CASE STUDY

“We are ladies and gentlemen serving ladies and gentlemen”

2014

Warm

Welcome

Employee

Senses

Guest Wish

or Need

Employee

Breaks

away from

Routine

Duties

Employee

Applies

Immediate

Positive

Action

Determine

Guest

Reaction

If

Dissatisfied

Anticipation

Compliance

with Guest

Needs

If

Satisfied

Escalate

the

Complaint

Fond

Farewell

Document

the Incident

Employee

Returns to

Routine

Duties

Guest

Memory

System

The bustling city of Dubai

3 STEPS OF

SERVICE

LUXURY

Macro-Environment Analysis

Macro-Environment Analysis

Plan: Confirm/Modify Vision, Strategy, Methods and Foundations

Do: Select Ritz-Carlton Strategic Mandates

Do: Develop Ritz-Carlton “Vital-Few” Objectives and Targets

Volunteaming: an untraditional group activity

VolunTeaming combines teambuilding with volunteer activities that create lasting memories for the participants. The Ritz-Carlton, DIFC partners with SENSES Dubai, the first non-profit specialized residential centre in Dubai. This half-day

activity allows teams the unique experience of working with our chefs to prepare delicious cookies and pastries for the kids. The group is actively involved in cooking as well as in packing the items, before being invited to visit the school to distribute the goodies and interact and play with the children

COMPETITORS

MARKETING STRATEGY

LUXURY

GREETINGS

Created by Manpreet Singh, IIT Kanpur, during a marketing internship by Prof. Sameer Mathur, IIM Luchnow.