Subject category:
Case Method and Specialist Management Disciplines
Published by:
Harvard Business Publishing
Version: 5 March 1999
Length: 16 pages
Data source: Field research
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https://casecent.re/p/98279
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Abstract
This is a Spanish version. 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.
About
Abstract
This is a Spanish version. 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.