We are Ladies and Gentlemen serving Ladies and Gentlemen.
Ritz Carlton
Tagline
Net Worth
$2,100,000,000
Started in (City)
Boston
Started in (Country)
U.S.A.
Incorporation Date
01st December, 1983
Bankruptcy Date
-
Founders
- William B. Johnson
About
The Ritz-Carlton Hotel Company, LLC is an American multinational company that operates the luxury hotel chain known as The Ritz-Carlton. The company has 101 luxury hotels and resorts in 30 countries and territories with 29,158 rooms. Ritz-Carlton has become a leading brand in luxury lodging by rigorously adhering to its own standards. It is the only service company in America that has won the Malcolm Baldridge National Quality Award twice, and Training Magazine has called it the best company in the nation for employee training.
Beginning
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. The hotel embodies the vision of Cesar Ritz, Yankee's ingenuity, and Boston's social sensibilities.
In 1927, Edward N. Wyner, a local Boston real estate developer, was asked by Mayor Curley to build a world-class hotel. Wyner, who was constructing an apartment building and was up to the second floor at the time, agreed and changed the apartment building into a hotel. Because of the reputation of Ritz in Europe and the cosmopolitan society in Boston, Wyner knew The Ritz-Carlton name would secure immediate success. He received permission from The Ritz-Carlton Investing Company and The Ritz Paris for use of the name and set out to create luxury in the heart of Boston. The Ritz-Carlton, Boston opened on 19th May 1927 with a room rate of $15.
In the tradition of Cesar Ritz, Wyner was meticulous about maintaining the privacy of his guests; a policy strictly adhered to today in all Ritz-Carlton hotels. And thus, the elite was drawn to his hotel.
Road to Success
The Ritz-Carlton is a place where the genuine care and comfort of our guests is their highest mission. They pledge to provide the finest personal service and facilities for their guests who will always enjoy a warm, relaxed, yet refined ambiance. The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of their guests.
At The Ritz-Carlton Hotel Company, L.L.C., "We are Ladies and Gentlemen serving Ladies and Gentlemen." This motto exemplifies the anticipatory service provided by all staff members.
Their Three Steps Of Service
1. A warm and sincere greeting.
2. Use the guest’s name. Anticipation and fulfillment of each guest’s needs.
3. Fond farewell. Give a warm good-bye and use the guest’s name.
Service Values of the employees:-
-Building strong relationships and creating Ritz-Carlton guests for life.
-Always responsive to the expressed and unexpressed wishes and needs of their guests.
-Empowered to create unique, memorable, and personal experiences for our guests.
-Owning and immediately resolving guest problems.
-Creating a work environment of teamwork and lateral service so that the needs of their guests and each other are met.
-Protecting the privacy and security of guests, fellow employees, and the company’s confidential information and assets.
-Responsibility for uncompromising levels of cleanliness and creating a safe and accident-free environment.
By applying the principles of trust, honesty, respect, integrity, and commitment, they nurture and maximize talent to the benefit of each individual and the company. A culture is built on trust. And if leadership doesn’t live the values that it requires of the organization, that is the swiftest way to undermine the culture. No culture sticks if it’s not lived at the highest levels of the organization. It takes an extraordinarily long time to build a culture.
Challenges
The challenges usually faced by a successful company are from its competitors and what they bring to the table alongside. These are some of the luxurious competitors that qualify as strong rivals to Ritz.
-Hyatt Hotels Corporation is a multinational hospitality company that manages and franchises luxury hotels, resorts, and vacation properties
-Belmond (formerly Orient-Express Hotels) is a hotel and luxury travel company.
-Hilton Worldwide is a hospitality company that owns luxury and full-service hotels and resorts, extended-stay suites, and focused-service hotels.
-Monarch Casino & Resort is dedicated to delivering the ultimate in guest service by providing the latest in gaming, dining, and hospitality amenities available
Failures
The Ritz Carlton may be synonymous with service, but the Better Business Bureau gave the Boston branch of the luxury chain a failing grade. To be rated an F is very severe. In an investigation that aired on 20/20, ABC News chief investigative correspondent Brian Ross found that a fictitious company named after the terror group Hamas was able to win high ratings under the BBB’s rating system, while other businesses, including parts of famed chef Wolfgang Puck’s culinary empire, seemed to have been slapped with failing grades because they hadn’t paid up.
According to the BBB’s on-line database, in the past three years, the BBB received two complaints about the Ritz-Carlton, which received an F grade. But the Colonnade Hotel, a luxury hotel in the city’s Back Bay neighborhood, scored an A-plus despite having one complaint. Unlike the Ritz, the Colonnade pays to be accredited, just like all other BBB members. He added that the Ritz’s grade plummeted because the hotel didn’t respond to one of the two complaints and didn’t give enough information to the BBB about the hotel. Schinner told WCVB that he was unaware of the BBB’s grade or the complaints until contacted by the station.
"A million customers served, two complaints, resulting in an F rating," he said. "Seems to be somewhat unusual, to say the least." "Many academic studies show that one or two complaints are usually indicative of a much larger issue with a business," he said.
Achievements
- Five Star Award (2016-2021)
- Four Star Award for The Ritz-Carlton Spa, Cancun (2018-2021)
- The only AAA Five Diamond Resort in North America with two owned and managed AAA Five Diamond Restaurants
- Five Diamond Resort Rating (1996 - 2019)
- Five Diamond Restaurant Rating for The Club Grill (1999 - 2019)
- Five Diamond Restaurant Rating for Fantino (2006 - 2019)
- Best Hotels in Mexico 2020
- Best Hotels in Riviera Maya and Yucatan 2020
- Best Hotels in Mexico 2015
- Only hotel company in Mexico to receive this accolade (National Energy Savings Award) (2010 - 2012)
- Top 25 Resorts, Mexico (2020)
- World’s Best Family Travel (2015)
- World’s Best Service, Mexico (2012)
- 500 World’s Best Hotels (2012, 2013)
- Top 20 Resorts in Mexico (2015)
- Top 240 Spas in the U.S., Mexico, Caribbean & Canada (2012)
- The Gold List - World’s Best Hotels (2011, 2014)
- Reader‘s Choice Platinum List - Top 10 Mexico Hotels (2012)
- Travelers’ Choice Award (2011 - 2015)
- Top Hotels for Meetings in Mexico (2009, 2010)
- World’s Best Awards - Hotels (2013, 2014)
- Travelers’ Choice Award, Fantino (2015)
- Expedia® Insiders’ Select™ (2014 - 2016)
- Guest Review Awards (2018)
CEOs
- Herve Humler