When one thinks of luxury in the world of hospitality, the name Ritz-Carlton invariably springs to mind. Established by the illustrious Swiss hotelier César Ritz during the late 19th century, Ritz-Carlton stands as a symbol of sophistication and opulence in the hotel industry. César Ritz, often referred to as “the king of hoteliers and hotelier to kings,” set the stage for what would evolve into the pinnacle of hospitality.
One of the hallmarks that sets Ritz-Carlton apart from its competitors is its unwavering commitment to maintaining the highest standards of service. This dedication to excellence is perhaps best exemplified by the fact that Ritz-Carlton is the sole service company in the United States to have received the prestigious Malcolm Baldridge National Quality Award twice. It’s no wonder that Training Magazine has consistently hailed Ritz-Carlton as the best company in the nation for employee training.
Central to Ritz-Carlton’s unparalleled service culture is its guiding motto: “We are ladies and gentlemen serving ladies and gentlemen.” This ethos permeates every facet of the Ritz-Carlton experience, from the moment guests step through the grand entrance to their departure. It reflects the brand’s unwavering commitment to treating each guest with the utmost respect and courtesy, regardless of their background or status.
One of the distinctive features that exemplify Ritz-Carlton’s dedication to guest satisfaction is its extraordinary policy. The brand empowers every employee, from housekeepers to concierges, to spend up to $2,000 on a single guest in the pursuit of their happiness. This extraordinary level of trust and flexibility enables staff members to go above and beyond to ensure that each guest’s stay is nothing short of exceptional.
To further ensure consistency in delivering top-tier service, Ritz-Carlton has codified its service expectations into a set of principles and values. “The 12 Service Values,” “The Credo,” “The Three Steps of Service,” “The 6th Diamond,” and other proprietary statements are diligently taught to all 38,000 employees working in Ritz-Carlton’s 73 properties across 24 countries. This meticulous training regimen serves as the bedrock upon which Ritz-Carlton’s legendary service standards are built.
In 1998, The Ritz-Carlton Hotel Company became part of the Marriott International family, yet it retained its unique identity and commitment to excellence. Under the umbrella of Marriott International, Ritz-Carlton has continued to expand its global footprint while upholding its unparalleled standards of service and guest care.
Over the years, Ritz-Carlton has expanded its offerings to include The Ritz-Carlton Residences, providing an exclusive residential experience in some of the world’s most desirable locations. The brand also introduced its first Destination Club property in Aspen Highlands, Colorado, in 2001. Furthermore, in 2008, Ritz-Carlton unveiled the concept of Ritz-Carlton Reserve properties, offering an intimate and private sanctuary experience in stunning destinations like Phulay Bay, Krabi, Thailand.
The Ritz-Carlton Hotel Empire, with its rich heritage, unwavering commitment to service, and continuous expansion, remains a beacon of luxury and hospitality. From the legacy of César Ritz to the modern-day Ritz-Carlton properties around the world, this iconic brand stands as a testament to the enduring pursuit of excellence in the world of luxury hospitality.