Examines the interface of an information system, the trace of the guests and their preferences, and the people who provide multiple services at the Ritz-Carlton hotel holds. The luxury hotel chain unique service credo and commitment to quality principles and attention discussed recruitment and training. In the heart of the case is the Ritz-Carlton commitment to serving the customer.

Examines the interface of an information system, the trace of the guests and their preferences, and the people who provide multiple services at the Ritz-Carlton hotel holds. The luxury hotel chain unique service credo and commitment to quality principles and attention discussed recruitment and training. In the heart of the case is the Ritz-Carlton commitment to serving the customer.
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from
W. Earl Sasser, Jr.,
Thomas O. Jones,
Norman Klein
Source: Harvard Business School
15 pages.
Publication Date: Oct 20, 1994. Prod #: 395 064 PDF-ENG
Ritz-Carlton: Using Information Systems to better serve the customer HBR case solution