Customer Service at Ritz-Carlton

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Case Details:

Case Code : MKTG310
Case Length :13 pages
Period :2000-2013
Pub Date : 2013
Teaching Note :Not Available
Organization :Ritz Carltonr
Industry :Hospitality
Countries :US; Global

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This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.

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About Ritz-Carlton

The Ritz-Carlton Hotel Company, L.L.C., based in Chevy Chase, Maryland, US, was a wholly-owned subsidiary of Marriott International, Inc. (Marriot). As of September 2013, it operated 81 hotels and resorts in the Americas, Europe, Asia, the Middle East, Africa, and the Caribbean, with 30 more projects under development across the globe. Marriott International had a revenue of US$3 billion for the year 2012 (Refer to Exhibit II for Marriott's Revenues).

Marketing Management Case Studies | Case Study in Management, Operations, Strategies, Marketing Management, Case Studies

The Ritz-Carlton hotels were known for their luxury and the world-class service they offered to guests. Further Ritz-Carlton was the only service company to have earned the prestigious Malcolm Baldrige National Quality Award twice – 1992 and 1999. In addition to this, the company earned many other awards and certifications in recognition of its quality excellence and achievements.. ...

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