Organization: Ritz-Carlton Hotels Web site: www.ritzcarlton.com Summary: The Ritz-Carlton is renowned for its elegance, sumptuous surroundings, and legendary service. With seventy-four hotels in twenty-three countries worldwide, a majority of them award winning, the Ritz-Carlton reflects one hundred years of tradition.

(a) What is it about Ritz-Carlton that makes it such a great hotel chain?