The Ritz-Carlton brand is synonymous with quality and exceptional service. It is committed to providing the finest service and surroundings to its guests. Each employee of The Ritz-Carlton is aligned with the organization's primary goals, and the HR practices of The Ritz-Carlton leave no stone unturned in delivering excellent customer service. According to The Ritz-Carlton Hotel Company's Senior Vice-President of HR, Sue Stephenson, "We are in the business of creating exceptional memories for our customers. It's more than a lodging experience; it's a matter of treating each customer as an individual" (Damsker, 2004).
César Ritz, known as the "king of hoteliers and hotelier to kings" is credited with redefining the luxury hotel experience based on his philosophy of service. It is from Ritz's name and that of his hotels that the term ritzy is derived. Ritz enjoyed a long partnership with Auguste Escoffier, the famous French chef and father of modern french cooking. Escoffier is almost a legendary figure among chefs. César Ritz and Auguste Escoffier have been instrumental in laying the foundation of exemplary customer service and elevating the service levels to great heights. The two men formed a partnership in 1890 and moved to the Savoy Hotel in London. From this base, they established a number of famous hotels, including the Grand Hotel in Rome, and numerous Ritz Hotels around the world. Appendix I provides a historical perspective about The Ritz-Carlton chain of hotels. |
