This post examines how The Ritz-Carlton exemplifies Bagdan’s types and qualities of service—assistance, repair, and value-added—through personalized attention, employee empowerment, and brand consistency. It explores how the company uncovers and exceeds guests’ implicit expectations while maintaining high operational standards. The analysis also addresses the emotional and professional challenges service staff face in such a demanding environment. The post offers a well-rounded look at what it takes to deliver—and sustain—world-class hospitality.

This case study explores Marriott International’s distribution strategy across direct and indirect channels, including its website, mobile app, OTAs, and corporate partnerships. It breaks down how Marriott manages global logistics, inventory, and booking systems to maintain service consistency across 8,500+ properties. The post also analyzes current challenges—like OTA commission fees and supply chain disruptions—and offers recommendations such as AI integration, sustainability upgrades, and supplier diversification. Ideal for readers interested in hospitality operations, marketing, and global brand strategy.