Ritz-Carlton Hotels Cesar Ritz, the Founder of the Original Ritz-Carlton, Boston, Was

question 9

Multiple Choice

Ritz-Carlton Hotels
Cesar Ritz, the founder of the original Ritz-Carlton, Boston, was known as the "king of hoteliers and the hotelier to kings." Today, there are more than 70 Ritz-Carlton hotels spanning 24 countries with 38,000 employees. These are not typical employees, though. They are described as "Ladies and Gentlemen serving Ladies and Gentlemen." Each employee participates in an intensive orientation program and recertification programs throughout their careers with the company, and many are allowed $2,000 to fix a guest's problem on the spot without managerial approval. So renowned is the Ritz way of doing business that the company offers a Leadership Center for executives and managers of other companies to learn and implement the Ritz way of customer service. It doesn't stop with employees, though. Ritz-Carlton hotels recently launched "Give Back Getaways" in 2008 that allow guests to volunteer in locales where they are vacationing. The hotel also offers "Vow to Help Others" which is a program that donates a portion of a wedding couple's reception costs to those in need. The chief operating officer's words sum up Ritz-Carlton's philosophy best when he stated, "If we really do our job, we really don't need sales anymore. Satisfied guests are your advertising."
-Refer to Ritz-Carlton Hotels. Customer-oriented personnel,effective training programs,employees with authority to make decisions and solve problems,and teamwork all work together at Ritz-Carlton to implement which type of strategy?

• A) relationship marketing
• B) social marketing
• C) internal marketing
• D) external marketing
• E) empowered marketing

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Definitions:

Economy

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Federal Gasoline Tax

A tax imposed by the federal government on the sale of gasoline.

Highway Maintenance

The process of keeping roads in safe and workable condition, including repairs, repaving, and cleaning activities.

U.S. Labor Force

The total number of individuals in the United States who are actively employed or seeking employment.