Ritz-Carlton Hotel Company, L.L.C., is an American company that manages the international luxury hotel chain Ritz-Carlton. The company is also a subsidiary of Marriott International, Inc. According to the 2019 Annual Report, the Ritz-Carlton chain has 108 hotels and 28,300 in 30 countries (6). The first hotel was opened in New York City in 1911. The company’s motto, “We are Ladies and Gentlemen serving Ladies and Gentlemen,” exemplifies service delivery values and perceptions. The Ritz-Carlton staff’s highest mission is “the genuine care and comfort of our guests” (The Ritz-Carlton Hotel). The company strives to provide its customers with an unforgettable luxury hotel experience.
The Ritz-Carlton is positioned as a luxury hotel chain, which is reflected in the services it provides. First of all, it includes many five-star hotels around the world. The company is also planning to create its chain of spa resorts; at the moment, spas in their hotels are represented by other brands. In 15 hotels, there are golf clubs in the development of which famous golfers took part. The Ritz-Carlton chain also includes residences and luxury resorts with villas and vacation programs. In line with its mission of providing the best service to its customers, in 2000, the company launched the Leadership center, where any employee can take various training courses and develop in the hospitality industry.
The Ritz-Carlton is a leader in the luxury travel industry. Clients of the chain are mainly global travelers, to whom the company strives to provide an unforgettable and comfortable experience of staying in a new country. To make guests’ rest full of new experiences, the chain is leaning toward globalization, providing the widest possible range of countries to visit. At the same time, to ensure comfort, the service is standardized and local influence is minimized (Gupta). Thus, the hospitality industry company is trying to develop high-class service programs, train staff, and spread the culture of luxury service.
The Ritz-Carlton’s main competitors in the industry are Four Seasons, Grand Hyatt, and JW Marriott. Nevertheless, the fifth consecutive year’s chain hotels ranked first in the J.D. Power North America Hotel Guest Satisfaction Index Study (“Quality of Sleep”). This is the uniqueness of the Ritz-Carlton’s approach to its development in the industry. The chain strives to provide a consistently high level of service in different parts of the world so that wherever their guest travels, he or she can enjoy luxury and comfort. The Ritz-Carlton Hotel Company focuses not on tourism, but high-class leisure. To maintain a leading position, however, it is necessary to meet chain standards and the needs of customers.
Constant adaptation to changing market conditions is essential for any business. Thus, the company conducts data analytics to determine which services the guests use to a greater or lesser extent, what needs to be paid special attention to (Cohen). Constant control over customers’ demands and preferences is the basis of the high quality of the services provided by the Ritz-Carlton. The chain also organizes support for travelers, takes care of the health and well-being of customers. The brand is trying to show its flexibility and adaptability by developing a healthy food network and providing various exercise programs for its guests. Thus, combining the standards of high-quality service and readiness for changes, the Ritz-Carlton remains one of the global luxury leisure industry leaders for many years.
Cohen, Amon. “Competition Heats Up in Luxury.” Business Travel News, 2018, Web.
Gupta, Anil K. “Marriott Hotels and the Globalization of a Brand.” Henry Stewart Talks, 2020. Web.
The Ritz-Carlton Hotel Company, L.L.C., 2020, Web.
“Quality of Sleep is Significant Opportunity for North American Hotels, J.D. Power Finds.” J. D. Power, 2019, Web.
“2019 Annual Report.” Marriott International, Web.