PowerPoint Presentation

The Ritz Carlton:Information systems for better customer service

MBA 504 Marketing ManagementSupervisor Prof. M. J. XavierGroup C-8

MBA/14/3417A.S. AbeywickramaMBA/14/3425A.V.T.S. AmarasenaMBA/14/3433L. D. R. M. BandaranayakeMBA/14/3462O. U. K. DissanayakeMBA/14/3485M.A. GayanMBA/14/3494U.K.D.P.T. GunawardenaMBA/14/3545M.A.S.M. MadurapperumaMBA/14/3590G.D.C. Ratnasekera

MBA 504 Marketing ManagementGroup C-8Team Members Group C-8

MBA 504 Marketing ManagementGroup C-8The Ritz-Carlton StorySource : Authors

MBA 504 Marketing ManagementGroup C-8The Human Support SystemSource : Authors

MBA 504 Marketing ManagementGroup C-8IT systems at RCSource : Authors5

MBA 504 Marketing ManagementGroup C-8Industry AnalysisSource : Authors, Based on Horwath HTL, 2011 and WLI Hotels , 2014

MBA 504 Marketing ManagementGroup C-8SWOT analysisSource : Authors

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MBA 504 Marketing ManagementGroup C-8Key Learnings Marketing StrategySource : Authors8

MBA 504 Marketing ManagementGroup C-8Key Learnings - OperationsSource : Authors

MBA 504 Marketing ManagementGroup C-8RecommendationsSource : Authors

MBA 504 Marketing ManagementGroup C-8References/BibliographyDelio, M. (2000). For Ritz-Carlton, It All Begins with Customer Knowledge. Retrieved from http://www.destinationcrm.com/Articles/CRM-News/Daily-News/For-Ritz-Carlton-It-All-Begins-with-Customer-Knowledge-47424.aspx

Deloitte. (2010). Social media offers both threats and opportunities for hotel operators. Retrieved from http://www.deloitte.com/view/en_gb/uk/26aaeaec75ca9210VgnVCM100000ba42f00aRCRD.htm

Eye for Travel. (2010). Marriott International, Travelport sign five-year deal. Retrieved from http://www.eyefortravel.com/archive/marriott-international-travelport-sign-five-year-dealHorwath HTL. (2011). The Future of Luxury Travel. Retrieved from http://www.citsmice.net/other-reports/10_The_future_of_luxury_travel_report.pdf

Hospitality and Catering News. (2013). First ever analysis of luxury hotel brands unveiled. Retrieved from http://www.hospitalityandcateringnews.com/2013/06/first-ever-analysis-of-luxury-hotel-brands-unveiled/

King, D. (2012). Wheres Waldorf? Retrieved from http://www.travelweekly.com/Travel-News/Hotel-News/Where-is-Waldorf/Marriott. (2014). Marriott. Retrieved from http://www.marriott.com/default.mi

Oracle. (2013). MARRIOTT INTERNATIONAL SELECTS CLOUD-BASED MICROS OPERA AS ITS NEXT-GENERATION PROPERTY MANAGEMENT SYSTEM FOR ALL NORTH AMERICA PROPERTIES. Retrieved from http://www.micros.com/NewsAndEvents/PressReleases/2013/Press+Release+-+Marriott+04252013.htm

Shankman, S. (2013). Five authentic luxury travel trends to watch for in 2013. Retrieved from http://skift.com/2013/01/10/five-authentic-luxury-travel-trends-to-watch-for-in-2013/Sheraton Resort Bali. (2014). Could 'Luxury for Less' Threaten Market Share for 'True' Luxury? Retrieved from http://luxurysociety.com/articles/2014/01/could-luxury-for-less-threaten-market-share-for-true-luxuryThe Ritz-Carlton Hotel Company. (2014). The Ritz-Carlton Story. Retrieved from http://www.ritzcarlton.com/en/Default.htm

Timmerman, J. & Yu, D. (n.d.). From Economy to Luxury, What Matters Most to Hotel Guests. Retrieved from http://www.gallup.com/businessjournal/175568/economy-luxury-matters-hotel-guests.aspx

Verrill, A. (2012). The Secret to Ritz-Carltons Customer Service Mojo. Retrieved from http://csi.softwareadvice.com/the-secret-to-ritz-carltons-customer-service-mojo-1101012/Infographics created using online tool : http://www.easel.ly

MBA 504 Marketing ManagementGroup C-8Thank you!