Product details

By continuing to use our site you consent to the use of cookies as described in our privacy policy unless you have disabled them.
You can change your cookie settings at any time but parts of our site will not function correctly without them.
Prize winner
Published by: Harvard Business Publishing
Originally published in: 1994
Version: 5 March 1999

Abstract

Explores the interface of an information system that keeps track of guests and their preferences, and the people systems that deliver multiple services at Ritz-Carlton hotels. The luxury hotel chain's unique service credo and commitment to quality principles are discussed as well as the attention to hiring and training. At the heart of the case is the Ritz-Carlton commitment to serving the customer.
Location:
Size:
USD471.4 million revenues, 14,000 employees
Other setting(s):
1993-1994

About

Abstract

Explores the interface of an information system that keeps track of guests and their preferences, and the people systems that deliver multiple services at Ritz-Carlton hotels. The luxury hotel chain's unique service credo and commitment to quality principles are discussed as well as the attention to hiring and training. At the heart of the case is the Ritz-Carlton commitment to serving the customer.

Settings

Location:
Size:
USD471.4 million revenues, 14,000 employees
Other setting(s):
1993-1994

Related


Awards, prizes & competitions