Q.1) What is Ritz Carlton Business Strategy? Who are their primary Customers?

A1.) Business Strategy that Ritz Carlton adopted were:

 To give the taste of locality where they are situated in like from welcoming the till serving them
they take care of everything all over the world.

 Ritz Carlton are good in adopting the culture and ethics of the place wherever they establish
their business.

 They ensure that their guest get same quality of service everywhere they go , whether their
customer visit US or India they get same service quality everywhere.

 They not only focus on customers they also focus on timely training of their staff so that they
can also give their best to serve guests.

Their primary customers were:

 Travelers who come to visit for leisure or for business purpose , those who visit for leisure they
mostly travel in groups and stays are much longer than others and those who travel for business
purpose their stays are short.

 Customers who have some events and meetings: Mainly they are the companies who organize
their meetings and conferences.

Q.2) Among Customers what is account for Ritz Carlton reputation as a high quality hotel? How is quality
defined by customers?

A.2) Ritz Carlton was awarded by Malcolm Bridge National Quality award two times. They also got
featured in lots of travel magazines where they were featured as best resorts and hotel location wise
some of the magazines were Zagat magazine. Other than that staff of the hotel take care of every small
detail of the customers like their names, their choice of food etc. They also take cleanliness as a very
serious task which they check again and again, Ritz also ensures that customers are getting all the
amenities that they have asked for so that customer would return and become a loyal customer of the
company.

Customer can define the quality from how much they are satisfied by the service provided by the hotel
as mentioned above Ritz try to make personal touch with the customers they remember names of the
guests, they take care of small things as well so these are the things that define the quality by customer.
As my personal experience what I like about the Marriott group are the pre arrival call that I get before
the date of arrival at hotel in the call they ask how I will coming to hotel, do I need cab for pick and drop,
do I need to upgrade any service like upgrade room or would I like to have something to eat or drink as
soon as I will arrive.