Service Quality at the Ritz-Carlton Hotel Company

Introduction As the tourism industry has grown dramatically over the past 20 years, the hotel industry is in a state of war. In worldwide competition, the hotel chain not only provides standardized equipment but also provides standardized services. A global marketing strategy plays an important role to meet the different needs of each country's customers while maintaining the same service standards. As a leader in the luxury hotel chain industry, The Ritz-Carlton has a unique approach to competing with its competitors.

In the autumn of 1992, Ritz-Carlton Hotel became the first hotel to win the Malcolm Baldrige National Quality Award. Ritz-Carlton implements Total Quality Management (TMQ) as a means to acquire the award and improve the service. Patrick Mene joined Ritz Carlton as a company's quality control officer three years ago and coordinated and taught the company's TQM program. Mene applied the TQM to the hospitality industry and explained the problem of applying for the Baldrige award. TQM - part of empowerment

The Ritz-Carlton Hotel In August 1983, Boston purchased The Ritz-Carlton Hotel and got the right of All Beautiful Scalaton Hotel. The Ritz-Carlton Hotel headquarters is located in Atlanta, Georgia. The company was officially founded in 1983, but its history and tradition can be traced back to the 19th century. Regarding the famous logo of Ritz-Carlton, the crown is a symbol of the British royal family, and the lion is actually a symbol of the insurance company. Citrus Ritz, the founder of Ritz-Carlton, redesigned the logo by combining two symbols in 1968, making it look more elegant and sophisticated from a seemingly ordinary lion. This changed the direction of Ritz-Carlton Hotel L.L.C. In the coming years

The Ritz-Carlton Hotel was born in 1983 from Zaritz-Carlton, Boston. The company has grown to 71 hotels in 23 countries and plans to expand globally (The Ritz Carlton, 2008). With a worldwide reputation, The Ritz-Carlton is a gold standard for luxury hotels with the highest standards of customer service, food and facilities, and it is a benchmark for luxury hotels and resorts around the world. Ritz-Carlton, 2008). Ritz's slogan is "I can not become a legend without a wonderful story." The Ritz Carlton was acquired by Marriott International in 1998 (The Ritz Carlton, 2008)