Case | HBS Case Collection | October 1994 (Revised March 1999)

Ritz-Carlton: Using Information Systems to Better Serve the Customer

by W. Earl Sasser, Thomas O. Jones and Norman Klein


Explores the interface of an information system that keeps track of guests and their preferences, and the people systems that deliver multiple services at Ritz-Carlton hotels. The luxury hotel chain's unique service credo and commitment to quality principles are discussed as well as the attention to hiring and training. At the heart of the case is the Ritz-Carlton commitment to serving the customer.

Keywords: Competency and Skills; Customer Satisfaction; Training; Recruitment; Service Delivery; Supply Chain Management; Luxury; Balance and Stability; Information Technology;


Sasser, W. Earl, Thomas O. Jones, and Norman Klein. "Ritz-Carlton: Using Information Systems to Better Serve the Customer." Harvard Business School Case 395-064, October 1994. (Revised March 1999.)