Ritz Carlton case

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Ritz Carlton Case Géraldine ARTIGNY Carolina DEPONGE

description

Ritz Carlton

Transcript of Ritz Carlton case

Page 1: Ritz Carlton case

Ritz Carlton CaseGéraldine ARTIGNYCarolina DEPONGE

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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!

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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.

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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.

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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.

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Thanks for your attention!