Ritz-Carlton Hotel Company LLC, Atlanta, Georgia won the Malcolm Baldrige Quality Award for the second time in 1999: The Ritz-Carlton has developed an innovative customer database to record guest’s preferences and customize services geared to meet these preferences. The database, which has nearly a million customer files, is available to all sites worldwide to support the goal of anticipating guest needs and increasing customer loyalty and retention....

BPIR Categories

1.2.5 Predict customer purchasing behaviour
10.2.2 Acquire & collect information/knowledge
10.2.3 Store information/knowledge
10.4.4 Manage internal information & knowledge sharing
1.3.1 Build customer relationships

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