Ritz-Carlton Hotel Company LLC, Atlanta, Georgia won the Malcolm Baldrige Quality Award for the second time in 1999: Employees at all levels of the organisation can spend up to $2,000 to immediately correct a problem or handle a complaint. Guest Incident Action forms are aggregated on a monthly basis for each hotel to ensure that…

BPIR Categories

1.3.1 Build customer relationships
7.3.2 Manage customer complaints
14.1.5 Analyse performance data.
8.2.2 Create an environment for empowerment/innovation

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