The Ritz-Carlton Hotel Company
The Ritz-Carlton Hotel Company
Customer Service may be an elusive concept, but it certainly is one of the things you recognize most when it is missing. The Ritz-Carlton brand name, however, has been standing for excellence in service since its very beginning, mastering this particular field like no other company. The ongoing success inevitably raises the questions: What are they really selling? What is the essence of the Ritz-Carlton experience?
During the staff orientation, Mr. Schulze remarked, that the Ritz-Carlton Company was not in the hotel business but rather in the service business. Selling rooms, selling food and selling the bar were just a mere side effect for them. But is selling another service in today’s services society really able to explain the witnessed successes? The well-kept secret of many outstanding salesmen is never to sell a product or a service, but to sell a feeling. This is exactly what the Ritz-Carlton Company does, but what is the essence of this......
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