Ritz Carlton case
description
Transcript of Ritz Carlton case
Ritz Carlton CaseGéraldine ARTIGNYCarolina DEPONGE
How do the hotel concierges use
technology to make personal
recommendations?
By offering a new experience based on technology they are closer to customers and reach their specifics needs at anytime,
any moment!
How do they relate to 3rd
party recommendation sites? What is the strategy?
It is more than adaptation!
Ritz Carlton relates to 3rd party recommendation site because they perfectly understand the
needs of the guests and which applications they are using.
The brand is present where the guest is expecting it. Their presence in the
social media "Foursquare" perfectly reflects this engagement with the
customers.
What is the strategy
behind ”Art of the Craft”?
The strategy behind "Art of the Craft" is to propose a short video (around 2
minutes) presenting the values of some of the key jobs in the hotel: Housekeeping supervisor, Shoe
shine valet, Chef de cuisine, Sommelier, Steward and Florist.
It is a good way to discover the passion and dedication of these ladies and gentlemen serving ladies and gentlemen. It
shows what customer services is all about.
The concept demonstrates customer service excellence. Ritz Carlton creates
and redefine the values of service.
Analysis - Ritz Carlton online
strategy to Renaissance
Hotels Navigator program
The Renaissance Hotels Navigator Program developed an amazing concept of ambassadors where
persons native from the country or the place where is located the hotel
present the destination.
They give tips and advices to the guests.
These ambassadors are journalists but also
persons like you and me. This concept creates
proximity.
Thanks for your attention!