“You can't be a legend without a great story” The Ritz-Carlton Hotel is a place where the genuine care and comfort of our guests is our highest mission.
The Hotel pledge to provide the finest personal service and facilities for guests who will always enjoy a warm, relaxed, yet refined ambience.
100 years of history, Countless rewards, with an unshakeable credo and corporate philosophy of un-wavering commitment to service, both in our hotels and in our communities, The Ritz-Carlton has been recognized with numerous awards for being the gold standard of hospitality.
The history of The Ritz-Carlton Hotel Company, L.L.C. originates with The Ritz-Carlton, Boston. The standards of service, dining and facilities of this Boston landmark serve as a benchmark for all Ritz-Carlton hotels and resorts worldwide.
The legacy of The Ritz-Carlton, Boston begins with the celebrated hotelier Cesar Ritz, the king of hoteliers and hotelier to kings. His philosophy of service and innovations redefined the luxury hotel experience in Europe through his management of The Ritz Paris and The Carlton in London.
Cesar Ritz died in 1918 but his wife Marie continued the expansion of hotels bearing his name. In the United States, The Ritz-Carlton Investing Company was established by Albert Keller who bought and franchised the name. In 1927 The Ritz-Carlton, Boston, opened and other hotels followed in New York (at Madison and 54th), Philadelphia, Pittsburgh, Atlantic City and Boca Raton. However, by 1940 none of the hotels were operating except The Ritz-Carlton, Boston. The hotel embodies the vision of Cesar Ritz, Yankee ingenuity and Boston social sensibilities.
The Ritz-Carlton Hotel is a place where the genuine care and comfort of our guests is the highest mission. The Hotel is committed to treating its guests like royalty. They pledge to provide the finest personal service and facilities for the guests who will always enjoy a warm, relaxed, yet refined ambience. It has one of the most distinctive corporate cultures in the lodging industry. At this hotel, our Ladies and Gentlemen are the most important resource in our service commitment to our guests.
Its motto is printed on a card that employees carry with them “We are Ladies and Gentlemen serving Ladies and Gentlemen” and they are trained in very precise standards and specifications for treating customers. Ritz employees are continually schooled in company lore and company values. And these values are the basis for all employee training and rewards. Nothing is left to chance when it comes to providing exemplary customer service. Potential recruits are tested both for cultural fit and for traits associated with an innate passion to serve. A company executive says, “The smile has to come naturally”. Although staff members are expected to be warm and caring, their behavior toward guests had been extremely detailed and scripted. That is why a new customer service philosophy implemented in mid-2006 was such a radical departure from what the Ritz had been doing.
The company’s new approach is almost the opposite from what the company has been doing. The employees should not be told on how to make guests happy. Now they are expected to figure it out by themselves. The company moved away from that heavily prescriptive, scripted approach and toward managing to outcomes. The outcome didn’t change, though. The goal is still a happy guest who’s wowed by the services received. However, under the new approach, staff members’ interactions with guests are more natural, relaxed and authentic rather than sounding like they are lines from a manual.
It is recommended that by applying the principles of trust, honesty, respect, integrity and commitment of the employees, The Ritz-Carlton Hotel will continue to be the place where the genuine care and comfort is experienced and will continue to have countless rewards.
Incompatible Browser | Facebook. (n.d.). Incompatible Browser | Facebook. Retrieved January 8, 2012, from http://www.facebook.com/ritzcarlton
Ritz-Carlton - Wikipedia, the free encyclopedia. (n.d.). Wikipedia, the free encyclopedia. Retrieved January 8, 2012, from http://en.wikipedia.org/wiki/Ritz-Carlton
The Ritz-Carlton: Press: Press Releases. (n.d.). Combining Luxury & Hospitality: The Ritz-Carlton Hotel Company. Retrieved January 10, 2012, from http://corporate.ritzcarlton.com/en/Press/PressReleases.htm?pps=SING
Ritz-Carlton Grand Cayman (Seven Mile Beach, Grand Cayman) - Resort Reviews - TripAdvisor. (n.d.). Reviews of Hotels, Flights and Vacation Rentals - TripAdvisor. Retrieved January 10, 2012, from http://www.tripadvisor.com/Hotel_Review-g147367-d302259-Reviews-Ritz_Carlton_Grand_Cayman-Seven_Mile_Beach_Grand_Cayman_Cayman