1. +
Session 5
assignement
Ritz Carlton
Floriane BRETTE
Anne Gabrielle CHIRAS
Raphaelle LEVET
Jerome AYALA

2. How do the hotel concierges use
technology to make personal
recommendations?
 Ritz Carlton application
 Concierge recommandation on FourSquare
 Check-in information on mobile phone
 Concierge informations available inside the hotel or outside
through the application
 Smartphone used as a key to access to places inside the hotel

3. How do they relate to 3rd party recommendation
sites?
What is the strategy?
 FourSquare gives them the opportunity to interact with their
client, know their habits, their needs and where they go when
they are inside.
 The strategy is to anticipate the wants and desires of the clients
even before asking the questions
 Opportunity to have a huge number of people to base the
informations on habits and study them.

4. What is the strategy behind ‘Art of the
Craft’?
 The main sloggan of the video: « let us stay with you »
 The hotel accompanies the client all day long
 Create an emotional / priviledge relationship between the client and the
brand
 Show to client how employees are involved
 Showing that they are fillfilled proove their pleasure to work there
 Treats your employee as you want them to treats your customer = Client
satisfaction

5. Comparison & Analysis
RENAISSANCE HOTEL
More attractive
Information about the
univers of the hotel
Presented as a navigator /
lifestyle blog
Slogan: Live life to
discover
RITZ CARLTON HOTEL
Strict appearance
Information about the hotel
Slogan: Let us stay with
you

6. Analysis
 Although Ritz Carlton has a « corporate » designed website, they do have a mobile
application compare to Renaissance which has a more « bloggy » designed website but no
application
 With Ritz Carlton application, clients can have access to the concierge information
anywhere and the hotels can follows their clients habits
 Renaissance by calling its website « Rnavigator » made an error by not having an app that
you can check anywhere at anytime.
 As Renaissance website is designed as a lifestyle blog, they put forward the fact that they
have « local experts » (local concierge) that provide the informations.