Services Marketing of Ritz Carlton - Assignment Example

Service barriers "We are Ladies and Gentlemen serving Ladies and Gentlemen." Ritz Carlton The standards of service offered are measured by the client or customer's experience. A customer or a client will look at a place where he is treated as a king of his time with all the attention from an unknown person accepting all his needs as his own and making the customer fell comfortable at the alien location. The important barriers of service are: Service is invisible that can only be felt. Service is providing experience irrespective of the geography, culture, ethnicity and traditions.

Service is a global phenomenon but service providers vary with location. Thus each location has its own way of rendering the service according to the existing life styles of that region. Service includes effective communication irrespective of the region that creates another concern when dealing with people of different horizon. Service providers need to adopt different pricing to brand themselves to target unique customers of different earning potential. Service requirements and the mode of service differ in different locations i.

e some customers may prefer to self service in some instincts where as some prefers to be served in every moment of stay. A niche customer who is into business travel or leisure looks at a place where he can relax; enjoy, refuel his spirits before he ventures again to his routine busy life. The customer looks for a place where his experience lasts as a memorable movement of truth for years to come. The service delight is created by the Ambience: A neat and tidy surrounding with pleasant fragrance creates a relaxing and welcoming ambience in a service area whether in room, restaurant or at the lobby.

A timely updating of the changing dynamic ambience preferences will provide the repeated customer a chance to enjoy his stay Creating visual delight for a visual treat to all the customers The location of the hotel for being in the reach of the customer Cultural ethnic experience to create native ambience Providing a new touch of experience with respect to taste, tradition and ethnicity: A customer needs a unique experience with respect to ambience either resembling the nativity or addressing a theme that exits a specific group.

A unique set of cuisine delights enticing the customer to taste Creating experience blending high technology with human touch. Ritz Carlton is a niche market brand particularly aiming to serve the elite and unique set of customers who bother nothing else to pay for a delightful experience. To build a loyal base of repeat customers, there is no better way to do so than make sure that everyone who represents the organization is not only friendly and helpful, but well informed and responsive. To achieve unique service standards an organization has to build: A well receptive employee who cares guests at all moments can be a major asset to the organization.

A well treated employee will try to reciprocate the same value of dignity to the guests he serves. Employees are trained in new service aspects and technology to update them to the current needs of the customer. Reference: http://www.businessweek.com/managing/content/jun2008/ca20080625_920931.htm http://robert-craven.blogspot.com/2007/12/ritz-carlton-service-experience.html http://query.nytimes.com/gst/fullpage.htmlres=9F0CE0DA1139F932A05750C0A965958260dasbany@comcast.net http://www.furnishedquarters.

com/press_releases/view/2 http://www.marketingsphere.com/marketing-articles/customer-service.html