What Are The Key Business Objectives?

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The Ritz Carlton Rancho Mirage closed down in 2006 for remodeling, but its reopening was delayed due to the 2008 financial crisis that led to the bankruptcy of Lehmann Brothers, the main financial backers of the property. To restore organizational pride, the resort aims to recreate the friendly environment valued by Coachella Valley residents. Additionally, the resort seeks to provide world-class facilities, including a 244-room hotel, a spa, and a state-of-the-art bar & kitchen restaurant situated on a 650-foot bluff, featuring 16 suites. These offerings position the Ritz Carlton above its competitors in Rancho Mirage.

The most critical resource at the resort is its employees, often referred to as “the ladies and gentlemen of the Ritz Carlton” (Michelli, 2008). The primary business objective is to deliver the best customer experience in line with the Ritz’s legendary customer service reputation. To achieve this, the resort focuses on recruiting candidates who demonstrate respect, trust, honesty, commitment, and integrity. The aim is to foster customer loyalty, which is reinforced by their motto “never lose a client.”

Staff members are required to exhibit high levels of problem-solving skills as they are empowered to make decisions and resolve guest issues promptly. This empowerment ensures that customer satisfaction remains a top priority and helps maintain the resort’s prestigious reputation. By focusing on superior customer service and employee empowerment, the Ritz Carlton Rancho Mirage strives to sustain its competitive edge and uphold its brand standards in the luxury hospitality industry.

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The Ritz Carlton Rancho Mirage’s business objectives are deeply rooted in restoring its reputation and positioning itself as a premier luxury resort in the Coachella Valley. After a prolonged closure for renovations and the financial setbacks caused by the 2008 economic crisis, the hotel’s foremost goal is to rebuild trust within the community and among its clientele. This involves not only physical renovations but also an emphasis on delivering exceptional customer service that aligns with the brand’s legendary standards.

One of the core objectives is to recreate the warm, welcoming environment that residents and visitors have come to associate with the Ritz Carlton. This cultural restoration is as important as physical refurbishment, reflecting a commitment to guest satisfaction rooted in genuine hospitality. The resort’s facilities complement this goal, offering luxurious accommodations, a world-class spa, and a premier dining experience on a picturesque bluff, all designed to attract and retain high-end clientele.

Central to these objectives is the recognition that employees are the most valuable asset of the hotel. Referred to as “the ladies and gentlemen of the Ritz Carlton,” their role extends beyond simple service delivery to embody the ethos of the brand. Recruitment practices focus heavily on selecting individuals who demonstrate values such as respect, honesty, trust, and integrity. These core values underpin the culture of service excellence that the Ritz Carlton aims to uphold at all times.

Moreover, the resort emphasizes creating a service environment where employees are empowered to solve problems independently, ensuring swift and effective resolutions to guest concerns. This empowerment aligns with the broader goal of achieving consistently high customer satisfaction, which ultimately translates into increased loyalty. The legendary motto “never lose a client” encapsulates this commitment to guest retention, encouraging staff to go above and beyond in service delivery.

Achieving these objectives involves a strategic focus on employee training, empowerment, and service innovation. The Ritz Carlton recognizes that its competitive advantage hinges on personalized service and a memorable guest experience. Therefore, continuous improvement in staff skills and fostering a customer-centric culture are vital components in sustaining the resort’s status as a leader in luxury hospitality.

Furthermore, the resort’s longstanding reputation for service excellence influences its marketing and branding strategies. Efforts to communicate the core values of respect, trust, and commitment to potential guests serve to reinforce its position in the luxury market. These initiatives aim not only to attract new customers but also to deepen existing relationships, promoting repeat visits and advocacy for the brand.

In summary, the key business objectives of the Ritz Carlton Rancho Mirage include rebuilding its community reputation, delivering exceptional customer service, fostering employee empowerment, and ensuring customer loyalty. These objectives reflect a holistic approach to excellence in luxury hospitality, driven by a commitment to genuine service and continuous improvement. By aligning its operations with these strategic goals, the resort strives to maintain its competitive edge and uphold its legacy of providing legendary service in the hospitality industry.

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