Ritz-Carlton Hotel Company
According to a 2020 article in the Journal of Tourism Management, the Ritz-Carlton hotel chain is a “luxury hotel company that operates 90+ hotels in 30+ countries” (Choi et al., 2020). The company prides itself on its exceptional customer service and attention to detail, with a brand personality that is described as “luxurious, refined, and professional” (Choi et al., 2020). Ritz-Carlton’s pricing strategy is premium, with room rates typically starting at several hundred dollars per night. The company’s customer base consists primarily of affluent travelers who are willing to pay for high-end amenities and experiences. Ritz-Carlton hotels offer a wide range of amenities, including fine dining restaurants, spas, and fitness centers, as well as business and meeting facilities (Choi et al., 2020). In terms of workflow, the Ritz-Carlton has a strong emphasis on training and development for its employees, with a program called “Gold Standards” that outlines the company’s customer service philosophy and expectations for employee behavior (Choi et al., 2020). Cont…
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