Questions on Ritz-Carlton Case
1. Describe the relationship for Ritz-Carlton between service and the customer experience on the one hand, and business strategy on the other.
2. According to the case, from recruitment, onboarding, training, and professional development, Ritz-Carlton has an intentional approach to managing its employees. Choose three aspect (or examples) of the company's management of employees, describe them, and relate them to the ultimate goal of providing a superior customer experience.
3. Describe 3 examples from the case of how Ritz-Carlton uses its understanding of "what customers really want" to define aspects of the entire hotel experience. How do the Service Quality Indicators (SQIs) in Exhibit 5 demonstrate the company's approach to managing according to customer expectations and the ultimate drivers of business performance?
4. The case describes the launch of a new hotel. What seem to be the key challenges in launching, and how does Ritz-Carlton seek to control these variables in order to ensure the proper customer experience from the beginning?