development system. To what extent does the system create the leadership, values, and culture of the Ritz? What specific aspects of the training program help new recruits understand what it is to be a Ritz employee? The Ritz-Carlton has three steps of service. First, the employees start with a warm and sincere greeting thatRead MoreCase Study on Recruiting for the Ritz-Carlton2618 Words   |  11 PagesCASE STUDY On RECRUITING FOR THE RITZ-CARLTON Submitted By: Group-05 Abu Fattah Emran | 11164042 | Md. Nurul Islam | 11164038 | Submitted To: Abbas Ali Khan, Visiting Faculty BRAC Business School BRAC University Date of Submission: 17 November, 2012 Table of Content: Title | Page No. | Company Overview | 1 | Case Summary | 2 | Question no-1 | 2-4 | Management Process | 2-3 | Measurement of recruitment effectiveness | 4 | Question No-2 | 5-7 | Conventional recruitment method |Read MoreRitz Carlton Case Study Essay1335 Words   |  6 PagesRunning Head: Ritz-Carlton Hotel Company Ritz-Carlton Hotel Company Case Study Steven Kane Benedictine University MBA 630: Operations Management August 11, 2013 The business problem facing Ritz-Carlton Hotel Company is how to continuously improve quality through quantifiable measures. Quality management in any service industry can be very complicated. Customers do not purchase a good, but are looking for an experience that exceeds all expectations. The problem is that each customer hasRead MoreRitz-Carlton Case Study928 Words   |  4 Pages3rd Assignment – Ritz-Carlton Hotel Company How does The Ritz-Carlton create â€Å"Ladies and Gentlemen† in only 7 days? The seven days countdown was a result of the evolution and refinement of the hotel opening process, which became more solidified in the late 1980s to early 1990s when hotel chain was opening many new properties. The first two days were devoted to orienting employees to The Ritz-Carlton culture and values, while remaining five days involved more specific skills training and trialRead MoreRitz Carlton Case Study1450 Words   |  6 Pagespressure to prove his mettle. He has been appointed as the General Manager of the Ritz Carlton which will be shortly opening at Washington D.C. the major challenge he faces is from Millennium partners who are the property partners along with Ritz Carlton and are equally responsible for the successful opening of the hotel. There are various issues that have risen out of this management contract is that Millennium accuses Ritz opening with far lower occupancy against their competitors which yields lesserRead MoreRitz-Carlton Case Study942 Words   |  4 Pages3rd Assignment – Ritz-Carlton Hotel Company How does The Ritz-Carlton create â€Å"Ladies and Gentlemen† in only 7 days? The seven days countdown was a result of the evolution and refinement of the hotel opening process, which became more solidified in the late 1980s to early 1990s when hotel chain was opening many new properties. The first two days were devoted to orienting employees to The Ritz-Carlton culture and values, while remaining five days involved more specific skills training and trialRead MoreRitz Carlton Case Study1767 Words   |  8 PagesThe Ritz-Carlton – Using IS to Better Serve the Customer | CURRENT | PROPOSED | 5Cs | Customer | Business and Leisure Travellers demanding individualized attention and high quality hotel experiences. Mainly focuses on corporate travel and meeting planners. | SAME | Company | 5* Luxury Hotels and Resorts Mostly franchisor and management contract providers with some ownership.Customer centric culture and use of knowledge base marketing. Human capital and systems support to provide personalizedRead MoreCase Study : Ritz Carlton Hotel1248 Words   |  5 PagesDebisingh HP 101-04 10/21/14 The Ritz-Carlton, Westchester The Ritz-Carlton legacy began with the celebrated hotelier Cesar Ritz, known as the â€Å"king of hoteliers and hotelier to kings.† His philosophy of service and innovations redefined the luxury hotel experience in Europe through his management of The Ritz Paris and The Carlton in London. Cesar Ritz passed away in February, 1918, and his wife Marie continued expanding hotels bearing his name. The Ritz-Carlton Investing Company was establishedRead MoreCase Study : Ritz Carlton Hotel1980 Words   |  8 PagesEXECUTIVE SUMMARY In the year 2000, The Ritz-Carlton Hotel Company paired with luxury real estate developer Millennium Partners to build a $225 million hospitality complex in the heart of Washington DC. This 300-room hotel was set to be the first out of a six-hotel deal between these two companies. The structure of the deal was that Millennium Partners would be the owners of the properties and The Ritz-Carlton would manage them. The newly appointed General Manger that was set to run the