Question 1: How does the Ritz Carlton match up to competitive hotels what are the key differences?

Ritz - Carlton hotel System was established in 1983 by Horst Schulze and Four-person development ( Kotler and Keller , 2012, P379 ) . In 2010, Ritz - Carlton get maximum score in all seven categories including real estate assessment ( booking, check-in/check-out , guest room , dining , hotel services , hotel facilities and costs and fees .. ) , (http://www.economist.com/blogs/gulliver/2010/07/hotel_rankings). In 2012, the third year in a row, the Ritz - Carlton Hotel Company be a top as providing the best overall experience luxury hotel brand. (Theagencyre, 2012). To get it, the Ritz - Carlton Hotel has policies and rules to particular learning considerable especially in staff training and customer care. Staff training: With credo "We are Ladies and Gentlemen serving Ladies and Gentlemen" (Kptler & Keller, 2012, P379), Ritz Carlton turned his staff into the real "Ladies and Gentlemen". In the service sector, employees' satisfaction will create an atmosphere of trust and courteous to customers. The employee is no longer just the product delivered directly to consumers, which has become a part of the product. They are also "God", because if they make good, business could get more customer. General Manager Hotel Shanghai Portman Ritz-Carlton (Ritz-Carlton branch in Shanghai, China), Mark DeCocinis, second time are given "Best Employer Asia".

(Thanh Tm, 2012). In the opinion of Mark DeCocinis, five the secret to get a good team is: respect for staff, positive work environment, care for employees as family, trust the staff and material incentives. (doanhnhan, .n.d.). Mark DeCocinis ensure staffs are funded to participate in training courses. On the anniversary of his birthday, the employee received a greeting card and cash gift. At meetings of the hotel staff and the Ritz-Carlton resort is always full of laughter and fun (Nguyen Tuyet Mai, 2009) Every day, the staff of the various departments at each Ritz-Carlton hotels around the world are meeting to discuss and talk for 15 minutes to share the wow stories. These are the real stories of Ritz-Carlton employees towards customers expect outstanding service. (Kotler &Keller, 2012, P379) Enthusiasm starting from the senior management. They are always smiling and showing passion for work, it makes powerful effect on others. At the staff meeting of the Ritz-Carlton, San Francisco, no distinction levels. . (doanhnhan, .n.d.).

Source: http://www.nhansu.com.vn/chien-luoc/khich-le-nhan-vien/325-khich-le-nhan-vien.html

Employees could be encouraged to express their opinions to colleagues or managers with even anywhere, at any time. At any Ritz-Carlton hotel, the staff are free to discuss various issues, though very small, such as a corridor clean than others.... The manager at the Ritz-Carlton hotel

does not focus on what the employee made a mistake or omission, instead they aimed at helping employees improve work results delivered. The managers use a variety of methods to publicly praise the staff. But the criticism is done in private (Carmine Gallo , 2008). Ritz-Carlton Group has entered the top 20 companies the best Asian labor using (Best Employers in Asia) by Hewitt Associates conducted at 8 markets: China, Hong Kong, Korea, Malaysia, Philippines, Singapore, Taiwan and Thailand. . (doanhnhan, .n.d.). For customers: Turn customers into owner - "Customer is God" With customers, the hotel is only shelter for those away from home, and people always keep in mind that "home sweet home". Ritz-Carlton has created the service, which was turned hotel into a home for all travelers. They always give visitors the feeling of being at home in their familiar, everything is convenient, complete and correct to the hobby, even saying all requirements have been met immediately. Visitors always receive the attention and thoughtful service to unexpectedly from service personnel.

Source: http://branddance.vn/2011/10/26/ritz-carlton-va-chien-luoc-khac-biet-hoa.html

All of the hotel staff is like real journalists. They will call to customers, customer assistant or travel agency to ask about their hobby. All employees know that their work is not only pour wine for guests, but also connected to the customer . Once visitors arrive in the hotel, the reception staff will skillfully capture the preferences of customers to respond best: the security guards greet visitors traveling by own their own name on the door, or prepare fast food , tents , swimming boat , fishing rods and other for their camping though a 1- hour althought the hotel The hotel also uses sophisticated software to track the emotional changes and preferences, habits of customers. (Kotler and Keller, 2012, P379). Therefore, all visitors have come here have felt like a "king" and indeed many have returned to the hotel to have the opportunity become "God" again and again.

Question 2: Discuss the importance of the wow stories in customer service for a luxury hotel like the Ritz-Carlton. "Wow Story" is the true story of typical case workers that have acted for clients by surprise, admiration for the quality of Ritzs service. 15 minutes a day, every staff sharing a story as an incentive for employees to strengthen customer service skills. "Wow story" in customer service for a luxury hotel like the Ritz-Carlton is what distinguishes itself with its competitors. The same story is shared among hotels in 21 countries, so a waiter in Boston will hear the same story as a concierge in Bali, a housekeeper in Shanghai will hear the same sentence something like a janitor in Hong Kong. The benefits of "Wow story" can be told is:

Get out and show appreciation for greatness - two of the most powerful human force. Communicate your vision conduct a clear and compelling way. When you share the story of the staff, you create a Line of Sight between the actions and activities of your business objectives. This helps them understand exactly how they can contribute effectively to the success of the organization. Increases ability: it will be so great as repeated -share stories Wow " increase the rate any other staff involved in such behavior. Keeping employees connected to a sense of meaning and purpose, they have a greater ability to deal with stress and challenges, when they feel like what they do make a difference in the world world.

But perhaps more important is the opportunity for employees become local celebrities. Employees want to be recognized by their peers, it is one of the tools most effectively motivate. Moreover, they foster employee proud of himself, proud of his colleagues, proud of where they work. Share Wow Story " will help remind people they are part of a great team. (Nhat Nguyen, 2008)

References Kotler, P., & Keller, K. L. (2012). Marketing management (14th ed.). Upper Saddle River, NJ: Prentice Hall. Theagencyre, Aug. 2, 2012.The Ritz-Carlton Ranked Top Luxury Hotel Brand. Retrieved from: http://www.theagencyre.com/2012/08/ritz-carlton-ranked-top-luxury-hotelbrand/

THANH TM ( 25/02/2010) Cm n hay khng cm n? Retrieved from: http://www.doanhnhansaigon.vn/online/the-gioi-quan-tri/nhansu/2010/02/1041753/cam-on-hay-khong-cam-on doanhnhan.com (.n.d) Nhn vin cng l "thng ". Retrieved from:
http://doanhnhan.com/article.php?artid=7&catid=8 Nguyn Tuyt Mai (29.12.2009) Khch l nhn vin theo kiu Ritz-Carlton.

Retrieved from:
http://www.leader.edu.vn/SelfTeaching/Default.aspx?categoryid=176&newsid=1652 Carmine Gallo (2008) Employee Motivation the Ritz-Carlton Way. Retrieved from: http://www.businessweek.com/stories/2008-02-29/employee-motivation-the-ritz-carltonwaybusinessweek-business-news-stock-market-and-financial-advice Nht Nguyn, 2008. NG VIN NHN VIN - BI HC T RITZ-CARLTON.

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