The Secret Weapons of Service in the Hospitality Industry: A Case Study of Ritz-Carlton

This report discusses the concept of customer service in the hospitality industry, with a focus on Ritz-Carlton. It covers the five categories of customer service system, including preparation, execution, guest preference and experience tracking, recovery, and continuous improvement. The report also explores service recovery models, including the LEARN method and ARFFD model, for effective resolution of customer issues. Course code, course name, and college/university are not mentioned.

The Secret weapons of
Service

Contents
Introduction.............................................................................................................................................3
Customer service system.........................................................................................................................3
Services recovery-...................................................................................................................................4
Conclusion...............................................................................................................................................6
Reference.................................................................................................................................................7

Introduction
Hospitality industry or sector consist of the lodging and food and beverage operation
additionally institution food and beverage services which do not cater to travelling public.
Hospitality industry is work with the purpose to provide an enjoyable experience to their
customers. Whether that enjoyment comes from the eating delicious meal, getting good night’s
rest away form their home, relaxing in the luxurious spa, making sure that all guest is taken good
care of is paramount. Hospitality consists in treating the other people in most appropriate for
specific situation ways. Main characteristic of hospitality include understanding and ability to
help the other people, respect and which works as its foundation (Ban and et. al., 2022). In this
report chosen organization is Ritz- Carlton which is a luxurious hotel. It has around 108 luxury
hotels and resort within approximately 30 countries. This report will include concept of
customers service, categories of customer services system and services recovery models.
Customer service system
Services system is an action that an organization executes consistently in order to make
their guest experience better. It can be divided into five categories in relation to Ritz- Carlton
these five categories are mentioned below:
 Preparation- There is great service experience prior to the delivery training, technical
know how, having standard, knowledge about the product (Johnson, Thompson and Paul,
2022). In relation to Ritz- Carlton, this category builds a culture of yes.
 Execution- This system helps the employees with an interaction and consistently
provides a high level of the services. In context of Ritz- Carlton it provide budget for its
employees to utilize and Montage Resort have also developed 4s framework including
stop, smile, stand and offer salutation for guiding the workers.
 Guest preference and experience tracking- In this system, guest’s experience is
enhanced by making their needs more personal (Zumitzavan, 2022). In relation to of
Ritz- Carlton, by talking to all properties ‘ a lot of guest preferences are noted frequently
form the observation and also listen them, give the organization an ability to deliver a
unexpectedly to enhance the guest’s sense of the wonder.

 Recovery- In this organization uses a different system to handle a critical situation when
things go wrong. Of Ritz- Carlton have four quality standards which do not deviate. Inn t
the Little Washington has also an emergency clear that consist of the immediate efforts
by all the staff. The respective hotel needs to follow all these framework as they are very
important to the services delivery in organization.
 Continuous improvement- This category include system for making next service
encounter better that the last services. In relation to of Ritz- Carlton, it has “Mr. Biv’
tracking system stand for 5 type of the defect tracked which stand for Mistakes,
Breakdowns, Rework, Inefficiency ad variation in the work process- responsibility of all
employee and managers to record any defect.
Services recovery
It is an organizational resolution of an issue or problem form the dissatisfied customers,
converting them into loyal customers. Services recovery is all about to righting any wrongs. It is
process of the recovering from the poor customer’s services experience and gain the customer
loyalty again. Key is to react quickly and rectify an error when organization spots them. Theory
of the service recovery suggests that customer who has any bad experience and receive prompt,
an effective response to their issues- will be loyal customer, than any customer who had no bad
experience at all. In context of the Ritz- Carlton most services recovery can benefits from certain
specific response framework which are discussed below:
Service recovery model learn
There is no way that ensure a perfect guest recovery, but LEARN methods is tried a
proven that organization, in part, already probably using (Li and et. al., 2022).In this model there
are some steps which should be followed by the Ritz- Carlton. These steps are mentioned below:
 Listen- If guest in front of the hotel has an issue and manager is a representative of the
sources of this issue and their frustration, and then manager must listen everything
customer has to say. In relation to Ritz- Carlton, in this situation they should interrupt

customer and pay attention towards their problem. Manger should ask question and let
customer talk.
 Empathize- After listening the customer’s, company should sure to let them know that
they are a customer’s side and understand their point very well. Oragsnations should
understand that how it feels. In relation o Ritz- Carlton, true understanding cannot be
reached unless they take time to truly observe the things from their customer’s point of
view.
 Apologize- When guest knows that company understand their complaints then they
should make a sincere and complete apology, own up to their mistake. By this guest will
respect them and become happier (Oh and et. al., 2022).In relation to Ritz- Carlton, it
should apologize on their mistake and fix the probemtaht make the guest more happy and
satisfied.
 Recover- In this, organization should if the problem. They should deliver a product
which is execulety correctly and apologize once more. They should be thankful to their
customer for giving a chance to resolve the issues. This is the point where Ritz- Carlton
uses their years of the customer experience so that it can provide this specific customer
with what will make satisfy and happy them.
 Never repeat- When organization resolved the issues foe guest ensures that company
personally check back with them in order to ensure their guest’s continued satisfaction.
This is great opportunity for Ritz- Carlton to learn and improve. Respective hotel should
take time to share the issues organically, and then al employee can learn from these
mistakes or miscues and improve.
Service recovery model- ARFFD
Services breakdown are very uncomfortable, and it require training for resolution. But
organization will find opportunity hidden inside their company’s worst moments: opportunity to
bring customer closer the company. Indeed company can learn to manage service breakdown in a
masterfully way that it help them to create a loyal customer base. In context of Ritz- Carlton
there are four services recoveries of ARFFD model which are mentioned below:

 Apologize- In this organization ask for forgiveness (Savic and Dariescu, 2022).Ritz-
Carlton asks for a real forgiveness not a fakey fake as it make guest understanding that
organization is accepted their mistake and customer feel respected or valued.
 Review- Complaints with customers: turn company’s customer in some other words, into
their customer service consultants, let them to explain that what’s gone wrong in
customers experience in customer’s view ad what company should do to fix it. Ritz-
Carlton takes feedback form their customer about the situation and find out that how their
guest’s experience gone badly. After this they take customer’s view regarding the
problem’s solution.
 Fix- In this step, organization should fix the issue or problem and then follow up: either
fix the problems in some time or follow up in some minutes in order to check on the
guest’s and explain progress company have made (Wang and et. al., 2022). Ritz- Carlton
follow up after fixing the things as well as it show a continue concern and appreciation.
 Document- In this, organization document the issue sin details as it allow them to
permanently fix the defect with the help of identifying trends. Ritz- Carlton also takes
detail description of problem and then documents it so that they can resolve their problem
by determining the trends.
By the above discussion it is analyzed that there are very various ways to recognize and regret
what company’s customer has been through. In context of the Ritz- Carlton it should adopt the
LEARN method of services recovery as by using this method respective hotel become able to
learn new thing form their mistakes. In this they show concern toward their customer and they
will get an appreciation. Therefore, to learn more effective of customer service respective hotel
need to follow the LEARN model.
Conclusion
From the above report it is concluded that hospitality industry provide a relaxing
atmosphere to their guest. They provide their customer delicious food, peacefully environment
and many more. But sometime they are lacking in some issue in which they need to make efforts
to make their customer satisfied. For this they should follow the five categories of the service
system. There are various service recovery model which in which organization make apologize

and fix the issues. By adopting these models hotel industry can bring an improvement in their
service in order to satisfy their customer efficiently.
Reference
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