As part of my Service Marketing module, I conducted an in-depth analysis of The Ritz-Carlton, applying key service marketing frameworks to assess the brand’s delivery practices and challenges since January 2024.

This project allowed me to:

• Explore how intangible service characteristics shape responsible marketing strategies

• Apply models such as service blueprinting, gap analysis, and customer experience mapping

• Critically evaluate The Ritz-Carlton’s approach to service encounters, people management, and service recovery

• Use secondary research to assess recent operational strategies and their impact on customer relationships and brand loyalty

• Develop evidence-based short- and long-term recommendations to strengthen service delivery, employee engagement, and sustainable practices

This analysis deepened my understanding of luxury service management and strengthened my ability to translate theory into practical, strategic marketing solutions within a high-expectation, experience-driven industry.