How Ritz-Carlton Maintains its Mystique

The luxury hotel chain reinforces customer-service values among employees by investing in daily training that revolves around storytelling

When you think of luxury hotels, a few brands come to mind. Among them is the Ritz-Carlton (MAR). The hotel has established a worldwide reputation for treating guests like royalty. Walk into any Ritz-Carlton hotel in the world and you will be greeted by a staff that works at making customer service an art. Every employee, from the valet to the front desk attendant to the waiter to the housekeeper, is warm, friendly, gracious, courteous, and genuinely seems eager to make sure your stay is a memorable one.

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