CASE STUDY
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.