Experiencing World Class Service Excellence
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setting
Now 40 hotels worldwide, 22000 ‘ladies & gentlemen’
Winner of Malcolm Baldrige National Quality Award.. First and only hospitality organization to win, first in 1992 and again in 1999
Only 3 hotels owned by company – rest independent ownership but using Ritz Carlton systems & processes
In 1995, Marriott International purchased 49% interest. Three years later increased to 99%.
Business Model
Superior environment and psychology of comfort a critical part of the experience – the mystique of the Ritz Carlton
Market niche is essentially corporate business travellers
Premium price
Occupancy & revenue per room (REVPAR) key metrics
Processes
Set of core values collectively called The Gold Standards: The Credo, The Three Steps of Service, The Motto and The Twenty Basics captured in pocket card held by all
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