Experiencing World Class Service Excellence
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Commentary
Ritz-Carlton is a high quality operation. Was the ambience tangible in the hotel? – Yes. Was the quality evident in the Club Lounge and the bedroom? – Yes. Was the high service palpable from the people? – Not uniformly.
Ritz Carlton is process dominated in principle in the same way as McDonalds – another franchise operation. The scope is, of course broader.
Inevitably franchises have to be rules based and much time and effort goes into embedding these into the employees – though it has been called a cult occasionally.
Whilst they premium price for the service, they still face the same occupancy challenges as all hotels to get ‘heads on beds’. It is not clear if their model is more resilient or how they have fared post 11 September.
Behind the scenes there was evidence of the rhetoric breaking down – Ladies and Gentlemen referred to as
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