The Case of the Missing Reservation Mark, Donna, and their children, along with another family, traditionally attended Easter brunch at a large downtown hotel. This year, as in the past, Donna called and made a reservation about three weeks prior to Easter. Because half the party consisted of small children, they arrived 20 minutes prior […]
Were the hostess’s actions consistent with a customer-focused quality philosophy? What might she have done differently?
The Case of the Missing Reservation Mark, Donna, and their children, along with another family, traditionally attended Easter brunch at a large downtown hotel. This year, as in the past, Donna called and made a reservation about three weeks prior to Easter. Because half the party consisted of small children, they arrived 20 minutes prior […]
Bring another hotel into the discussion (either a competitor of Ritz-Carlton or not), and discuss how they maintain their brand promise to their customer base (i.e., their target market).
Review the “Marketing Excellence: The Ritz-Carlton” case study on pp. 425 of your textbook. Bring another hotel into the discussion (either a competitor of Ritz-Carlton or not), and discuss how they maintain their brand promise to their customer base (i.e., their target market). Make certain to select a hotel that has not already been mentioned. […]