The hotel with the rich history, strong motto and clear aim – that is what may be said about Ritz-Carlton Hotel, the part of the Marriott chain. Located in the center of Budapest, near the most popular sightseeing attractions, Ritz-Carlton serves ladies and gentlemen, showing them the respect and treat them the way they should be treated.
Tourism Management MA students came there for a trip with Service Quality Management Class to learn how to operate the one of the most luxurious hotels in Budapest. We met the HR manager in the lobby. She asked us how was the trip to Budapest that helped us to feel more comfortable. Even if we know that it is her job, it could break the ice and set the contact between us.
She asked us to come to the bar section of the hotel to watch the presentation about the history and the operation of the hotel. She offered us water, still and sparkle. HR manager was talking about the very beginning of Ritz. We could learn some new facts about the founder and his dream of running a luxurious hotel, how the hotel was struggling during the World War II and how successful it is now.
Then we came back to modern time so we learned what Ritz-Carlton work for. “We are ladies and gentlemen serving ladies and gentlemen” – which is the motto of the hotel. She explained us that ladies and gentlemen, who are serving, is the personnel of the hotel. And they should act, think and actually be the ladies and gentlemen. Ladies and Gentlemen, who receive the service, are guests of the hotel who should be treated exactly like Ladies and Gentlemen. You can feel it everywhere in Ritz-Carlton.
The personnel of Ritz-Carlton confessed that they make their guests feel special with a lot of different ways: they have to know the names of guests, their preferences and etc. We were given an example, if the customer uses services of Ritz-Carlton in Paris, the information about the guest can be received to the hotel in Budapest, so if that certain guest comes to Budapest, they are already aware of their needs, so if they know they like cappuccino, they will get cappuccino, not anything else. That shows Ritz-Carlton as a user-oriented accommodation provider.
We visited the hotel, but unfortunately, we did not have the opportunity to see all types of rooms, because was full-house in the hotel. However, we were still lucky and we could see and check out at least a standard room. The room is big, with the softest mattress from the USA. Each room provides mini-bar, coffee-machine with coffee filters and kettle, iron and equipment to clean shoes. Also you can find there the list which a guest can fill in case if they need something from the cleaning ladies, so they can prepare everything you need by the time it should be done.
We also could check the club lounge, “a hotel in the hotel” of Ritz-Carlton. The place where business meetings can be held, where you can have calm time with your partner and nobody is going to disturb you. It is the additional service they offer, so it has to be booked in advance so they can prepare everything for better work of you there.
Another thing which is new there, is the SPA. Firstly, it is located on the 8th floor of the building. Secondly, they have a pool there. HR manager told us they are really proud to have the pool on the top floor. They also have procedures rooms, manicure offers and gym.
The hotel is 5* hotel and once guest gets there, they can feel it everywhere. Carpets, well-looked staff, smells, luxury design and atmosphere already treat you like you are The Queen of England.
Ritz-Carlton has its own steps of service. There are the following:
- A warm and sincere greeting. Use the guest’s name.
- Anticipation and fulfillment of each guest’s needs.
- Fond farewell. Give a warm good-bye and use the guest’s name.
As you can see the personalization of the service is which leads Ritz-Carlton to be on top of the accommodation provider. Everyone who took part in the trip was inspired and impressed with the decoration in the hotel, warm greetings and pleasant communication with the staff. We got a lot of attention, everyone was friendly with us and they were ready to help and answer all questions we might have.
The trip took two hours but during this time Ritz-Carlton could make us fall in love with their hotel. At least with one, in the heart of Budapest.
A program a Pannon Egyetem Gazdaságtudományi Kara által elnyert az Emberi Erőforrás Támogatáskezelő által támogatott “A hazai Tudományos Diákköri műhelyek és rendezvényeik” című projekthez (NTP-HHTDK-18-0020) kapcsolódóan valósul meg.