1. Session 5 assignement
Ritz Carlton new media
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 RITZ CARLTON HOTEL
More attractive Strict appearance
Information about the Information about the
univers of the hotel hotel
Presented as a
navigator / lifestyle blog
Slogan: Live life to Slogan: Let us stay with
discover 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.