How To Bring Ritz-Carlton Caliber Customer Service To Any Type Of Business
#16
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To me, "Ritz-Carlton service" means lots of empty "sirs" and stuffy, uncomfortable formality as s a substitute for actually providing quality service. I have generally had poor to mediocre experiences at Ritz-Carltons. None stand out to me as an example of the type of service I would like to receive.
#17
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Like it or not, SPG loyalists, yes: the Ritz-Carlton is the benchmark of superior service in the hospitality industry and they serve as such for other industries as well (as described in the OP's post). Ritz-Carlton is the only hotel company to have earned the Malcolm Baldrige award, and one of the only organizations to have won it twice. They gladly share their philosophies, knowing that they are much harder to put into practice than to read about.
The complaints listed here seem rooted in jealousy, envy, and a fundamental misunderstanding of what "guest service" really means. Here's a hint: it's not as simple as upgrading someone to a suite because they've spent a few dozen nights in a Four Points.
The complaints listed here seem rooted in jealousy, envy, and a fundamental misunderstanding of what "guest service" really means. Here's a hint: it's not as simple as upgrading someone to a suite because they've spent a few dozen nights in a Four Points.
I guess I generally expect, and almost always receive, polite and helpful service at all of the Marriott hotels. To be honest, if there's a RC and a Ren or Westin, etc. side by side for the same price, I'm just as likely to pick any of them, the RC doesn't stand out to me.
#18
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"benchmark" doesn't mean "the absolute best thing"
#19
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I've always viewed the Ritz-Carlton approach as a regimented philosophy of customer service. When I worked in hospitality, the Ritz-Carlton's service was indeed deemed to be the pinnacle by many managers (general and otherwise). My first hotel job was at an upper-upscale property very much in the style of a Ritz-Carlton. At the Front Desk, everyone wore suits and guests were addressed with Mr/Ms/Mrs/Dr.
(Sorry cant find better word than manual book)
The service there easily match the service as Al Maha and Suiran Kyoto, both are A Luxury Collection Hotels.
However, the fact that some (or even many) people here on FlyerTalk have experienced mediocre/bad service at a Ritz-Carlton does damage the reputation of the brand. If Marriott is smart, they will proactively address the weak links in the chain. Maintaining the reputation of a brand requires work.
#20
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#21
However, the fact that some (or even many) people here on FlyerTalk have experienced mediocre/bad service at a Ritz-Carlton does damage the reputation of the brand. If Marriott is smart, they will proactively address the weak links in the chain. Maintaining the reputation of a brand requires work.
To me, "Ritz-Carlton service" means lots of empty "sirs" and stuffy, uncomfortable formality as s a substitute for actually providing quality service. I have generally had poor to mediocre experiences at Ritz-Carltons. None stand out to me as an example of the type of service I would like to receive.
#22
Join Date: Feb 2013
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Agreed - despite some unfounded assumptions by other posters upthread about how we pay for stays, at least in my case (and yours) I've actually only ever paid cash at RCs. Why? Because RCs don't, in my experience, command the point premium that they ask for. I'll stay at an RC for business if it's the best property in a market, and I'll pay cash for a pleasure stay if it's the offseason somewhere and the RC is at only a modest premium to other truly downmarket properties in the area. But if I'm looking to use points and it's 35-50k for a Westin or Marriott and 70-85k for an RC (e.g. Manhattan), then I won't even think about the Ritz. Which comes back to the original point - that RC in many of our books doesn't live up to the hype that they seem to be selling in the OP's original article.
#23
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Your whole post was excellent, writerguyfl, but I found this point particularly interesting. I, too, worked for Disney and very much resonated with the corporate style and values! But you may be interested (dismayed?) to hear that even Disney has started to behave more like Ritz-Carlton. There was a realization (correct, in my view) that particularly at Disney's high-end resorts, the level of guest service simply wasn't up to the standard of other world-class hotels and resorts. Interestingly, the cruise line and Aulani did seem able to deliver, but at the other hotels and DVC properties the service just wasn't up to snuff. About three years ago Disney lured several executives away from Ritz-Carlton to rejuvenate their high-end resorts. Personally I haven't noticed any improvements.
As for their high-end hotels, they certainly need help. (I'm actually surprised some of them have managed to hang onto their AAA 4-Diamond ratings.) I hadn't heard of a Ritz-Carlton connection, but that doesn't surprise me. That wouldn't have been the direction I've have gone in, but something is better than keeping the slow, downward trajectory that was happening.
