The Research On The Improvement Of The Customer Satisfation Degree For The Ritz-carlton Sanya

As the world’s leading luxury hotel brand, Ritz-Carlton honored its classic style since19th Century, and became the first choice for dignitaries. It s motto "we are ladies andgentlemen serving ladies and gentlemen transferred as classic in the hotel industry. Ritz-Carlton firmly dominates the luxury hotel market by implementing a differentiationstrategy and building high-end brand, together with operating innovation of delicacymanagement and customer satisfaction.China s five star hotel industry has been experienced a great-leap-forward in the lastfew years. However fast expansion exposed the problems, among which the most severeproblem is the decline of customer satisfaction. Under this circumstance, implementing aqualitative and quantitative analysis on the Ritz-Carlton hotel customer satisfaction willnot only help to improve the service of the Ritz-Carlton Sanya itself, but also gives usefulreference to domestic hotels.This article starts with the situation about the Ritz Carlton Sanya s customsatisfaction and introduces hotel s management system, flow and methodology. Thenimplement an in-depth research on Gallup CE11survey system and its application. Adoptconjoint analysis as further research method towards hotel s weak link. Finally, offer aproposal of improving the Ritz-Carlton Hotel Customer Satisfaction.