Ritz Carlton Hotel Comapny Difference
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Case Analysis 7 The Ritz-Carlton Hotel Co.
The Ritz-Carleton Hotel Company, founded in 1898 by Cesar Ritz relying on his vision of excellent personalized service that satisfied the most discerning guests, is a management company operating 38 hotels and resorts across the globe. James McBride, general manager of the new Ritz-Carleton in Washington D.C., is facing a dilemma. Brian Collins, manager of hotels for Millennium Partners, which owns the hotel that The Ritz-Carleton was about to open, had his own ideas about what constituted luxury service and how the hotel's general manager should approach the new hotel opening. These ideas of Collins questioned The Seven Day Countdown, which was a process that was a result of the evolution and refinement of the hotel opening process, which became more solidified in the late 1980s to early 1990s when the hotel chain was opening many new properties.
Collins questioned whether the process limited the hotel's ability to open at a higher occupancy rate. Collins wanted to ensure that the service established was flawless and a real draw for customers. McBride acknowledged the investment made by Millennium Partners certainly gave Collins the right to voice his opinions...