#24
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Ive only ever stayed at one Ritz-Carlton so far, but after high expectations of the brand based on my own reading about and being familiar with what the brand stands for, agree with @Kacee and @Beltway2A. I found the property [RC Doha] to be nicely [re]designed, but the service awful - lots of staff who will shower you with sir and linger/cling around/to you, but otherwise possess no ability to be intuitive, maintain consistent standards or take initiative. I had three staff follow me to the elevator to escort me to the club lounge upon check-in uselessly and I-dont-really-give-a-damningly asking me how my flight was, how my day is so far and if theres anything I need. After writing an extensive review, the GM if that property reached out asking me to e-mail him with more feedback, which I did... and he didnt respond weeks later, let alone acknowledge anything.
I dont need to be unnecessarily fussed over, I dont need to be swarmed, I dont need forced niceties and I dont want over-promising and under-delivery. Based on this one mediocre experience, Ive already written off Ritz-Carlton as a brand and will instead focus on St. Regis and Luxury Collection properties for when the luxury urge strikes. Will Marriott care or do anything? Based on their track record for how seriously they take complaints or criticism about their loyalty program, elite experience or brand feedback seems to be a resounding NOPE.
Sigh.
khabah
I dont need to be unnecessarily fussed over, I dont need to be swarmed, I dont need forced niceties and I dont want over-promising and under-delivery. Based on this one mediocre experience, Ive already written off Ritz-Carlton as a brand and will instead focus on St. Regis and Luxury Collection properties for when the luxury urge strikes. Will Marriott care or do anything? Based on their track record for how seriously they take complaints or criticism about their loyalty program, elite experience or brand feedback seems to be a resounding NOPE.
Sigh.
khabah
#25
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I found the property [RC Doha] to be nicely [re]designed, but the service awful - lots of staff who will shower you with sir and linger/cling around/to you, but otherwise possess no ability to be intuitive, maintain consistent standards or take initiative. I had three staff follow me to the elevator to escort me to the club lounge upon check-in uselessly and I-dont-really-give-a-damningly asking me how my flight was, how my day is so far and if theres anything I need. After writing an extensive review, the GM if that property reached out asking me to e-mail him with more feedback, which I did... and he didnt respond weeks later, let alone acknowledge anything.
This is perhaps a bad example, because it's a totally different experience, but at one of the large Riviera Maya all-inclusives I stayed at for a wedding, we had the same waiter at the pool several days in a row. After the first day, he saw us sit down and came over and asked us if we wanted the same drinks as the day before (can't remember now what they were but he named them). Another time, he came to the pool while we were in it and asked if we'd like some fresh drinks delivered to us in the pool. I don't remember him once calling me "sir" or asking me how my day was, or making any other small talk.
#26
Join Date: Feb 2013
Location: DCA
Posts: 7,761
This is perhaps a bad example, because it's a totally different experience, but at one of the large Riviera Maya all-inclusives I stayed at for a wedding, we had the same waiter at the pool several days in a row. After the first day, he saw us sit down and came over and asked us if we wanted the same drinks as the day before (can't remember now what they were but he named them). Another time, he came to the pool while we were in it and asked if we'd like some fresh drinks delivered to us in the pool. I don't remember him once calling me "sir" or asking me how my day was, or making any other small talk.
#27
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It's actually annoying. Providing mediocre service while sticking a wooden "sir" on at the end of every sentence just emphasizes that staff is only paying lip service to providing quality service. The worst example of this I can recall is StR SF. But they were certainly guilty of it at RC Central Park, too.
#28
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It's actually annoying. Providing mediocre service while sticking a wooden "sir" on at the end of every sentence just emphasizes that staff is only paying lip service to providing quality service. The worst example of this I can recall is StR SF. But they were certainly guilty of it at RC Central Park, too.
I have a feeling this is also a difference between generations - quite a few people here call LC properties not luxury and go crazy over RC or STR.
I'd rather pick LC/W/JW over them..
#29
I decided to dip my toes back into the StR waters in Bangkok, and after an unpromising check-in experience (full of the behavior described earlier in this thread), the rest of the stay was wonderful. With the StR in particular the quality of the Butler staff makes a big difference.
Last edited by Beltway2A; Feb 26, 2020 at 3:45 pm
#30
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It's certainly generational. As a young-minded mid-40's person, I don't understand how some (mostly younger) people consider W's to be a luxury experience. I don't care for most of them. Kind of similar with JW's to be honest, although a couple I've stayed at are very nice. I do like the LC's and Editions which I think both fall into a "luxury" category. But to get back to the thread topic, the service seems to differ from property to property. But the overall experience is better at some of these brands than RC or JW, at least for me.