Customer Service at Ritz-Carlton: It’s All About People

When people ask you to make a list of luxury hotels with excellent service, Ritz-Carlton hotel must be on your list. Throughout the years the hotel has established a worldwide reputation in exceptional customer service. How do they manage it?

First of all Ritz-Carlton has created 12 specific service values as a guideline for every employee in order to give all their guests a special and unique feeling. A good example is the  second value: “I am always responsive to the expressed and unexpressed wishes and needs of our guests”. In my opinion this sentence explains a lot; it’s all about people. On top of that, every day begins with a “lineup”. The personnel gathers for a short meeting where they can discuss how service can be improved by using guest experiences. Furthermore, this storytelling is not done in isolation. Employees of all Ritz-Carlton hotel chains will hear about these so-called “wow stories” too.

By sharing all these different cultural stories the hotel is literally offering thousands of hours of training to its employees. That is why Ritz-Carlton became synonymous with extraordinary customer service. Indeed, it’s all about people!

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