Product details

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Published by: Harvard Business Publishing
Originally published in: 1994
Version: 5 March 1999

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

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.

Settings

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

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